Service cloud console

• US 9,830,054 B2
• Filed: 09/04/2014
• Issued: 11/28/2017
• Est. Priority Date: 03/12/2010
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Casalaina, Marco, Ellis, Jason, Yung, David, Fu, Luke, Wulff, Eric, Gulabrani, Chitra, Thavisomboon, Sutthipong, Doan, Natalie, Weiss, Steve
• Primary Examiner(s): Bloomquist, Keith
• Application Number:
  US14/477,705
• Publication Number:
  US 20140380180A1
• Time in Patent Office: 1,181 Days
• Field of Search: None
• CPC Class Codes: G06F 16/24575 using context
• CPC Class Codes: G06F 16/248 Presentation of query results
• CPC Class Codes: G06F 16/25 Integrating or interfacing systems involving database management systems
• CPC Class Codes: G06F 16/9577 Optimising the visualization of content, e.g. distillation of HTML documents
• CPC Class Codes: G06F 3/0481 based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
• CPC Class Codes: G06F 3/0483 Interaction with page-structured environments, e.g. book metaphor
• CPC Class Codes: G06F 3/0484 for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 41/5061 characterised by the interaction between service providers and their network customers, e.g. customer relationship management
• CPC Class Codes: H04L 67/01 Protocols
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/1038 Load balancing arrangements to avoid a single path through a load balancer
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Various embodiments described or referenced herein are directed to different methods, systems, and computer program products for providing contextual information regarding database records via a user interface. A user interface is provided in a browser in accordance with information received from one or more servers in communication with a database system storing records and contextual information. The user interface comprises a first component and a second component, the first component comprising data of a record stored in the database system, the second component comprising contextual information related to the record data. A modification to the record data is received. A request for updated contextual information is transmitted to the one or more servers, the request identifying at least a portion of the modification. The updated contextual information is received from the one or more servers and displayed in the second component without reloading the user interface.

Claims

1. A system for providing contextual information regarding database records via a user interface, the system comprising:

a database system implemented using one or more servers comprising one or more processors, the database system configurable to cause;

providing, to a computing device, information capable of being processed by the computing device to display a user interface comprising a first component and a second component, the information comprising;

data of fields of a record stored in a first database, the record data being displayable in the fields in the first component of the user interface, and

first contextual information related to the record data, the first contextual information being identifiable using one or more contextual objects stored in a second database, the first contextual information being displayable in the second component of the user interface;

processing a modification to the record data of one or more of the fields, the modification received from the computing device;

identifying, using the one or more contextual objects, second contextual information as being relevant to the modification, the second contextual information being different from the first contextual information; and

providing, to the computing device, the second contextual information, the second contextual information capable of being processed by the computing device to update the user interface to display, without reloading the user interface, updated contextual information comprising the second contextual information in the second component of the user interface.

2. The system of claim 1, wherein the updated contextual information comprises entitlements information for a customer account, the entitlements information indicating support eligibility for the customer account.

3. The system of claim 1, wherein the updated contextual information comprises offer management information, the offer management information indicating offers relevant to a customer account associated with the record.

4. The system of claim 1, wherein the updated contextual information comprises call scripting information, the call scripting information indicating a series of steps for a customer service agent to perform in a call with a customer for carrying out a task.

5. The system of claim 1, wherein the modification indicates a problem concerning the record.

6. The system of claim 5, wherein the updated contextual information comprises one or more links to web pages describing possible solutions to the problem.

7. The system of claim 5, wherein the updated contextual information comprises a contextual decision tree providing possible solutions to the problem.

8. The system of claim 1, wherein the second component displays a webpage hosted by an external server external to the database system, the webpage being displayed within an HTML iframe.

9. The system of claim 1, wherein the second component is a custom console component.

10. The system of claim 1, wherein the user interface comprises an on-demand call center service available to a plurality of organizations, the computing device associated with a first one of the organizations.

11. The system of claim 10, wherein the database system stores customer account information for a plurality of customers of the first organization.

12. The system of claim 11, wherein the record is associated with a first one of the customers and the updated contextual information is customized according to an identity of the first customer.

13. A computer implemented method for providing contextual information regarding database records via a user interface, the method comprising:

providing, from a database system to a computing device, information capable of being processed by the computing device to display a user interface comprising a first component and a second component, the information comprising;

data of fields of a record stored in a first database, the record data being displayable in the fields in the first component of the user interface, and

first contextual information related to the record data, the first contextual information being identifiable using one or more contextual objects stored in a second database, the first contextual information being displayable in the second component of the user interface;

receiving, from the computing device, a modification to the record data of one or more of the fields;

identifying, using the one or more contextual objects, second contextual information as being relevant to the modification, the second contextual information being different from the first contextual information; and

providing, to the computing device, the second contextual information, the second contextual information capable of being processed by the computing device to update the user interface to display, without reloading the user interface, updated contextual information comprising the second contextual information in the second component of the user interface.

14. The computer implemented method of claim 13, wherein the updated contextual information comprises entitlements information for a customer account, the entitlements information indicating support eligibility for the customer account.

15. The computer implemented method of claim 13, wherein the updated contextual information comprises offer management information, the offer management information indicating offers relevant to a customer account associated with the record.

16. The computer implemented method of claim 13, wherein the updated contextual information comprises call scripting information, the call scripting information indicating a series of steps for a customer service agent to perform in a call with a customer for carrying out a task.

17. 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 configured to cause:

providing, to a computing device, information capable of being processed by the computing device to display a user interface comprising a first component and a second component, the information comprising;

data of fields of a record stored in a first database, the record data being displayable in the fields in the first component of the user interface, and

first contextual information related to the record data, the first contextual information being identifiable using one or more contextual objects stored in a second database, the first contextual information being displayable in the second component of the user interface;

processing a modification to the record data of one or more of the fields;

identifying, using the one or more contextual objects, second contextual information as being relevant to the modification, the second contextual information being different from the first contextual information; and

providing, to the computing device, the second contextual information, the second contextual information capable of being processed by the computing device to update the user interface to display, without reloading the user interface, updated contextual information comprising the second contextual information in the second component of the user interface.

18. The computer program product of claim 17, wherein the updated contextual information comprises entitlements information for a customer account, the entitlements information indicating support eligibility for the customer account.

19. The computer program product of claim 17, wherein the updated contextual information comprises offer management information, the offer management information indicating offers relevant to a customer account associated with the record.

20. The computer program product of claim 17, wherein the updated contextual information comprises call scripting information, the call scripting information indicating a series of steps for a customer service agent to perform in a call with a customer for carrying out a task.