Abstract: An outage detection system identifies a reported incident as a candidate outage incident based upon an input received from a first user of a customer concerning the reported incident; determines whether the candidate outage incident relates to at least a threshold number of prior candidate outage incidents reported by other users; and, if so, associates the candidate outage incident with the prior candidate outage incidents, and identifies the candidate outage incident and the associated prior candidate outage incidents as relating to an outage.

Abstract: Containers are allocated to tenants in a multi-tenant container system in a SaaS environment. Resource usage by containers is monitored to determine one or more per-tenant resource metrics, where each container provides an isolated execution space dedicated to a corresponding tenant. Data storage may also be isolated for each tenant. Each tenant is allocated resources associated with one or more containers. Containers are automatically allocated to tenants based at least in part upon the one or more per-tenant resource metrics.

Abstract: A virtual agent for resolving an issue with one or more objects is described, wherein each object is accessible by one of more users of a customer. The virtual agent receives information derived from one or more coded optical indicia specifying an intent of a virtual agent conversation, wherein the intent identifies an issue to be resolved; and based on the intent, process the information to further resolution of the issue. The received information may further specify at least one parameter, wherein the at least one parameter represents supplemental information required for resolution of the issue.

Abstract: An outage detection system identifies a reported incident as a candidate outage incident based upon an input received from a first user of a customer concerning the reported incident; determines whether the candidate outage incident relates to at least a threshold number of prior candidate outage incidents reported by other users; and, if so, associates the candidate outage incident with the prior candidate outage incidents, and identifies the candidate outage incident and the associated prior candidate outage incidents as relating to an outage.

Abstract: A screen-based workflow platform for enabling an administrator to configure an experience is provided. The experience comprises a plurality of sequential workflows, which each comprise sequential activities specific to a user. Each activity corresponds to a screen for interfacing with a corresponding user on a GUI. The platform is operable to configure screen elements within an activity screen template in response to administrator input representing interaction of the administrator with the template screen elements. The platform includes a data structure for each activity. The data structure specifies configured screen elements and user-related data.