The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 13, 2018
Filed:
Jan. 30, 2018
Salesforce.com, Inc., San Francisco, CA (US);
Eric Moore, San Francisco, CA (US);
Sutthipong Thavisomboon, San Francisco, CA (US);
Yuseung Kim, San Francisco, CA (US);
Bryan Hart, Halifax, CA;
Jaroslaw Kozieronek, Halifax, CA;
salesforce.com, inc., San Francisco, CA (US);
Abstract
Methods and systems are provided for responding to customer posts on a plurality of social media channels from a customer service portal of a Customer Relationship Management (CRM) system of an organization. A retrieval system can retrieve, based on one or more rules specified by a rules engine, data from a first customer post on a first social media channel. The first customer post is identified using one or more rules that finds customer posts that warrant a customer service response from the organization. Based on the data from the first customer post, a parser of the CRM system creates a first case that can be displayed at the customer service portal, which automatically pre-populates a first response to the first customer post in compliance with protocols associated with the first social media channel that allow the first response to be communicated via the first social media channel.