Salesforce Com, Inc.

Francois Lopitaux

Nicolas Paymal

Mark Fischer

Etienne Giraudy

Gregoire Lejeune

Marc Brette

Orjan Nils Kjellberg

Pierre-Yves Chevalier

Bruno Roustant

Jill Blue Lin

Ilan Ginzburg

Natalie Doan

Medha Pradhan

Son Thanh Chang

Gene Rivera

Pierre Salagnac

Ghislain Brun

Jean-Baptiste Charlety

Fabien Cochard

Xavier Hosxe

Frederic Voituret

Sylvana Bounthiem

A database system may generate a new case associated with a customer support query. The database system may initiate a search for other cases related to the new case and identify articles linked to the related cases. The database system may identify more relevant articles by finding the related cases that use a similar vocabulary for describing similar customer problems. The database system then identifies the articles used for resolving the prior problems. Thus, the database system may bridge the gap between vocabularies used by customers to describe problems and vocabularies used in articles to describe solutions to those problems.

Identifying relevant material for cases

In accordance with embodiments, there are provided mechanisms and methods for adjusting a data query. These mechanisms and methods for adjusting a data query can enable more relevant query results, increased efficiency and revenue, optimized customer interaction, etc.

System, method and computer program product for adjusting a data query

Data category visibility are defined at the permission set and profile levels so that users who may not be assigned a role can have the data filtered by data category access rules. In an embodiment, data is filtered based on products or projects so that the products or project can be used as a data category group, once the product or project as been assigned to the user, the user may be granted access, via a data category visibility in a permission set, regardless of the user's role or position in the user hierarchy.

Methods and systems for managing access to data in an on-demand system

Knowledge base is gaining popularity as a customer support tool. Customers search the knowledge base for solutions to their issues. Keywords searched in knowledge base are analyzed and reports are made available for managers and supervisors to understand the trends and requirements of customers. The number of keywords searched can be extremely large in some organizations. In this specification, storing the keywords in a meaningful way in order to generate report for further analysis is discussed. Efficient data storage helps in managing voluminous data and also reducing the amount of memory required to store the data. Any of the above embodiments can be used independently or together with any combination of other embodiments.

Methods and systems for analyzing search terms in a multi-tenant database system environment

Mechanisms and methods for enabling customers to manage multi-lingual knowledge bases, so that end users can access articles based on a language the end user chooses, while also providing publishers with tools to manage articles in different languages and to translate them, either using an external vendor or leveraging in house translators, and providing administrators (knowledge managers) with the ability to setup or choose which languages are available in the knowledge base, as well as default language assignments for translations.

Multi-lingual knowledge base

Growing community of inventors

San Francisco, CA, United States of America

Francois Lopitaux