Abstract: The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Abstract: A computational instance may contain queues configured to hold work items. The work items may be representations of user submissions requesting actions from a plurality of agents. The computational instance may also contain computing devices configured to: (a) obtain a set of assignment rules that specify mappings between (i) respective selection criteria for the assignment rules, and (ii) one or more candidate agents from the plurality of agents that can be assigned to address the work items with content that match the respective selection criteria, (b) read, from the queues, a work item corresponding to a user submission, (c) iterate through the assignment rules according to an ordering until a particular assignment rule with associated selection criteria that matches content of the work item is found, and (d) assign the work item to a particular agent from the one or more candidate agents.

Abstract: The present disclosure relates to enabling clients to identify qualified developers for software development projects. An example method of operating a developer exchange server includes updating stored progress of developers for mission-related activities, wherein the mission-related activities correspond to features of a software platform, and determining, based on the stored progress of each of the developers, a confidence score for each of the developers for each of the features. The method includes receiving a search request that indicates a subset of the features and corresponding confidence thresholds for each of the subset of features, and in response, determining a ranked listing of qualified developers based on the subset of the features, the corresponding confidence thresholds, and the respective confidence score of each of the developers for each of the subset of features. The method further includes providing the ranked listing of qualified developers in response to the search request.

Abstract: A computer-implemented method is provided that includes receiving, from a first client device associated with a managed network, a request for a record from a plurality of records that relate to the managed network. A depiction of a first graphical user interface that visually represents part of the record is sent to the first device and a representation of a selected portion of the record, that includes text from the part of the record that was visually represented, is received from the first device. A request for the summary of the record is then received from a second client device associated with the managed network and a depiction of a second graphical user interface that visually represents the summary of the record is transmitted to the second device. The depiction of the second graphical user interface is representative of at least the selected portion.

Abstract: An embodiment may involve persistent storage containing definitions of a set of queues and a set of servers, and wherein the servers are respectively associated with deactivation times. One or more processors may be configured to: (i) identify, by an assignment engine, an incoming request in a particular queue, wherein the incoming request is ready for assignment to one of the servers; (ii) determine, by the assignment engine and based on data associated with the incoming request, an expected duration for servicing of the incoming request; (iii) calculate, by the assignment engine and based on the deactivation times, times remaining in service for each of the servers; (iv) select, by the assignment engine and from the servers, a particular server that has a time remaining that is greater than the expected duration; and (v) assign, by the assignment engine, the incoming request to the particular server.

Abstract: A computer-implemented method is provided that includes receiving, from a first client device associated with a managed network, a request for a record from a plurality of records that relate to the managed network. A depiction of a first graphical user interface that visually represents part of the record is sent to the first device and a representation of a selected portion of the record, that includes text from the part of the record that was visually represented, is received from the first device. A request for the summary of the record is then received from a second client device associated with the managed network and a depiction of a second graphical user interface that visually represents the summary of the record is transmitted to the second device. The depiction of the second graphical user interface is representative of at least the selected portion.

Abstract: The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Abstract: The present disclosure relates to enabling clients to identify qualified developers for software development projects. An example method of operating a developer exchange server includes updating stored progress of developers for mission-related activities, wherein the mission-related activities correspond to features of a software platform, and determining, based on the stored progress of each of the developers, a confidence score for each of the developers for each of the features. The method includes receiving a search request that indicates a subset of the features and corresponding confidence thresholds for each of the subset of features, and in response, determining a ranked listing of qualified developers based on the subset of the features, the corresponding confidence thresholds, and the respective confidence score of each of the developers for each of the subset of features. The method further includes providing the ranked listing of qualified developers in response to the search request.

Abstract: The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Abstract: The present disclosure is related to a case management application that may be used by a user to open service cases. The user may enter certain input information in a field of the service case and the case management application may automatically identify output information based on the input information. The case management application may fill or populate other fields of the service case with the identified output information. The case management application may use trained machine learning routines to identify the output information based on input information. A designer of the case management application may configure the case management application. For example, the designer may select the trained machine learning routines that are accessed by the case management application to adjust how the case management application identifies output information.

Abstract: The present disclosure relates to enabling clients to identify qualified developers for software development projects. An example method of operating a developer exchange server includes updating stored progress of developers for mission-related activities, wherein the mission-related activities correspond to features of a software platform, and determining, based on the stored progress of each of the developers, a confidence score for each of the developers for each of the features. The method includes receiving a search request that indicates a subset of the features and corresponding confidence thresholds for each of the subset of features, and in response, determining a ranked listing of qualified developers based on the subset of the features, the corresponding confidence thresholds, and the respective confidence score of each of the developers for each of the subset of features. The method further includes providing the ranked listing of qualified developers in response to the search request.

Abstract: The present disclosure relates techniques for coordinating and synchronizing client-facing support services with the activities and responses from one or more technical teams assigned to address a client issue. In certain implementations, this may allow an agent or customer approach to use a single reference identifier (such as a case or matter number) to access information or updates from technical teams that do not typically employ such a number for their own tracking purposes. In this manner, relevant information to a client issue may be accessed from all involved technical teams at the agent level as well as allowing the technical teams themselves to readily see activity by other teams.

Abstract: A computational instance may contain queues configured to hold work items. The work items may be representations of user submissions requesting actions from a plurality of agents. The computational instance may also contain computing devices configured to: (a) obtain a set of assignment rules that specify mappings between (i) respective selection criteria for the assignment rules, and (ii) one or more candidate agents from the plurality of agents that can be assigned to address the work items with content that match the respective selection criteria, (b) read, from the queues, a work item corresponding to a user submission, (c) iterate through the assignment rules according to an ordering until a particular assignment rule with associated selection criteria that matches content of the work item is found, and (d) assign the work item to a particular agent from the one or more candidate agents.

Abstract: A visual task management board may include multiple task records that includes information associated with the respective task records. The task records may include an action status field that displays if the task is actionable or is blocked. Further, if the task is blocked, the visual task management board may display why the action is blocked. Additionally, information associated with blocking of the task may be stored. If a task is not blocked, the visual task management board may display if the task needs attention, indicative that acting upon the task is urgent. The action status of a task may be based at least in part on action taken by a user of the visual task management board, such as via an action performed on the visual task management board.

Abstract: The present disclosure relates to enabling clients to identify qualified developers for software development projects. An example method of operating a developer exchange server includes updating stored progress of developers for mission-related activities, wherein the mission-related activities correspond to features of a software platform, and determining, based on the stored progress of each of the developers, a confidence score for each of the developers for each of the features. The method includes receiving a search request that indicates a subset of the features and corresponding confidence thresholds for each of the subset of features, and in response, determining a ranked listing of qualified developers based on the subset of the features, the corresponding confidence thresholds, and the respective confidence score of each of the developers for each of the subset of features. The method further includes providing the ranked listing of qualified developers in response to the search request.

Abstract: The present approach is related to incentivizing users of social media to provide feedback for certain products. The embodiments include monitoring relevant social media content that includes feedback associated with the products, where the social media content is created by different users via social media profiles. Evaluation rules are applied to the social media content to allocate a number points to the social media profiles every time relevant social media is created. When a certain threshold of accumulated points has been exceeded by a user, the user is further incentivized to continue to provide feedback to products via social media, where the incentive includes a form of a reward.

Abstract: A system includes a non-transitory memory and one or more hardware processors configured to read instructions from the non-transitory memory to perform operations. The operations include maintaining a list of agent profiles, wherein each of the agent profiles comprises a plurality of skills toward which points are awarded based on completed activities, receiving a service request, identifying one or more skills associated with the service request, referencing the list of agent profiles to identify one of the agent profiles possessing the one or more skills associated with the service request, and assigning the service request to the agent profile possessing the one or more skills associated with the service request.