Service cloud console

• US 9,971,482 B2
• Filed: 06/01/2015
• Issued: 05/15/2018
• Est. Priority Date: 03/12/2010
• Status: Active Grant

• Current Assignee: Salesforce.com, Inc.
• Original Assignee: Salesforce.com, Inc.
• Inventors: Casalaina, Marco S., Ellis, Jason A., Yung, David, Fu, Luke, Wulff, Eric, Gulabrani, Chitra, Thavisomboon, Sutthipong, Doan, Natalie, Weiss, Steve
• Primary Examiner(s): Bloomquist, Keith D
• Application Number:
  US14/727,067
• Publication Number:
  US 20160019550A1
• Time in Patent Office: 1,079 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

Disclosed are some examples of methods, apparatus, systems and computer program products related to a user interface providing a call center service. In some implementations, the user interface presents session tabs and application tabs. A session tab can have a parent-child relationship with an application tab. Customer data can be retrieved from a database, where the customer data includes account data and child data. The customer data can be provided to cause display in the user interface of the account data in association with a first session tab and the child data in association with a first application tab. Edits to the child data can cause the first application tab to be designated as unsaved.

Claims

1. A database system comprising:

at least one database storing a plurality of data objects; and

at least one server comprising at least one processor configurable to cause;

providing user interface data to a client machine, the user interface data capable of being processed by the client machine to display on a display device of the client machine a user interface providing at least one customer relationship management (CRM) service, the user interface capable of presenting a plurality of session tabs and a plurality of application tabs, a first one of the session tabs having a parent-child relationship with at least a first one of the application tabs, the first application tab being presentable within the first session tab;

retrieving, from a database, customer data associated with a customer, the customer data comprising at least;

account data of an account data object maintained in the database for the customer, and

child CRM data of a CRM data object maintained in the database for the customer, the CRM data object having a child-parent relationship with the account data object;

providing the retrieved customer data to the client machine, the customer data capable of being processed by the client machine to display in the user interface;

the account data in association with the first session tab, and

the child CRM data in association with the first application tab;

detecting at least one user-submitted change to the displayed child CRM data;

detecting an attempt by the user to close a form in which the at least one change is displayed in the user interface;

determining, responsive to detecting the attempt to close the form, that the at least one change has not been saved to the CRM data object maintained in the database;

identifying the first session tab associated with the account data as having the parent-child relationship with the first application tab associated with the child CRM data; and

displaying in the user interface a prompt indicating that the at least one change has not been saved to the CRM data object maintained in the database and requesting that the at least one change be saved before closing the form, the displaying of the prompt being performed without reloading the user interface.

2. The database system of claim 1, the child CRM data being data of a web page external to the at least one CRM service.

3. The database system of claim 1, the at least one processor further configurable to cause:

detecting, via the user interface, an interrupt event associated with possible loss of the at least one change, the prompt comprising a warning message indicating the detection of the interrupt event; and

sending, to the client machine, an indication of at least one operation to perform in response to the interrupt event.

4. The database system of claim 3, wherein the interrupt event is associated with at least one of:

an attempt to close the user interface, an attempt to navigate away from the user interface, an attempt to close a session tab, or an attempt to close an application tab.

5. The database system of claim 1, the at least one processor further configurable to cause:

setting a state indication for the first application tab indicating that the first application tab is in an unsaved state; and

displaying in the user interface the indication that the first application tab is in the unsaved state.

6. A method comprising:

providing user interface data to a client machine, the user interface data capable of being processed by the client machine to display on a display device of the client machine a user interface providing at least one customer relationship management (CRM) service, the user interface capable of presenting a plurality of session tabs and a plurality of application tabs, a first one of the session tabs having a parent-child relationship with at least a first one of the application tabs, the first application tab being presentable within the first session tab;

retrieving, from a database, customer data associated with a customer, the customer data comprising at least;

account data of an account data object maintained in the database for the customer, and

child CRM data of a CRM data object maintained in the database for the customer, the CRM data object having a child-parent relationship with the account data object;

providing the retrieved customer data to the client machine, the customer data capable of being processed by the client machine to display in the user interface;

the account data in association with the first session tab, and

the child CRM data in association with the first application tab;

detecting at least one user-submitted change to the displayed child CRM data;

detecting an attempt by the user to close a form in which the at least one change is displayed in the user interface;

determining, responsive to detecting the attempt to close the form, that the at least one change has not been saved to the CRM data object maintained in the database;

identifying the first session tab associated with the account data as having the parent-child relationship with the first application tab associated with the child CRM data; and

displaying in the user interface a prompt indicating that the at least one change has not been saved to the CRM data object maintained in the database and requesting that the at least one change be saved before closing the form, the displaying of the prompt being performed without reloading the user interface.

7. The method of claim 6, the child CRM data being data of a web page external to the at least one CRM service.

8. The method of claim 6, the method further comprising:

detecting, via the user interface, an interrupt event associated with possible loss of the at least one change, the prompt comprising a warning message indicating the detection of the interrupt event; and

sending, to the client machine, an indication of at least one operation to perform in response to the interrupt event.

9. The method of claim 8, wherein the interrupt event is associated with at least one of:

an attempt to close the user interface, an attempt to navigate away from the user interface, an attempt to close a session tab, or an attempt to close an application tab.

10. The method of claim 6, the method further comprising:

setting a state indication for the first application tab indicating that the first application tab is in an unsaved state; and

displaying in the user interface the indication that the first application tab is in the unsaved state.

11. A system comprising:

database system software stored on a non-transitory data storage medium for execution by at least one server of a database system, the database system software configured to cause;

providing user interface data to a client machine, the user interface data capable of being processed by the client machine to display on a display device of the client machine a user interface providing at least one customer relationship management (CRM) service, the user interface capable of presenting a plurality of session tabs and a plurality of application tabs, a first one of the session tabs having a parent-child relationship with at least a first one of the application tabs, the first application tab being presentable within the first session tab;

retrieving, from a database, customer data associated with a customer, the customer data comprising at least;

account data of an account data object maintained in the database for the customer, and

child CRM data of a CRM data object maintained in the database for the customer, the CRM data object having a child-parent relationship with the account data object;

providing the retrieved customer data to the client machine, the customer data capable of being processed by the client machine to display in the user interface;

the account data in association with the first session tab, and

the child CRM data in association with the first application tab;

detecting at least one user-submitted change to the displayed child CRM data;

detecting an attempt by the user to close a form in which the at least one change is displayed in the user interface;

determining, responsive to detecting the attempt to close the form, that the at least one change has not been saved to the CRM data object maintained in the database;

identifying the first session tab associated with the account data as having the parent-child relationship with the first application tab associated with the child CRM data; and

displaying in the user interface a prompt indicating that the at least one change has not been saved to the CRM data object maintained in the database and requesting that the at least one change be saved before closing the form, the displaying of the prompt being performed without reloading the user interface.

12. The system of claim 11, the child CRM data being data of a web page external to the at least one CRM service.

13. The system of claim 11, the database system software further configured to cause:

detecting, via the user interface, an interrupt event associated with possible loss of the at least one change, the prompt comprising a warning message indicating the detection of the interrupt event; and

sending, to the client machine, an indication of at least one operation to perform in response to the interrupt event.

14. The system of claim 13, wherein the interrupt event is associated with at least one of:

an attempt to close the user interface, an attempt to navigate away from the user interface, an attempt to close a session tab, or an attempt to close an application tab.

15. The system of claim 11, the database system software further configured to cause:

setting a state indication for the first application tab indicating that the first application tab is in an unsaved state; and

displaying in the user interface the indication that the first application tab is in the unsaved state.

16. A computer program product comprising program code to be executed by at least one processor when retrieved from a non-transitory computer-readable medium, the program code configured to cause:

providing user interface data to a client machine, the user interface data capable of being processed by the client machine to display on a display device of the client machine a user interface providing at least one customer relationship management (CRM) service, the user interface capable of presenting a plurality of session tabs and a plurality of application tabs, a first one of the session tabs having a parent-child relationship with at least a first one of the application tabs, the first application tab being presentable within the first session tab;

retrieving, from a database, customer data associated with a customer, the customer data comprising at least;

account data of an account data object maintained in the database for the customer, and

child CRM data of a CRM data object maintained in the database for the customer, the CRM data object having a child-parent relationship with the account data object;

providing the retrieved customer data to the client machine, the customer data capable of being processed by the client machine to display in the user interface;

the account data in association with the first session tab, and

the child CRM data in association with the first application tab;

detecting at least one user-submitted change to the displayed child CRM data;

detecting an attempt by the user to close a form in which the at least one change is displayed in the user interface;

determining, responsive to detecting the attempt to close the form, that the at least one change has not been saved to the CRM data object maintained in the database;

identifying the first session tab associated with the account data as having the parent-child relationship with the first application tab associated with the child CRM data; and

displaying in the user interface a prompt indicating that the at least one change has not been saved to the CRM data object maintained in the database and requesting that the at least one change be saved before closing the form, the displaying of the prompt being performed without reloading the user interface.

17. The computer program product of claim 16, the child CRM data being data of a web page external to the at least one CRM service.

18. The computer program product of claim 16, the program code further configured to cause:

detecting, via the user interface, an interrupt event associated with possible loss of the at least one change, the prompt comprising a warning message indicating the detection of the interrupt event; and

sending, to the client machine, an indication of at least one operation to perform in response to the interrupt event.

19. The computer program product of claim 16, wherein the interrupt event is associated with at least one of:

an attempt to close the user interface, an attempt to navigate away from the user interface, an attempt to close a session tab, or an attempt to close an application tab.

20. The computer program product of claim 16, the program code further configured to cause:

setting a state indication for the first application tab indicating that the first application tab is in an unsaved state; and

displaying in the user interface the indication that the first application tab is in the unsaved state.