CUSTOMER SERVICE & SUPPORT SYSTEMS AND METHODS FOR USE IN AN ON DEMAND DATABASE SERVICE
First Claim
1. A method performed by one or more computer systems associated with an on-demand service for handling emails, the method comprising:
- forwarding, from at least one of the one or more computer systems associated with the on-demand service, information configured for displaying one or more user interfaces on a display device, the one or more user interfaces being configured to accept input from users of the one or more user interfaces specifying how the one or more computer systems associated with the on-demand service handle emails;
receiving, at least one of the one or more computer systems, a set of Email To Case settings specified via the one or more user interfaces;
storing, in a storage device associated with the one or more computer systems, the set of Email to Case settings;
receiving an email at least one of the one or more computer systems; and
generating, with one or more processors associated with the one or more computer system, information associated with a Case based on the email and the stored Email to Case settings.
1 Assignment
0 Petitions
Accused Products
Abstract
The present invention generally relates to sharing and accessing data, and more particularly to sharing and accessing data via an on-demand database and/or application service. In various embodiments, methods for practicing techniques of the present invention, systems having elements or components configured to implement techniques of the present invention, devices, and computer-readable storage media storing executable code and/or instructions are disclosed. In one embodiment, Email To Case settings may be established. The settings may be used by an on demand database and/or application service to receive and processing incoming emails. In another embodiment, Portal Super User settings may be established. The settings may be used by an on demand database and/or application service for accessing data owned by a user and owned by other users. In a further embodiment, Case Teams may be established. The Case Teams may be used by an on demand database and/or application service for accessing data owned by a user and owned by other users and for generating notifications to team members. In yet another embodiment, Predefined Case Teams or Case Team Templates may be used to assign Case Teams or propagate changes to team memberships. In a still further embodiment, Holidays Objects may be created. The Holidays Objects may be used by an on demand database and/or application service for determining business hours and performing time-based actions.
-
Citations
33 Claims
-
1. A method performed by one or more computer systems associated with an on-demand service for handling emails, the method comprising:
-
forwarding, from at least one of the one or more computer systems associated with the on-demand service, information configured for displaying one or more user interfaces on a display device, the one or more user interfaces being configured to accept input from users of the one or more user interfaces specifying how the one or more computer systems associated with the on-demand service handle emails; receiving, at least one of the one or more computer systems, a set of Email To Case settings specified via the one or more user interfaces; storing, in a storage device associated with the one or more computer systems, the set of Email to Case settings; receiving an email at least one of the one or more computer systems; and generating, with one or more processors associated with the one or more computer system, information associated with a Case based on the email and the stored Email to Case settings. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
-
-
12. A computer-readable storage medium storing one or more software programs executable by one or more computer systems for handling emails in an on-demand service, the computer-readable storage medium comprising:
-
code for forwarding information configured for displaying one or more user interfaces on a display device, the one or more user interfaces being configured to accept input from users of the one or more user interfaces specifying how the one or more computer systems associated with the on-demand service handle emails; code for receiving a set of Email To Case settings specified via the one or more user interfaces; code for receiving an email; and code for generating information associated with a Case based on the email and the stored Email to Case settings
-
-
13. A method performed by one or more computer systems associated with an on-demand service for handling user permissions, the method comprising:
-
forwarding, from at least one of the one or more computer systems associated with the on-demand service, information configured for displaying one or more user interfaces on a display device, the one or more user interfaces being configured to accept input from users of the one or more user interfaces specifying how the one or more computer systems associated with the on-demand service handle permissions for a portal; receiving, at least one of the one or more computer systems, information establishing a portal super user specified via the one or more user interfaces; storing, in a storage device associated with the one or more computer systems, the information establishing the portal super user; receiving a request at least one of the one or more computer systems to access a Case; and generating, with one or more processors associated with the one or more computer system, information associated with the Case based on the stored information establishing the portal super user. - View Dependent Claims (14, 15, 16)
-
-
17. A method performed by one or more computer systems associated with an on-demand service for handling user permissions, the method comprising:
-
forwarding, from at least one of the one or more computer systems associated with the on-demand service, information configured for displaying one or more user interfaces on a display device, the one or more user interfaces being configured to accept input from users of the one or more user interfaces specifying how the one or more computer systems associated with the on-demand service handle permissions for Case Teams; receiving, at least one of the one or more computer systems, a set of Case Teams settings specified via the one or more user interfaces; storing, in a storage device associated with the one or more computer systems, the set of Case Teams settings; and generating, with one or more processors associated with the one or more computer system, information associated with a Case based on the stored Case Teams settings. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
-
-
30. A method performed by one or more computer systems associated with an on-demand service for handling holidays, the method comprising:
-
forwarding, from at least one of the one or more computer systems associated with the on-demand service, information configured for displaying one or more user interfaces on a display device, the one or more user interfaces being configured to accept input from users of the one or more user interfaces specifying how the one or more computer systems associated with the on-demand service handle holidays; receiving, at least one of the one or more computer systems, a set of holiday settings specified via the one or more user interfaces; storing, in a storage device associated with the one or more computer systems, the set of holiday settings; and generating, with one or more processors associated with the one or more computer system, information associated with a Case based on the stored holiday settings. - View Dependent Claims (31, 32, 33)
-
Specification