Systems and methods for cross domain service component interaction

Patent metadata

Field	Value
Publication number	US-12299265-B2
Application number	US-202418441454-A
Country	US
Kind code	B2
Filing date	Feb 14, 2024
Priority date	Jul 3, 2012
Publication date	May 13, 2025
Grant date	May 13, 2025

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 system comprising:
a database system implemented using a server system, the database system configurable to cause:
displaying, at a user device, a user interface to present a service request tracked using one or more records stored in one or more databases, the presentation including:
details of the service request,
a knowledge pane including:
a search component to search for articles relevant to the service request, and
a results component to present articles satisfying the search, and

a message composing component to: select a channel for communicating with a customer, and compose a message to the customer;

obtaining, via the search component of the knowledge pane, a search request to find articles relevant to the service request;
identifying, at least by performing an article search on one or more databases, one or more articles satisfying the search request;
displaying, in the results component of the knowledge pane, the identified one or more articles;
obtaining, from the user device, an insert knowledge request to add a selected one or more articles displayed in the results component of the knowledge pane to a message to the customer;
adding the selected one or more articles to the message to the customer, including inserting at least a portion of content of the selected one or more articles in the message to the customer;
obtaining, from the user device, a send request to send the message to the customer; and
sending the message to the customer via the selected channel.

2. The system of claim 1 , wherein the search request identifies one or more of: one or more search terms, one or more products, one or more categories, one or more languages, or one or more locales.

3. The system of claim 1 , the database system further configurable to cause:
linking, through one or more databases, the selected one or more articles to the service request responsive to a link request from the user device.

4. The system of claim 3 , wherein linking the selected one or more articles to the service request includes one or more of: adding text from an article or adding a link to an article.

5. The system of claim 3 , wherein linking the selected one or more articles to the service request includes saving the service request.

6. The system of claim 1 , wherein the selected channel is email.

7. The system of claim 1 , wherein the search request is obtained following opening of the knowledge pane in the user interface.

8. A computer program product comprising a non-transitory computer-readable medium storing computer-readable program code to be executed by one or more processors, the program code comprising instructions configurable to cause:
displaying, at a user device, a user interface to present a service request tracked using one or more records stored in one or more databases, the presentation including:
details of the service request,
a knowledge pane including:
a search component to search for articles relevant to the service request, and
a results component to present articles satisfying the search, and a message composing component configurable to: select a channel for communicating with a customer, and compose a message to the customer;

obtaining, via the search component of the knowledge pane, a search request to find articles relevant to the service request;
identifying, at least by performing an article search on one or more databases, one or more articles satisfying the search request;
displaying, in the results component of the knowledge pane, the identified one or more articles;
obtaining, from the user device, an insert knowledge request to add a selected one or more articles displayed in the results component of the knowledge pane to a message to the customer;
adding the selected one or more articles to the message to the customer, including inserting at least a portion of content of the selected one or more articles in the message to the customer;
obtaining, from the user device, a send request to send the message to the customer; and
sending the message to the customer via the selected channel.

9. The computer program product of claim 8 , wherein the search request identifies one or more of: one or more search terms, one or more products, one or more categories, one or more languages, or one or more locales.

10. The computer program product of claim 8 , the instructions further configurable to cause:
linking, through one or more databases, the selected one or more articles to the service request responsive to a link request from the user device.

11. The computer program product of claim 10 , wherein linking the selected one or more articles to the service request includes one or more of: adding text from an article or adding a link to an article.

12. The computer program product of claim 10 , wherein linking the selected one or more articles to the service request includes saving the service request.

13. The computer program product of claim 8 , wherein the selected channel is email.

14. The computer program product of claim 8 , wherein the search request is obtained following opening of the knowledge pane in the user interface.

15. A computer-implemented method comprising:
displaying, at a user device, a user interface to present a service request tracked using one or more records stored in one or more databases, the presentation including:
details of the service request,
a knowledge pane including:
a search component to search for articles relevant to the service request, and
a results component to present articles satisfying the search, and

a message composing component to: select a channel for communicating with a customer, and compose a message to the customer;

obtaining, via the search component of the knowledge pane, a search request to find articles relevant to the service request;
identifying, at least by performing an article search on one or more databases, one or more articles satisfying the search request;
displaying, in the results component of the knowledge pane, the identified one or more articles;
obtaining, from the user device, an insert knowledge request to add a selected one or more articles displayed in the results component of the knowledge pane to a message to the customer;
adding the selected one or more articles to the message to the customer, including inserting at least a portion of content of the selected one or more articles in the message to the customer;
obtaining, from the user device, a send request to send the message to the customer; and
sending the message to the customer via the selected channel.

16. The computer-implemented method of claim 15 , wherein the search request identifies one or more of: one or more search terms, one or more products, one or more categories, one or more languages, or one or more locales.

17. The computer-implemented method of claim 15 , further comprising:
linking, through one or more databases, the selected one or more articles to the service request responsive to a link request from the user device.

18. The computer-implemented method of claim 17 , wherein linking the selected one or more articles to the service request includes one or more of: adding text from an article or adding a link to an article.

19. The computer-implemented method of claim 17 , wherein linking the selected one or more articles to the service request includes saving the service request.

20. The computer-implemented method of claim 15 , wherein the selected channel is email.

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

• H04L51/52

  for supporting social networking services · CPC title

• G06F3/048

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

• G06Q30/00

  Commerce · CPC title