Granted Patent B2

US 12,189,650 · App. 17/821,897 · Granted Jan 7, 2025

Inventor: Subrata Ashe (Walnut Creek, CA)

Assignee: Salesforce, Inc.

G06F16/27G06F16/219G06F16/90332G06F16/9535G10L15/22H04L67/02H04L67/10G06F16/24522

Abstract

Claims (54)

1. A system comprising:

a server system comprising a memory and one or more processors, the server system configurable to cause:

tracking, using a database:

subsets of types of customer records configured to store data for managing customers of an enterprise, and

subsets of commands available to users according to different roles for the enterprise, the different roles associated with different subsets of user permissions;

identifying, for a particular user of a mobile device, one of the roles as being assigned to the user for the enterprise;

determining, for the user device having the identified role, one or more of the subsets of types of customer records and one or more of the subsets of commands available to the user having the identified role according to one or more of the subsets of user permissions associated with the identified role in a memory;

obtaining, from the mobile device, user input associated with creating or updating one or more of a plurality of customer records in a database, the user input indicating a selected one of the types of customer records available to the user having the identified role;

processing the user input using one or more linguistic parameters;

retrieving information associated with the processed input;

providing, to the mobile device, a response to the user input, the response including response data associated with the one or more customer records;

obtaining, from the mobile device, a request to perform an action in relation to the one or more customer records, the requested action including a selected one of the commands available to the user having the identified role; and

performing the requested action in relation to the one or more customer records, the performing of the requested action including creating or updating customer management data of the one or more customer records.

2. The system of claim 1 , wherein the server system is configurable to communicate with the mobile device, at least in part, by text messaging.

3. The system of claim 1 , wherein the one or more customer records includes a contact, and the requested action pertains to details of the contact.

4. The system of claim 1 , wherein the requested action includes one or more of: write to a contact, read an account, read an opportunity, read a case, or read a lead.

5. The system of claim 1 , wherein the requested action pertains to one or more leads assigned to the one or more customer records.

6. The system of claim 1 , wherein processing the user input includes identifying the user input as a voice command.

7. The system of claim 1 , wherein processing the user input includes analyzing vocabulary.

8. The system of claim 1 , wherein processing the user input includes processing associated with one or more enterprise applications associated with a database system.

9. A computer program product comprising computer-readable program code capable of being executed by one or more processors when retrieved from a non-transitory computer-readable medium, the program code comprising instructions configurable to cause:

tracking, using a database:

subsets of types of customer records configured to store data for managing customers of an enterprise, and

subsets of commands available to users according to different roles for the enterprise, the different roles associated with different subsets of user permissions;

identifying, for a particular user of a mobile device, one of the roles as being assigned to the user for the enterprise;

determining, for the user device having the identified role, one or more of the subsets of types of customer records and one or more of the subsets of commands available to the user having the identified role according to one or more of the subsets of user permissions associated with the identified role in a memory;

obtaining, from the mobile device, user input associated with creating or updating one or more of a plurality of customer records in a database, the user input indicating a selected one of the types of customer records available to the user having the identified role;

processing the user input using one or more linguistic parameters;

retrieving information associated with the processed input;

providing, to the mobile device, a response to the user input, the response including response data associated with the one or more customer records;

obtaining, from the mobile device, a request to perform an action in relation to the one or more customer records, the requested action including a selected one of the commands available to the user having the identified role; and

performing the requested action in relation to the one or more customer records, the performing of the requested action including creating or updating customer management data of the one or more customer records.

10. The computer program product of claim 9 , wherein the one or more customer records includes a contact, and the requested action pertains to details of the contact.

11. The computer program product of claim 9 , wherein the requested action includes one or more of: write to a contact, read an account, read an opportunity, read a case, or read a lead.

12. The computer program product of claim 9 , wherein the requested action pertains to one or more leads assigned to the one or more customer records.

13. The computer program product of claim 9 , wherein processing the user input includes analyzing vocabulary.

14. The computer program product of claim 9 , wherein processing the user input includes processing associated with one or more enterprise applications associated with a database system.

15. A method comprising:

tracking, using a database:

subsets of types of customer records configured to store data for managing customers of an enterprise, and

subsets of commands available to users according to different roles for the enterprise, the different roles associated with different subsets of user permissions;

identifying, for a particular user of a mobile device, one of the roles as being assigned to the user for the enterprise;

determining, for the user having the identified role, one or more of the subsets of types of customer records and one or more of the subsets of commands available to the user having the identified role according to one or more of the subsets of user permissions associated with the identified role in a memory;

obtaining, from the mobile device, user input associated with creating or updating one or more of a plurality of customer records in a database, the user input indicating a selected one of the types of customer records available to the user having the identified role;

processing the user input using one or more linguistic parameters;

retrieving information associated with the processed input;

providing, to the mobile device, a response to the user input, the response including response data associated with the one or more customer records;

obtaining, from the mobile device, a request to perform an action in relation to the one or more customer records, the requested action including a selected one of the commands available to the user having the identified role; and

performing the requested action in relation to the one or more customer records, the performing of the requested action including creating or updating customer management data of the one or more customer records.

16. The method of claim 15 , wherein the one or more customer records includes a contact, and the requested action pertains to details of the contact.

17. The method of claim 15 , wherein the requested action includes one or more of: write to a contact, read an account, read an opportunity, read a case, or read a lead.

18. The method of claim 15 , wherein the requested action pertains to one or more leads assigned to the one or more customer records.

19. The method of claim 15 , wherein processing the user input includes identifying the user input as a voice command.

20. The method of claim 15 , wherein processing the user input includes processing associated with one or more enterprise applications associated with a database system.

Continuity (3)

References Cited (204)