Systems and methods for cross domain service component interaction

Patent metadata

Field	Value
Publication number	US-11934646-B2
Application number	US-202218053076-A
Country	US
Kind code	B2
Filing date	Nov 7, 2022
Priority date	Jul 3, 2012
Publication date	Mar 19, 2024
Grant date	Mar 19, 2024

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:
providing for display, at a user device, an agent user interface identifying service request data, a knowledge article component, and a publisher;
identifying one or more knowledge articles as a search result from a database search performed responsive to an indication of a knowledge article request submitted via the knowledge article component;
visually associating, in the agent user interface, the identified one or more knowledge articles with the service request data;
providing for display, at the user device in association with the knowledge article component, a graphical link element;
linking, through one or more databases and responsive to an indication of a link request submitted via the graphical link element, a selected one or more of the one or more knowledge articles with the service request data;
obtaining, from the user device, an indication of an insert request to insert the selected one or more knowledge articles in a response to a customer;
inserting at least a portion of the selected one or more knowledge articles 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 , the database system further configurable to cause:
performing a knowledge article search using one or more of: a title of a 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 , the database system further configurable to cause:
performing a knowledge article search to find knowledge articles relevant to the service request data based on opening a 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 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 a record 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 one or more knowledge articles from a service request; and
unlinking the selected one or more knowledge articles from the service request.

7. The system of claim 1 , wherein the service request data is associated with 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:
providing for display, at a user device, an agent user interface identifying service request data, a knowledge article component, and a publisher;
identifying one or more knowledge articles as a search result from a database search performed responsive to an indication of a knowledge article request submitted via the knowledge article component;
visually associating, in the agent user interface, the identified one or more knowledge articles with the service request data;
providing for display, at the user device in association with the knowledge article component, a graphical link element;
linking, through one or more databases and responsive to an indication of a link request submitted via the graphical link element, a selected one or more of the one or more knowledge articles with the service request data;
obtaining, from the user device, an indication of an insert request to insert the selected one or more knowledge articles in a response to a customer;
inserting at least a portion of the selected one or more knowledge articles 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 , the instructions further configurable to cause:
performing a knowledge article search using one or more of: a title of a 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 , the instructions further configurable to cause:
performing a knowledge article search to find knowledge articles relevant to the service request data based on opening a 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 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 a record 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 one or more knowledge articles from a service request; and
unlinking the selected one or more knowledge articles from the service request.

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

15. A computer-implemented method comprising:
providing for display, at a user device, an agent user interface identifying service request data, a knowledge article component, and a publisher;
identifying one or more knowledge articles as a search result from a database search performed responsive to an indication of a knowledge article request submitted via the knowledge article component;
visually associating, in the agent user interface, the identified one or more knowledge articles with the service request data;
providing for display, at the user device in association with the knowledge article component, a graphical link element;
linking, through one or more databases and responsive to an indication of a link request submitted via the graphical link element, a selected one or more of the one or more knowledge articles with the service request data;
obtaining, from the user device, an indication of an insert request to insert the selected one or more knowledge articles in a response to a customer;
inserting at least a portion of the selected one or more knowledge articles 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 , further comprising:
performing a knowledge article search using one or more of: a title of a 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 , further comprising:
performing a knowledge article search to find knowledge articles relevant to the service request data based on opening a knowledge pane in the agent user interface.

18. The computer-implemented method of claim 15 , further comprising:
obtaining, from the user device, an indication of text entered in the body of the response to the customer.

19. The computer

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

• G06Q30/01

  Customer relationship services · CPC title

• G06F3/04842 Primary

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

• G06Q50/01

  Physics · mapped topic

• H04L51/52

  for supporting social networking services · CPC title