Computer implemented methods and apparatus for feed-based case management

• US 9,600,510 B2
• Filed: 12/04/2015
• Issued: 03/21/2017
• Est. Priority Date: 08/25/2011
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Beechuk, Scott D., Kjellberg, Orjan N., Robinson, Larry P. G., Ramsey, Michael, Krishnan, Arvind, Khubchandani, Jyoti M., Lin, Jill Blue, Al-Alami, Mustafa O., Ellis, Jason Aaron, Myers, Christopher A., Phan, Vahn K., Gulabrani, Chitra
• Primary Examiner(s): NGUYEN, CAM LINH T
• Application Number:
  US14/960,160
• Publication Number:
  US 20160085787A1
• Time in Patent Office: 473 Days
• Field of Search: 707/609, 707/792, 707/802, 707/803, 707/807
• US Class Current: 1/1
• CPC Class Codes: G06F 16/23 Updating
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]

Abstract

Techniques for providing feed-based case management on an online social network. A user interface that includes a publisher and an information feed is provided. Information associated with a record is received and the record is updated in a database system. A feed item associated with the database system update is generated and provided in the information feed. The feed item includes one or more actionable selections providing a reference to the publisher. Selection of one of the one or more actionable selections causes the publisher to be operable to receive further information associated with the record. The record is capable of being updated based on the further information. In some implementations, the record is a case and the user interface serves as a single interface for all interactions required in solving the case.

Claims

1. A system comprising:

a database system implemented using a server system, the database system configurable to cause;

processing data associated with a case identified by one or more objects in a database of the database system, the case being one of a plurality of customer records, the processed data identifiable by one or more objects in a database of the database system as one or more tasks to be associated with the case;

generating or updating a first task based at least in part on the processed data, the first task comprising a plurality of actionable work items;

displaying in a user interface on a device of a user;

the first task comprising the actionable work items, and

a timeline visualizer associated with the case, the timeline visualizer being a graphical component providing a visual representation of at least a plurality of historical events related to the case;

processing first user input received via the user interface, the first user input identifying one of the actionable work items, the identified actionable work item indicating at least one of;

a request to add a comment to the first task, a request to update or change a property of the first task, or a request to associate a document with the first task;

displaying a form widget associated with the first task and associated with the identified actionable work item, the form widget comprising one or more fields configured to receive information related to the identified actionable work item; and

processing second user input received via the form widget of the user interface, the second user input capable of being visually represented by the timeline visualizer as at least a part of a further historical event related to the case.

2. The system of claim 1, wherein the timeline visualizer is displayed proximate to the form widget.

3. The system of claim 1, wherein the identified actionable work item is a graphical button.

4. The system of claim 1, wherein the form widget is configured to utilize a plurality of channels, the channels including one or more items selected from the group consisting of:

email, a website, a text message, an instant message, a call log, a status indication, a writing of a note, a chat room, and a message board.

5. The system of claim 4, wherein one or more of the plurality of channels is configured to provide information to a customer.

6. The system of claim 1, the database system further configurable to cause:

displaying a second timeline visualizer, the second timeline visualizer being associated with the first task.

7. The system of claim 1, the database system further configurable to cause:

responsive to processing the first user input identifying one of the actionable work items, populating one or more fields of the form widget with data retrieved from the case.

8. The system of claim 7, the form widget is configured to be populated without refreshing the user interface.

9. A method comprising:

processing data associated with a case identified by one or more objects in a database of a database system, the case being one of a plurality of customer records, the processed data identifiable by one or more objects in a database of the database system as one or more tasks to be associated with the case;

generating or updating a first task based at least in part on the processed data, the first task comprising a plurality of actionable work items;

causing display, in a user interface on a device of a user, of;

the first task comprising the actionable work items, and

a timeline visualizer associated with the case, the timeline visualizer being a graphical component providing a visual representation of at least a plurality of historical events related to the case;

processing first user input received via the user interface, the first user input identifying one of the actionable work items, the identified actionable work item indicating at least one of;

a request to add a comment to the first task, a request to update or change a property of the first task, or a request to associate a document with the first task;

causing display of a form widget associated with the first task and associated with the identified actionable work item, the form widget comprising one or more fields configured to receive information related to the identified actionable work item; and

processing second user input received via the form widget of the user interface, the second user input capable of being visually represented by the timeline visualizer as at least a part of a further historical event related to the case.

10. The method of claim 9, wherein the timeline visualizer is displayed proximate to the form widget.

11. The method of claim 9, wherein the identified actionable work item is a graphical button.

12. The method of claim 9, wherein the form widget is configured to utilize a plurality of channels, the channels including one or more items selected from the group consisting of:

email, a website, a text message, an instant message, a call log, a status indication, a writing of a note, a chat room, and a message board.

13. The method of claim 9, further comprising:

causing display of a second timeline visualizer, the second timeline visualizer being associated with the first task.

14. The method of claim 9, further comprising:

responsive to processing the first user input identifying one of the actionable work items, populating one or more fields of the form widget with data retrieved from the case.

15. A computer program product comprising computer-readable program code to be executed by one or more processors when retrieved from a non-transitory computer-readable medium, the program code including instructions configurable to cause:

processing data associated with a case identified by one or more objects in a database of a database system, the case being one of a plurality of customer records, the processed data identifiable by one or more objects in a database of the database system as one or more tasks to be associated with the case;

generating or updating a first task based at least in part on the processed data, the first task comprising a plurality of actionable work items;

displaying in a user interface on a device of a user;

the first task comprising the actionable work items, and

a timeline visualizer associated with the case, the timeline visualizer being a graphical component providing a visual representation of at least a plurality of historical events related to the case;

processing first user input received via the user interface, the first user input identifying one of the actionable work items, the identified actionable work item indicating at least one of;

a request to add a comment to the first task, a request to update or change a property of the first task, or a request to associate a document with the first task;

displaying a form widget associated with the first task and associated with the identified actionable work item, the form widget comprising one or more fields configured to receive information related to the identified actionable work item; and

processing second user input received via the form widget of the user interface, the second user input capable of being visually represented by the timeline visualizer as at least a part of a further historical event related to the case.

16. The computer program product of claim 15, wherein the timeline visualizer is displayed proximate to the form widget.

17. The computer program product of claim 15, wherein the identified actionable work item is a graphical button.

18. The computer program product of claim 15, wherein the form widget is configured to utilize a plurality of channels, the channels including one or more items selected from the group consisting of:

email, a website, a text message, an instant message, a call log, a status indication, a writing of a note, a chat room, and a message board.

19. The computer program product of claim 15, the instructions further configurable to cause:

displaying a second timeline visualizer, the second timeline visualizer being associated with the first task.

20. The computer program product of claim 15, the instructions further configurable to cause:

responsive to processing the first user input identifying one of the actionable work items, populating one or more fields of the form widget with data retrieved from the case.