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:
Feb. 04, 2020
Filed:
Dec. 18, 2014
Salesforce.com, Inc., San Francisco, CA (US);
Bruno Roustant, Froges, FR;
Marc Brette, Domene, FR;
Pierre-Yves Chevalier, Biviers, FR;
Francois Lopitaux, San Francisco, CA (US);
Ghislain Brun, Meylan, FR;
Ilan Ginzburg, St. Pancrasse, FR;
Jean-Baptiste Charlety, Grenoble, FR;
Pierre Salagnac, Grenoble, FR;
Son Thanh Chang, Oakland, CA (US);
SALESFORCE.COM, INC., San Francisco, CA (US);
Abstract
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.