Glossary. Microsoft Microsoft Dynamics CRM for Outlook, Microsoft Dynamics CRM 4.0

पीडीएफ

दस्तावेज़

Glossary

accept (To move a case into a queue with the intention of working on it. ) access level (A security role setting that determines, for a given entity, who can access records. There are four options: just the owner of the record, all users in the current business unit, all users in the current or child business unit, or all users. )

See also: privilege (A user's right to perform a specific action on a specific record type or to perform a task. Privileges are assigned by system administrators to security roles. Users are then assigned security roles. Examples of privileges include Update Account and Publish Customizations. ), security role (A defined set of privileges. The security role assigned to a user determines which tasks the user can perform and which parts of the user interface the user can view. All users must be assigned at least one security role in order to access the system. ) account (A company that might do business with your organization. )

See also: contact (A person who represents a customer or potential customer, or an individual related to an account.

For example, an individual who purchases products or services for their own use, or an employee of an account. A contact may also be a person involved in a business transaction, such as a supplier or a colleague. ), lead (A potential customer who must be qualified or disqualified as a sales opportunity. If a lead is qualified, it can be converted to an opportunity, account, and/or contact. ), opportunity (A potential revenue-generating event or sale to an account that needs to be tracked through a sales process to completion. ) activate (To make a previously unavailable record available for use. ) activity (An action to be performed, such as a task, or a communication item that is sent or received, for example, email, phone calls, and appointments. The status of activities is tracked and the activity history is stored in the system, so users can view the open and closed activities. )

See also: queue (A holding container for activities that need to be completed. There are queues that contain cases and activities in the Workplace, and queues of articles in the knowledge base. ) address book (A collection of names and e-mail addresses. The Microsoft Dynamics CRM address book is part of the collection of address books in the Microsoft Office Outlook Address Book, which can be used to address e-mail messages. )

Advanced Find (A tool used to search for specific records and activities. )

See also: Index (The dynamic alphabet bar located on the bottom of the lists in the Microsoft Dynamics CRM application window. When a letter or the number sign (#) is clicked, the list displays the available records by that letter. )

Advanced Find View (The view used to display results of searches created with Advanced Find. ) allotment type (A unit of service, such as a case or a range of coverage dates, specified in a service contract that indicates how much access a customer has to customer service. )

See also: case (A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it. ), contract (An agreement to provide support during specified coverage dates or for a specified number of cases or length of time. When customers contact customer service, the level of support they receive is determined by their contract. ) appointment (An activity represented by a time interval that has a start time, an end time, and a duration. An appointment does not include a service or check for conflicts, and you cannot search for available times. )

See also: service activity (A schedulable appointment to provide a service to a customer. A service activity uses one or

Microsoft Dynamics CRM 4.0 User’s Guide 475

more resources to perform a service at a specific time and place. ) article (A text-based piece of content in the knowledge base. )

See also: knowledge base (A feature in Microsoft Dynamics CRM that provides a process for drafting, submitting, reviewing, and publishing articles about an organization's products and services. Users with manager-level security roles can approve, reject, add comments to, and unpublish articles that are submitted for review. ), template (A framework for an e-mail message, contract, or article. Templates are used to ensure consistent layouts and content in similar types of documents. ) assign (To specify the owner of a record, such as an account or case, or an activity, such as an e-mail message or phone call. Users can assign cases and activities to either a user or a queue. )

See also: queue (A holding container for activities that need to be completed. There are queues that contain cases and activities in the Workplace, and queues of articles in the knowledge base. ), share (To allow another user or team to have a specified amount of access to a record, such as a case, account, or contract. For example, you can share an account with a team and specify that its members can read the account record, but cannot have write access to it. ) associated record (A record that is referenced in the current record. For example, an account might have many associated contact records. ) associated view (The view of an entity that is displayed in the forms of other entities. The associated view is different from the views that are visible for the entity in its own area of the user interface. For example, in an account record, under Details, you can click Contacts to view and open a contact form. That is the Contacts associated view. There can be only one associated view of each entity. )

(An entry in the Microsoft Dynamics CRM database that stores all the information about a specific item, such as a contact. Records are like individual index cards in an index-card filing system. You can view basic information about records in a list, and you can view or change detailed information about records in a form. ), record type (A group of records. For example, all account records are grouped as the Account record type. Also called an entity. ), view (A filter applied to a list of records. Users can choose different views that contain all the records or activities of a particular type or that are a subset of that type. ) attribute (A property of an entity with a specific data type. Attributes are analogous to columns in a database table.

When attributes are added to an entity form, they are displayed as fields that correspond to their data type. ) automatic mapping (Importing a data file where the column headings exactly match the Microsoft Dynamics CRM display names. ) automatic workflow (A type of workflow that runs as soon as the conditions defined in the workflow logic are met. No user action is required to start the workflow. )

See also: on-demand workflow (A type of workflow that only runs when a user chooses to apply it to records from a toolbar or menu in Microsoft Dynamics CRM. ) auto-response (An e-mail feature that sends a standard response whenever an e-mail message is received. ) availability (The periods of time when a resource can be scheduled to participate in a service activity. )

See also: capacity (A measurement of the amount of work or skill level a resource can provide in relationship to the amount of effort required to perform a service. Every time a resource performs a service, its capacity is reduced by the amount of effort required. )

476 Microsoft Dynamics CRM 4.0 User’s Guide

base currency (The primary or default currency in which your organization conducts business. Any transactions in other currencies are automatically converted to the base currency in the Microsoft Dynamics CRM database, using the exchange rate defined in the record for that currency. ) base language (The default language for your organization's implementation of Microsoft Dynamics CRM. ) base unit (The initial measurement of a product. A unit group contains the lowest unit of measurement in which a product is available, such as a liter. It then lists all the different increments that this base unit is packaged in for sale, and indicates which one is the primary unit. )

See also: primary unit (The measurement used to define the most commonly sold unit of a product. ), unit (A measurement that specifies in what quantity a product will be sold. ), unit group (A compilation of the different measurements that a product is available in. A unit group contains the base unit in which a product is available, for example, a two-liter bottle. It then lists all the different increments that this base unit is packaged in for sale, such as an individual two-liter bottle or a case of 6 two-liter bottles, and also indicates which measurement is the primary unit. ) billing frequency (A pre-defined period of time that specifies how often a customer should be billed. Common billing frequencies are monthly, quarterly, and annually. )

See also: allotment type (A unit of service, such as a case or a range of coverage dates, specified in a service contract that indicates how much access a customer has to customer service. ), contract line (A line item in a contract that describes the service support to be provided. A contract line often includes pricing information and how support will be allotted. ), service coverage (The specific hours and days of the week for which service support will be provided. This is defined in the contract template, but is not enforced by the system. ) business closure (A period of time that the entire business is closed and service activities cannot be made. )

Business Recommended (A requirement level used for fields that should be filled in, but don't have to be, in order to save the record. Fields with this requirement level appear in the Quick Create form. Recommended fields are marked with plus symbols. )

Business Required (A requirement level used for fields that must be filled in before a record can be saved. Fields with this requirement level appear in the Quick Create form. Required fields are marked with an asterisk. ) business unit (A way of representing a division or department in a company. Business units are arranged in a hierarchy, and all users are assigned to one business unit. )

See also: child business unit (A business unit that is immediately under another business unit in the business hierarchy of an organization. ), division (An organizational level of a company. Divisions can be based on geography, (East

Division, West Division); product specializations, (New Technologies Division); or any other characteristics. In Microsoft

Dynamics CRM, a division can be represented by a business unit. ), organization (The top level of the business hierarchy. The organization is divided into business units. There can be only one organization per deployment. )

campaign (A marketing program that uses many communication vehicles to accomplish a specific result. For example, using advertisements and direct mail to increase market share, introduce new products, or retain customers. ) campaign activity (An activity associated with a specific campaign, such as a letter, fax, or phone call. Campaign activities include campaign-specific information, and must be distributed to create the individual activities for users to perform. ) campaign response (A record of the communication you receive from a potential customer in response to a specific campaign. ) campaign template (A framework for a marketing program that uses many communication vehicles to accomplish a

Microsoft Dynamics CRM 4.0 User’s Guide 477

specific result. For example, using advertisements and direct mail to increase market share, introduce new products, or retain customers. ) capacity (A measurement of the amount of work or skill level a resource can provide in relationship to the amount of effort required to perform a service. Every time a resource performs a service, its capacity is reduced by the amount of effort required. )

See also: availability (The periods of time when a resource can be scheduled to participate in a service activity. ) case (A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it. ) channel (The type of activity in a marketing campaign, such as e-mail or phone call. ) check condition (An element of workflow logic that defines a specific situation and any actions that should be taken if that situation occurs. A logical "if-then" statement in a workflow. ) child business unit (A business unit that is immediately under another business unit in the business hierarchy of an organization. )

See also: business unit (A way of representing a division or department in a company. Business units are arranged in a hierarchy, and all users are assigned to one business unit. ), organization (The top level of the business hierarchy. The organization is divided into business units. There can be only one organization per deployment. ), child record (A record in a hierarchical relationship with a parent record where a reference to the parent record is stored in the record. One parent record can be related to many child records. Child records have lookup fields in the form to allow them to be related to a parent record. )

See also: parent record (A record that is in a hierarchical relationship with a child record, where a reference to the record is stored in the child record. One parent record can be related to many child records. ) child workflow (A type of workflow that runs only when started by another workflow. It is contained within a parent workflow and cannot be run on its own. ) close (To set the status of a record to Closed. This hides it in lists of open records and sets some types of records to read-only. Several types of records are closed automatically when you qualify or disqualify them. ) column headings (Text used in the first row of a spreadsheet or file that labels the data in each column. ) comma-separated value (CSV) file (A data file with a.csv file extension. Typically a CSV file consists of fields and records, stored as text, in which the fields are separated from one other by commas. )

See also: delimited text (A file that contains data in which individual field values are separated by commas, tabs, semicolons, or other characters. Delimited text file names typically end with a.txt file extension (for example,

"my_file.txt"). ) competitor (A company or organization that might compete for sales opportunities with your business unit. Competitor records can be linked to opportunity, product, and sales literature records so that they are available when you are competing for a sale. )

See also: opportunity (A potential revenue-generating event or sale to an account that needs to be tracked through a sales process to completion. ), product (An item in the product catalog. Products can be linked to other records, such as quotes, campaigns, and cases. ), sales literature (The documents that are created with specific information about products or services and given to customers to help increase sales. ) condition (An element of workflow logic that defines a specific situation and any actions that should be taken when that situation occurs. A logical "if-then" statement in a workflow. )

478 Microsoft Dynamics CRM 4.0 User’s Guide

conditional branch (An element of workflow logic that defines an alternative condition and action or additional steps, in cases when the criteria in a condition element are not met. A logical "else-if-then" statement in a workflow. ) configurable cascade (A relationship between parent and child entities in which any action taken on a parent entity record can also be applied to any child entity records that are related to the parent entity record. You can define the behavior for each type of action. For example, you can set it up so that if you share a record in the parent entity, any related records for the child entity are not automatically shared. But if you delete a parent entity record, any related child entity records are automatically deleted. )

See also: parental (A relationship between entities in which any action taken on a record of the parent entity is also taken on any child entity records that are related to the parent entity record. For example, if you delete a record in the parent entity, the related child entity records are also deleted; or if you share a parent entity record, the related records from the child entity are also shared. ), referential (A relationship between two entities in which you can navigate to any related records, but actions taken on one will not affect the other. ), referential, restrict delete (A relationship between two entities in which you can navigate to any related records. Actions taken on the parent record will not be applied to the child record, but the parent record cannot be deleted while the child record exists. However, you cannot delete a record when related records exist. ) contact (A person who represents a customer or potential customer, or an individual related to an account. For example, an individual who purchases products or services for their own use, or an employee of an account. A contact may also be a person involved in a business transaction, such as a supplier or a colleague. )

See also: account (A company that might do business with your organization. ), lead (A potential customer who must be qualified or disqualified as a sales opportunity. If a lead is qualified, it can be converted to an opportunity, account, and/or contact. ), opportunity (A potential revenue-generating event or sale to an account that needs to be tracked through a sales process to completion. ) contract (An agreement to provide support during specified coverage dates or for a specified number of cases or length of time. When customers contact customer service, the level of support they receive is determined by their contract. )

See also: allotment type (A unit of service, such as a case or a range of coverage dates, specified in a service contract that indicates how much access a customer has to customer service. ), case (A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it. ) contract line (A line item in a contract that describes the service support to be provided. A contract line often includes pricing information and how support will be allotted. ) convert (The process of changing or recategorizing a record from one record type to another. For example, converting a campaign response to a lead, and then converting the lead to an account, contact, or opportunity. ) custom attribute (An attribute that is not included in Microsoft Dynamics CRM by default. Instead, a customer or partner adds it after they install the software, to help adapt the software to the customer's needs. )

See also: system attribute (An attribute that is included in Microsoft Dynamics CRM by default. For example, the name attribute in the Account entity is a system attribute. ) custom entity (An entity that is not included in Microsoft Dynamics CRM by default. You can create custom entities by using the customization tools. )

See also: entity (A structure used to manage data. Microsoft Dynamics CRM entities include Account, Case, and Activity.

), related entity (An entity that is associated with a primary entity (record type) through a unique reference defined by using a lookup control on the related entity form. For example, an account has a unique reference to a primary contact.

), system entity (An entity that is included in Microsoft Dynamics CRM by default, such as Account. ) custom workflow action (An element of workflow logic that specifies a custom operation that should be performed by workflow jobs when conditions defined in the workflow have been met. Custom workflow actions can be developed by using the information in the

Microsoft Dynamics CRM 4.0 Software Development Kit

, and are not available in Microsoft

Dynamics CRM by default. )

Microsoft Dynamics CRM 4.0 User’s Guide 479

custom step (An element of workflow logic that provides extensions to the logical elements available by default in

Microsoft Dynamics CRM. Steps can include conditions, actions, other steps, or a combination of these elements.

Custom workflow steps can be developed by using the information in the

Microsoft Dynamics CRM 4.0 Software

Development Kit

. ) customer (The account or contact with which a business unit conducts a business transaction. )

data delimiter (The character used to surround data that includes the field delimiter. For example, if the field delimiter is a comma, and the data delimiter is quotation marks, one column in a file could contain "Redmond, WA" and still be treated as a single column. ) data field (A placeholder that inserts text into an e-mail message or document automatically. The data field represents a category of information that corresponds to one column of information in a data source. The name of each data field is listed in the first row (column heading) of the data source. "PostalCode" and "LastName" are examples of data field names. Placeholders that insert text into an e-mail message or document automatically. )

See also: dynamic values (A placeholder that inserts text into a Microsoft Dynamics CRM record automatically. You can set dynamic values for the entities or records in a workflow only by using the Form Assistant pane. ) data map (A file that contains information about how data from a source system corresponds to data in Microsoft

Dynamics CRM. ) data migration (The process of loading data from another customer relationship management system into Microsoft

Dynamics CRM. ) deactivate (To make a record unavailable for updating (read-only) while maintaining the data. This is usually preferable to deleting a record, which removes all data. ) default filter (Criteria used to limit data in Microsoft SQL Server Reporting Services reports. Typically, the default filter restricts data to active records that have been modified within a certain time period. ) delimited text (A file that contains data in which individual field values are separated by commas, tabs, semicolons, or other characters. Delimited text file names typically end with a.txt file extension (for example, "my_file.txt"). )

See also: comma-separated value (CSV) file (A data file with a.csv file extension. Typically a CSV file consists of fields and records, stored as text, in which the fields are separated from one other by commas. ) department (An organizational level of a company. For example, marketing department, accounting department, and research and development department. In Microsoft Dynamics CRM, a department can be represented by a business unit. )

See also: business unit (A way of representing a division or department in a company. Business units are arranged in a hierarchy, and all users are assigned to one business unit. ), division (An organizational level of a company. Divisions can be based on geography, (East Division, West Division); product specializations, (New Technologies Division); or any other characteristics. In Microsoft Dynamics CRM, a division can be represented by a business unit. ), organization (The top level of the business hierarchy. The organization is divided into business units. There can be only one organization per deployment. ) direct e-mail (The distribution of marketing materials in e-mail over an intranet or the Internet, usually to a large

480 Microsoft Dynamics CRM 4.0 User’s Guide

number of recipients. The e-mail goes to each recipient individually, giving the appearance of the communication being sent personally. ) discount (A reduction in the selling price of products or services. Discounts are usually offered by the seller when the buyer agrees to meet specific conditions. ) discount list (A group of price reductions that can be applied to a product, based on volume purchased. Discount lists can be added to price list items in a product. )

See also: price list (A group of the specific prices that can be charged for each unit in the unit group of a product. Price lists are used to determine the pricing in a quote for a customer. A default price list can be added to a product. ), product (An item in the product catalog. Products can be linked to other records, such as quotes, campaigns, and cases. ), unit group (A compilation of the different measurements that a product is available in. A unit group contains the base unit in which a product is available, for example, a two-liter bottle. It then lists all the different increments that this base unit is packaged in for sale, such as an individual two-liter bottle or a case of 6 two-liter bottles, and also indicates which measurement is the primary unit. ) disqualify (To verify that a record does not fit specific criteria and should not be converted to an opportunity, account, or contact, or be added to a marketing list. ) distribute (To create campaign activities for each account, contact, or lead in a marketing list associated with a campaign, and then to assign the activities to the specified owners, or to perform the activities automatically (such as sending e-mail messages). ) division (An organizational level of a company. Divisions can be based on geography, (East Division, West Division); product specializations, (New Technologies Division); or any other characteristics. In Microsoft Dynamics CRM, a division can be represented by a business unit. )

See also: business unit (A way of representing a division or department in a company. Business units are arranged in a hierarchy, and all users are assigned to one business unit. ), organization (The top level of the business hierarchy. The organization is divided into business units. There can be only one organization per deployment. ) draft contract (A contract that has not been activated or invoiced. ) duplicate detection (Process of automatically identifying potential duplicate records. ) dynamic values (A placeholder that inserts text into a Microsoft Dynamics CRM record automatically. You can set dynamic values for the entities or records in a workflow only by using the Form Assistant pane. )

entitlement (The service support that is available to a customer, as written in a contract. For example, the type of support and the total number of minutes with a customer service representative. )

See also: case (A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it. ), contract (An agreement to provide support during specified coverage dates or for a specified number of cases or length of time. When customers contact customer service, the level of support they receive is determined by their contract. ) entity (A structure used to manage data. Microsoft Dynamics CRM entities include Account, Case, and Activity. )

See also: record type (A group of records. For example, all account records are grouped as the Account record type.

Also called an entity. ) equipment (The tools or assets used to perform a service activity. )

See also: facility (A physical space, such as a conference room or service bay, where a service activity can be performed. ), resource (A user that performs a service, or the equipment or facility that is required for a service. ),

Microsoft Dynamics CRM 4.0 User’s Guide 481

service (A type of work performed for a customer by one or more resources. Services are schedulable activities. )

Express mode (A mode of the Data Migration Wizard used when you already have a data map and do not need to review the mappings in the map. In this mode, you map only files, columns, and users that are not included in the data map. )

facility (A physical space, such as a conference room or service bay, where a service activity can be performed. )

See also: equipment (The tools or assets used to perform a service activity. ), resource (A user that performs a service, or the equipment or facility that is required for a service. ), service (A type of work performed for a customer by one or more resources. Services are schedulable activities. ) field delimiter (Character used to separate columns of data in a file. ) filtered view (A view of data in the Microsoft Dynamics CRM database used for reports and exported dynamic Microsoft

Office Excel files. When users view a report or file that uses a filtered view, they can see only the data that they have permission to view. ) fiscal year (A span of time during which the financial activities of an organization are calculated. A fiscal year is divided into fiscal periods, typically defined as semesters, quarters, or months. The organization determines the dates that begin and end its fiscal year, which may not correspond to a traditional calendar year. )

See also: sales quota (A revenue objective specified as a monetary amount that has been assigned to a salesperson for a specified fiscal period. ) form (A page that displays detailed information that users have entered into Microsoft Dynamics CRM about a specific record, such as all information about a contact. Information that users enter in a form is stored in Microsoft Dynamics

CRM as a record. )

See also: list (The summary view for a group of records, such as accounts or contacts, or the result of an Advanced

Find query. You can view detailed information about a record by opening the form for the record. ), record (An entry in the Microsoft Dynamics CRM database that stores all the information about a specific item, such as a contact. Records are like individual index cards in an index-card filing system. You can view basic information about records in a list, and you can view or change detailed information about records in a form. )

Form Assistant pane (A search pane that displays a list of filtered records. The records displayed are determined by which field that you are in and what data that you enter. In some areas of Microsoft Dynamics CRM, you can also create a follow-up activity from the Form Assistant pane pane. Using the Form Assistant pane is an alternative to using the Look Up Records dialog box. )

globally unique identifier (GUID) (A unique 128-bit value that is used to identify a record. )

IFRAME (A windowless inline floating frame that is typically used for including Web pages in a form. Examples of Web pages that can be included are a page from a Microsoft SharePoint site, a section of HTML such as a button, or a custom application. ) import (Process for uploading data from a comma-separated value (CSV) file to Microsoft Dynamics CRM by using the

Import Data Wizard. )

482 Microsoft Dynamics CRM 4.0 User’s Guide

Import Data Wizard (A wizard used to import multiple records from a comma-delimited text file into Microsoft Dynamics

CRM as records. )

Index (The dynamic alphabet bar located on the bottom of the lists in the Microsoft Dynamics CRM application window.

When a letter or the number sign (#) is clicked, the list displays the available records by that letter. )

See also: Advanced Find (A tool used to search for specific records and activities. ), view (A filter applied to a list of records. Users can choose different views that contain all the records or activities of a particular type or that are a subset of that type. ) invoice (An order that has been billed. An invoice is also a record of a sale to a customer, including details about the products or services purchased. )

See also: order (A confirmed request for delivery of goods or services based on specified terms. An order is a quote that has been accepted by a customer. ), quote (A formal offer for products or services, proposed at specific prices and related payment terms, which is sent to an opportunity, account, or contact. )

ISV.Config

(An XML configuration document used to update the navigation structure of Microsoft Dynamics CRM, including adding custom buttons, tabs, and menus to entity forms. )

kit (A group of finished items that compose a set. In Microsoft Dynamics CRM, a kit is comprised of a set of products in the product catalog. ) kit product (Any product in the product catalog that is part of a kit. ) knowledge base (A feature in Microsoft Dynamics CRM that provides a process for drafting, submitting, reviewing, and publishing articles about an organization's products and services. Users with manager-level security roles can approve, reject, add comments to, and unpublish articles that are submitted for review. )

See also: article (A text-based piece of content in the knowledge base. ), template (A framework for an e-mail message, contract, or article. Templates are used to ensure consistent layouts and content in similar types of documents. )

lead (A potential customer who must be qualified or disqualified as a sales opportunity. If a lead is qualified, it can be converted to an opportunity, account, and/or contact. )

See also: account (A company that might do business with your organization. ), contact (A person who represents a customer or potential customer, or an individual related to an account. For example, an individual who purchases products or services for their own use, or an employee of an account. A contact may also be a person involved in a business transaction, such as a supplier or a colleague. ), opportunity (A potential revenue-generating event or sale to an account that needs to be tracked through a sales process to completion. ) list (The summary view for a group of records, such as accounts or contacts, or the result of an Advanced Find query.

You can view detailed information about a record by opening the form for the record. )

See also: form (A page that displays detailed information that users have entered into Microsoft Dynamics CRM about a specific record, such as all information about a contact. Information that users enter in a form is stored in Microsoft

Dynamics CRM as a record. ), record (An entry in the Microsoft Dynamics CRM database that stores all the information about a specific item, such as a contact. Records are like individual index cards in an index-card filing system. You can view basic information about records in a list, and you can view or change detailed information about records in a form.

)

Microsoft Dynamics CRM 4.0 User’s Guide 483

list view (See "view". ) local data (Data that is available offline and stored on the local computer. ) local data group (A filter that determines what data is available offline and stored on the local computer. ) locale (A combination of language and geographic location used to format the display of the date, time, currency, and various measurements. ) logical operator (An element of logic that affects the outcome of a logical expression. Examples of logical operators include Equals and Contains. In Microsoft Dynamics CRM, logical operators are used in Advanced Find queries, as well as in workflow conditions and dynamic values. )

See also: query relational operator (Part of an expression (for example "is equal to" or "contains") that defines how a specified attribute should be compared with a value. )

manual discount (The amount subtracted from the set price of a product or service. )

See also: discount list (A group of price reductions that can be applied to a product, based on volume purchased.

Discount lists can be added to price list items in a product. ), volume discount (The amount subtracted from the unit of a product or service based on the volume purchased. ) map (To identify where specific data in a source file should be imported or migrated into Microsoft Dynamics CRM. ) marketing list (A list of accounts, contacts, or leads that matches a specific set of criteria. ) marketing list members (Accounts, contacts, or leads that are included in a marketing list. ) master record (The record that stays active when records are merged. Data from the subordinate record is added to this record. )

See also: subordinate record (The record that is deactivated when records are merged. Data from the subordinate record is added to the master record. ) matchcode (A code that is created for every record that a duplicate-detection rule might apply to, used as part of the process of detecting duplicates. )

Navigation Pane (The column on the left side of Microsoft Dynamics CRM that includes panes, such as Workplace and

Marketing, and the categories within each pane. Click a category under the pane to show the items in the list. )

See also: Form Assistant pane (A search pane that displays a list of filtered records. The records displayed are determined by which field that you are in and what data that you enter. In some areas of Microsoft Dynamics CRM, you can also create a follow-up activity from the Form Assistant pane pane. Using the Form Assistant pane is an alternative to using the Look Up Records dialog box. ), Site Map (An XML representation of the structure of the Navigation Pane in Microsoft Dynamics CRM, including the areas, groups, and subareas where entities are displayed, and the privileges associated with each subarea. )

on-demand workflow (A type of workflow that only runs when a user chooses to apply it to records from a toolbar or menu in Microsoft Dynamics CRM. )

See also: automatic workflow (A type of workflow that runs as soon as the conditions defined in the workflow logic are met. No user action is required to start the workflow. )

484 Microsoft Dynamics CRM 4.0 User’s Guide

opportunity (A potential revenue-generating event or sale to an account that needs to be tracked through a sales process to completion. )

See also: account (A company that might do business with your organization. ), contact (A person who represents a customer or potential customer, or an individual related to an account. For example, an individual who purchases products or services for their own use, or an employee of an account. A contact may also be a person involved in a business transaction, such as a supplier or a colleague. ), lead (A potential customer who must be qualified or disqualified as a sales opportunity. If a lead is qualified, it can be converted to an opportunity, account, and/or contact.

) opportunity relationship (A type of relationship role that describes the relationship between an account or contact and an opportunity. ) order (A confirmed request for delivery of goods or services based on specified terms. An order is a quote that has been accepted by a customer. )

See also: invoice (An order that has been billed. An invoice is also a record of a sale to a customer, including details about the products or services purchased. ), quote (A formal offer for products or services, proposed at specific prices and related payment terms, which is sent to an opportunity, account, or contact. ) organization (The top level of the business hierarchy. The organization is divided into business units. There can be only one organization per deployment. )

See also: business unit (A way of representing a division or department in a company. Business units are arranged in a hierarchy, and all users are assigned to one business unit. ), division (An organizational level of a company. Divisions can be based on geography, (East Division, West Division); product specializations, (New Technologies Division); or any other characteristics. In Microsoft Dynamics CRM, a division can be represented by a business unit. ) originating lead (The source of the lead that led to an account or opportunity. )

See also: lead (A potential customer who must be qualified or disqualified as a sales opportunity. If a lead is qualified, it can be converted to an opportunity, account, and/or contact. )

parent account (An account record associated with one or more other account records. ) parent business unit (A business unit that is immediately above another business unit in the business hierarchy of an organization. ) parent record (A record that is in a hierarchical relationship with a child record, where a reference to the record is stored in the child record. One parent record can be related to many child records. ) parental (A relationship between entities in which any action taken on a record of the parent entity is also taken on any child entity records that are related to the parent entity record. For example, if you delete a record in the parent entity, the related child entity records are also deleted; or if you share a parent entity record, the related records from the child entity are also shared. ) parallel wait branch (An element of workflow logic that defines an alternative wait condition with a corresponding set of additional steps that are performed only when the initial criterion is met. You can use parallel wait branches to create timeouts in your workflow logic. They help prevent the workflow from waiting indefinitely until the criteria defined in a wait condition have been met. )

POP3 (A common protocol that is used to retrieve e-mail messages from an Internet e-mail server. ) price list (A group of the specific prices that can be charged for each unit in the unit group of a product. Price lists are

Microsoft Dynamics CRM 4.0 User’s Guide 485

used to determine the pricing in a quote for a customer. A default price list can be added to a product. )

See also: discount list (A group of price reductions that can be applied to a product, based on volume purchased.

Discount lists can be added to price list items in a product. ), product (An item in the product catalog. Products can be linked to other records, such as quotes, campaigns, and cases. ), unit group (A compilation of the different measurements that a product is available in. A unit group contains the base unit in which a product is available, for example, a two-liter bottle. It then lists all the different increments that this base unit is packaged in for sale, such as an individual two-liter bottle or a case of 6 two-liter bottles, and also indicates which measurement is the primary unit. )

Prices Locked (A type of pricing behavior that prevents changes to the price per unit for products in open orders or invoices. Even if a price changes in the product catalog, the original price will remain for any open orders or invoices in which Prices Locked has been enabled. )

See also: Use Current Pricing (A type of pricing behavior that directly associates the price per unit for a product with the price listed in the product catalog. If a price changes in the product catalog, the unit price changes in any open invoices or orders. ) pricing method (The approach that determines what amount will be charged for an item in the product catalog. You can choose to use the prices defined in the product catalog or you can override the default prices with a specific amount or a percentage. ) primary unit (The measurement used to define the most commonly sold unit of a product. )

See also: base unit (The initial measurement of a product. A unit group contains the lowest unit of measurement in which a product is available, such as a liter. It then lists all the different increments that this base unit is packaged in for sale, and indicates which one is the primary unit. ), unit group (A compilation of the different measurements that a product is available in. A unit group contains the base unit in which a product is available, for example, a two-liter bottle. It then lists all the different increments that this base unit is packaged in for sale, such as an individual two-liter bottle or a case of 6 two-liter bottles, and also indicates which measurement is the primary unit. ) privilege (A user's right to perform a specific action on a specific record type or to perform a task. Privileges are assigned by system administrators to security roles. Users are then assigned security roles. Examples of privileges include Update Account and Publish Customizations. )

See also: security role (A defined set of privileges. The security role assigned to a user determines which tasks the user can perform and which parts of the user interface the user can view. All users must be assigned at least one security role in order to access the system. ) probability (The likelihood of something happening. For example, the probability of a sale being made. ) product (An item in the product catalog. Products can be linked to other records, such as quotes, campaigns, and cases. )

See also: discount list (A group of price reductions that can be applied to a product, based on volume purchased.

Discount lists can be added to price list items in a product. ), price list (A group of the specific prices that can be charged for each unit in the unit group of a product. Price lists are used to determine the pricing in a quote for a customer. A default price list can be added to a product. ), unit group (A compilation of the different measurements that a product is available in. A unit group contains the base unit in which a product is available, for example, a twoliter bottle. It then lists all the different increments that this base unit is packaged in for sale, such as an individual twoliter bottle or a case of 6 two-liter bottles, and also indicates which measurement is the primary unit. ) product catalog (A compilation of all products that are available for sale. )

See also: discount (A reduction in the selling price of products or services. Discounts are usually offered by the seller when the buyer agrees to meet specific conditions. ), kit (A group of finished items that compose a set. In Microsoft

Dynamics CRM, a kit is comprised of a set of products in the product catalog. ),

486 Microsoft Dynamics CRM 4.0 User’s Guide

qualify (To verify that a record fits specific criteria and should be converted to an opportunity, account, or contact, or be added to a marketing list. ) query relational operator (Part of an expression (for example "is equal to" or "contains") that defines how a specified attribute should be compared with a value. )

See also: logical operator (An element of logic that affects the outcome of a logical expression. Examples of logical operators include Equals and Contains. In Microsoft Dynamics CRM, logical operators are used in Advanced Find queries, as well as in workflow conditions and dynamic values. ) queue (A holding container for activities that need to be completed. There are queues that contain cases and activities in the Workplace, and queues of articles in the knowledge base. )

See also: Workplace (A pane in the Navigation Pane that contains the work a user has been assigned, is currently working on, and is available in queues to which the user has access. Users can accept, assign, and delete assignments from here. Users can also access their calendars and the knowledge base. ) quick campaign (A communication method that creates a single activity for distribution to a group of marketing lists, accounts, contacts, or leads. Contrast with campaigns, which support end-to-end marketing programs that have multiple activities. ) quote (A formal offer for products or services, proposed at specific prices and related payment terms, which is sent to an opportunity, account, or contact. )

See also: invoice (An order that has been billed. An invoice is also a record of a sale to a customer, including details about the products or services purchased. ), order (A confirmed request for delivery of goods or services based on specified terms. An order is a quote that has been accepted by a customer. )

record (An entry in the Microsoft Dynamics CRM database that stores all the information about a specific item, such as a contact. Records are like individual index cards in an index-card filing system. You can view basic information about records in a list, and you can view or change detailed information about records in a form. )

Dynamics CRM as a record. ), list (The summary view for a group of records, such as accounts or contacts, or the result of an Advanced Find query. You can view detailed information about a record by opening the form for the record. ) record type (A group of records. For example, all account records are grouped as the Account record type. Also called an entity. )

See also: entity (A structure used to manage data. Microsoft Dynamics CRM entities include Account, Case, and Activity.

) referential (A relationship between two entities in which you can navigate to any related records, but actions taken on one will not affect the other. )

See also: configurable cascade (A relationship between parent and child entities in which any action taken on a parent entity record can also be applied to any child entity records that are related to the parent entity record. You can define the behavior for each type of action. For example, you can set it up so that if you share a record in the parent entity, any related records for the child entity are not automatically shared. But if you delete a parent entity record, any related child entity records are automatically deleted. ), parental (A relationship between entities in which any action taken on a record of the parent entity is also taken on any child entity records that are related to the parent entity record. For example, if you delete a record in the parent entity, the related child entity records are also deleted; or if you share a parent entity record, the related records from the child entity are also shared. ), referential, restrict delete

(A relationship between two entities in which you can navigate to any related records. Actions taken on the parent

Microsoft Dynamics CRM 4.0 User’s Guide 487

record will not be applied to the child record, but the parent record cannot be deleted while the child record exists.

However, you cannot delete a record when related records exist. ) referential, restrict delete (A relationship between two entities in which you can navigate to any related records. Actions taken on the parent record will not be applied to the child record, but the parent record cannot be deleted while the child record exists. However, you cannot delete a record when related records exist. )

See also: equipment (The tools or assets used to perform a service activity. ), facility (A physical space, such as a conference room or service bay, where a service activity can be performed. ), service (A type of work performed for a customer by one or more resources. Services are schedulable activities. ), user (A person who has an active user account in Microsoft Dynamics CRM. ) resource group (Two or more resources (users, facilities, or equipment) that can be scheduled interchangeably. )

sales forecast (An estimate of sales revenue that typically spans a specific period, such as a month, quarter of a year, one half of a year, or a full year. Sales forecasts are determined by information that is derived from opportunity records. ) sales literature (The documents that are created with specific information about products or services and given to customers to help increase sales. )

See also: competitor (A company or organization that might compete for sales opportunities with your business unit.

Competitor records can be linked to opportunity, product, and sales literature records so that they are available when you are competing for a sale. ), product (An item in the product catalog. Products can be linked to other records, such as quotes, campaigns, and cases. ) sales quota (A revenue objective specified as a monetary amount that has been assigned to a salesperson for a specified fiscal period. )

See also: fiscal year (A span of time during which the financial activities of an organization are calculated. A fiscal year is divided into fiscal periods, typically defined as semesters, quarters, or months. The organization determines the dates that begin and end its fiscal year, which may not correspond to a traditional calendar year. ) sales territory (A segment of an organization's market that is assigned to a salesperson or a group of salespeople. ) saved view (An Advanced Find search that has been saved. Saved views are personal views that appear in the View lists for the record types they are searching on. With saved views, you can save the criteria of a search to use again later. You can also share your saved views with others. )

488 Microsoft Dynamics CRM 4.0 User’s Guide

subset of that type. ) schedule (A list of times that a resource is available for work. Also, a list of service activities for a specific period of time. )

See also: service activity (A schedulable appointment to provide a service to a customer. A service activity uses one or more resources to perform a service at a specific time and place. ) security role (A defined set of privileges. The security role assigned to a user determines which tasks the user can perform and which parts of the user interface the user can view. All users must be assigned at least one security role in order to access the system. )

See also: access level (A security role setting that determines, for a given entity, who can access records. There are four options: just the owner of the record, all users in the current business unit, all users in the current or child business unit, or all users. ), privilege (A user's right to perform a specific action on a specific record type or to perform a task. Privileges are assigned by system administrators to security roles. Users are then assigned security roles.

Examples of privileges include Update Account and Publish Customizations. ) selection rule (A set of criteria that specifies which personnel, equipment, facilities, or resource groups are required to perform a service, or how to select these resources, based on parameters like quantity and capacity. ) service activity (A schedulable appointment to provide a service to a customer. A service activity uses one or more resources to perform a service at a specific time and place. )

See also: appointment (An activity represented by a time interval that has a start time, an end time, and a duration. An appointment does not include a service or check for conflicts, and you cannot search for available times. ), service (A type of work performed for a customer by one or more resources. Services are schedulable activities. ) service coverage (The specific hours and days of the week for which service support will be provided. This is defined in the contract template, but is not enforced by the system. )

See also: allotment type (A unit of service, such as a case or a range of coverage dates, specified in a service contract that indicates how much access a customer has to customer service. ), billing frequency (A pre-defined period of time that specifies how often a customer should be billed. Common billing frequencies are monthly, quarterly, and annually.

), contract line (A line item in a contract that describes the service support to be provided. A contract line often includes pricing information and how support will be allotted. ) service level (The type of service specified in a contract. The default levels are gold, silver, or bronze. Like medals in a competition, gold denotes the highest level of service and bronze the lowest. The organization determines what each service level offers. Some common differentiations between levels include response time and access to specialists. ) service restriction (A limitation of when a resource can perform a specific service. ) share (To allow another user or team to have a specified amount of access to a record, such as a case, account, or contract. For example, you can share an account with a team and specify that its members can read the account record, but cannot have write access to it. )

See also: assign (To specify the owner of a record, such as an account or case, or an activity, such as an e-mail message or phone call. Users can assign cases and activities to either a user or a queue. )

SIC Code (Standard Industrial Classification code. A four-digit number assigned by the U.S. government to designate the economic activity of a business. ) site (A business location to which resources are assigned. A site is used to ensure that all resources required for a service are in the same physical location. )

Site Map (An XML representation of the structure of the Navigation Pane in Microsoft Dynamics CRM, including the areas, groups, and subareas where entities are displayed, and the privileges associated with each subarea. )

Microsoft Dynamics CRM 4.0 User’s Guide 489

See also: Navigation Pane (The column on the left side of Microsoft Dynamics CRM that includes panes, such as

Workplace and Marketing, and the categories within each pane. Click a category under the pane to show the items in the list. ) snapshot (A static file that contains the results of a report that was run at a particular time. ) snapshot definition (A collection of settings required to produce a snapshot, including user credentials, filter criteria, parameters, and schedule information. ) status (The state of a record or activity. For example, a case can be Active or Resolved, and an e-mail activity can have a status of Draft or Sent. Status is also used by workflow rules to determine when to move to the next stage in a workflow or sales process. )

See also: status reason (The description of the status of a record or activity. For example, if a case has a status of

Active, the status reason could be Researching or Waiting for Details. The options available are based on what type of record is open and the status of the record. When the status of a record changes, if more than one status reason is possible, a dialog box is displayed to enable the user to select the appropriate status reason. ), workflow rule (A set of action steps in a business process or sales process. Workflow rules determine the required activities for a workflow and the order in which those activities must be performed. ) status reason (The description of the status of a record or activity. For example, if a case has a status of Active, the status reason could be Researching or Waiting for Details. The options available are based on what type of record is open and the status of the record. When the status of a record changes, if more than one status reason is possible, a dialog box is displayed to enable the user to select the appropriate status reason. )

See also: status (The state of a record or activity. For example, a case can be Active or Resolved, and an e-mail activity can have a status of Draft or Sent. Status is also used by workflow rules to determine when to move to the next stage in a workflow or sales process. ) subordinate record (The record that is deactivated when records are merged. Data from the subordinate record is added to the master record. )

See also: master record (The record that stays active when records are merged. Data from the subordinate record is added to this record. ) synchronization (The exchange of data between a user's local data and the Microsoft Dynamics CRM database so that the data is the same. ) system attribute (An attribute that is included in Microsoft Dynamics CRM by default. For example, the name attribute in the Account entity is a system attribute. )

See also: custom attribute (An attribute that is not included in Microsoft Dynamics CRM by default. Instead, a customer or partner adds it after they install the software, to help adapt the software to the customer's needs. ) system entity (An entity that is included in Microsoft Dynamics CRM by default, such as Account. )

See also: custom entity (An entity that is not included in Microsoft Dynamics CRM by default. You can create custom entities by using the customization tools. ), entity (A structure used to manage data. Microsoft Dynamics CRM entities include Account, Case, and Activity. ), related entity (An entity that is associated with a primary entity (record type) through a unique reference defined by using a lookup control on the related entity form. For example, an account has a unique reference to a primary contact. ) system job (A process that Microsoft Dynamics CRM performs independently or in the background. Other processes can be started before a system job has finished. Examples of system jobs include workflow jobs and duplicate detection jobs. )

See also: workflow job (A type of system job that performs the actions defined in a workflow on a specific record. )

490 Microsoft Dynamics CRM 4.0 User’s Guide

team (A group of users who share and collaborate on business records. A team can consist of members who all report to one business unit or members who report to different business units. )

See also: share (To allow another user or team to have a specified amount of access to a record, such as a case, account, or contract. For example, you can share an account with a team and specify that its members can read the account record, but cannot have write access to it. ) template (A framework for an e-mail message, contract, or article. Templates are used to ensure consistent layouts and content in similar types of documents. ) ticker symbol (An identification code used to identify a publicly traded corporation on a particular stock market. ) timeout (A type of wait condition in workflow logic that stops all actions in the workflow until a specified time. You can create a timeout by selecting the following values for the wait condition: Workflow (under Local Values), Timeout,

Equals, and a date or specific time. ) track (To link between a record in Microsoft Dynamics CRM and Microsoft Office Outlook. Records that are marked for tracking are updated in both applications, including creating new activities. ) transform (To concatenate multiple columns, split a column, replace a string, use a substring, or modify a date while migrating data. )

unit (A measurement that specifies in what quantity a product will be sold. )

See also: base unit (The initial measurement of a product. A unit group contains the lowest unit of measurement in which a product is available, such as a liter. It then lists all the different increments that this base unit is packaged in for sale, and indicates which one is the primary unit. ), primary unit (The measurement used to define the most commonly sold unit of a product. ), unit group (A compilation of the different measurements that a product is available in. A unit group contains the base unit in which a product is available, for example, a two-liter bottle. It then lists all the different increments that this base unit is packaged in for sale, such as an individual two-liter bottle or a case of 6 twoliter bottles, and also indicates which measurement is the primary unit. ) unit group (A compilation of the different measurements that a product is available in. A unit group contains the base unit in which a product is available, for example, a two-liter bottle. It then lists all the different increments that this base unit is packaged in for sale, such as an individual two-liter bottle or a case of 6 two-liter bottles, and also indicates which measurement is the primary unit. )

See also: base unit (The initial measurement of a product. A unit group contains the lowest unit of measurement in which a product is available, such as a liter. It then lists all the different increments that this base unit is packaged in for sale, and indicates which one is the primary unit. ), discount list (A group of price reductions that can be applied to a product, based on volume purchased. Discount lists can be added to price list items in a product. ), price list (A group of the specific prices that can be charged for each unit in the unit group of a product. Price lists are used to determine the pricing in a quote for a customer. A default price list can be added to a product. ), primary unit (The measurement used to define the most commonly sold unit of a product. ), product (An item in the product catalog. Products can be linked to other records, such as quotes, campaigns, and cases. ), unit (A measurement that specifies in what quantity a product will be sold. ), unit group (A compilation of the different measurements that a product is available in. A unit group contains the base unit in which a product is available, for example, a two-liter bottle. It then lists all the different increments that this base unit is packaged in for sale, such as an individual two-liter bottle or a case of 6 two-liter bottles, and also indicates which measurement is the primary unit. )

Use Current Pricing (A type of pricing behavior that directly associates the price per unit for a product with the price listed in the product catalog. If a price changes in the product catalog, the unit price changes in any open invoices or orders. )

Microsoft Dynamics CRM 4.0 User’s Guide 491

See also: Prices Locked (A type of pricing behavior that prevents changes to the price per unit for products in open orders or invoices. Even if a price changes in the product catalog, the original price will remain for any open orders or invoices in which Prices Locked has been enabled. ) user (A person who has an active user account in Microsoft Dynamics CRM. )

See also: resource (A user that performs a service, or the equipment or facility that is required for a service. )

view (A filter applied to a list of records. Users can choose different views that contain all the records or activities of a particular type or that are a subset of that type. )

See also: associated view (The view of an entity that is displayed in the forms of other entities. The associated view is different from the views that are visible for the entity in its own area of the user interface. For example, in an account record, under Details, you can click Contacts to view and open a contact form. That is the Contacts associated view.

There can be only one associated view of each entity. ), Index (The dynamic alphabet bar located on the bottom of the lists in the Microsoft Dynamics CRM application window. When a letter or the number sign (#) is clicked, the list displays the available records by that letter. ), form (A page that displays detailed information that users have entered into Microsoft Dynamics CRM about a specific record, such as all information about a contact. Information that users enter in a form is stored in Microsoft Dynamics CRM as a record. ), list (The summary view for a group of records, such as accounts or contacts, or the result of an Advanced Find query. You can view detailed information about a record by opening the form for the record. ), record (An entry in the Microsoft Dynamics CRM database that stores all the information about a specific item, such as a contact. Records are like individual index cards in an index-card filing system. You can view basic information about records in a list, and you can view or change detailed information about records in a form. ) volume discount (The amount subtracted from the unit of a product or service based on the volume purchased. )

See also: discount list (A group of price reductions that can be applied to a product, based on volume purchased.

Discount lists can be added to price list items in a product. ), manual discount (The amount subtracted from the set price of a product or service. )

wait condition (An element of workflow logic that enables a workflow to pause itself until the criteria defined by the condition have been met. The workflow starts again automatically when the criteria in the wait condition have been met. ) work hours (The times that a user is available to be scheduled for appointments and service activities. This includes start and end times, breaks, and time off. ) workflow (A set of logical rules that define the steps necessary to automate a specific business process, task, or set of actions to be performed on Microsoft Dynamics CRM records. ) workflow actions (Elements of workflow logic that specify the actions that should be performed by workflow jobs when conditions defined in the workflow have been met. ) workflow job (A type of system job that performs the actions defined in a workflow on a specific record. )

See also: system job (A process that Microsoft Dynamics CRM performs independently or in the background. Other processes can be started before a system job has finished. Examples of system jobs include workflow jobs and duplicate detection jobs. ) workflow logic (All of the conditions, actions, and other logical elements that define when and how a particular workflow takes action on Microsoft Dynamics CRM records. )

492 Microsoft Dynamics CRM 4.0 User’s Guide

workflow scope (The range of records that a particular workflow is allowed to take action on. The options available when you specify the scope of a workflow depend on the access level that you have on your workflow's primary entity.

Workflow jobs started by your workflow will not take action on records owned at a higher access level than your access level. ) workflow stage (An element of workflow logic that groups steps. Adding stages to a workflow does not affect how the steps function. Stages are purely for conceptual grouping of steps within complex workflows. ) workflow step (An element of workflow logic that defines a unit of business logic within a workflow. Steps can include conditions, actions, other steps, or a combination of these elements. ) workflow template (A type of workflow that serves exclusively as the basis for creating other workflows. Workflow templates cannot start workflow jobs. )

Workplace (A pane in the Navigation Pane that contains the work a user has been assigned, is currently working on, and is available in queues to which the user has access. Users can accept, assign, and delete assignments from here.

Users can also access their calendars and the knowledge base. )

Microsoft Dynamics CRM 4.0 User’s Guide 493