公开(公告)号：US20220358462A1

公开(公告)日：2022-11-10

申请号：US17315844

申请日：2021-05-10

Applicant: salesforce.com, inc.

Inventor： Graham OLDFIELD ,  Alex YE ,  Prithvi Krishnan PADMANABHAN

IPC: G06Q10/10 ,  G06F16/9535 ,  G06F16/955 ,  G06F16/9538

Abstract: Providing expert help to a user comprises providing an application for execution on a mobile device of the user associated with an entity. A computer receives entity rules from the entity, the entity rules include a definition of how communication channels are created. The entity rules are stored in a rules database in association with the user. A help request initiated by the user through the application program and sent by the mobile device, the help request comprising a current context of the user comprising a user ID and a task ID of a current task. Using the entity rules, the current context is transformed into search parameters that are used to search a knowledge repository for experts having profiles that match the current context of the user. The entity rules are used to automatically create a communication channel between the user and the experts matching the current context.