公开(公告)号：US09898519B2

公开(公告)日：2018-02-20

申请号：US14028277

申请日：2013-09-16

Applicant: salesforce.com, inc.

Inventor： Harish Peri ,  Saurin G Shah ,  Blake Markham ,  Ashwini Govindaraman

IPC: G06F17/30 ,  G06Q50/00

CPC classification number: G06F17/30581 ,  G06Q50/01

Abstract: The technology disclosed relates to incorporating social data in CRM systems by a single social syn action. In particular, it relates to appending social data to prospect or contact objects of CRM systems by finding multiple social handles for the prospect or contact objects. The multiple social handles identify social profiles of the corresponding prospects or contacts on various social network platforms.The technology disclosed also relates to personalizing customer service experience of customers. In particular, it relates to identifying conversation preferences and interests of the customers based on information specified in their social profiles on different social network platforms. The conversation preferences and interests are used to customize interactions with the customer during the course of the customer service.