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US 11,902,852 B2Granted
On-site appointment assistant
AssigneeSalesforce, Inc.
InventorsPuneet Dhaliwal, Niv Garber, D. Dustin Breese, Prithvi Krishnan Padmanabhan, Kara Carreri, Rahul Mehta, Raghav Abboy, Yongbo Zuo, Abraham Reyes
Life of this patent
Estimating the term…
Abstract
Described herein are systems, apparatus, methods and computer program products configured to provide tracking and/or status updates for on-site service personnel. Geofences may be utilized to provide for automated updates to a customer. Additionally, tracking links and other communications may be provided to the customer to allow for improved communications with on-site service personnel.
Claims20
A system comprising:
- a support database associated with a service vendor, the support database configured to store vendor data associated with the service vendor;
- a service database associated with a service technician associated with the service vendor, the service database configured to store personnel data associated with the service technician;
- and
- a processor, communicatively coupled to the database and configured to perform operations comprising:
- determining, from location data provided by a service device associated with the service technician, that the service technician has been dispatched to a first location of a first user, wherein the first user is a customer requesting service from the service vendor;
- creating a first geofence and a second geofence, wherein the first geofence and the second geofence are stored within the support database, and wherein the second geofence is within the first geofence;
- determining, from the location data, that the service device is within the first geofence;
- providing a tracking link to a first user device of the first user, wherein the tracking link is configured to provide a location of the service technician within a first area based on settings indicated by the personnel data stored within the service database;
- determining, from the location data, that the service device is within the first geofence and the second geofence;
- in response to the determining that the service device is within the first geofence and the second geofence, deleting the first geofence;
- and
- providing an on-site notification to the first user device.
9 more elements
A method performed by a processor, the method comprising:
- determining, from location data provided by a service device associated with a service technician, that the service technician has been dispatched to a first location of a first user, wherein the first user is a customer requesting service from a service vendor;
- creating a first geofence and a second geofence;
- storing the first geofence and the second geofence within a support database associated with a service vendor, the support database configured to store vendor data associated with the service vendor;
- determining, from the location data, that the service device is within the first geofence;
- providing a tracking link to a first user device of the first user, wherein the tracking link is configured to provide a location of the service technician within a first area based on settings indicated by personnel data stored within a service database associated with the service technician associated with the service vendor, the service database configured to store personnel data associated with the service technician;
- determining, from the location data, that the service device is within the first geofence and the second geofence;
- in response to the determining that the service device is within the first geofence and the second geofence, deleting the first geofence;
- and
- providing an on-site notification to the first user device.
6 more elements
A computer program product comprising a non-transitory computer-readable medium comprising program code capable of being executed by one or more processors, the program code comprising instructions configurable to cause, when executed by the one or more processors, operations comprising:
- determining, from location data provided by a service device associated with a service technician, that the service technician has been dispatched to a first location of a first user, wherein the first user is a customer requesting service from a service vendor;
- creating a first geofence and a second geofence;
- storing the first geofence and the second geofence within a support database associated with a service vendor, the support database configured to store vendor data associated with the service vendor;
- determining, from the location data, that the service device is within the first geofence;
- providing a tracking link to a first user device of the first user, wherein the tracking link is configured to provide a location of the service technician within a first area based on settings indicated by personnel data stored within a service database associated with the service technician associated with the service vendor, the service database configured to store personnel data associated with the service technician;
- determining, from the location data, that the service device is within the first geofence and the second geofence;
- in response to the determining that the service device is within the first geofence and the second geofence, deleting the first geofence;
- and
- providing an on-site notification to the first user device.
6 more elements
Dependencies are inferred from the claim text.