Triggering actions in an information feed system

Patent metadata

Field	Value
Publication number	US-11061908-B2
Application number	US-201816184493-A
Country	US
Kind code	B2
Filing date	Nov 8, 2018
Priority date	Oct 25, 2010
Publication date	Jul 13, 2021
Grant date	Jul 13, 2021

Abstract

Disclosed are systems, apparatus, methods, and computer readable media for performing actions in response to information updates provided in an information feed. In one implementation, an information update is selected for comparison with a data record creation rule. The data record creation rule may specify a data record creation operation for creating a data record based the selected information update. The selected information update may be capable of being displayed in an information feed. A determination may be made as to whether the selected information update includes information satisfying a trigger condition associated with the data record creation rule. When the information in the selected information update satisfies the trigger condition, the data record creation operation may be performed to create the data record. The data record creation operation may identify information to include in the data record.

First claim

What is claimed is:

1. A system for dynamic creation of customer relationship management (CRM) records, the system comprising:
a database system implemented using a server system, the database system being at least part of a cloud-based database environment servicing one or more organizations, the database system configurable to cause:
processing a post shared in a social networking system;
detecting, responsive to processing the post, occurrence of an event in relation to the post, the event associated with an automation rule configurable to create a CRM record to be linked with the post, the automation rule having logic based on one or more conditions, the automation rule being associated with a first set of actions, wherein a plurality of selections available via a graphical user interface to one or more users affiliated with an organization are configurable to control:
the one or more conditions,
the logic of the automation rule,
a second set of actions to perform according to the logic of the automation rule, and
identification of one of a plurality of CRM types for the CRM record to be created; and

responsive to detecting the occurrence of the event, performing the second set of actions according to the logic of the automation rule, the second set of actions comprising creating the CRM record of the identified CRM type in a database, the created CRM record being accessible via the cloud-based database environment to the one or more users affiliated with the organization.

2. The system of claim 1 , wherein creating the CRM record of the identified CRM type in the database comprises one or more of: converting posts to a case for customer service, converting leads for a sales team, or creating a contact record.

3. The system of claim 1 , wherein selections available via the graphical user interface comprise one or more of: a selection to create a new automation rule, a selection to list an overview of automation rules and statuses, a selection to identify one or more actions configured for an automation rule, a selection to delete an automation rule, a selection to indicate a name of an automation rule, a selection to define conditions to trigger an automation rule, or a selection to add new actions to an automation rule.

4. The system of claim 1 , wherein selections available via the graphical user interface comprise one or more of: a selection to define one or more fields of the CRM record to be created, a selection to edit one or more fields of the CRM record to be created, a selection to indicate current values, or a selection to define one or more properties of the CRM record to be created.

5. The system of claim 1 , wherein the graphical user interface comprises one or more text boxes and/or one or more drop down menus to provide at least a portion of the selections.

6. The system of claim 1 , wherein the second set of actions further comprises associating the created CRM record with a user profile of a user associated with the post.

7. The system of claim 1 , wherein detecting the occurrence of the event in relation to the post comprises:
determining that a text portion of the post comprises a designated text segment specified by the one or more conditions.

8. A method for dynamic creation of customer relationship management (CRM) records, the method comprising:
processing a post shared in a social networking system;
detecting, responsive to processing the post, occurrence of an event in relation to the post, the event associated with an automation rule configurable to create a CRM record to be linked with the post, the automation rule having logic based on one or more conditions, the automation rule being associated with a first set of actions, wherein a plurality of selections available via a graphical user interface to one or more users affiliated with an organization are configurable to control:
the one or more conditions,
the logic of the automation rule,
a second set of actions to perform according to the logic of the automation rule, and
identification of one of a plurality of CRM types for the CRM record to be created; and

responsive to detecting the occurrence of the event, performing the second set of actions according to the logic of the automation rule, the second set of actions comprising creating the CRM record of the identified CRM type in a database, the created CRM record being accessible via a cloud-based database environment to the one or more users affiliated with the organization.

9. The method of claim 8 , wherein creating the CRM record of the identified CRM type in the database comprises one or more of: converting posts to a case for customer service, converting leads for a sales team, or creating a contact record.

10. The method of claim 8 , wherein selections available via the graphical user interface comprise one or more of: a selection to create a new automation rule, a selection to list an overview of automation rules and statuses, a selection to identify one or more actions configured for an automation rule, a selection to delete an automation rule, a selection to indicate a name of an automation rule, a selection to define conditions to trigger an automation rule, or a selection to add new actions to an automation rule.

11. The method of claim 8 , wherein selections available via the graphical user interface comprise one or more of: a selection to define one or more fields of the CRM record to be created, a selection to edit one or more fields of the CRM record to be created, a selection to indicate current values, or a selection to define one or more properties of the CRM record to be created.

12. The method of claim 8 , wherein the graphical user interface comprises one or more text boxes and one or more drop down menus to provide at least a portion of the selections.

13. The method of claim 8 , wherein detecting the occurrence of the event in relation to the post comprises:
determining that a text portion of the post comprises a designated text segment specified by the one or more conditions.

14. A computer program product comprising computer-readable program code capable of being executed by one or more processors when retrieved from a non-transitory computer-readable medium, the program code comprising instructions configurable to cause:
processing a post shared in a social networking system;
detecting, responsive to processing the post, occurrence of an event in relation to the post, the event associated with an automation rule configurable to create a customer relationship management (CRM) record to be linked with the post, the automation rule having logic based on one or more conditions, the automation rule being associated with a first set of actions, wherein a plurality of selections available via a graphical user interface to one or more users affiliated with an organization are configurable to control:
the one or more conditions,
the logic of the automation rule,
a second set of actions to perform according to the logic of the automation rule, and
identification of one of a plurality of CRM types for the CRM record to be created; and

responsive to detecting the occurrence of the event, performing the second set of actions according to the logic of the automation rule, the second set of actions comprising creating the CRM record of the identified CRM type in a database, the created CRM record being accessible via a cloud-based database environment to the one or more users affiliated with the organization.

15. The computer program product of claim 14 , wherein creating the CRM record of the identified CRM type in the database comprises one or

Assignees

• Salesforce Com Inc

Inventors

• Kemp Christopher A
• Thaxton Carter
• De Gour Christopher
• Schraith Kevin
• Sopko Andrew
• Wisman Nathan

Classifications

• G06F16/9535

  Search customisation based on user profiles and personalisation · CPC title

• G06F16/24565 Primary

  Triggers; Constraints · CPC title

• G06F16/248

  Presentation of query results · CPC title