Salesforce Com, Inc.

Jason Aaron Ellis

Marco Casalaina

Chitra Gulabrani

Vahn K Phan

Mustafa O Al-Alami

David Yung

Sutthipong Thavisomboon

Michael Ramsey

Natalie Doan

Luke Fu

Eric Wulff

Steve Weiss

Arvind Krishnan

Rachel Wang

Gautam Vasudev

Orjan Nils Kjellberg

Scott D Beechuk

Jill Blue Lin

Rahul Kaw

Jyoti Khubchandani

Christopher A Myers

Larry P G Robinson

Benjamin Carl Snyder

Margaret Law

Rashmi Channarayapattna

Xuefeng Wang

Anshu Agarwal

Ian Price Swinson

Evan Michael Moses

Reddy Prasad Yerradoddi

Elena Schneider

Techniques for providing feed-based case management on an online social network. A user interface that includes a publisher and an information feed is provided. Information associated with a record is received and the record is updated in a database system. A feed item associated with the database system update is generated and provided in the information feed. The feed item includes one or more actionable selections providing a reference to the publisher. Selection of one of the one or more actionable selections causes the publisher to be operable to receive further information associated with the record. The record is capable of being updated based on the further information. In some implementations, the record is a case and the user interface serves as a single interface for all interactions required in solving the case.

Computer implemented methods and apparatus for feed-based case management

Disclosed are systems, apparatus, methods, and computer readable media for interfacing with a phone system in an on-demand service environment. In one embodiment, a client machine is in communication with a data provider and the phone system. The phone system is operated by a phone provider separate from the data provider. A message is received at the client machine from the phone system. The message includes information regarding a phone event in relation to a phone call. The phone event information is provided in a first part of a user interface in a web browser on the client machine. A second part of the user interface is capable of displaying information received at the client machine from the data provider. The first part of the user interface and the second part of the user interface are adapted to communicate with one another. For example, the first part of the user interface is adapted to send a message including the phone event information to the second part of the user interface.

Methods and apparatus for interfacing with a phone system in an on-demand service environment

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.

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 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.

Computer implemented methods and apparatus for composing and batch publishing feed items in a feed-based interaction context

Disclosed are methods, systems, and computer program products for providing cross-domain communication via a user interface provided in a web browser. One or more servers of a database system receive an indication of a first event message sent from a second user interface component to a first user interface component of the user interface, the first event message comprising a request to perform a first operation. The one or more servers identify a first one or more trusted data network domains for a first application displayed in the first user interface component. The one or more servers determine that the first one or more trusted data network domains comprise a second data network domain for a third party application displayed in the second user interface component. The one or more servers determine that the first operation is a safe operation and perform the first operation.

Service cloud console

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.

In some implementations, a system causes a set of main tabs to be displayed at a first portion of a display. The system is configured to receive a user selection of a selected main tab. In response, the system causes a set of secondary tabs to be displayed at a second portion of the display. The system is configured to receive user input to manipulate the secondary tabs causing a rearrangement of the secondary tabs into a new order and/or causing one or more of the secondary tabs to be hidden. Based on the user input, the system causes the manipulated set of secondary tabs to be displayed and stores information defining the manipulated set of secondary tabs. Upon a subsequent access by the user of a database object associated with the selected main tab, the system causes the manipulated set of secondary tabs to be displayed.

Tab navigation and page view personalization

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.

Systems and methods are provided for dynamic list views and detail pages. A database system can update a subscribed field in a data record when the field is updated and when a user interface is displaying the field in a list view. The system can provide a notification of an update for a subscribed field in a data record when the field is updated and when a user interface is displaying the field in a list view.

Systems and methods for dynamic list views and detail pages

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.

Computer implemented methods and apparatus for managing agent workload in a customer service environment

Growing community of inventors

Geneva, IL, United States of America

Jason Aaron Ellis