Patent application number | Description | Published |
20140032597 | COMPUTER IMPLEMENTED METHODS AND APPARATUS FOR PROCESSING COMMUNICATIONS IN A SERVICE ENVIRONMENT - Disclosed are methods, apparatus, systems, and computer-readable storage media for processing communications in a service environment. In some implementations, a computing device receives an incoming communication directed to the service environment. The incoming communication may include first information associated with the communication. The computing device identifies a first one or more user records as having record information matching the first information or having record information matching a variation of the first information. In some implementations, the computing device opens for display, without reloading a user interface provided in a web browser, a first component displaying the record information of the identified first one or more user records, and one or more search fields configured to receive user input data for performing a search. | 01-30-2014 |
20140032713 | COMPUTER IMPLEMENTED METHODS AND APPARATUS FOR PROVIDING KNOWLEDGE ITEMS RELATED TO A COMMUNICATION - Disclosed are methods, apparatus, systems, and computer-readable storage media for providing knowledge items related to a communication in a service environment. In some implementations, a computing device receives, at a server, a communication associated with a record having record information stored in a record database. The record information may be displayed in attribute fields of a first user interface component displayed at a computing device. The computing device may identify a search term associated with the communication, and select one or more knowledge items from one or more knowledge databases, the one or more knowledge items selected as being associated with the identified search term. The computing device may also provide data identifying the selected one or more knowledge items to the computing device for display in a second user interface component, the data identifying the one or more knowledge items as being of one or more item types. | 01-30-2014 |
20140033076 | COMPUTER IMPLEMENTED METHODS AND APPARATUS FOR COMPOSING AND BATCH PUBLISHING FEED ITEMS IN A FEED-BASED INTERACTION CONTEXT - Disclosed are methods, apparatus, systems, and computer-readable storage media for composing and batch publishing feed items in a user interface in a feed-based interaction context. In some implementations, a computing device provides a first prompt for display in a first user interface component, which is configured to display unpublished feed items. The computing device receives, at the first prompt, first feed item data for a first feed item. Responsive to a request to compose a second feed item, the computing device displays in the first user interface component a second prompt for second feed item data without publishing the first feed item. The computing device receives, at the second prompt, second feed item data for a second feed item of a first record, the first and second feed items being related to the first record. | 01-30-2014 |
20140280329 | SYSTEMS AND METHODS FOR CROSS-REFERENCING FEED ITEMS - Disclosed are methods, apparatus, systems, and computer readable storage media for interacting with a record via a single user interface. The user interface includes a publisher and an information feed. A user may request to interact with the record from the publisher. Information may be submitted through the publisher to interact with the record to update the record. A feed item may be presented for inclusion in the information feed based on the update. One or more entities may be cross-referenced with the feed item so that the same feed item is provided in the feeds of each of the one or more entities. Identification of the entities to be cross-referenced with the feed item can come from data defined by a user in a payload, data defined by a system administrator, and/or record relationship information in a database system. | 09-18-2014 |
20140280577 | SYSTEMS AND METHODS FOR INTERACTING WITH AN APPLICATION IN A PUBLISHER - Disclosed are methods, apparatus, systems, and computer readable storage media for interacting with an application using a publisher in an online social network. A user interface includes a publisher and an information feed. A user may request to expose an application using the publisher. The application may be hosted natively in an on-demand service environment or hosted on a third-party platform. Content from the application is exposed in the publisher via an application programming interface (API). A user may interact with the application via the API through the publisher, and the information feed is updated via the API according to the user interaction with the application. A feed item may be presented for inclusion in the information feed based on the update. | 09-18-2014 |
20140282100 | SYSTEMS AND METHODS FOR CREATING CUSTOM ACTIONS - Disclosed are methods, apparatus, systems, and computer readable storage media for interacting with one or more data objects in an online social network. A user interface includes a publisher with a custom action. The custom action is defined in accordance with custom action instructions provided by a first entity via an application programming interface (API). Such custom action instructions may declaratively or programmatically define the data object, the interaction to be performed with the data object, and other attributes associated with the custom action. A user may request to interact with the data object via selection of the custom action by a second entity. Information may be submitted through the publisher to interact with the data object to update a database system associated with the data object. A feed item may be presented for inclusion in the information feed based on the update. | 09-18-2014 |
20140282101 | SYSTEMS AND METHODS FOR INTERACTING WITH RECORDS VIA A PUBLISHER AND AN INFORMATION FEED - Disclosed are methods, apparatus, systems, and computer readable storage media for interacting with one or more records via a single user interface. The user interface includes a publisher and an information feed. A user may request to interact with a first record from the publisher. Information may be submitted through the publisher to interact with the first record to update the record. A feed item may be presented for inclusion in the information feed based on the update, where the feed item includes one or more actionable selections providing a reference to the first record. When a user selects one of the actionable selections, the user can perform additional interactions with the first record or perform a new interaction with a second record. | 09-18-2014 |
20140307863 | COMPUTER IMPLEMENTED METHODS AND APPARATUS FOR MANAGING AGENT WORKLOAD IN A CUSTOMER SERVICE ENVIRONMENT - Disclosed are methods, apparatus, systems, and computer-readable storage media for managing customer service agent workload in a customer service environment. In some implementations, one or more servers receive a communication associated with a customer case item. The one or more servers determine one or more case attributes associated with the customer case item and identify a first customer service agent having one or more agent attributes that match the one or more case attributes of the customer case item. The one or more servers assign the customer case item to the first customer service agent and provide first data of the customer case item to a first display device associated with the first customer service agent, the first display device configured to display a user interface including a first component indicating the first data of the customer case item. | 10-16-2014 |
20140310608 | COMPUTER IMPLEMENTED METHODS AND APPARATUS FOR RESPONDING TO ACTIONABLE TEXT PATTERNS IN A FEED ITEM - Disclosed are methods, apparatus, systems, and computer-readable storage media for responding to actionable text patterns in a feed item. In some implementations, a computing device receives textual input for a feed item to be published in an information feed. The computing device identifies in the textual input an actionable text pattern and transmits a portion of the actionable text pattern to a server. The computing device receives, from the server, one or more names of entities. The entities may be object records stored in a database, wherein the names of the entities match the portion of the actionable text pattern transmitted to the server. The computing device receives a selection of a first of the one or more names. | 10-16-2014 |