Customer relationship management system with hierarchical tagging
A hierarchical tagging system and method are provided. In one embodiment, a software-based customer relationship management system and method may include the hierarchical tagging system.
1. A software application system, comprising:
a computing device with memory and a processing unit;
an application stored in the memory and having a plurality of lines of computer code wherein the plurality of lines of computer code are executed by the processing unit of the computing device to generate a user interface of the application;
a database coupled to the computing device and storing a multiplicity of articles associated with the application;
the application further comprising a hierarchical tagging component executing in the memory that stores in the database one or more tags arranged hierarchically in a tag hierarchy for an article amongst the articles wherein each article amongst the articles is tagged with a tag in the tag hierarchy and wherein the hierarchical tagging component performs a search for articles based on one or more selected tags in the tag hierarchy, the hierarchical tagging component further linking one of the tags of the tag hierarchy to a parent tag that refers to a collection of others of the tags of the tag hierarchy and monitoring a collection of the others of the tags without using a duplicate list of tags.
2. The system of claim 1 , wherein the application is a customer relationship management (CRM) application.
3. The system of claim 1 , wherein a particular tag amongst the tags in the tag hierarchy is labeled a favorite tag.
4. The system of claim 1 , wherein a particular tag in the tag hierarchy further comprises a deprecated flag that provides a link to a new tag in the tag hierarchy.
5. The system of claim 1 , wherein the articles are included as part of a knowledgebase of the CRM application.
6. The system of claim 5 , further comprising an article list view of articles in the knowledgebase associated with a selected one of the tags in the tag hierarchy.
7. The system of claim 6 , wherein the articles in the article list view are associated with a child tag of the selected one of the tags in the tag hierarchy.
8. The system of claim 1 , further comprising a tag translation unit executing in the memory, the tag translation unit translating different ones of the tags in the tag hierarchy into a selected foreign language.
9. A hierarchical tagging method for a software application system operated on a computing device with a processing unit wherein the application has a plurality of lines of computer code, the method comprising:
generating a user interface of an application the application comprising a multiplicity of articles viewable through the user interface of the application;
storing, in the application, one or more tags arranged hierarchically in a tag hierarchy for an article amongst the articles wherein each article is tagged with a tag in the tag hierarchy;
linking one of the tags of the tag hierarchy to a parent tag that refers to a collection of others of the tags of the tag hierarchy and monitoring a collection of the others of the tags without using a duplicate list of tags; and
performing, using the application, a search for an article amongst the articles based on one or more selected tags.
10. The method of claim 9 , wherein the application is a customer relationship management (CRM) application.
11. The method of claim 9 , wherein a particular tag amongst the tags in the tag hierarchy is labeled a favorite tag.
12. The method of claim 9 linking a new tag to a tag in the tag hierarchy with a deprecated flag.
13. The method of claim 9 further comprising searching for a tag at a specified level of the tag hierarchy.
14. The method of claim 9 , wherein the articles are included as part of a knowledgebase of the CRM application.
15. The method of claim 14 , further comprising displaying in an article list view articles in the knowledgebase associated with a selected one of the tags in the tag hierarchy.
16. The method of claim 15 , wherein the articles in the article list view are associated with a child tag of the selected one of the tags in the tag hierarchy.
17. The method of claim 9 , further comprising translating different ones of the tags in the tag hierarchy into a selected foreign language.