Systems and methods for cross domain service component interaction

Patent metadata

Field	Value
Publication number	US-11520468-B2
Application number	US-202117447223-A
Country	US
Kind code	B2
Filing date	Sep 9, 2021
Priority date	Jul 3, 2012
Publication date	Dec 6, 2022
Grant date	Dec 6, 2022

Abstract

Disclosed are methods, apparatus, systems, and computer readable storage media for interacting with components across different domains in a single user interface in an online social network. The user interface includes a first component and a second component, where the first component exposes content from a first database system at a first network domain and the second component exposes content from a second database system at a second network domain. A first interaction with the first component is received at a computing device, followed by a reference being provided in the second component, where the reference includes information related to the first interaction. A second interaction with the second component regarding the reference can be received at the computing device. Interactions between the components hosted on different database systems can occur through an application programming interface (API).

First claim

What is claimed is:

1. A service cloud knowledge system comprising:
a database system implemented using a server system, the database system configurable to cause:
displaying, at a user device, an agent user interface configurable to: link and unlink answers to communications, perform a search, and present search results;
displaying, in the agent user interface:
an identification of a service request, and
an indication of a selection of email as one of a plurality of channels for communicating with a customer;

obtaining, from the user device, an indication of a search request to find knowledge articles relevant to the service request;
identifying, by at least performing a knowledge article search on one or more databases, one or more knowledge articles satisfying the search request;
displaying, in a knowledge pane of the agent user interface, the identified one or more knowledge articles;
obtaining, from the user device, an indication of a link request to link a selected knowledge article of the identified one or more knowledge articles to the service request;
linking, in a database, the selected knowledge article to the service request;
obtaining, from the user device, an indication of an insert knowledge request to insert the selected knowledge article in a response to the customer;
inserting at least a portion of the selected knowledge article as text in a body of the response to the customer;
obtaining, from the user device, an indication of a send request to send the response to the customer; and
sending the response to the customer by email.

2. The system of claim 1 , wherein the knowledge article search is performed using one or more of: a title of the service request, one or more products of the service request, or one or more categories of the service request.

3. The system of claim 1 , wherein the indication of the search request to find knowledge articles relevant to the service request is based on opening the knowledge pane in the agent user interface.

4. The system of claim 1 , the database system further configurable to cause:
obtaining, from the user device, an indication of additional text entered in the body of the response to the customer.

5. The system of claim 1 , the database system further configurable to cause:
obtaining, from the user device, an indication of a selection of an address of the customer.

6. The system of claim 1 , the database system further configurable to cause:
obtaining, from the user device, a request to unlink the selected knowledge article from the service request; and
unlinking the selected knowledge article from the service request.

7. The system of claim 1 , wherein the service request is a customer relationship management (CRM) record.

8. 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:
displaying, at a user device, an agent user interface configurable to: link and unlink answers to communications, perform a search, and present search results;
displaying, in the agent user interface:
an identification of a service request, and
an indication of a selection of email as one of a plurality of channels for communicating with a customer;

obtaining, from the user device, an indication of a search request to find knowledge articles relevant to the service request;
identifying, by at least performing a knowledge article search on one or more databases, one or more knowledge articles satisfying the search request;
displaying, in a knowledge pane of the agent user interface, the identified one or more knowledge articles;
obtaining, from the user device, an indication of a link request to link a selected knowledge article of the identified one or more knowledge articles to the service request;
linking, in a database, the selected knowledge article to the service request;
obtaining, from the user device, an indication of an insert knowledge request to insert the selected knowledge article in a response to the customer;
inserting at least a portion of the selected knowledge article as text in a body of the response to the customer;
obtaining, from the user device, an indication of a send request to send the response to the customer; and
sending the response to the customer by email.

9. The computer program product of claim 8 , wherein the knowledge article search is performed using one or more of: a title of the service request, one or more products of the service request, or one or more categories of the service request.

10. The computer program product of claim 8 , wherein the indication of the search request to find knowledge articles relevant to the service request is based on opening the knowledge pane in the agent user interface.

11. The computer program product of claim 8 , the instructions further configurable to cause:
obtaining, from the user device, an indication of additional text entered in the body of the response to the customer.

12. The computer program product of claim 8 , the instructions further configurable to cause:
obtaining, from the user device, an indication of a selection of an address of the customer.

13. The computer program product of claim 8 , the instructions further configurable to cause:
obtaining, from the user device, a request to unlink the selected knowledge article from the service request; and
unlinking the selected knowledge article from the service request.

14. The computer program product of claim 8 , wherein the service request is a customer relationship management (CRM) record.

15. A computer-implemented method comprising:
causing display, at a user device, of an agent user interface configurable to: link and unlink answers to communications, perform a search, and present search results;
causing display, in the agent user interface, of:
an identification of a service request, and
an indication of a selection of email as one of a plurality of channels for communicating with a customer;

obtaining, from the user device, an indication of a search request to find knowledge articles relevant to the service request;
identifying, by at least performing a knowledge article search on one or more databases, one or more knowledge articles satisfying the search request;
causing display, in a knowledge pane of the agent user interface, of the identified one or more knowledge articles;
obtaining, from the user device, an indication of a link request to link a selected knowledge article of the identified one or more knowledge articles to the service request;
linking, in a database, the selected knowledge article to the service request;
obtaining, from the user device, an indication of an insert knowledge request to insert the selected knowledge article in a response to the customer;
inserting at least a portion of the selected knowledge article as text in a body of the response to the customer;
obtaining, from the user device, an indication of a send request to send the response to the customer; and
sending the response to the customer by email.

16. The computer-implemented method of claim 15 , wherein the knowledge article search is performed using one or more of: a title of the service request, one or more products of the service request, or one or more categories of the service request.

17. The computer-implemented method of claim 15 , wherein the indication of the search request to find knowledge articles relevant to the service request is based on o

Assignees

• Salesforce Com Inc
• Salesforce Inc

Inventors

• Beechuk Scott D
• Kjellberg Orjan N
• Krishnan Arvind

Classifications

• G06Q10/40 Primary

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

• G06F3/04842 Primary

  Selection of displayed objects or displayed text elements (G06F3/0482 takes precedence) · CPC title

• G06F3/048

  Interaction techniques based on graphical user interfaces [GUI] · CPC title

• G06Q30/0281

  Customer communication at a business location, e.g. providing product or service information, consulting · CPC title

• G06Q30/02

  Marketing; Price estimation or determination; Fundraising · CPC title