Servicenow, Inc.

Harish Kumar Balachandra Bellamane

Sanjay Kumar Gupta

Sarup Paul

Scott Michael Rhodes

Prithvi Yoganand

Udom Dwivedi

Evan Ross Lipton

Surabhi Seetharam

Vytesh Ramesh

Vamsi Krishna Soma

Yong Liang

Victor Chung-Wai Chan

Ryan Christopher Currier

Arun Shivaramakrishna

Tian Ye

Parul Upadhyaya

Ruoyu Wang

The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Customer service management

A computational instance may contain queues configured to hold work items. The work items may be representations of user submissions requesting actions from a plurality of agents. The computational instance may also contain computing devices configured to: (a) obtain a set of assignment rules that specify mappings between (i) respective selection criteria for the assignment rules, and (ii) one or more candidate agents from the plurality of agents that can be assigned to address the work items with content that match the respective selection criteria, (b) read, from the queues, a work item corresponding to a user submission, (c) iterate through the assignment rules according to an ordering until a particular assignment rule with associated selection criteria that matches content of the work item is found, and (d) assign the work item to a particular agent from the one or more candidate agents.

Workflows with rule-based assignments

The present disclosure relates to enabling clients to identify qualified developers for software development projects. An example method of operating a developer exchange server includes updating stored progress of developers for mission-related activities, wherein the mission-related activities correspond to features of a software platform, and determining, based on the stored progress of each of the developers, a confidence score for each of the developers for each of the features. The method includes receiving a search request that indicates a subset of the features and corresponding confidence thresholds for each of the subset of features, and in response, determining a ranked listing of qualified developers based on the subset of the features, the corresponding confidence thresholds, and the respective confidence score of each of the developers for each of the subset of features. The method further includes providing the ranked listing of qualified developers in response to the search request.

Mission-based developer certification system and method

A computer-implemented method is provided that includes receiving, from a first client device associated with a managed network, a request for a record from a plurality of records that relate to the managed network. A depiction of a first graphical user interface that visually represents part of the record is sent to the first device and a representation of a selected portion of the record, that includes text from the part of the record that was visually represented, is received from the first device. A request for the summary of the record is then received from a second client device associated with the managed network and a depiction of a second graphical user interface that visually represents the summary of the record is transmitted to the second device. The depiction of the second graphical user interface is representative of at least the selected portion.

Automated document summaries using highlighting

An embodiment may involve persistent storage containing definitions of a set of queues and a set of servers, and wherein the servers are respectively associated with deactivation times. One or more processors may be configured to: (i) identify, by an assignment engine, an incoming request in a particular queue, wherein the incoming request is ready for assignment to one of the servers; (ii) determine, by the assignment engine and based on data associated with the incoming request, an expected duration for servicing of the incoming request; (iii) calculate, by the assignment engine and based on the deactivation times, times remaining in service for each of the servers; (iv) select, by the assignment engine and from the servers, a particular server that has a time remaining that is greater than the expected duration; and (v) assign, by the assignment engine, the incoming request to the particular server.

Assignments of incoming requests to servers in computing clusters and other environments

Growing community of inventors

San Jose, CA, United States of America

Harish Kumar Balachandra Bellamane