Computer implemented methods and apparatus for feed-based case management

摘要

Techniques for providing feed-based case management on an online social network. A user interface that includes a publisher and an information feed is provided. Information associated with a record is received and the record is updated in a database system. A feed item associated with the database system update is generated and provided in the information feed. The feed item includes one or more actionable selections providing a reference to the publisher. Selection of one of the one or more actionable selections causes the publisher to be operable to receive further information associated with the record. The record is capable of being updated based on the further information. In some implementations, the record is a case and the user interface serves as a single interface for all interactions required in solving the case.

主权项

1. A system comprising:
a database system implemented using a server system, the database system configurable to cause: processing data associated with a case identified by one or more objects in a database of the database system, the case being one of a plurality of customer records, the processed data identifiable by one or more objects in a database of the database system as one or more tasks to be associated with the case; generating or updating a first task based at least in part on the processed data, the first task comprising a plurality of actionable work items; displaying in a user interface on a device of a user:
the first task comprising the actionable work items, anda timeline visualizer associated with the case, the timeline visualizer being a graphical component providing a visual representation of at least a plurality of historical events related to the case; processing first user input received via the user interface, the first user input identifying one of the actionable work items, the identified actionable work item indicating at least one of: a request to add a comment to the first task, a request to update or change a property of the first task, or a request to associate a document with the first task; displaying a form widget associated with the first task and associated with the identified actionable work item, the form widget comprising one or more fields configured to receive information related to the identified actionable work item; and processing second user input received via the form widget of the user interface, the second user input capable of being visually represented by the timeline visualizer as at least a part of a further historical event related to the case.