Computer implemented methods and apparatus for feed-based case management

Patent metadata

Field	Value
Publication number	US-11226950-B2
Application number	US-202016743990-A
Country	US
Kind code	B2
Filing date	Jan 15, 2020
Priority date	Aug 25, 2011
Publication date	Jan 18, 2022
Grant date	Jan 18, 2022

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.

First claim

What is claimed is:

1. A system comprising:
a database system implemented using a server system, the database system configurable to cause:
obtaining data associated with case management of a case stored in a database;
processing a rule associated with the case, the rule enabling association of:
a data object value to an input of the rule, and/or
an output of the rule to one or more data objects;

maintaining, in the database, a state of one or more flow instances associated with the rule;
maintaining, in the database, a state of a task associated with the state of the one or more flow instances;
generating or updating a task action associated with the state of the task;
creating and sending one or more actionable messages indicating the task action, the one or more actionable messages comprising one or more of: an email, an attachment, a comment, or a notification; and
creating and sending, responsive to an indication of an update regarding the task action, one or more notifications to one or more user devices, the one or more notifications indicating a change to the state of the task.

2. The system of claim 1 , wherein processing the rule comprises:
evaluating one or more defined rules to return the output, and
mapping the output to the one or more data objects.

3. The system of claim 1 , the one or more notifications being sent through one or more channels comprising email or telephone voice message.

4. The system of claim 1 , wherein progress of the case depends on one or more of a user decision, an action, or an event.

5. The system of claim 1 , wherein an assignment of the task action is context-driven based on a number of resolved cases and a time taken to resolve the resolved cases.

6. The system of claim 1 , the database system further configurable to cause:
populating one or more fields of the task with data retrieved from the case.

7. 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 comprising instructions configurable to cause:
obtaining data associated with case management of a case stored in a database;
processing a rule associated with the case, the rule enabling association of:
a data object value to an input of the rule, and/or
an output of the rule to one or more data objects;

maintaining, in the database, a state of one or more flow instances associated with the rule;
maintaining, in the database, a state of a task associated with the state of the one or more flow instances;
generating or updating a task action associated with the state of the task;
creating and sending one or more actionable messages indicating the task action, the one or more actionable messages comprising one or more of: an email, an attachment, a comment, or a notification; and
creating and sending, responsive to an indication of an update regarding the task action, one or more notifications to one or more user devices, the one or more notifications indicating a change to the state of the task.

8. The computer program product of claim 7 , wherein processing the rule comprises:
evaluating one or more defined rules to return the output, and
mapping the output to the one or more data objects.

9. The computer program product of claim 7 , the one or more notifications being sent through one or more channels comprising email or telephone voice message.

10. The computer program product of claim 7 , wherein progress of the case depends on one or more of a user decision, an action, or an event.

11. The computer program product of claim 7 , wherein an assignment of the task action is context-driven based on a number of resolved cases and a time taken to resolve the resolved cases.

12. The computer program product of claim 7 , the instructions further configurable to cause:
populating one or more fields of the task with data retrieved from the case.

13. A method comprising:
obtaining data associated with case management of a case stored in a database;
processing a rule associated with the case, the rule enabling association of:
a data object value to an input of the rule, and/or
an output of the rule to one or more data objects;

maintaining, in the database, a state of one or more flow instances associated with the rule;
maintaining, in the database, a state of a task associated with the state of the one or more flow instances;
generating or updating a task action associated with the state of the task;
creating and sending one or more actionable messages indicating the task action, the one or more actionable messages comprising one or more of: an email, an attachment, a comment, or a notification; and
creating and sending, responsive to an indication of an update regarding the task action, one or more notifications to one or more user devices, the one or more notifications indicating a change to the state of the task.

14. The method of claim 13 , wherein processing the rule comprises:
evaluating one or more defined rules to return the output, and
mapping the output to the one or more data objects.

15. The method of claim 13 , the one or more notifications being sent through one or more channels comprising email or telephone voice message.

16. The method of claim 13 , wherein progress of the case depends on one or more of a user decision, an action, or an event.

17. The method of claim 13 , wherein an assignment of the task action is context-driven based on a number of resolved cases and a time taken to resolve the resolved cases.

18. The method of claim 13 , further comprising:
populating one or more fields of the task with data retrieved from the case.

Assignees

• Salesforce Com Inc

Inventors

• Beechuk Scott D
• Kjellberg Orjan N
• Robinson Larry P G
• Ramsey Michael
• Krishnan Arvind
• Khubchandani Jyoti
• Lin Jill Blue
• Al-Alami Mustafa O
• Ellis Jason Aaron
• Myers Christopher A
• Phan Vahn K
• Gulabrani Chitra

Classifications

• G06Q10/40 Primary

  Business processes related to social networking or social networking services · CPC title

• G06F16/23 Primary

  Updating · CPC title

• G06Q30/016

  After-sales · CPC title

• G06F16/9535

  Search customisation based on user profiles and personalisation · CPC title

• H04L67/02

  based on web technology, e.g. hypertext transfer protocol [HTTP] · CPC title