Abstract: A method of improving usability and transparency of machine-learning aspects of applications providing various types of services is disclosed. Based on a request submitted through an administrative user interface, a data readiness check is performed on underlying data associated with the application. Based on a successful completion of the data readiness check, a configuration file is retrieved from an application server. The configuration file specifies a plurality of keys for generating a machine-learned model for the application. The machine-learned model is trained based on the plurality of keys specified in the configuration file. The machine-learned model is selected from a plurality of machine-learned models based on dry runs of the each of the plurality of models. The machine-learned model is activated with respect to the application. Scores are identified from the underlying data items based on the selected machine-learned model.

Abstract: An issue tracking system capable of predicting the likelihood that an outcome of interest will occur during the lifecycle of an active support ticket. The likelihood can be represented as a severity index score. The issue tracking system can apply a predictive algorithm on attributes of the active support ticket to generate the severity index score. The predictive algorithm to use can depend on the outcome of interest while the correlation factors used to configure the predictive algorithm can depend on support tickets that have already been completed.

Abstract: A sales application is described that includes multiple automated sales tools that can be combined to help improve sales within a sales team. A deal finder sales tool is described to help identify sales opportunities. A deal playbook sales tool is also described to help structure the sales opportunity into a sales play by recommending products to sale in conjunction and also constructing a sales team. An influencer sales tool is also described to help identify business relationships that can be utilized to influence members of the sales team.

Abstract: Techniques are described for providing additional content that is relevant to an upcoming service appointment in an audible format. The additional content can be retrieved from remote sources and aggregated to form an audio package to be played back to the technician as the technician travels to a destination address that corresponds with the upcoming service appointment. The additional content retrieved can depend on the estimated travel time to the destination address. By presenting the additional content audibly at the same time as route directions are being presented graphically, the driver can multi-task which results in time savings since the additional content has been consumed during the drive to the upcoming appointment rather than when the technician arrives at the destination address.

Abstract: Systems and method for identifying individuals who may be potentially influential on a particular identified contact for a particular sales opportunity are disclosed. The individuals identified as potential influencers are then ranked according to a predicted level of influence and displayed in a graphic representation. In one embodiment, the ranked potential influencers are displayed as icons in a spiral formation relative to an icon representing the identified contact. The closer an icon representing a particular potential influencer is to the icon representing the identified contact, the greater the level influence is that that influencer might have on the identified contact.

Abstract: According to various embodiments, a social media message posted on a social media system is accessed. One or more similar messages determined to be similar to the social media message may be selected from a database of previously posted messages, based on, for example, an author, product, problem, keyword, etc., identified in the social media message. The similar messages may be displayed in a similar message recommendation list of a user interface. One or more relevant knowledgebase articles determined to be relevant to the social media message may be selected from a knowledgebase repository, based on, for example, a product, problem, keyword, etc., identified in the social media message. The relevant knowledgebase articles may be displayed in a knowledgebase article list of a user interface.

Abstract: An issue tracking system capable of predicting the likelihood that an outcome of interest will occur during the lifecycle of an active support ticket. The likelihood can be represented as a severity index score. The issue tracking system can apply a predictive algorithm on attributes of the active support ticket to generate the severity index score. The predictive algorithm to use can depend on the outcome of interest while the correlation factors used to configure the predictive algorithm can depend on support tickets that have already been completed.

Abstract: A recommendation engine analyzes metrics on an active support ticket to provide recommended solutions, technicians and offers. The recommendation can communicate with a predictive analysis engine to identify solutions, technicians, or offers that are highly correlated with the input parameters. In some embodiments, instructions can be provided to a client device for measuring a metric that is used as an input parameter of the predictive analysis engine. The customer or the technician can follow the instructions to measure the metric.

Abstract: Techniques are described for providing additional content that is relevant to an upcoming service appointment in an audible format. The additional content can be retrieved from remote sources and aggregated to form an audio package to be played back to the technician as the technician travels to a destination address that corresponds with the upcoming service appointment. The additional content retrieved can depend on the estimated travel time to the destination address. By presenting the additional content audibly at the same time as route directions are being presented graphically, the driver can multi-task which results in time savings since the additional content has been consumed during the drive to the upcoming appointment rather than when the technician arrives at the destination address.

Abstract: Embodiments relate to methods and apparatuses creating and analyzing target groups, for example as relied upon in conducting marketing campaigns. Certain embodiments allow predictive definition of a target group based upon an underlying complex mathematical model, which may reference large data volumes regarding individual targets in an underlying database. An interface affords simplified visualizations of the target group, for example circles of varying diameter representing target group size. Adjustable graphic elements (e.g., sliders) in dashboard views may allow predictive definition of the target group based upon inputs such as marketing cost, target group size, and/or expected revenue, etc. Once defined and stored, target groups may be explored in an interactive manner through application of filter criteria, thereby promoting familiarity with target group characteristics.

Abstract: Embodiments relate to methods and apparatuses creating and analyzing target groups, for example as relied upon in conducting marketing campaigns. Certain embodiments allow predictive definition of a target group based upon an underlying complex mathematical model, which may reference large data volumes regarding individual targets in an underlying database. An interface affords simplified visualizations of the target group, for example circles of varying diameter representing target group size. Adjustable graphic elements (e.g., sliders) in dashboard views may allow predictive definition of the target group based upon inputs such as marketing cost, target group size, and/or expected revenue, etc. Once defined and stored, target groups may be explored in an interactive manner through application of filter criteria, thereby promoting familiarity with target group characteristics.

Abstract: A sales application is described that includes multiple automated sales tools that can be combined to help improve sales within a sales team. A deal finder sales tool is described to help identify sales opportunities. A deal playbook sales tool is also described to help structure the sales opportunity into a sales play by recommending products to sale in conjunction and also constructing a sales team. An influencer sales tool is also described to help identify business relationships that can be utilized to influence members of the sales team.

Abstract: Embodiments identify and evaluate business opportunity prospects in an automated fashion. An engine receives one or more inputs used to identify business opportunities. These input(s) can comprise recent events gathered from external sources, for example feeds from news websites, and/or publicly-available business information (e.g. compiled by third parties). Other inputs can comprise information from internal sources, such as Enterprise Resource Planning (ERM) and/or Customer Relationship Management (CRM) applications. Still other inputs can comprise personalized user preferences, for example an industry and/or territory assigned to a particular user. From these input(s), the engine automatically generates a business lead, together with a score reflecting a strength of that lead. To this existing lead information (e.g. score, lead name, lead contact information, etc.

Abstract: In one embodiment, a computer-implemented method comprises generating, using a computer, recommendations of a first group of products of a plurality of products based on past transactions between a plurality of persons and a plurality of entities for the plurality of products, relationships between the persons, relationships between the entities, and relationships between the persons and the entities; generating, using the computer, a score for each recommendation of the plurality of recommendations; and generating, using the computer, a first success indicator of a first selected recommendation based on the score associated with the first selected recommendation.

Abstract: Systems and method for identifying individuals who may be potentially influential on a particular identified contact for a particular sales opportunity are disclosed. The individuals identified as potential influencers are then ranked according to a predicted level of influence and displayed in a graphic representation. In one embodiment, the ranked potential influencers are displayed as icons in a spiral formation relative to an icon representing the identified contact. The closer an icon representing a particular potential influencer is to the icon representing the identified contact, the greater the level influence is that that influencer might have on the identified contact.

Abstract: According to various exemplary embodiments, a social media message posted on a social media system is accessed. Moreover, an agent listed in an agent directory is classified as an expert of content referred to in the social media message, based on a keyword identified in the social media message. Further, an identifier of the agent may be displayed in an expert finder list of a user interface.

Abstract: According to various embodiments, a social media message posted on a social media system is accessed. One or more similar messages determined to be similar to the social media message may be selected from a database of previously posted messages, based on, for example, an author, product, problem, keyword, etc., identified in the social media message. The similar messages may be displayed in a similar message recommendation list of a user interface. One or more relevant knowledgebase articles determined to be relevant to the social media message may be selected from a knowledgebase repository, based on, for example, a product, problem, keyword, etc., identified in the social media message. The relevant knowledgebase articles may be displayed in a knowledgebase article list of a user interface.

Abstract: According to various exemplary embodiments, a social media message posted by a user on a social media system is accessed, and a prioritization level is determined based on the social media message. The prioritization level may indicate a measurement of importance of the social media message. Further, the social media message may be inserted into a prioritized message queue, based on the determined prioritization level associated with the social media message.

Abstract: A set of data objects is identified satisfying a search query associated with an application adapted to perform a set of transactions on the data objects. A plurality of common attributes are identified, each shared by at least two objects in the set of data objects. A graphical analytics viewer is dynamically selected from a plurality of viewers each adapted to present a representation of data objects according to a corresponding analytics scheme. The selected viewer is selected for presentation in a graphical user interface based on identifying that the viewer has an analytics scheme related to one of the common attributes. Presentation of the selected viewer includes a selectable graphical representation of each data object in the set of data objects. At least one of the graphical representations is selected and a transaction from the set of transactions initiated on the data object corresponding to the selected graphical representation.