SHARING KNOWLEDGE ARTICLE CONTENT VIA A DESIGNATED COMMUNICATION CHANNEL IN AN ENTERPRISE SOCIAL NETWORKING AND CUSTOMER RELATIONSHIP MANAGEMENT (CRM) ENVIRONMENT

摘要

Disclosed are examples of systems, apparatus, methods and computer program products for sharing knowledge article content. In some implementations, a customer relationship management (CRM) record having a dedicated feed in a social networking system can be processed. A selection of a knowledge article can be received via a user interface. A communication channel can be identified. Selected knowledge article content of selected layout attributes corresponding to the identified communication channel can be inserted into a message. The message can be sent to a recipient device via the identified communication channel.

主权项

1. A database system comprising:
at least one database storing a plurality of customer relationship management (CRM) records as data objects; and at least one server having at least one processor capable of executing instructions configured to cause: processing a CRM record in an enterprise social networking system implemented using the database system, the CRM record having a dedicated feed configured to be displayed in conjunction with a publisher in a user interface on a user device; receiving a selection of a knowledge article via the user interface on the user device, the selected knowledge article having a plurality of layout attributes, each layout attribute having associated knowledge article content; identifying at least one communication channel, the communication channel being for communicating knowledge article data to a recipient device; inserting selected knowledge article content of selected layout attributes corresponding to the identified communication channel into a message configured to be sent to the recipient device via the identified communication channel; and sending the message to the recipient device via the identified communication channel, the message capable of being displayed on the recipient device.