US 11,698,802 B2
Customer service management
Udom Dwivedi, Los Altos, CA (US); Vytesh Ramesh, Fremont, CA (US); Harish Kumar Balachandra Bellamane, San Jose, CA (US); Sanjay Kumar Gupta, Saratoga, CA (US); Evan Ross Lipton, San Jose, CA (US); and Vamsi Krishna Soma, Sunnyvale, CA (US)
Assigned to ServiceNow, Inc., Santa Clara, CA (US)
Filed by ServiceNow, Inc., Santa Clara, CA (US)
Filed on Nov. 17, 2020, as Appl. No. 16/950,702.
Application 16/950,702 is a continuation of application No. 16/224,359, filed on Dec. 18, 2018, granted, now 10,846,111.
Prior Publication US 2021/0073011 A1, Mar. 11, 2021
Int. Cl. G06F 3/048 (2013.01); G06F 9/451 (2018.01); G06Q 10/0631 (2023.01); G06Q 30/016 (2023.01); G06Q 30/02 (2023.01)
CPC G06F 9/453 (2018.02) [G06Q 10/06316 (2013.01); G06Q 30/016 (2013.01); G06Q 30/0281 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for managing a service task of a service case, comprising:
receiving, from a case agent of a communicatively coupled customer service platform, a request to perform the service task at a service team of a plurality of service teams, wherein each of the plurality of service teams is assigned a respective service task related to the service case, wherein the request comprises a case reference identifier that identifies the service case on the customer service platform for a client, wherein each of the plurality of service teams employs a respective tracking system that is separate and distinct from the customer service platform, and wherein each respective tracking system uses a respective technical team identifier that is separate and distinct from the case reference identifier to process and update the respective service task;
identifying, within the respective tracking system of the service team, a root cause for the service task based on the respective technical team identifier of the service task being linked to one or more known cases corresponding to one or more known resolutions; and
updating, within a database of the customer service platform, data associated with the service task using the respective technical team identifier, wherein the data is accessible from a customer service management interface of the customer service platform using the case reference identifier without reference to the respective technical team identifier of the service team for the service task.