Disclosed herein are system, computer-implemented method, and computer program product (computer-readable storage medium) embodiments for implementing database cloud platform integration with third-party CRM services. An embodiment includes operating first and second computer systems and interfacing with first and second database components, respectively, that are differently formatted. An embodiment may further include replicating data from the second database component to the first database component via the integration artifact according to at least one state-management framework, transforming the data to include at least one metadata element not present in the second database component according to the different formats of the first database component and the second database component, storing the data transformed by the transforming, into the first database component, and accessing, from the first computing system, the data stored by the storing, in a same manner as directly accessing the data from the second database component.

Systems, methods, and techniques to efficiently optimize values associated with subscription services. The method includes retrieving usage information relating to one or more cloud services subscribed to by a user and provided by a plurality of cloud service providers. The method further includes determining, by the at least one processor and in response to the retrieving, authorization information and value information associated with the user and the one or more cloud services. The method further includes optimizing, by the at least one processor and in response to the determining, a number of cloud services and/or a value associated with the number of cloud services based on the usage information, authorization information, and value information.

Aspects of the subject disclosure may include, for example, a method that includes detecting events relating to user equipment on a communication network, collecting first event data including event times and locations, and collecting second event data regarding second event dimensions determined at least in part by the event type. The method also includes generating, for each of the event types, an event data structure associated with the user, based on the first event data and second event data. The event data structures are concatenated to generate an event history flow associated with the user; the event history flow is analyzed to identify causal events for a detected event. The method also includes generating a model for performance of the user equipment based on the causal events to predict a future event, and identifying potential adjustments to the communication network to prevent that event. Other embodiments are disclosed.

A resource allocation service can provide for the limited redelivery of events for processing using a set of virtual resources. A customer can provide code for execution, and the service can allocate resource instances configured to execute the code in response to various events. The processing for an event may not be completed by a single resource instance. When a resource instance is to end processing, the instance can capture state information to be returned as checkpoint data for the event. When the processing result is received, the service determines whether checkpoint data was included, which functions as a request for further processing. The service can then place the event data back in an event queue for redelivery and additional processing. A customer can specify a time limit or a retry limit such that an event can only undergo up to a maximum amount of processing before the event is failed.

Salespeople (agents) get engaged with a lot of contacts from past, present and future prospects that manifests on multiple contact platforms. They end up having their contacts and calendars split in multiple places including communication and messages leading to inefficiencies, loss of business and delayed response time to the end customer. Customer Relationship Management today is still a one dimensional tool, one that featured Email as the core for direct agent-client relationship. CRM should be redefined and relabeled as Communication Management to open up the idea that relationships with clients are developed across multiple platforms though multiple channels. As will be understood by reading below, the invention accomplishes this in an elegant manner. The phrases Communication Management in the main patent title and Customer Relationship Management (CRM) have the same semantics in this document.

A device management system includes a system management information handling system (IHS) that is coupled to a network. A first device is included in the device management system and is not configured to communicate with the system management IHS. A plurality of user IHSs are each configured to communicatively couple to the first device and are each configured to communicatively couple to the system management IHS through the network. Each of the plurality of user IHSs is configured to retrieve device information from the first device when that user IHS is communicatively coupled to the first device. Each of the plurality of user IHSs is configured to provide the device information for the first device to the system management IHS when that user IHS is communicatively coupled to the system management IHS through the network.

Systems and methods for using an overlay with a network application for receiving user satisfaction information are provided. A client application on a client device establishes, for a user, a session with a network application via an embedded browser within the client application. The client application determines, at a point of an interaction with a user interface of the network application to present an overlay for requesting information from the user on user satisfaction with respect to the network application. The client application identifies the overlay from a plurality of overlays to present based at least on the network application. The client application presents, via the embedded browser, the overlay over the user interface of the network application. The client application stores, to a data storage service of the first entity, information received from the user of the first entity via the overlay about the interaction with the network application.

Systems and methods for automation of a customer support sorting process are described. A probability that a call from a potential caller will be received by a call system may be determined based at least in part on historical status information and call history information. The historical status information may indicate one or more past operational states of a service network. The call history information may indicate one or more calls received by the call system, as well as a subject matter of each of the one or more calls. If the determined probability satisfies a threshold, a notification to the potential caller may be transmitted. The notification may inform the potential caller of a current operational state of the service network.

A device receives a communication associated with a support issue encountered by a user, and receives information identifying one or more self-support actions performed by the user in relation to the support issue. The device assigns the communication to a position in a support queue. The support queue includes information identifying positions of other communications received from other users, when the other communications are received, and self-support actions performed by the other users. The device associates the information identifying the one or more self-support actions with information identifying the position of the communication, and applies respective weights to the one or more self-support actions. The device generates a score for the communication based on applying the respective weights, and modifies the position of the communication based on the score. The device performs one or more actions based on modifying the position of the communication.

Disclosed are embodiments for creating and provisioning instances having an expiration time. One exemplary embodiment comprises receiving a request to launch at least one instance, the request associated with an expiration time. In response to the request, an an instance can be instantiated using one or more server computers. Further, the embodiment includes determining, based at least in part on the expiration time, to terminate the provisioned instance and subsequently terminating the provisioned instance.