Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.

Abstract: Embodiments of the invention provide a method, system and computer program product for a multi-source search. In an embodiment, a method for multi-source searching for a data driven application includes defining a form for a data driven application that includes user interface controls each corresponding to respectively to different fields in different data sources. The method also includes generating a search index for the form incorporating the different fields, coupling the form with a search user interface that includes a search control configured to accept at least one query term and associating the search control with a selection of the different fields. Thereafter, during execution of the data driven application, a search engine query can be directed for the selection of the different fields in the search index and not the different data sources according to the at least one query term provided in the search user interface.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to expert modeling in a KM system and provide method, system and computer program product for organically ranked knowledge and categorization for a KM system. In one embodiment of the invention, a method for organically ranked knowledge and categorization in a KM system can be provided. The method can include bookmarking answer content for a first end user of the knowledge management system, suggesting a set of categories previously associated with the answer content by other end users of the knowledge management system, and categorizing the bookmarked answer content with a category selected from the set of categories.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to inquiry resolution for KM systems and provide a method, system and computer program product for multi-channel answering services for inquiry resolution in a KM system. In an exemplary embodiment of the invention, a method for multi-channel answering services for inquiry resolution in a KM system can include receiving a request for interaction with an answering server of the KM system, extracting question text from the request along with question text meta-data, and deducing a context for the question text from the question text meta-data. Thereafter, the context can be analyzed to determine a preferred channel of communication, a preferred mode of interaction and a preferred delivery format for interacting with the answering server. Finally, the answer content can be provided for the question text according to the preferred channel of communication, the preferred mode of interaction and the preferred delivery format.

Abstract: Embodiments of the invention provide a method, system and computer program product for automated selection of a channel of support dependant upon the behavior of the customer. In one embodiment, a method for agile channeling inquiries to a customer relationship management system can be provided. The method can include receiving an inquiry from a customer to a customer relationship management system over a computer communications network. The method also can include inspecting an environment pertaining to the inquiry and matching the inspected environment to a specific channel of communication amongst multiple different channels of communication supported by the customer relationship management system, for example Web content, an e-mail, a live chat and a live phone call. Finally, the method can include responding to the inquiry through the matched specific channel of communications. In this way, a specific channel of communication can be selected to optimally respond to the inquiry.

Abstract: Embodiments of the present invention address deficiencies of the art in respect to message response systems for customer service environments and provide a method, system and computer program product for dynamic message context driven application assembly in a customer service agent productivity suite of applications. In one embodiment of the invention, a message context driven application assembly method for a customer service agent productivity suite can be provided. The method can include determining a context of an inbound message in a message list of an agent user interface for the customer service agent productivity suite; selecting at least one application based upon the determined context; providing an activatable reference to the at least one application in the agent user interface; and, displaying the agent user interface to provide access to the at least one application through the activatable reference.

Abstract: The enterprise email system processes incoming email using a set of configurable rules that examine each message for a specific attribute state condition and invoke a configurable action when the attribute satisfies the condition. A number of actions may be invoked such as routing a message to a specific mail queue. The enterprise email system assigns a mail queue timer when a message is moved into a mail queue. Each mail queue has a different mail queue timeout value that specifies the maximum amount of time that a message may sit idle within a mail queue. The enterprise email system may automatically move a message from a mail queue into a mailbox of an enterprise email system user that subscribed to the mail queue. A mailbox timer then set for the message and the mailbox timer is compared with a mailbox timeout value that specifies the amount of time that message may sit idle within a mail queue.

Abstract: A method and system for exchanging information over a communications network are described. According to one embodiment, an exemplary method of the invention includes connecting two or more clients to a proxy over the communications network, activating a shared session between the clients, and enabling co-navigation of one or more web documents with dynamic content by the clients during the shared session.

Abstract: A multi-tiered system for responding to natural language queries is using disclosed. The query resolution system returns zero or more links to content that is relevant to the users query. The present invention for query resolution combines two or more types of natural language query resolution methods, where the knowledge base for each of the methods comes from a single knowledge specification. The various different natural language query resolution methods differ fundamentally in how they match the user query to the web site content. The results of the resolution methods are ranked and all, some, or none of the results of each system may be displayed.