Service cloud console

Patent metadata

Field	Value
Publication number	US-9830054-B2
Application number	US-201414477705-A
Country	US
Kind code	B2
Filing date	Sep 4, 2014
Priority date	Mar 12, 2010
Publication date	Nov 28, 2017
Grant date	Nov 28, 2017

Abstract

Various embodiments described or referenced herein are directed to different methods, systems, and computer program products for providing contextual information regarding database records via a user interface. A user interface is provided in a browser in accordance with information received from one or more servers in communication with a database system storing records and contextual information. The user interface comprises a first component and a second component, the first component comprising data of a record stored in the database system, the second component comprising contextual information related to the record data. A modification to the record data is received. A request for updated contextual information is transmitted to the one or more servers, the request identifying at least a portion of the modification. The updated contextual information is received from the one or more servers and displayed in the second component without reloading the user interface.

First claim

What is claimed is:

1. A system for providing contextual information regarding database records via a user interface, the system comprising:
a database system implemented using one or more servers comprising one or more processors, the database system configurable to cause:
providing, to a computing device, information capable of being processed by the computing device to display a user interface comprising a first component and a second component, the information comprising:
data of fields of a record stored in a first database, the record data being displayable in the fields in the first component of the user interface, and
first contextual information related to the record data, the first contextual information being identifiable using one or more contextual objects stored in a second database, the first contextual information being displayable in the second component of the user interface;

processing a modification to the record data of one or more of the fields, the modification received from the computing device;
identifying, using the one or more contextual objects, second contextual information as being relevant to the modification, the second contextual information being different from the first contextual information; and
providing, to the computing device, the second contextual information, the second contextual information capable of being processed by the computing device to update the user interface to display, without reloading the user interface, updated contextual information comprising the second contextual information in the second component of the user interface.

2. The system of claim 1 , wherein the updated contextual information comprises entitlements information for a customer account, the entitlements information indicating support eligibility for the customer account.

3. The system of claim 1 , wherein the updated contextual information comprises offer management information, the offer management information indicating offers relevant to a customer account associated with the record.

4. The system of claim 1 , wherein the updated contextual information comprises call scripting information, the call scripting information indicating a series of steps for a customer service agent to perform in a call with a customer for carrying out a task.

5. The system of claim 1 , wherein the modification indicates a problem concerning the record.

6. The system of claim 5 , wherein the updated contextual information comprises one or more links to web pages describing possible solutions to the problem.

7. The system of claim 5 , wherein the updated contextual information comprises a contextual decision tree providing possible solutions to the problem.

8. The system of claim 1 , wherein the second component displays a webpage hosted by an external server external to the database system, the webpage being displayed within an HTML iframe.

9. The system of claim 1 , wherein the second component is a custom console component.

10. The system of claim 1 , wherein the user interface comprises an on-demand call center service available to a plurality of organizations, the computing device associated with a first one of the organizations.

11. The system of claim 10 , wherein the database system stores customer account information for a plurality of customers of the first organization.

12. The system of claim 11 , wherein the record is associated with a first one of the customers and the updated contextual information is customized according to an identity of the first customer.

13. A computer implemented method for providing contextual information regarding database records via a user interface, the method comprising:
providing, from a database system to a computing device, information capable of being processed by the computing device to display a user interface comprising a first component and a second component, the information comprising:
data of fields of a record stored in a first database, the record data being displayable in the fields in the first component of the user interface, and
first contextual information related to the record data, the first contextual information being identifiable using one or more contextual objects stored in a second database, the first contextual information being displayable in the second component of the user interface;

receiving, from the computing device, a modification to the record data of one or more of the fields;
identifying, using the one or more contextual objects, second contextual information as being relevant to the modification, the second contextual information being different from the first contextual information; and
providing, to the computing device, the second contextual information, the second contextual information capable of being processed by the computing device to update the user interface to display, without reloading the user interface, updated contextual information comprising the second contextual information in the second component of the user interface.

14. The computer implemented method of claim 13 , wherein the updated contextual information comprises entitlements information for a customer account, the entitlements information indicating support eligibility for the customer account.

15. The computer implemented method of claim 13 , wherein the updated contextual information comprises offer management information, the offer management information indicating offers relevant to a customer account associated with the record.

16. The computer implemented method of claim 13 , wherein the updated contextual information comprises call scripting information, the call scripting information indicating a series of steps for a customer service agent to perform in a call with a customer for carrying out a task.

17. 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 including instructions configured to cause:
providing, to a computing device, information capable of being processed by the computing device to display a user interface comprising a first component and a second component, the information comprising:
data of fields of a record stored in a first database, the record data being displayable in the fields in the first component of the user interface, and
first contextual information related to the record data, the first contextual information being identifiable using one or more contextual objects stored in a second database, the first contextual information being displayable in the second component of the user interface;

processing a modification to the record data of one or more of the fields;
identifying, using the one or more contextual objects, second contextual information as being relevant to the modification, the second contextual information being different from the first contextual information; and
providing, to the computing device, the second contextual information, the second contextual information capable of being processed by the computing device to update the user interface to display, without reloading the user interface, updated contextual information comprising the second contextual information in the second component of the user interface.

18. The computer program product of claim 17 , wherein the updated contextual information comprises entitlements information for a customer account, the entitlements information indicating support eligibility for the customer account.

19. The computer program product

Assignees

• Salesforce Com Inc

Inventors

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

Classifications

• G06F16/248

  Presentation of query results · CPC title

• G06F3/0481

  based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance · CPC title

• H04L41/22

  comprising specially adapted graphical user interfaces [GUI] · CPC title

• G06F3/0483

  Interaction with page-structured environments, e.g. book metaphor · CPC title

• H04L41/5061

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