Monthly Archives: July 2012

Microsoft Dynamics CRM 2011 and Microsoft Dynamics CRM Online – Glossary of Terms (Part 1 of Series of 3)

This blog contains a list of terms and definitions that applies to Microsoft Dynamics CRM 2011 and Microsoft Dynamics CRM Online.

This is Part 1 of Series of 3. Click Here for Part 2. Click Here for Part 3.

Term: access right
Definition: A specific right assigned to a user for an entity instance or record. Primary examples are read, write, append, delete, share, and assign.

Term: account
Definition: Person or business to which the salesperson tries to sell a product or service. The company billed in business transactions.

Term: activity
Definition: 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 that users can view the open and closed activities.

Term: activity feed
Definition: A series of information updates, or posts, on the wall in Microsoft Dynamics CRM.

Term: address
Definition: Stores address and shipping information for a customer. This entity is used to store additional addresses for an account.

Term: append
Definition: An access right available in Microsoft Dynamics CRM that enables users to attach entity instance to the selected entity instance. The Append and Append To access rights are a pair of rights that work in combination with one another. For example, when you attach a note to a case, you must have the Append access right on the note and the Append To access right on the case for the operation to work.

Term: application instance
Definition: A customized implementation of a Microsoft Dynamics CRM application (plus any partner-defined functionality outside the scope of Microsoft Dynamics CRM) using the core Microsoft Dynamics CRM services. An instance uses a single store or service deployment unit, typically a database or database cluster.

Term: appointment
Definition: 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.

Term: article
Definition: A text-based piece of content in the knowledge base.

Term: assign
Definition: To specify the owner of a record, such as an account or case, or an activity, such as an email message or phone call. Users can assign cases and activities to either a user or a queue.

Term: asynchronous event
Definition: An event that occurs as part of the overall platform operation for which registered plug-ins are queued to be executed later.

Term: attribute
Definition: The name or structure of a field in a database entity. For example, lastname, firstname, and phone are attributes of each record in a PhoneList entity. The size of a field and the type of information that it contains are also attributes of a database record.

Term: availability
Definition: The periods of time when a resource can be scheduled to participate in a service activity.

Term: base language
Definition: The default language for your organization’s implementation of Microsoft Dynamics CRM.

Term: basic
Definition: An access level that specifies the user has access to records the user owns or shares. Basic is the most restrictive access level. The application refers to this level as User.

Term: business
Definition: An entity that provides goods and/or services to others.

Term: business entity
Definition: An entity that is a part of the Microsoft Dynamics CRM default installation, such as account.

Term: business unit
Definition: A business, division, or department in the Microsoft Dynamics CRM database.

Term: campaign
Definition: A marketing program designed to accomplish a specific result, such as introducing a new product or increasing market share. The main way to accomplish this result is through communicating the benefits of a product or service to people and businesses. Campaigns often include more than one communication method, such as print advertisements, promotional discounts, and direct mail.

Term: campaign activity
Definition: An activity that includes additional, campaign-specific information, such as budgets and vendor names. Campaign activities result in contacting a customer through one of the channels, such as sending an email or making a phone call.

Term: campaign response
Definition: An entity that captures responses from existing or potential new customers for a campaign.

Term: capacity
Definition: The ability of a resource to produce an amount of output in a specified amount of time.

Term: case
Definition: A problem reported by a customer and the activities that customer service representatives use to resolve it. Sometimes referred to as an “incident” or “ticket.” Cases are frequently associated with service contracts.

Term: case resolution
Definition: An activity that includes such information as the description of the resolution, billing status, and the duration of the case.

Term: child business unit
Definition: A business unit that is immediately under another business unit in the business hierarchy of an organization.

Term: competitor
Definition: An entity that sells similar products or services and competes for the same customer segment.

Term: condition
Definition: The state of an expression or a variable (for example, when a result can be either true or false, or equal or not equal).

Term: contact
Definition: 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.

Term: contract
Definition: 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.

Term: contract line
Definition: 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.

Term: contract template
Definition: A template for a contract containing the standard attributes of a contract.

Term: conversation
Definition: A collection of posts and all related comments.

Term: custom entity
Definition: An entity that can be added to the system after installation to address specific business needs of the organization.

Term: customer
Definition: The account or contact with which a business unit conducts a business transaction.

Term: customer relationship
Definition: Relationship between a customer and a partner in which either can be an account or contact.

Term: customer service
Definition: The functionality to ensure that customers of a business, both individuals and other businesses, can keep in communication with that business to ensure that they receive needed levels of service before, during, and after purchasing the business products or services.

Term: customer service representative
Definition: A security role users can be assigned in Microsoft Dynamics CRM. A customer service representative (CSR) provides service to the customers of the organization or business unit through the opening and resolution of cases, among other activities.

Term: customization
Definition: The modification of or additions to entities, attributes, forms, and views in the Microsoft Dynamics CRM application as it was shipped.

Term: deep
Definition: An access level that specifies the user has access to records within his or her business unit and down the business unit hierarchy. The application refers to this level as Parent: Child Business Units.

Term: deployment
Definition: The process of distributing and installing a software program throughout an entire organization. A deployment is a single installation of Microsoft Dynamics CRM.

Term: deprecated
Definition: Refers to a class, member, or feature that works in this version but will be removed in a future update. A deprecated API or feature is currently supported for backward compatibility; however, it might become obsolete and unsupported in the future. When possible, always use the new class, member, or feature. See also obsolete, which is a related – but different – term.

Term: discount
Definition: A reduction in the selling price of products or services, usually offered by the seller when the buyer agrees to meet specific conditions.

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

Term: duration
Definition: The amount of time that a record is in effect.

Term: dynamic entity
Definition: A programming construct that supports writing code that will work with entities that are not yet defined.

Term: email
Definition: An activity that is delivered using email protocols.

Term: email template
Definition: A template for an email message that contains the standard attributes of an email message.

Term: entity
Definition: A concrete or abstract thing represented by a noun, like employee, customer, or order. An entity manages data for an application.

Term: entity name
Definition: The name that uniquely identifies an entity.

This is Part 1 of Series of 3. Click Here for Part 2. Click Here for Part 3.

My above blog is based on Microsoft’s Official information.

I hope this blog about ‘Microsoft Dynamics CRM 2011 and Microsoft Dynamics CRM Online – Glossary of Terms (Part 1 of Series of 3)’ was informative. Please feel free to leave your comments.