US 12,015,739 B2
Integrated customer information user interface
Umakanth Godavarthy, Hyderabad (IN); Pavan Reddy Thokala, Hyderabad (IN); Sri Mahathi Nalluri, Guntur (IN); Jeevan Swarna, Narsaraopet (IN); Denzil Joseph, Mountain View, CA (US); and Cameron Garrett Wheeler, Mountain House, CA (US)
Assigned to ServiceNow, Inc., Santa Clara, CA (US)
Filed by ServiceNow, Inc., Santa Clara, CA (US)
Filed on Sep. 14, 2020, as Appl. No. 17/020,606.
Prior Publication US 2022/0086280 A1, Mar. 17, 2022
Int. Cl. H04M 3/00 (2006.01); G06F 3/0482 (2013.01); H04L 51/02 (2022.01); H04L 67/75 (2022.01); H04M 1/72436 (2021.01); H04M 3/22 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5191 (2013.01) [G06F 3/0482 (2013.01); H04L 51/02 (2013.01); H04L 67/75 (2022.05); H04M 1/72436 (2021.01); H04M 3/2218 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method, comprising:
receiving an indication that a user has initiated an interaction with a cloud platform for support;
creating an interaction record for the interaction;
determining a context for the interaction;
presenting a graphical user interface (GUI) to display information based on the context, wherein presenting the GUI comprises displaying a first subset of sub-frames of the GUI while suppressing a second subset of sub-frames of the GUI, wherein the first subset of sub-frames are related to information about previous interactions with the cloud platform relevant to the context;
receiving an indication of an ending of the interaction;
presenting a wrap-up with confirmation indicators representative of one or more actions taken with respect to one or more records during the interaction via the GUI, and wherein the one or more actions resolve an issue that prompted the interaction;
receiving an indication that one or more of the confirmation indicators is correct; and
in response to receiving the indication that the one or more of the confirmation indicators is correct, editing the one or more records to include one or more indications of the one or more actions taken with respect to the one or more records during the interaction.