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A raference for the rest of us - Scott J.

Scott J. A raference for the rest of us - Wiley publishing , 2003. - 387 p.
ISBN: 0-7645-1698-1
Download (direct link): microsoftcrmford2003.pdf
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334 Part VI: Appendixes
Originating Lead: The source of the Lead that led to an Account or Opportunity.
Outlook client: Via your Outlook client, you manage your Contacts and synchronize your information with the main database.
parent: Various Records may have a parent/child relationship. For example, a large Organization may have one Account Record for its main headquarters, and each separate location may have its own Account Record. These Records would be set up with the headquarters’ Record as the parent and each of the regional offices as children of the parent Record.
price list: A compilation of the specific prices that can be charged for each unit in the unit group of a product. Salespeople use price lists to determine the pricing in a Quote for a customer. In addition, a default price list can be added to a Product.
primary unit: The measurement that you use to define the most commonly sold unit of a Product.
Product: In Microsoft CRM, an item in the Product Catalog. Salespeople can associate Products to their Quotes, Orders, and Invoices. Products are added to the Product Catalog through the Settings area of Microsoft CRM.
Queue: A holding container for work items (or a list of Activities that needs to be handled). In Microsoft CRM, Queues are used in several places. For example, the Queues area of the Workplace module contains Queues of Cases and Activities. In KB Manager, Knowledge Base articles are sorted into Queues in the Draft, Unapproved, and Published folders. Some Microsoft documents refer to a Queue as a group of people or Users. It isn’t.
quota: A revenue objective specified as a monetary amount that has been assigned to a salesperson for a specified fiscal period.
Quote: A formal offer for Products and/or Services, proposed at specific prices with related payment terms, which is sent to a prospective customer.
Record: The basic unit of description of a Microsoft CRM item, similar to a file in a filing cabinet. A Record contains the form for an item, which includes detailed information about the item and all the associated Records, notes, and attachments. Accounts, Contacts, Competitors, and so on are all Records accessed by the system. A Record is also called a business record or an object.
Record type: The representation of all the instances of a particular Record. For example, all Account Records are grouped as the Account Record type. When you make changes to a Record type, those changes will affect all individual Records of that type.
Chapter 28: Glossary 335
Reports module: A Microsoft CRM module used to create, view, and print metrics and statistical reports.
role: A defined set of access privileges assigned to a User in Microsoft CRM. The role assigned to a user determines which Tasks the User can perform and which parts of the user interface the User can view. In Microsoft CRM, all Users must be assigned at least one role in order to access the system, but each User can have multiple roles in the Organization.
Sales Literature: The documents that Business Units create with specific information about Products and Services.
Sales module: The Microsoft CRM module used to access business Records pertaining to sales, such as Accounts, Contacts, Quotes, Orders, and Sales Literature. In this module, Users can create Leads, convert them to Opportunities, Accounts, and Contacts, and view and track information about Competitors. Users can also create Quotes and Orders and generate Invoices.
Salesperson: A role that Users can be assigned in Microsoft CRM. A salesperson is responsible for finding and/or qualifying Leads and working with Opportunities, Accounts, and Contacts in order to generate sales revenue, among other Activities.
Service module: The Microsoft CRM module used to access business Records pertaining to customer service, such as Cases, Accounts, Contacts, Contracts, and the Knowledge Base Manager (KB Manager). In this module, Users can open and resolve Cases, create and view service contracts, and create and manage information in the Knowledge Base.
SFA: Sales Force Automation software was the early precursor to CRM software. SFA software focused primarily on the needs of salespeople and did not integrate with Customer Service or Accounting.
share: To allow another User or Team to have a specified amount of access to a particular 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.
Side Bar: The area to the left of various Records. It is also sometimes referred to as a Side Tab, the panel to the side of the main display, or even a Task Bar. This area lists all the related types of Records that can be associated with the active Record. For example, when viewing an Account Record, you will see a listing for Contact Records in the Side Bar.
SQL: SQL is one of the industry standard formats for managing small-to medium-sized databases. Microsoft CRM uses SQL 2000.
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