Service cloud console

Patent metadata

Field	Value
Publication number	US-2016019550-A1
Application number	US-201514727067-A
Country	US
Kind code	A1
Filing date	Jun 1, 2015
Priority date	Mar 12, 2010
Publication date	Jan 21, 2016
Grant date	—

Abstract

Disclosed are some examples of methods, apparatus, systems and computer program products related to a user interface providing a call center service. In some implementations, the user interface presents session tabs and application tabs. A session tab can have a parent-child relationship with an application tab. Customer data can be retrieved from a database, where the customer data includes account data and child data. The customer data can be provided to cause display in the user interface of the account data in association with a first session tab and the child data in association with a first application tab. Edits to the child data can cause the first application tab to be designated as unsaved.

First claim

What is claimed is:

1 . A database system comprising:
at least one database storing a plurality of data objects; and at least one server operable to cause:
providing user interface data to a client machine, the user interface data capable of being processed by the client machine to display on a display device of the client machine a user interface providing at least one call center service, the user interface capable of presenting a plurality of session tabs and a plurality of application tabs, a first one of the session tabs having a parent-child relationship with at least one first application tab presentable within the first session tab;
retrieving, from a database, customer data associated with a customer, the customer data comprising at least: account data of an account data object maintained for the customer in the database, and child data maintained in the database;
providing the retrieved customer data to the client machine, the customer data capable of being processed by the client machine to display in the user interface the account data in association with the first session tab and to display in the user interface the child data in association with a first application tab;
receiving, from the client machine, edited data indicating at least one modification to the child data; and
designating, responsive to receiving the edited data, the first application tab as unsaved.

2 . The database system of claim 1 , the child data being of a child data object maintained in the database, the child data object having a child-parent relationship with the account data object.

3 . The database system of claim 1 , the child data being data of a web page external to the at least one call center service.

4 . The database system of claim 1 , the server further operable to cause:
detecting, via the user interface, an interrupt event associated with possible loss of the edited data; displaying a warning message in the user interface, the warning message indicating the detection of the interrupt event; and sending, to the client machine, an indication of at least one operation to perform in response to the interrupt event.

5 . The database system of claim 4 , wherein the interrupt event comprises at least one of:
an attempt to close the user interface, an attempt to navigate away from the user interface, an attempt to close a session tab, or an attempt to close an application tab.

6 . The database system of claim 1 , wherein designating the first application tab as unsaved comprises:
setting a state indication for the first application tab indicating that the first application tab is in an unsaved state; and displaying in the user interface the indication that the first application tab is in the unsaved state.

7 . A method comprising:
providing user interface data to a client machine, the user interface data capable of being processed by the client machine to display on a display device of the client machine a user interface providing at least one call center service, the user interface capable of presenting a plurality of session tabs and a plurality of application tabs, a first one of the session tabs having a parent-child relationship with at least one first application tab presentable within the first session tab; retrieving, from a database, customer data associated with a customer, the customer data comprising at least: account data of an account data object maintained for the customer in the database, and child data maintained in the database; providing the retrieved customer data to the client machine, the customer data capable of being processed by the client machine to display in the user interface the account data in association with the first session tab and to display in the user interface the child data in association with a first application tab; receiving, from the client machine, edited data indicating at least one modification to the child data; and designating, responsive to receiving the edited data, the first application tab as unsaved.

8 . The method of claim 7 , the child data being of a child data object maintained in the database, the child data object having a child-parent relationship with the account data object.

9 . The method of claim 7 , the child data being data of a web page external to the at least one call center service.

10 . The method of claim 7 , the method further comprising:
detecting, via the user interface, an interrupt event associated with possible loss of the edited data; displaying a warning message in the user interface, the warning message indicating the detection of the interrupt event; and sending, to the client machine, an indication of at least one operation to perform in response to the interrupt event.

11 . The method of claim 10 , wherein the interrupt event comprises at least one of: an attempt to close the user interface, an attempt to navigate away from the user interface, an attempt to close a session tab, or an attempt to close an application tab.

12 . The method of claim 7 , wherein designating the first application tab as unsaved comprises:
setting a state indication for the first application tab indicating that the first application tab is in an unsaved state; and displaying in the user interface the indication that the first application tab is in the unsaved state.

13 . A system comprising:
database system software stored on a non-transitory data storage medium for execution by at least one server of a database system, the database system software configured to cause:
providing user interface data to a client machine, the user interface data capable of being processed by the client machine to display on a display device of the client machine a user interface providing at least one call center service, the user interface capable of presenting a plurality of session tabs and a plurality of application tabs, a first one of the session tabs having a parent-child relationship with at least one first application tab presentable within the first session tab;
retrieving, from a database, customer data associated with a customer, the customer data comprising at least: account data of an account data object maintained for the customer in the database, and child data maintained in the database;
providing the retrieved customer data to the client machine, the customer data capable of being processed by the client machine to display in the user interface the account data in association with the first session tab and to display in the user interface the child data in association with a first application tab;
receiving, from the client machine, edited data indicating at least one modification to the child data; and
designating, responsive to receiving the edited data, the first application tab as unsaved.

14 . The system of claim 13 , the child data being of a child data object maintained in the database, the child data object having a child-parent relationship with the account data object.

15 . The system of claim 13 , the child data being data of a web page external to the at least one call center service.

16 . The system of claim 13 , the database system software further configured to cause:
detecting, via the user interface, an interrupt event associated with possible loss of the edited data; displaying a warning message in the user interface, the warning message indicating the detection of the interrupt event; and sending, to the client machine, an indication of at least one operation to perform in response to the interrupt event.

17 . The system of claim 16

Assignees

• Salesforce Com Inc

Inventors

• Casalaina Marco S
• Ellis Jason A
• Yung David
• Fu Luke
• Wulff Eric
• Gulabrani Chitra
• Thavisomboon Sutthipong
• Doan Natalie
• Weiss Steve

Classifications

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• G06F16/9577

  Optimising the visualization of content, e.g. distillation of HTML documents · CPC title

• G06F16/24575

  using context · CPC title

• G06F16/248

  Presentation of query results · CPC title

• H04L41/5061

  characterised by the interaction between service providers and their network customers, e.g. customer relationship management · CPC title