Patent ID: 11934646
Assignee: SALESFORCE, INC.
Field: IT methods for management (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 14:
15. A computer-implemented method comprising:
providing for display, at a user device, an agent user interface identifying service request data, a knowledge article component, and a publisher;
identifying one or more knowledge articles as a search result from a database search performed responsive to an indication of a knowledge article request submitted via the knowledge article component;
visually associating, in the agent user interface, the identified one or more knowledge articles with the service request data;
providing for display, at the user device in association with the knowledge article component, a graphical link element;
linking, through one or more databases and responsive to an indication of a link request submitted via the graphical link element, a selected one or more of the one or more knowledge articles with the service request data;
obtaining, from the user device, an indication of an insert request to insert the selected one or more knowledge articles in a response to a customer;
inserting at least a portion of the selected one or more knowledge articles in a body of the response to the customer;
obtaining, from the user device, an indication of a send request to send the response to the customer; and
sending the response to the customer by email.