Salesforce CRM Glossary
This glossary defines terms that appear throughout the Salesforce documentation
suite.
An account is
an organization, company, or consumer that you want to track—for example, a
customer, partner, or competitor.
A rule that automatically assigns accounts to
territories, based on criteria you define.
An account team is a team of users that work together
on an account. For example, an account team may include an executive sponsor,
dedicated support representative, or project manager.
Planned task or event, optionally related to another type
of record such as an account, contact, lead, opportunity, or case.
One or more individuals in your organization who can
configure and customize the application. Users assigned to the System
Administrator profile have administrator privileges.
Amount Without Adjustments
Applies to Collaborative Forecasts. The sum of all of a person’s owned revenue
opportunities and also his or her subordinates’ opportunities, without
adjustments. Subordinates include everyone reporting up to a person in the
forecast hierarchy.
Amount Without Manager Adjustment
Applies to Collaborative Forecasts. The forecast number as seen by the forecast
owner. This is the sum of the owner’s revenue opportunities and his or her
subordinates’ opportunities, including adjustments made by the forecast owner
on her or her subordinates’ forecasts. It doesn’t include adjustments
made by forecast managers above the owner in the forecast hierarchy.
A reporting
snapshot lets you report on historical data. Authorized users can save
tabular or summary report results to fields on a custom object, then map those
fields to corresponding fields on a target object. They can then schedule when
to run the report to load the custom object's fields with the report's data.
The user whose
security settings determine the source report's level of access to data. This
bypasses all security settings, giving all users who can view the results of
the source report in the target object access to data they might not be able to
see otherwise.
Answers
Answers is a feature
of the Community application that enables users to ask questions and have
community members post replies. Community members can then vote on the
helpfulness of each reply, and the person who asked the question can mark one
reply as the best answer.
Apex is a
strongly typed, object-oriented programming language that allows developers to
execute flow and transaction control statements on the Force.com platform
server in conjunction with calls to the Force.com API. Using syntax
that looks like Java and acts like database stored procedures, Apex enables
developers to add business logic to most system events, including button
clicks, related record updates, and Visualforce pages. Apex code
can be initiated by Web service requests and from triggers on objects.
Short for “application.” A collection of components such as tabs,
reports, dashboards, and Visualforce pages that address a specific
business need. Salesforce provides standard apps such as Sales and
Call Center. You can customize the standard apps to match the way you work. In
addition, you can package an app and upload it to the AppExchange along
with related components such as custom fields, custom tabs, and custom objects.
Then, you can make the app available to other Salesforce users from
theAppExchange.
See Force.com App Menu.
The AppExchange is
a sharing interface from Salesforce that allows you to browse and
share apps and services for the Force.complatform.
See Workflow and Approval Actions.
An approval process is
an automated process your organization can use to approve records in Salesforce.
An approval process specifies the steps necessary for a record to be approved
and who must approve it at each step. A step can apply to all records included
in the process, or just records that meet certain administrator-defined
criteria. An approval process also specifies the actions to take when a record
is approved, rejected, recalled, or first submitted for approval.
Articles capture information about your
company's products and services that you want to make available in your
knowledge base.
Article Manager
Salesforce uses the term article manager to
represent a specific type of user. Article managers can access the Article
Management tab to create, edit, assign, publish, archive, and delete articles.
Article managers are sometimes referred to as knowledge managers. Article
managers require the “Manage Articles” user permission. The Article Management
tab is not visible to users without “Manage Articles.”
All articles in Salesforce
Knowledge are assigned to an article type. An article's type
determines the type of content it contains, its appearance, and which users can
access it. For example, a simple FAQ article type might have two custom fields, Question andAnswer,
where article managers enter data when creating or updating FAQ articles. A
more complex article type may require dozens of fields organized into several
sections. Using layouts and templates, administrators can structure the article
type in the most effective way for its particular content. User access to
article types is controlled by permissions. For each article type, an
administrator can grant “Create,” “Read,” “Edit,” or “Delete” permissions to
users. For example, the article manager might want to allow internal users to
read, create, and edit FAQ article types, but let partner users only read FAQs.
A specific model or type of product that a customer
owns. Depending on how your organization uses assets, they can represent your
products that the customer has purchased and installed or your competitor’s
products that the customer uses.
An assignment is a
draft article that has been assigned to another user for editing. Assignments
may contain brief instructions and a due date.
A set of conditions for sending automatic email
responses to case or lead submissions based on the attributes of the submitted
record. Applicable cases include those submitted through a Self-Service portal,
a Customer Portal, a Web-to-Case form, an Email-to-Case message, or an On-Demand
Email-to-Case message. Applicable leads include those captured through a
Web-to-Lead form.
Revenue projection in a forecast that identifies total
“possible” revenue for a specific month or quarter. For managers, this should
equal the total amount of revenue they and their entire team might possibly
generate.
Best Answer
When a member of an answers community asks a question
and other community members post a reply, the asker can mark one of the replies
as the best answer. The best answer then appears directly under the question
(above the other replies). Identifying the best answer helps other community
members with the same question quickly find the most relevant, useful
information.
A lookup that is performed when the lookup field
dialog does not have a search term.
Bucketing
A tool in the report builder that lets users
categorize report records by field, without having to create a formula or a
custom field.
A company or organization that you want to track.
A marketing initiative, such as an advertisement,
direct mail, or conference, that you conduct in order to generate prospects and
build brand awareness.
A set of up to five campaigns organized into a
hierarchy. A parent campaign can have several child campaigns, but a child
campaign can have only one parent.
Any lead or contact associated with a campaign.
The campaign ROI is the return on your marketing
investment. Use the Campaign ROI Analysis Report to analyze the ROI. The ROI is
calculated as the net gain (Total Value Won Opps - Actual Cost)
divided by the Actual Cost. The ROI result is expressed as a percentage.
Detailed description of a customer’s feedback,
problem, or question. Used to track and solve your customers’ issues.
A label you can apply to a solution to group similar
solutions together. Solution categories help customer support representatives
find solutions faster when solving cases. If you use the Self-Service portal
or public solutions, your customers can browse solutions by category to find
what they need. See also Parent Category.
Categories are
administrator-defined values that help organize ideas into logical sub-groups
within a zone. The View Category drop-down list on the Ideas tab allows users
to filter ideas by category, and the Categories picklist on the Post
Ideas page lets users add categories to their ideas. For example, if your
ideas zone has the focus “Improvements to our clothing line,” then you might
set up categories such as “Shirts,” “Jackets,” and “Slacks.” Each organization
has one common set of categories that can be added or removed from each zone. An administrator defines separate categories
for their ideas and answers zones.
See Data Category for Answers and Data
Category for Articles.
Category Group for Answers
In an answers zone, a category
group provides one or more categories that help organize questions for
easy browsing. If the category group contains a hierarchy, only the first-level
categories display on the Answers tab. For example, if you're a computer
manufacturer you might create a Products category group for your Products zone
that has four categories: Performance Laptops, Portable Laptops, Gaming
Desktops, and Enterprise Desktops. Zone members can choose one of the
categories to assign to a question. Administrators create the category
group and categories and then associate the category group with their answers
zone.An administrator defines separate categories for their ideas and answers
zones.
In Salesforce
Knowledge, a category group organizes data categories into a
logical hierarchy. For example, to classify articles by sales regions and
business units, create two category groups, Sales Regions and Business Units.
The Sales Regions category group could consist of a geographical hierarchy,
such as All Sales Regions as the top level, North America, Europe, and Asia at
the second level, and so on up to five levels. When creating articles, authors
assign the relevant categories to the article. End users searching for articles
can search and filter by category.
A channel refers to the medium by which an article is
available. Salesforce Knowledge offers four channels where you can
make articles available.
- Internal App: Salesforce users can access articles in the
Articles tab depending on their role visibility.
- Customer: Customers can access articles if the Articles tab is
available in a community or Customer Portal. Customer users
inherit the role visibility of the manager on the account. In a community,
the article is only available to users with Customer Community or Customer
Community Plus licenses.
- Partner: Partners can access articles if the Articles tab is available
in a community or partner portal. Partner users inherit the
role visibility of the manager on the account. In a community, the
article is only available to users with Partner Communitylicenses.
- Public Knowledge Base: Articles can be made available to anonymous
users by creating a public knowledge base using theSample Public
Knowledge Base for Salesforce Knowledge app from the AppExchange.
Creating a public knowledge base requires Sites and Visualforce.
- Your own website. Articles can be made available to users through your
company website.
Channel Manager
Chatter Answers
Chatter Answers
is a self-service support community where users can post questions and receive
answers and comments from other users or your support agents.
A list of recent activities in Salesforce. Chatter feeds
display:
- On the Chatter or Home tab, where you can see your posts,
posts from people you follow, and updates to records you follow, and posts
to groups you're a member of
- On profiles, where you can see posts made by the person whose profile
you're viewing
- On records, where you can see updates to the record you're viewing
- On Chatter groups, where you can see posts to the group
you're viewing
Chatter groups let you share information with specific
people. For example, if you're working on a project and want to share
information only with your team members, you can create a Chatter group for
your team. Chatter groups include a list of members, a Chatter feed, and a
photo. You can create the following types of Chatter groups:
- Public: Only group members can post, but anyone can see the posts and
join the public group.
- Private: Only group members can post and see the posts. The group's
owner or managers must add members.
Combination Chart
A combination chart plots multiple sets of data on a
single chart. Each set of data is based on a different field, so values are
easy to compare. You can also combine certain chart types to present data in
different ways on a single chart.
Connection (for Salesforce to
Salesforce)
A business partner that you invite to share data using Salesforce
to Salesforce.
Communities are
customizable public or private spaces for employees, end-customers, and
partners to collaborate on best practices and business processes.
Community Application
The Community
application includes the ideas and answers features. The Community app is
available in the Force.com app menu.
A community expert is
a member of the community who speaks credibly and authoritatively on behalf of
your organization. When a community expert posts a comment or idea, a unique
icon (
)
displays next to his or her name so other community members can easily identify
credible information within the community. The Salesforce administrator
can designate as many community experts as necessary.
)
displays next to his or her name so other community members can easily identify
credible information within the community. The Salesforce administrator
can designate as many community experts as necessary.
Amount entered in a forecast that an individual
salesperson is reasonably confident of closing in a particular month or
quarter. For managers, this should equal the amount that they and their team
can confidently close.
Related list that displays competitor names,
strengths, and weaknesses entered for a specific opportunity.
The linkage between a
telephone system and a computer that facilitates incoming- and outgoing-call
handling and control.
Product that allows you to integrate Salesforce with
Microsoft® Word and Excel.
Force.com Connect for Microsoft Outlook is our
legacy add-in for Microsoft® Outlook® 2007 and earlier. It lets you sync
betweenSalesforce and Outlook. Connect for Outlook adds buttons
and options to Outlook.
Product that allows salespeople to use Salesforce to
update their data remotely, anywhere, anytime—totally unplugged.
A tab containing the Agent console, which
combines related records into one screen with different frames so that users
can view and edit information all in one place.
Contact Manager Edition
A Salesforce edition designed for small
businesses that provides access to key contact management features.
The role that a contact plays in a specific account,
contract, or opportunity, such as “Decision Maker” or “Evaluator.” You can mark
one contact as the “primary” contact for the account, contract, or opportunity.
A contact may have different roles in various accounts, contract, or
opportunities.
A file that has been converted into an optimized
online format for distributions to leads, contacts, and colleagues.
A collection of related documents or files that are
stored as a group in Salesforce CRM Content.
Contract Line Item
Contract line items
are specific products covered by a service contract. They only display to
users on the Contract Line Items related list on service contracts, not
contracts.
Any standard or custom picklist or checkbox field
whose values control the available values in one or more corresponding
dependent fields.
Button or link that allows you to change a qualified
lead into an account, contact, and, optionally, an opportunity. Information
from the lead fields is transferred into the appropriate account, contact, and
opportunity fields.
A lightweight
software program that controls the appearance and behavior of a Salesforce SoftPhone.
The adapter acts as an intermediary between a third-party computer telephony
integration (CTI) system, Salesforce, and a Salesforce CRM Call
Centeruser. It must be installed on any machine that needs access to Salesforce
CRM Call Center functionality.
Custom Console Component
A Visualforce page added to a Salesforce
console by an administrator to customize, integrate, or extend the
capabilities of the console.
A field that can be added in addition to the standard
fields to customize Salesforce for your organization’s needs.
Custom text administrators create to provide users
with on-screen information specific to a standard field, custom field, or
custom object.
Custom links are URLs defined by
administrators to integrate your Salesforce data with external
websites and back-office systems.Formerly known as Web links.
Custom records that allow you to store information
unique to your organization.
See Report Type.
Note
S-controls have been superseded by Visualforce pages. After March
2010 organizations that have never created s-controls, as well as new
organizations, won't be allowed to create them. Existing s-controls will remain
unaffected, and can still be edited.
Custom Web content for use in custom links. Custom s-controls
can contain any type of content that you can display in a browser, for example
a Java applet, an Active-X control, an Excel file, or a custom HTML Web form.
A revised forecasting module that allows organizations
to customize forecasts for their organization’s business process.
A display feature that lets you see a specific set of
records for a particular object.
A dashboard shows data
from source reports as visual components, which can be charts, gauges, tables,
metrics, or Visualforcepages. The
components provide a snapshot of key metrics and performance indicators for
your organization. Each dashboard can
have up to 20 components.
On the Answers tab, data
categories allow users to classify questions in an answers zone. For
example, if you have a zone for hardware products, your data categories may
include laptops, desktops, and printers. Zone members can quickly browse within
a specific category to find answers to their questions. Administrators can use
data categories to control access to questions.
In Salesforce
Knowledge, data categories are a set of criteria organized
hierarchically into category groups. Articles in the knowledge base can be
classified according to multiple categories that make it easy for users to find
the articles they need. For example, to classify articles by sales regions and
business units, create two category groups, Sales Regions and Business Units.
The Sales Regions category group could consist of a geographical hierarchy,
such as All Sales Regions as the top level, North America, Europe, and Asia at
the second level, and so on up to five levels. Authors assign categories to
articles. Administrators can use data categories to control access to articles.
Database.com
Database.com is an enterprise cloud database from Salesforce.
Dated exchange rates allow you to map a currency
conversion rate to a specific date range. For example, the exchange rate on
January 1 was 1 USD to 1.39 AUD, but on February 1, it changed to 1 USD to 1.42
AUD. Your opportunities that closed between January 1 and February 1 use the
first exchange rate (1 = 1.39), while opportunities that closed after February
1 used the second exchange rate (1 = 1.42).
If you dislike an
idea, you can click demote to subtract 10 points from its
overall score and decrease the idea's overall popularity ranking. You cannot
demote the same idea more than once, and after you demote an idea you cannot
promote it. An idea can have negative overall points if more users demote the
idea than promote it.
Any custom picklist or multi-select picklist field
that displays available values based on the value selected in its corresponding
controlling field.
A page that displays information about a single object
record. The detail page of a record allows you to view the information, whereas
the edit page allows you to modify it.
A term used in reports to distinguish between summary
information and inclusion of all column data for all information in a report.
You can toggle the Show Details/Hide Details button to
view and hide report detail information.
The Agent console's
center frame, which is the detail page view of any record selected from any of
the console’s other frames. The detail view displays the same page layouts
defined for the object’s detail pages. When a record is displayed in the detail
view, it is highlighted in the list view.
A free, fully-functional Salesforce organization
designed for developers to extend, integrate, and develop with the Force.complatform.
Developer Edition accounts are available on developer.salesforce.com.
Developer Pro sandboxes copy
customization (metadata), but don't copy production data, into a separate
environment for coding and testing. Developer Pro has more storage
than a Developer sandbox. It includes a number of Developer sandboxes,
depending on the edition of your production organization.
Developer sandboxes copy
customization (metadata), but don't copy production data, into a separate
environment for coding and testing.
A place to store documents without attaching them to
accounts, contacts, opportunities, or other records.
Draft articles are in-progress articles that have not
been published, which means they are not visible on the Articles tab (in any
channel) or in a public knowledge base. Article managers can access draft
articles on the Article Management tab by clicking theArticles tab
in the View area and choosing Draft Articles. You can filter draft articles by those
assigned to you or those assign to anyone (all draft articles for your
organization). Draft articles can be assigned to any user involved in the
editorial work.
Draft Translation
Draft translations are in-progress translations of
articles into multiple languages. They have not been published, which means
they are not visible on the Articles tab (in any channel) or in a public
knowledge base. Article managers can access draft translations on the Articles
Management tab by clicking the Translations tab in the View
area and choosing Draft Translations.You can filter draft translations by those
assigned to you, those assigned to a translation queue, or those assigned to
anyone (all draft translations in your organization). Translations can be
assigned to any user who can publish Salesforce Knowledge articles.
A dynamic
dashboard runs using the security settings of the user viewing the
dashboard. Each user sees the dashboard according to his or her own access
level. This approach helps administrators share one common set of dashboard
components to users with different levels of access.
Email alerts are
workflow and approval actions that are generated using an email template by a
workflow rule or approval process and sent to designated recipients, either Salesforce users
or others.
A form email that communicates a standard message,
such as a welcome letter to new employees or an acknowledgement that a customer
service request has been received. Email templates can be personalized with
merge fields, and can be written in text, HTML, or custom format.
A Salesforce edition designed for larger,
more complex businesses.
Entitlement
Entitlements help you
determine if your customers are eligible for customer support so you can create
cases for them. A customer may be eligible for support based on a particular
asset, account, or service contract.
Entitlement Contact
Entitlement contacts
are contacts specified to receive customer support—for example, a named caller. They're
listed on an entitlement's Contacts related list or the contact's Entitlements
related list. Entitlement contacts don't have page layouts, search layouts,
buttons, links, or record types.
Entitlement Process
Entitlement processes
are timelines that include all of the steps (milestones) that your support team
must complete to resolve cases. Each process includes the logic necessary to
determine how to enforce the correct service level for your customers.
Entitlement Template
Entitlement templates
are predefined terms of customer support that you can quickly add to products.
For example, you can create entitlement templates for Web or phone support so
that users can easily add entitlements to products offered to customers.
An external lookup
relationship links a child standard, custom, or external object to a parent
external object. When you create an external lookup relationship field, the
standard External ID field on the parent external object is matched against the
values of the child’s external lookup relationship field. External object field
values come from an external data source.
External objects
behave similarly to custom objects, except that they map to data that’s stored
outside Salesforce. Each external object maps to a data table in a
defined external data source, and each external object field maps to a table
column. The data in the mapped external tables can be included in global
Salesforce searches and queried via SOQL or SOSL.
External User
Feed Attachment, Chatter
A feed attachment is a file or link that is attached
to a post in a Chatter feed.
Feed Filter, Chatter
Feed Tracking, Chatter
Administrator settings that determine which records
can be followed and which fields can be tracked in Chatter feeds.
Enabling an object for feed tracking allows people to follow records of that
object type. Enabling fields for feed tracking allows users to see updates on
the Chatter feed when those fields are changed on records they
follow.
Custom help text that
you can provide for any standard or custom field. It displays when users hover
a mouse over the help icon adjacent to that field.
Settings that
determine whether fields are hidden, visible, read only, or editable for users.
Available in Enterprise, Unlimited,Performance, and Developer Editions only.
A field set is a grouping of fields. For
example, you could have a field set that contains fields describing a user's
first name, middle name, last name, and business title. Field sets can be referenced on Visualforce pages
dynamically. If the page is added to
a managed package, administrators can add, remove, or reorder fields in a field
set to modify the fields presented on theVisualforce page without
modifying any code.
Field updates are
workflow and approval actions that specify the field you want updated and the
new value for it.
File Collaborator
Users with the “collaborator” permission can view,
download, share, change permission, edit the file, and upload new versions of
files in Chatter.
File Owner
You are the owner of a file when you upload the file
in Chatter, attach the file to a Chatter feed, or upload the
file in Salesforce CRM Content.
As the owner of the file you can view, edit, download,
share, upload a new version, and delete the file, as well as make the file
private and change the permission on the file.
File, Private
A private file in Chatter is indicated by
the private icon (
) and is only
available to the file owner and isn't shared with anyone. A private file is
created when you upload a file on the Files tab or contribute a file to a Salesforce
CRM Content personal library. You own files you upload or contribute.
) and is only
available to the file owner and isn't shared with anyone. A private file is
created when you upload a file on the Files tab or contribute a file to a Salesforce
CRM Content personal library. You own files you upload or contribute.
File, Privately Shared
A privately shared file in Chatter is
indicated by the privately shared icon (
) and is only
available to the file owner and the specific people or groups it has been
shared with.
) and is only
available to the file owner and the specific people or groups it has been
shared with.
File, Your Company
The your company icon (
) indicates a file
that is shared with all Chatter users in your company. All Chatter users
in your company can find and view this file.
) indicates a file
that is shared with all Chatter users in your company. All Chatter users
in your company can find and view this file.
File Viewer
Users with the “viewer” permission can view, download,
and share files in Chatter.
Files Tab
A tab that lists a user's Chatter and Salesforce
CRM Content files.
Condition on particular fields that qualifies items to
be included in a list view or report, such as “State equals California.”
A period that an organization uses for financial
planning purposes, such as forecasting, whose length is usually similar to the
length of a calendar year. Fiscal years usually contain smaller fiscal periods,
such as quarters or trimesters.
Flag
An icon that users can click on a question or reply to
report it as spam, hateful, or inappropriate.
A folder is
a place where you can store reports, dashboards, documents, or email templates.
Folders can be public, hidden, or shared, and can be set to read-only or
read/write. You control who has access to its contents based on roles,
permissions, public groups, and license types. You can make a folder available
to your entire organization, or make it private so that only the owner has
access.
Follow
A subscription to a user or record that lets you see
related updates in your Chatter feed. Follow a user to see the
users’s posts. Follow a record to see posts, comments, and field changes.
Follow, Chatter Answers
A subscription to a
question that lets you receive emails when someone answers or comments on a
specific question.
A menu that enables users to switch between
customizable applications (or “apps”) with a single click. The Force.com app
menu displays at the top of every page in the user interface.
A custom app with up
to eight (8) custom objects and eight (8) custom tabs, read-write access to
accounts and contacts, and access to Sharing, Bulk API, or Streaming
API.
A custom app with up
to eight (8) custom objects and eight (8) custom tabs, read-only access to
accounts and contacts, and no access to Sharing, Bulk API, or Streaming
API.
Forecast Amount
Applies to Collaborative Forecasts. The revenue forecast from the forecast
manager’s perspective and the sum of the owner’s and subordinates’
opportunities, including all forecast adjustments.
Determines the category to which an opportunity is
attributed in a forecast. The default category setting for an opportunity is
tied to its stage, as set in the Stage picklist. To update the Forecast
Category for a particular opportunity, you must edit that opportunity’s
forecast.
Forecast Quantity
Applies to Collaborative Forecasts. The quantity forecast from the forecast
manager’s perspective and the sum of the owner’s and subordinates’
opportunities, including all forecast adjustments.
A user who can see and work with forecasts below them
in either the forecast hierarchy or territory hierarchy.
Projections of sales based on the organization's
fiscal year.
A type of custom field. Formula fields automatically
calculate their values based on the values of merge fields, expressions, or
other values.
Full sandboxes copy
your entire production organization and all its data, including standard and
custom object records, documents, and attachments. Use the sandbox to code and
test changes, and to train your team about the changes. You can refresh a Full sandbox every
29 days.
Global Search
Search more records and fields in Salesforce from
the header search box. Global search keeps track of which objects you use and
how often you use them, and arranges the search results accordingly. Search
results for the objects you use most frequently appear at the top of the list.
A method access modifier for any method that needs to
be referenced outside of the application, either in the SOAP API or
by other Apex code.
A groups is a set of users. Groups can contain
individual users, other groups, or the users in a role. Groups can be used to
help define sharing access to data or to specify which data to synchronize when
using Connect for Outlook or Connect for Lotus Notes.
Users can define their own personal groups.
Administrators can create public groups for use by everyone in the
organization.
A product designed for small businesses and workgroups
with a limited number of users.
A task that was assigned to multiple users when it was
created. Note that group tasks are independent records that are not linked;
they can be edited, transferred, or deleted individually.
Guest users can access
public Site.com and Force.com sites, and public pages in Communities,
via the Guest User license associated with each site or community.Guest users’ access to objects and data is
controlled by public access settings on theGuest User profile.
The half-life setting
determines how quickly old ideas drop in ranking on the Popular Ideas subtab,
to make room for ideas with more recent votes. A shorter half-life moves older
ideas down the page faster than a longer half-life. This setting affects
all zones in your organization.
Highlights Panel
A customizable table of up to four columns and two
rows that appears at the top of every primary tab in a Salesforce console.
It lets you view key information about records at a glance.
Limited-access users intended for organizations with
many thousands to millions of portal users. Unlike other users, high-volume
portal users don't have roles, which eliminates performance issues associated
with role hierarchy calculations. High-volume portal users include both the
High Volume Customer Portal User and Authenticated Website User license types.
Starting page from which users can choose sidebar
shortcuts and options, view current tasks and activities, or select another
tab.
Hover details display
an interactive overlay containing detailed information about a record when
users hover the mouse over a link to that record in the Recent Items list on
the sidebar or in a lookup field on a record detail page. Users can quickly view
information about a record before clicking View for the
record's detail page or Edit for the edit page. The fields
displayed in the hover details are determined by the record's mini page layout.
The fields that display in document hover details are not customizable.
Ideas are suggestions posted by the members of an
ideas community and are organized by zones. For example, if the focus of a
particular zone is “Ideas for car features,” an appropriate idea for that zone
might have the title “Insulated cup holders that keep your beverage hot or
cold.” Or, if the focus of a particular zone is “Ideas for our company's
employee benefits,” an appropriate idea for that zone might have the title
“On-site day care.”
A workflow action that executes instantly when the
conditions of a workflow rule are met.
An indirect lookup
relationship links a child external object to a parent standard or custom
object. When you create an indirect lookup relationship field on an external
object, you specify the parent object field and the child object field to match
and associate records in the relationship. Specifically, you select a custom
unique, external ID field on the parent object to match against the child’s
indirect lookup relationship field, whose values come from an external data
source.
Influence, Chatter
An indicator of a person’s influence in Chatter.
The number of posts and comments the person makes, and the number of comments
and likes the person receives determine the level of influence.
- Top Influencers lead collaboration efforts by regularly sharing essential
content.
- Active Influencers encourage others to get involved and share
knowledge.
- Observers are quiet participants or just getting started in Chatter.
Interaction Log
An area in a Salesforce console where you
can jot notes about the main record you're working on without clicking a
button, viewing a new tab, or scrolling to the Notes & Attachments related
list. Interaction logs are archived on the Activity History related list for
easy review and retrieval. Administrators can customize interaction logs to
include task fields.
A custom object with
two master-detail relationships. Using a custom junction object, you can model
a “many-to-many” relationship between two objects. For example, you may have a custom object
called “Bug” that relates to the standard case object such that a bug could be
related to multiple cases and a case could also be related to multiple bugs.
Salesforce uses the term knowledge agent to
represent a specific type of user. Knowledge agents are article consumers in
the internal Salesforce Knowledge app. These users can access the
Articles tab to search for and view articles, but they cannot create, edit, or
manage articles.
Knowledge Sidebar
A sidebar in a Salesforce console that
displays titles of Salesforce Knowledge articles that may solve the
case you're working on. It automatically searches and returns articles from
your knowledge base that match any of the words you type in the Subject of
a case. The sidebar only displays for Salesforce Knowledge users
after administrators set it up.
See Page Layout.
Library
A file repository in Salesforce CRM Content.
Library Permission
A group of privileges that determines user access
within a Salesforce CRM Content library.
Lightning Connect enables you to
access records that are stored outside Salesforce, such as data in an
enterprise resource planning (ERP) system. Salesforce represents the
data in external objects and accesses the external data in real time via Web
service callouts to external data sources.
To show support for a post or comment in a Chatter feed.
When you like a post or comment, you receive email notifications for subsequent
comments.
Like, Chatter Answers
The price of a product in a custom price book.
A list display of items (for example, accounts or
contacts) based on specific criteria. Salesforce provides some
predefined views.
In the Agent console, the list view is the top
frame that displays a list view of records based on specific criteria. The list
views you can select to display in the console are the same list views defined
on the tabs of other objects. You cannot create a list view within the console.
Live Agent lets
service organizations connect with customers or website visitors in real time
through a Web-based, text-only live chat.
Live Agent Console
The Live Agent console is a dedicated
console used by customer service agents to manage Live Agent chats. Agents can
answer chat requests, conduct live chats, and interact with Salesforce records
and Salesforce Knowledge articles.
The value stored for the field in the user’s or
account’s language. The local name for a field is associated with the standard
name for that field.
Popup dialog available for some fields that allows you
to search for a new item, such as a contact, account, or user.
A type of field that contains a linkable value to
another record. You can display lookup fields on page layouts where the object
has a lookup or master-detail relationship with another object. For example,
cases have a lookup relationship with assets that allows users to select an
asset using a lookup dialog from the case edit page and click the name of the
asset from the case detail page.
A relationship between two records so you can
associate records with each other. For example, cases have a lookup
relationship with assets that lets you associate a particular asset with a
case. On one side of the relationship, a lookup field allows users to click a
lookup icon and select another record from a popup window. On the associated
record, you can then display a related list to show all of the records that
have been linked to it. If a lookup field references a record that has been
deleted, by defaultSalesforce clears the lookup field. Alternatively, you
can prevent records from being deleted if they’re in a lookup relationship.
One or more individuals in your organization who can
manage campaigns. Administrators can designate someone as a Marketing User by
selecting the Marketing User checkbox in the user’s personal
information.
Only marketing users can create, edit, and delete
campaigns or configure advanced campaign setup.
To use the campaign import wizards, marketing users
must also have the Marketing User profile or the “Import Leads” permission.
A relationship between two different types of records
that associates the records with each other. For example, accounts have a
master-detail relationship with opportunities. This type of relationship
affects record deletion, security, and makes the lookup relationship field
required on the page layout.
Matrix reports are
similar to summary reports but allow you to group and summarize data by both
rows and columns. They can be used as the source report for dashboard
components. Use this type for comparing related totals, especially if you have
large amounts of data to summarize and you need to compare values in several
different fields, or you want to look at data by date andby
product, person, or geography.
The status of a lead or contact in relation to a
campaign. For example, a lead or contact could have a member status of
“Planned,” “Sent,” or “Responded” at different stages of an email campaign.
An @mention is the @
symbol followed by a person’s or group’s name, for example, @Bob Smith or @DocTeam.
You can @mention people in Chatter posts and comments. When you
@mention someone, the @mention links to their profile, the post or comment
displays in their feed, and they are emailed a notification.
Message, Chatter
A Chatter message is a private communication
with other Chatter users. Use messages to send your manager a
question privately, or to communicate with a few select people when a
discussion isn't relevant to everyone you work with. Messages don't appear in
your feed, your profile, or any other part of Chatter that's publicly
visible.
A merge field is a
field you can put in an email template, mail merge template, custom link, or
formula to incorporate values from a record. For example, Dear
{!Contact.FirstName}, uses a contact merge field to obtain the value of a
contact record'sFirst Name field to address an email recipient by his or
her first name.
Milestone
Milestones are
required steps in your support process. They're metrics that represent service
levels to provide to each of your customers. Examples of milestones include
First Response and Resolution Times on cases.
Milestone Actions
Milestone actions are
time-dependent workflow actions that occur at every step (milestone) in an
entitlement process. Examples of milestone actions include sending email alerts
to specified users an hour before a first response is near violation or automatically
updating certain fields on a case one minute after a first response
successfully completes.
A subset of the items
in a record's existing page layout that administrators choose to display in the Agent
console's Mini View and in Hover Details. Mini page layouts inherit record type
and profile associations, related lists, fields, and field access settings from
the page layout.
The Agent console's
right frame which displays the records associated with the record displayed in
the detail view. The fields displayed in the mini view are defined in the mini
page layouts by an administrator. The
mini view does not display if the record in the detail view does not have any
records associated with it.
Multi-Person Event
A planned event to which multiple users are invited,
also referred to as a meeting. You can create multi-person events by inviting
other users to any calendar event you create.
Multi-Select Picklist
See Picklist (Multi-Select).
My Settings
When the improved Setup user interface is enabled in
an organization, personal settings are available from a separate My Settings
menu.
Named Credential
A named credential
specifies the URL of a callout endpoint and its required authentication
parameters in one definition. A named
credential can be specified as an endpoint to simplify the setup of
authenticated callouts.
Navigation Tab
A tab with a drop-down button in a Salesforce
console that lets you select and view object home pages.
A nickname is the name
used to identify this user in a community. Up to 40 alphanumeric characters are
allowed. Standard users can edit this field.
An object allows you to store information in your Salesforce organization.
The object is the overall definition of the type of information you are
storing. For example, the case object allow you to store information regarding
customer inquiries. For each object, your organization will have multiple
records that store the information about specific instances of that type of
data. For example, you might have a case record to store the information about
Joe Smith's training inquiry and another case record to store the information
about Mary Johnson's configuration issue.
Custom help text that you can provide for any custom
object. It displays on custom object record home (overview), detail, and edit
pages, as well as list views and related lists.
OData Producer
An OData producer is a remote data service that uses
the Open Data Protocol (OData) to expose data that’s stored on an external
server. With the Lightning Connect feature, you define external data
sources to connect Salesforce to OData producers, and you define
external objects to map to the external data.
Open CTI
An application programming interface that lets developers
build CTI (computer-telephony integration) systems that integrate with
Salesforce without the use of CTI adpaters or client applications.
Operator
An operator is an item used to narrow or broaden a
search. In most Salesforce searches, AND, OR, AND NOT, parentheses (
), and quotation marks " " can be used as operators.
An opportunity team is a set of users that normally
work together on sales opportunities. A typical opportunity team might include
the account manager, the sales representative, and a pre-sales consultant. You
can specify the opportunity team for each opportunity that you own.
Organic search lead is a specific lead source
indicating that the lead was generated when a user, who arrived at your website
by way of an unpaid (organic) listing on a major search engine, filled out the
Web-to-Lead form containing the Salesforce tracking code. The lead
source details contain the search engine and the search phrase for each organic
lead.
A deployment of Salesforce with a defined
set of licensed users. An organization is the virtual space provided to an
individual customer of Salesforce. Your organization includes all of your
data and applications, and is separate from all other organizations.
Organization-Wide Address
An organization-wide address allows you to associate a
single email address as an alias for all users within a user profile.
An outbound message is
a workflow, approval, or milestone action that sends the information you
specify to an endpoint you designate, such as an external service. Outbound
messaging is configured in the Salesforce setup menu. Then you must
configure the external endpoint. You can create a listener for the messages
using the SOAP API.
Owner Only Amount
Applies to Collaborative Forecasts. The sum of all of a person’s revenue
opportunities, without adjustments.
Owner Only Quantity
Applies to Collaborative Forecasts. The sum of all of a person’s quantity
opportunities, without adjustments.
Salesforce for Outlook configurations
include settings for the data that Salesforce for Outlook users
can sync between Microsoft® Outlook® and Salesforce. Administrators can
create separate configurations for different types of users, and give users
permission to edit some of their own settings. For example, an opportunity team
might want to sync everything, while a manager might want to sync only events.
Individual user to which a record (for example, a
contact or case) is assigned.
PaaS
See Platform as a Service.
Package
A group of Force.com components and
applications that are made available to other organizations through the AppExchange.You use packages to bundle an app along with
any related components so that you can upload them to AppExchange together.
Package Installation
Installation incorporates the contents of a package
into your Salesforce organization. A package on the AppExchange can
include an app, a component, or a combination of the two. After you install a
package, you may need to deploy components in the package to make it generally
available to the users in your organization.
Page layout is the organization of
fields, custom links, and related lists on a record detail or edit page. Use
page layouts primarily for organizing pages for your users. In Enterprise,
Unlimited, Performance, and Developer Editions, use field-level security
to restrict users’ access to specific fields.
An organization or company that an account is
affiliated. By specifying a parent for an account, you can get a global view of
all parent/subsidiary relationships using the View Hierarchy link.
Partners are the
companies with which you collaborate to close your sales deals. For each
opportunity or account you create, the Partners related list allows you to
store information about your partners and the roles they play in the
opportunity or account. A partner must be an existing account within Salesforce. Selecting
a partner role automatically creates a reverse partner relationship with the
associated account so that both accounts list the other account as a partner.
Partner accounts are Salesforce accounts
that a channel manager uses to manage partner organizations, partner users, and
activities when using the partner portal.
Selection for an account on the Partners related list
of an individual account or opportunity that specifies the role that the
account has in related sales deals.
Partner users are Salesforce users
with limited capabilities. They are external to your organization but sell your
products or services through indirect sales channels. They are associated with
a particular partner account, have limited access to your organization's data,
and log in via a partner portal.
Partner portal allows partner users to log in to Salesforce through
a Web portal rather than through Salesforce.
For forecasting versions where quotas are available,
this is the calculated value in forecasts that indicates what percentage of the
quota a salesperson is confident of closing. This amount is the Commit
Amount divided by the Quota.
A permission is a
setting that allows a user to perform certain functions in Salesforce.
Permissions can be enabled in permission sets and profiles. Examples of
permissions include the “Edit” permission on a custom object and the “Modify
All Data” permission.
Permission Set
A collection of permissions and settings that gives
users access to specific tools and functions.
A person account is
an individual consumer with whom you do business, such as a financial services
client, an online shopper, or a vacation traveler. Person accounts are
applicable to organizations that operate on a business-to-consumer model as
opposed to a business-to-business model.
Product designed for individual sales representatives
and single users.
Personal Settings
Settings and customization options to help users
personalize their Salesforce experience. All Salesforce users
can edit their own personal settings. Depending on an organization’s user
interface settings, personal settings are either in the Personal Setup area of
the Setup menu, or available from a separate My Settings menu.
Phrase Search
A type of full-text search that matches only items
that contain a specified phrase, such as “customer relationship management.”
Selection list of
options available for specific fields in a Salesforce object, for
example, the Industry field for accounts. Users can choose a single
value from a list of options rather than make an entry directly in the field.
See also Master Picklist.
Selection list of
options available for specific fields in a Salesforce object.
Multi-select picklists allow users to choose one or more values. Users can
choose a value by double clicking on it, or choose additional values from a
scrolling list by holding down the CTRL key while clicking a value and using
the arrow icon to move them to the selected box.
Selections displayed in drop-down lists for particular
fields. Some values come predefined, and other values can be changed or defined
by an administrator.
Pinned Lists
Lists that display at the top or on the left side of a
Service Cloud console; they're always visible and let you see the list you're
working from and a record's details at the same time. Pinned lists must be
turned on by an administrator.
Calculated amount of open opportunities that have a
close date within the quarter. Displays on forecast detail and edit pages. For
managers, this amount includes open opportunities for them and their entire
team.
An environment where
developers use programming tools offered by a service provider to create
applications and deploy them in a cloud. The application is hosted as a service
and provided to customers via the Internet. The PaaS vendor provides an API for
creating and extending specialized applications. The PaaS vendor also takes
responsibility for the daily maintenance, operation, and support of the
deployed application and each customer's data. The service alleviates the need
for programmers to install, configure, and maintain the applications on their
own hardware, software, and related IT resources. Services can be delivered
using the PaaS environment to any market segment.
On the Popular Ideas
subtab, ideas are sorted by an internal calculation that reflects the age of an
idea's positive votes. Regardless of an idea's static total number of points,
ideas with newer positive votes display higher on the page than ideas with
older positive votes. This allows you to browse ideas that have most recently
gained popularity, with less precedence given to long-established ideas that
were positively voted on in the past.
Popular Questions
Each question's
popularity is based on the number of users who Like it within
a certain amount of time.
Post
A top-level comment in a Chatter feed.
Lets you copy a public Chatter post and
publish it to your profile or a group you’re a member of. You can also share
the post with other Chatter users by sending a link to the post in an
email or instant message.
A price book is a list of products that
your organization sells. Available in Professional, Enterprise, Unlimited, Performance,
and Developer Editions only.
Field in company information that lists the primary
contact for your organization.
Also indicates the primary contact associated with an
account, contract, or opportunity. Specified as a checkbox in the Contact Roles
related list of an account, contract, or opportunity.
Partner account designated as playing a key role in
closing an opportunity. Specified as a checkbox in the Partners related list of
an opportunity.
Primary Tab
A tab in a Salesforce console that displays
the main item to work on, such as an account.
A tool that displays a graphical version of an
approval process. The view-only diagram is presented as a flowchart. The
diagram and an informational sidebar panel can help you visualize and
understand the defined steps, rule criteria, and actions that comprise your
approval process.
A Salesforce edition designed for businesses
who need full-featured CRM functionality.
A picklist field on products that you can customize to
categorize types of products.
Defines a user’s permission to perform different
functions within Salesforce. For example, the Solution Manager profile
gives a user access to create, edit, and delete solutions.
Profile, Chatter
A personal page for each Salesforce user
that includes contact information, following and followers lists, a Chatter feed,
and a photo.
If you agree with or
like an idea, click promote to add 10 points to the idea. You
cannot promote the same idea more than once and you cannot promote an idea that
you have already demoted. Salesforce automatically adds your promote
vote to any idea you post.
To migrate changes from one organization to another.
See also Deploy and Migration.
A calendar in which a group of people can track events
of interest to all of them (such as marketing events, product releases, or
training classes) or schedule a common activity (such as a team vacation
calendar). For example, your marketing team can set up an events calendar to
show upcoming marketing events to the entire sales and marketing organization.
Push Notifications, Mobile
Push notifications are
alerts that apps render on mobile device home screens when users aren’t using
the app. These alerts can consist of text, icons, and sounds, depending on the
device type.
Push Notifications, Salesforce
Console
Visual indicators in a Salesforce console that
show when a record or field has changed during a user’s session.
Push Upgrade
A method of delivering updates that sends upgrades of
an installed managed package to all organizations that have installed the
package.
A quantity schedule outlines the dates,
number of units (i.e., quantity), and number of installments for billing or
shipping a product.Your organization can decide exactly how to use schedules.
Available in Enterprise, Unlimited, Performance, and Developer Editions
only.
Forecasting based on the projected number of units
sold.
Quantity Without Adjustments
Applies to Collaborative Forecasts. The sum of a person’s owned quantity
opportunities and also his or her subordinates’ opportunities, without
adjustments. Subordinates include everyone reporting up to a person in the
forecast hierarchy.
Quantity Without Manager Adjustment
Applies to Collaborative Forecasts. The forecast number as seen by the forecast
owner. This is the sum of the owner’s quantity opportunities and his or her
subordinates’ opportunities, including adjustments made on the subordinates’
forecasts. It doesn’t include adjustments made by forecast
managers above the owner in the forecast hierarchy.
Question
An issue posted to an answers community. When a
community member asks a question, other community members post replies to help
resolve the question.
Question, Private
An issue posted to an
answers community, but marked Private so that only support
agents can view and respond to it.
A holding area for items before they are processed. Salesforce uses
queues in a number of different features and technologies.
The sales goal
assigned to a user on a monthly and quarterly basis. (If you use Collaborative
Forecasts, it’s the sales goal assigned to a user on a monthly basis.) A
manager’s quota should equal the amount she and her team are expected to
generate together.
A record showing proposed prices for products and
services. Quotes can be created from opportunities and emailed as PDFs to
customers.
Your Recent Activity
page contains a summary of all the recent activity that relates to your participation
within a zone. For example, this page lists all the ideas and comments you
have posted to a zone as well as the ideas you have voted on. You can view your
Recent Activity page by clicking your nickname located on the right side of the
Ideas tab.
List of links in the sidebar for most recently
accessed records. Note that not all types of records are listed in the recent
items.
A single instance of a Salesforce object.
For example, “John Jones” might be the name of a contact record.
A record type is a field available for
certain records that can include some or all of the standard and custom
picklist values for that record. You can associate record types with
profiles to make only the included picklist values available to users with that
profile.
Record Update
A post in a Chatter feed that is the result
of a field change on a record that is being followed.
A section of a record or other detail page that lists
items related to that record. For example, the Stage History related list of an
opportunity or the Open Activities related list of a case.
A type of link that allows you to quickly view
information on a detail page about related lists, by hovering your mouse over
the link. Your administrator must enable the display of hover links. The
displayed text contains the corresponding related list and its number of
records. You can also click this type of link to jump to the content of the
related list without having to scroll down the page.
Objects chosen by an
administrator to display in the Agent console's mini view when records of
a particular type are shown in the console's detail view. For example, when a
case is in the detail view, an administrator can choose to display an
associated account, contact, or asset in the mini view.
A connection between two objects, used to create
related lists in page layouts and detail levels in reports. Matching values in
a specified field in both objects are used to link related data; for example,
if one object stores data about companies and another object stores data about
people, a relationship allows you to find out which people work at the company.
Custom object records used to store collections of
accounts.
A report returns
a set of records that meets certain criteria, and displays it in organized rows
and columns. Report data can be filtered, grouped, and displayed graphically as
a chart. Reports are stored in folders, which control who has access. See Tabular
Report, Summary Report, and Matrix Report.
A report type defines
the set of records and fields available to a report based on the relationships
between a primary object and its related objects. Reports display only records
that meet the criteria defined in the report type. Salesforce provides
a set of pre-defined standard report types; administrators can create custom
report types as well.
A meeting that a Salesforce user requests
with a contact, lead or person account. When a meeting is requested, Salesforcecreates
a unique Web page for the meeting that displays the proposed meeting times.
When invitees visit the page, they select the times they can meet and send a
reply. Salesforce tracks all the responses so the organizer can
confirm the best time to meet.
Once a requested meeting is confirmed, it becomes a multi-person
event.
A calendar in which multiple people can coordinate
their usage of a shared resource such as a conference room or printer.
Forecasting based on projected revenue amounts.
A revenue schedule outlines the dates,
revenue amounts, and number of installments for billing or recognizing revenue
from a product. Your organization can decide exactly how to use schedules.
Available in Enterprise, Unlimited, Performance, and Developer Editions
only.
Assigned responsibility of a user, partner account, or
contact for specific accounts and opportunities. Administrators can define user
roles in Setup. Individual users can assign specific partner and contact roles
for accounts and contacts.
Each dashboard has a running user,
whose security settings determine which data to display in a dashboard. If
the running user is a specific user, all dashboard viewers see data based on
the security settings of that user—regardless of their own personal security
settings. For dynamic dashboards, you can set the running user to be the
logged-in user, so that each user sees the dashboard according to his or her
own access level.
Note
S-controls have been superseded by Visualforce pages. After March
2010 organizations that have never created s-controls, as well as new
organizations, won't be allowed to create them. Existing s-controls will remain
unaffected, and can still be edited.
Custom Web content for
use in custom links. Custom
s-controls can contain any type of content that you can display in a browser,
for example a Java applet, an Active-X control, an Excel file, or a custom HTML
Web form.
The price of a product on an opportunity. This can be
different than the product’s standard or list price.
The Salesforce console is designed for users
in fast-paced environments who need to find, update, and create records
quickly. It improves upon the Agent Console in the Console tab by displaying
records and related items as tabs on one screen.
Salesforce Console Integration Toolkit
An API that uses browsers as clients to
display pages as tabs in a Salesforce console; it provides developers with
programmatic access to the console so that administrators can extend it to meet
your business needs.
A Salesforce feature
that seamlessly integrates Salesforce with third-party
computer-telephony integration (CTI) systems.
An on-demand, content-management system that allows
you to organize, share, search, and manage content within your organization and
across key areas of the Salesforce application. Content can include
all file types, from traditional business documents such as Microsoft
PowerPoint presentations to audio files, video files, and Web pages.
Salesforce for Outlook,
a Microsoft® Outlook® integration application that you install, syncs contacts,
events, and tasks between Outlook and Salesforce. In addition to syncing
these items, you can add Outlook emails, attachments, events, and tasks to
multipleSalesforce contacts, and view Salesforce records related
to the contacts and leads in your emails and events—all directly in Outlook.
Depending on your
organization, you may be able to customize what you sync and the sync
directions between Outlook andSalesforce. Your administrator determines the
level at which you can customize these settings in Salesforce.
Salesforce for Outlook configurations
include settings for the data that Salesforce for Outlook users
can sync between Microsoft® Outlook® and Salesforce. Administrators can
create separate configurations for different types of users, and give users
permission to edit some of their own settings. For example, an opportunity team
might want to sync everything, while a manager might want to sync only events.
Salesforce Classic is
a Salesforce feature that enables users to access their Salesforce data
from mobile devices running the mobile client application. The Salesforce
Classic client application exchanges data with Salesforce over
wireless carrier networks, and stores a local copy of the user’s data in its
own database on the mobile device. Users can edit local copies of their Salesforcerecords
when a wireless connection is unavailable, and transmit those changes when a
wireless connection becomes available.
Salesforce Office Toolkit
A plug-in makes it easy for developers to access the SOAP
API directly from within Microsoft Office products, simplifying the
creation of new integrations and Office-based solutions.
See Quantity Schedule and Revenue
Schedule.
Screen Pop
Page that displays for an inbound call to a Salesforce
CRM Call Center.
Feature that lets you search for information that
matches specified keywords. If you have sidebar search, enter search terms in
the Search section of the sidebar or click Advanced Search... for
more search options. If you have global search, enter search terms in the
search box in the header.
The organization of fields included in search results,
in lookup dialogs, and in the key lists on tab home pages.
A service is an offering of professional assistance.
Services related to Salesforce and the Force.com platform,
such as enhanced customer support or assistance with configuration can be
listed on the AppExchange.
The Service Cloud portal is the Customer Portal
intended for many thousands to millions of users. After you purchase Service
Cloud portal licenses, you can assign them to Customer Portal-enabled contacts
so that large numbers of users can log in to a Customer Portal without
affecting its performance.
Setup
A menu where administrators can customize and define
organization settings and Force.com apps. Depending on your
organization’s user interface settings, Setup may be a link in the user
interface header or in the drop-down list under your name.
Share Group
A set of Salesforce users who can access
records owned by high volume portal
users. Each Customer Portal has its own share group.
Shared Activities
A feature that allows users to relate as many as 10 contacts to a single
non-recurring and non-group task, or to a single non-recurring event. One
contact is the primary contact; all others are secondary contacts.
Allowing other users to view or edit information you
own. There are different ways to share data:
- Sharing Model—defines the default organization-wide access levels that
users have to each other’s information and whether to use the hierarchies
when determining access to data.
- Role Hierarchy—defines different levels of users such that users at
higher levels can view and edit information owned by or shared with users
beneath them in the role hierarchy, regardless of the organization-wide
sharing model settings.
- Sharing Rules—allow an administrator to specify that all information
created by users within a given group or role is automatically shared to
the members of another group or role.
- Manual Sharing—allows individual users to share records with other
users or groups.
- Apex-Managed Sharing—enables developers to programmatically manipulate
sharing to support their application’s behavior. See Apex-Managed
Sharing.
Behavior defined by your administrator that determines
default access by users to different types of records.
Type of default sharing created by administrators.
Allows users in a specified group or role to have access to all information
created by users within a given group or role.
Column appearing on the left side of each page that
provides links to recent items and other resources.
Force.com Sites enables you to create public websites and
applications that are directly integrated with your Salesforceorganization—without
requiring users to log in with a username and password.
Social Accounts and Contacts
A feature that allows you to view your accounts’,
contacts', and leads’ social network profiles and other social information
directly in Salesforce, so you can get deeper insights into your existing
and potential customers' needs and issues.
Social Key works with Social Accounts and Contacts and
Data.com Clean to make it easier to follow your contacts and leads on social
networks. From Social Accounts and Contacts, select the social networks you
want. Automated Clean jobs provide the links. From a contact or lead's detail
page, you can quickly view their profile on a social network site.
The telephone interface that a Salesforce CRM Call Center user
sees in either the sidebar of Salesforce pages or the footer of
theSalesforce console.
SoftPhone Connector
A component of a Computer Telephony Integration (CTI)
adapter that converts SoftPhone XML into HTML and distributes it to aSalesforce
CRM Call Center user's browser.
A computer-telephony integration (CTI) adapter is a
light-weight software program that controls the appearance and behavior of aSalesforce SoftPhone.
The adapter acts as an intermediary between a third-party CTI system, Salesforce,
and a Salesforce CRM Call Center user. It must be installed on any
machine that needs access to Salesforce CRM Call Center functionality.
A delivery model where a software application is hosted as a service and
provided to customers via the Internet. The SaaS vendor takes responsibility
for the daily maintenance, operation, and support of the application and each
customer's data. The service alleviates the need for customers to install,
configure, and maintain applications with their own hardware, software, and
related IT resources. Services can be delivered using the SaaS model to any
market segment.
One or more individuals in your organization who can
review, edit, publish, and delete solutions. Typically, these individuals are
product experts with excellent written communication skills and advanced
knowledge in a particular area of your product. When creating or editing users,
assign the Solution Manager profile to give users this privilege.
A custom report scheduled to run and load data as
records into a target object for an reporting snapshot.
In opportunity reports, the number of days the
opportunity was in the stage listed in the Stage column.
Related list on an opportunity detail page that lists
changes in status and stage for the opportunity.
Price for a product that is included in the Standard
Price Book.
Automatically generated price book containing all your
products and their standard prices.
An idea's status helps zone members track the progress of the idea. For
example, “Under Review”, “Reviewed”, “Coming Soon”, and “Now Available” are
common status values an administrator can define and assign to ideas. An idea's
status appears next to the idea's title for all zone members to see.
The process of reducing a word to its root form. In
searches, stemming matches expanded forms of a search term. For example, when a
search uses stemming, a search for run matches items that contain run, running,
and ran.
A subflow element
references another flow, which it calls at runtime. The flow that contains the
subflow element is referred to as the master flow.
A summary field is a numerical report
column with one of the following summaries applied: sum, average, largest
value, smallest value. Users can define custom summary formulas to extend these
options. In addition to showing summarized information, summary fields can
be used to define charts and reporting snapshots.
Summary reports are similar to tabular reports, but also allow users to
group rows of data, view subtotals, and create charts. They can be used as the
source report for dashboard components. Use this type for a report to show
subtotals based on the value of a particular field or when you want to create a
hierarchical list, such as all opportunities for your team, subtotaled by Stage andOwner.
Personal settings that define what records are
included when you synchronize with Connect for Outlook or Connect
for Lotus Notes.
Give users the ability to subscribe to changes within Force.com sites
and receive updates in external news readers.
In Salesforce, a word or short phrases that users
can associate with most records to describe and organize their data in a
personalized way. Administrators can enable tags for accounts, activities, assets, campaigns,
cases, contacts, contracts, dashboards, documents, events, leads, notes,
opportunities, reports, solutions, tasks, and any custom objects (except
relationship group members) Tags can also be accessed through the SOAP
API.
In Salesforce CRM Content, a way of showing you
how the content in your libraries has been tagged. Tag names increase in size
within the tag cloud according to popularity, meaning that the largest tags
have been assigned to the most files or Web links. You can choose to sort the
tags alphabetically or by popularity. The tag cloud contains the 30 most
popular tags.
Assigns a task to a user you specify. You can specify the Subject, Status, Priority,
and Due Date of the task. Tasks are workflow and approval actions
that are triggered by workflow rules or approval processes.
For Calender-related tasks, see Activity
(Calendar Events/Tasks).
Links on tabbed pages that provide quick access to the
most common operations available for a particular page, for example, creating a
new account.
For forecasting versions where territories are used,
this is a collection of accounts and users that generates a forecast.
A workflow action that executes when the conditions of
a workflow rule and an associated time trigger are met.
On the Top All-Time subtab, ideas are sorted from most number of points to
fewest. This allows you to see the most popular ideas in the history of your Ideas zone.
Topics
When you post or comment in Chatter, you can associate your post or
comment with all other posts and comments on the same subject by adding a
topic. A topic is a way to categorize your post or comment so other people can
find it more easily. Topics also help you discover people and groups that are
knowledgeable and interested in the same topics.
Topics, Chatter Answers
The sidebar that lists data categories from which your customers can browse
questions and replies. For example, if you have a zone for hardware products,
your topics may include laptops, desktops, and printers.
The Translation Workbench lets you specify languages you want to
translate, assign translators to languages, create translations for
customizations you’ve made to your Salesforce organization, and
override labels and translations from managed packages. Everything from custom
picklist values to custom fields can be translated so your global users can use
all of Salesforce in their language.
Trending Topics
The Trending Topics area on the Chatter tab shows the topics
being discussed right now in Chatter. The more frequently people add a specific
topic to their posts and comments and comment on or like posts with the same
topic over a short period of time, the more likely it is to become a trending
topic. For example, if your coworkers are attending the upcoming Dreamforce
conference and have started discussing it in Chatter, you may see a
trending topic for Dreamforce. A
trending topic is not solely based on popularity and usually relates to a
one-time or infrequent event that has a spike in activity, such as a conference
or a project deadline. For privacy
reasons, Trending Topics don’t include topics used solely in private groups or
record feeds.
Truncate
Truncating a custom object allows you to remove all of the object’s
records, while keeping the object and its metadata.
Unlimited Edition is Salesforce’s solution for maximizing your
success and extending that success across the entire enterprise through the Force.com platform.
A usage-based entitlement is a limited resource that your organization can
use on a periodic basis—such as the allowed number of monthly logins to a
Partner Community or the record limit for Data.com list users.
A simple, tag-based markup language that allows
developers to easily define custom pages and components for apps built on the
platform. Each tag corresponds to a coarse or fine-grained component, such as a
section of a page, a related list, or a field. The components can either be
controlled by the same logic that is used in standard Salesforce pages,
or developers can associate their own logic with a controller written in Apex.
In an ideas community, a vote means you have either promoted or demoted an
idea. After you vote on an idea, your nickname displays at the bottom of
the idea's detail page to track that your vote was made. You can use your
Recent Activity page to see a list of all the ideas you have voted on.
Vote, Reply
In an answers community, a vote means you either like
or dislike a reply to a question.
Web direct leads is a specific lead source indicating
that the lead was generated when a user, who has bookmarked your website or
directly typed the URL of your website into a browser, filled out the
Web-to-Lead form containing the Salesforce tracking code.
See Custom Links.
Web referral lead is a specific lead source indicating
that the lead was generated when a user navigated to your website using a
referring link on another site and filled out the Web-to-Lead form containing
the Salesforce tracking code. For example, if a user is browsing your
partner's website and clicks on a link to your website, then fills out your
Web-to-Lead form, a Web referral lead is generated. The lead source details
include the referring URL for each Web referral lead.
Functionality that lets you gather customer support
issues and feedback on your company’s website and then generate cases using
that data.
An account is
an organization, company, or consumer that you want to track—for example, a
customer, partner, or competitor.
A rule that automatically assigns accounts to
territories, based on criteria you define.
An account team is a team of users that work together
on an account. For example, an account team may include an executive sponsor,
dedicated support representative, or project manager.
Planned task or event, optionally related to another type
of record such as an account, contact, lead, opportunity, or case.
One or more individuals in your organization who can
configure and customize the application. Users assigned to the System
Administrator profile have administrator privileges.
Amount Without Adjustments
Applies to Collaborative Forecasts. The sum of all of a person’s owned revenue
opportunities and also his or her subordinates’ opportunities, without
adjustments. Subordinates include everyone reporting up to a person in the
forecast hierarchy.
Amount Without Manager Adjustment
Applies to Collaborative Forecasts. The forecast number as seen by the forecast
owner. This is the sum of the owner’s revenue opportunities and his or her
subordinates’ opportunities, including adjustments made by the forecast owner
on her or her subordinates’ forecasts. It doesn’t include adjustments
made by forecast managers above the owner in the forecast hierarchy.
A reporting
snapshot lets you report on historical data. Authorized users can save
tabular or summary report results to fields on a custom object, then map those
fields to corresponding fields on a target object. They can then schedule when
to run the report to load the custom object's fields with the report's data.
The user whose
security settings determine the source report's level of access to data. This
bypasses all security settings, giving all users who can view the results of
the source report in the target object access to data they might not be able to
see otherwise.
Answers
Answers is a feature
of the Community application that enables users to ask questions and have
community members post replies. Community members can then vote on the
helpfulness of each reply, and the person who asked the question can mark one
reply as the best answer.
Apex is a
strongly typed, object-oriented programming language that allows developers to
execute flow and transaction control statements on the Force.com platform
server in conjunction with calls to the Force.com API. Using syntax
that looks like Java and acts like database stored procedures, Apex enables
developers to add business logic to most system events, including button
clicks, related record updates, and Visualforce pages. Apex code
can be initiated by Web service requests and from triggers on objects.
Short for “application.” A collection of components such as tabs,
reports, dashboards, and Visualforce pages that address a specific
business need. Salesforce provides standard apps such as Sales and
Call Center. You can customize the standard apps to match the way you work. In
addition, you can package an app and upload it to the AppExchange along
with related components such as custom fields, custom tabs, and custom objects.
Then, you can make the app available to other Salesforce users from
theAppExchange.
See Force.com App Menu.
The AppExchange is
a sharing interface from Salesforce that allows you to browse and
share apps and services for the Force.complatform.
See Workflow and Approval Actions.
An approval process is
an automated process your organization can use to approve records in Salesforce.
An approval process specifies the steps necessary for a record to be approved
and who must approve it at each step. A step can apply to all records included
in the process, or just records that meet certain administrator-defined
criteria. An approval process also specifies the actions to take when a record
is approved, rejected, recalled, or first submitted for approval.
Articles capture information about your
company's products and services that you want to make available in your
knowledge base.
Article Manager
Salesforce uses the term article manager to
represent a specific type of user. Article managers can access the Article
Management tab to create, edit, assign, publish, archive, and delete articles.
Article managers are sometimes referred to as knowledge managers. Article
managers require the “Manage Articles” user permission. The Article Management
tab is not visible to users without “Manage Articles.”
All articles in Salesforce
Knowledge are assigned to an article type. An article's type
determines the type of content it contains, its appearance, and which users can
access it. For example, a simple FAQ article type might have two custom fields, Question andAnswer,
where article managers enter data when creating or updating FAQ articles. A
more complex article type may require dozens of fields organized into several
sections. Using layouts and templates, administrators can structure the article
type in the most effective way for its particular content. User access to
article types is controlled by permissions. For each article type, an
administrator can grant “Create,” “Read,” “Edit,” or “Delete” permissions to
users. For example, the article manager might want to allow internal users to
read, create, and edit FAQ article types, but let partner users only read FAQs.
A specific model or type of product that a customer
owns. Depending on how your organization uses assets, they can represent your
products that the customer has purchased and installed or your competitor’s
products that the customer uses.
An assignment is a
draft article that has been assigned to another user for editing. Assignments
may contain brief instructions and a due date.
A set of conditions for sending automatic email
responses to case or lead submissions based on the attributes of the submitted
record. Applicable cases include those submitted through a Self-Service portal,
a Customer Portal, a Web-to-Case form, an Email-to-Case message, or an On-Demand
Email-to-Case message. Applicable leads include those captured through a
Web-to-Lead form.
Revenue projection in a forecast that identifies total
“possible” revenue for a specific month or quarter. For managers, this should
equal the total amount of revenue they and their entire team might possibly
generate.
Best Answer
When a member of an answers community asks a question
and other community members post a reply, the asker can mark one of the replies
as the best answer. The best answer then appears directly under the question
(above the other replies). Identifying the best answer helps other community
members with the same question quickly find the most relevant, useful
information.
A lookup that is performed when the lookup field
dialog does not have a search term.
Bucketing
A tool in the report builder that lets users
categorize report records by field, without having to create a formula or a
custom field.
A company or organization that you want to track.
A marketing initiative, such as an advertisement,
direct mail, or conference, that you conduct in order to generate prospects and
build brand awareness.
A set of up to five campaigns organized into a
hierarchy. A parent campaign can have several child campaigns, but a child
campaign can have only one parent.
Any lead or contact associated with a campaign.
The campaign ROI is the return on your marketing
investment. Use the Campaign ROI Analysis Report to analyze the ROI. The ROI is
calculated as the net gain (Total Value Won Opps - Actual Cost)
divided by the Actual Cost. The ROI result is expressed as a percentage.
Detailed description of a customer’s feedback,
problem, or question. Used to track and solve your customers’ issues.
A label you can apply to a solution to group similar
solutions together. Solution categories help customer support representatives
find solutions faster when solving cases. If you use the Self-Service portal
or public solutions, your customers can browse solutions by category to find
what they need. See also Parent Category.
Categories are
administrator-defined values that help organize ideas into logical sub-groups
within a zone. The View Category drop-down list on the Ideas tab allows users
to filter ideas by category, and the Categories picklist on the Post
Ideas page lets users add categories to their ideas. For example, if your
ideas zone has the focus “Improvements to our clothing line,” then you might
set up categories such as “Shirts,” “Jackets,” and “Slacks.” Each organization
has one common set of categories that can be added or removed from each zone. An administrator defines separate categories
for their ideas and answers zones.
See Data Category for Answers and Data
Category for Articles.
Category Group for Answers
In an answers zone, a category
group provides one or more categories that help organize questions for
easy browsing. If the category group contains a hierarchy, only the first-level
categories display on the Answers tab. For example, if you're a computer
manufacturer you might create a Products category group for your Products zone
that has four categories: Performance Laptops, Portable Laptops, Gaming
Desktops, and Enterprise Desktops. Zone members can choose one of the
categories to assign to a question. Administrators create the category
group and categories and then associate the category group with their answers
zone.An administrator defines separate categories for their ideas and answers
zones.
In Salesforce
Knowledge, a category group organizes data categories into a
logical hierarchy. For example, to classify articles by sales regions and
business units, create two category groups, Sales Regions and Business Units.
The Sales Regions category group could consist of a geographical hierarchy,
such as All Sales Regions as the top level, North America, Europe, and Asia at
the second level, and so on up to five levels. When creating articles, authors
assign the relevant categories to the article. End users searching for articles
can search and filter by category.
A channel refers to the medium by which an article is
available. Salesforce Knowledge offers four channels where you can
make articles available.
- Internal App: Salesforce users can access articles in the
Articles tab depending on their role visibility.
- Customer: Customers can access articles if the Articles tab is
available in a community or Customer Portal. Customer users
inherit the role visibility of the manager on the account. In a community,
the article is only available to users with Customer Community or Customer
Community Plus licenses.
- Partner: Partners can access articles if the Articles tab is available
in a community or partner portal. Partner users inherit the
role visibility of the manager on the account. In a community, the
article is only available to users with Partner Communitylicenses.
- Public Knowledge Base: Articles can be made available to anonymous
users by creating a public knowledge base using theSample Public
Knowledge Base for Salesforce Knowledge app from the AppExchange.
Creating a public knowledge base requires Sites and Visualforce.
- Your own website. Articles can be made available to users through your
company website.
Channel Manager
Chatter Answers
Chatter Answers
is a self-service support community where users can post questions and receive
answers and comments from other users or your support agents.
A list of recent activities in Salesforce. Chatter feeds
display:
- On the Chatter or Home tab, where you can see your posts,
posts from people you follow, and updates to records you follow, and posts
to groups you're a member of
- On profiles, where you can see posts made by the person whose profile
you're viewing
- On records, where you can see updates to the record you're viewing
- On Chatter groups, where you can see posts to the group
you're viewing
Chatter groups let you share information with specific
people. For example, if you're working on a project and want to share
information only with your team members, you can create a Chatter group for
your team. Chatter groups include a list of members, a Chatter feed, and a
photo. You can create the following types of Chatter groups:
- Public: Only group members can post, but anyone can see the posts and
join the public group.
- Private: Only group members can post and see the posts. The group's
owner or managers must add members.
Combination Chart
A combination chart plots multiple sets of data on a
single chart. Each set of data is based on a different field, so values are
easy to compare. You can also combine certain chart types to present data in
different ways on a single chart.
Connection (for Salesforce to
Salesforce)
A business partner that you invite to share data using Salesforce
to Salesforce.
Communities are
customizable public or private spaces for employees, end-customers, and
partners to collaborate on best practices and business processes.
Community Application
The Community
application includes the ideas and answers features. The Community app is
available in the Force.com app menu.
A community expert is
a member of the community who speaks credibly and authoritatively on behalf of
your organization. When a community expert posts a comment or idea, a unique
icon ()
displays next to his or her name so other community members can easily identify
credible information within the community. The Salesforce administrator
can designate as many community experts as necessary.
)
displays next to his or her name so other community members can easily identify
credible information within the community. The Salesforce administrator
can designate as many community experts as necessary.
Amount entered in a forecast that an individual
salesperson is reasonably confident of closing in a particular month or
quarter. For managers, this should equal the amount that they and their team
can confidently close.
Related list that displays competitor names,
strengths, and weaknesses entered for a specific opportunity.
The linkage between a
telephone system and a computer that facilitates incoming- and outgoing-call
handling and control.
Product that allows you to integrate Salesforce with
Microsoft® Word and Excel.
Force.com Connect for Microsoft Outlook is our
legacy add-in for Microsoft® Outlook® 2007 and earlier. It lets you sync
betweenSalesforce and Outlook. Connect for Outlook adds buttons
and options to Outlook.
Product that allows salespeople to use Salesforce to
update their data remotely, anywhere, anytime—totally unplugged.
A tab containing the Agent console, which
combines related records into one screen with different frames so that users
can view and edit information all in one place.
Contact Manager Edition
A Salesforce edition designed for small
businesses that provides access to key contact management features.
The role that a contact plays in a specific account,
contract, or opportunity, such as “Decision Maker” or “Evaluator.” You can mark
one contact as the “primary” contact for the account, contract, or opportunity.
A contact may have different roles in various accounts, contract, or
opportunities.
A file that has been converted into an optimized
online format for distributions to leads, contacts, and colleagues.
A collection of related documents or files that are
stored as a group in Salesforce CRM Content.
Contract Line Item
Contract line items
are specific products covered by a service contract. They only display to
users on the Contract Line Items related list on service contracts, not
contracts.
Any standard or custom picklist or checkbox field
whose values control the available values in one or more corresponding
dependent fields.
Button or link that allows you to change a qualified
lead into an account, contact, and, optionally, an opportunity. Information
from the lead fields is transferred into the appropriate account, contact, and
opportunity fields.
A lightweight
software program that controls the appearance and behavior of a Salesforce SoftPhone.
The adapter acts as an intermediary between a third-party computer telephony
integration (CTI) system, Salesforce, and a Salesforce CRM Call
Centeruser. It must be installed on any machine that needs access to Salesforce
CRM Call Center functionality.
Custom Console Component
A Visualforce page added to a Salesforce
console by an administrator to customize, integrate, or extend the
capabilities of the console.
A field that can be added in addition to the standard
fields to customize Salesforce for your organization’s needs.
Custom text administrators create to provide users
with on-screen information specific to a standard field, custom field, or
custom object.
Custom links are URLs defined by
administrators to integrate your Salesforce data with external
websites and back-office systems.Formerly known as Web links.
Custom records that allow you to store information
unique to your organization.
See Report Type.
Note
S-controls have been superseded by Visualforce pages. After March
2010 organizations that have never created s-controls, as well as new
organizations, won't be allowed to create them. Existing s-controls will remain
unaffected, and can still be edited.
Custom Web content for use in custom links. Custom s-controls
can contain any type of content that you can display in a browser, for example
a Java applet, an Active-X control, an Excel file, or a custom HTML Web form.
A revised forecasting module that allows organizations
to customize forecasts for their organization’s business process.
A display feature that lets you see a specific set of
records for a particular object.
A dashboard shows data
from source reports as visual components, which can be charts, gauges, tables,
metrics, or Visualforcepages. The
components provide a snapshot of key metrics and performance indicators for
your organization. Each dashboard can
have up to 20 components.
On the Answers tab, data
categories allow users to classify questions in an answers zone. For
example, if you have a zone for hardware products, your data categories may
include laptops, desktops, and printers. Zone members can quickly browse within
a specific category to find answers to their questions. Administrators can use
data categories to control access to questions.
In Salesforce
Knowledge, data categories are a set of criteria organized
hierarchically into category groups. Articles in the knowledge base can be
classified according to multiple categories that make it easy for users to find
the articles they need. For example, to classify articles by sales regions and
business units, create two category groups, Sales Regions and Business Units.
The Sales Regions category group could consist of a geographical hierarchy,
such as All Sales Regions as the top level, North America, Europe, and Asia at
the second level, and so on up to five levels. Authors assign categories to
articles. Administrators can use data categories to control access to articles.
Database.com
Database.com is an enterprise cloud database from Salesforce.
Dated exchange rates allow you to map a currency
conversion rate to a specific date range. For example, the exchange rate on
January 1 was 1 USD to 1.39 AUD, but on February 1, it changed to 1 USD to 1.42
AUD. Your opportunities that closed between January 1 and February 1 use the
first exchange rate (1 = 1.39), while opportunities that closed after February
1 used the second exchange rate (1 = 1.42).
If you dislike an
idea, you can click demote to subtract 10 points from its
overall score and decrease the idea's overall popularity ranking. You cannot
demote the same idea more than once, and after you demote an idea you cannot
promote it. An idea can have negative overall points if more users demote the
idea than promote it.
Any custom picklist or multi-select picklist field
that displays available values based on the value selected in its corresponding
controlling field.
A page that displays information about a single object
record. The detail page of a record allows you to view the information, whereas
the edit page allows you to modify it.
A term used in reports to distinguish between summary
information and inclusion of all column data for all information in a report.
You can toggle the Show Details/Hide Details button to
view and hide report detail information.
The Agent console's
center frame, which is the detail page view of any record selected from any of
the console’s other frames. The detail view displays the same page layouts
defined for the object’s detail pages. When a record is displayed in the detail
view, it is highlighted in the list view.
A free, fully-functional Salesforce organization
designed for developers to extend, integrate, and develop with the Force.complatform.
Developer Edition accounts are available on developer.salesforce.com.
Developer Pro sandboxes copy
customization (metadata), but don't copy production data, into a separate
environment for coding and testing. Developer Pro has more storage
than a Developer sandbox. It includes a number of Developer sandboxes,
depending on the edition of your production organization.
Developer sandboxes copy
customization (metadata), but don't copy production data, into a separate
environment for coding and testing.
A place to store documents without attaching them to
accounts, contacts, opportunities, or other records.
Draft articles are in-progress articles that have not
been published, which means they are not visible on the Articles tab (in any
channel) or in a public knowledge base. Article managers can access draft
articles on the Article Management tab by clicking theArticles tab
in the View area and choosing Draft Articles. You can filter draft articles by those
assigned to you or those assign to anyone (all draft articles for your
organization). Draft articles can be assigned to any user involved in the
editorial work.
Draft Translation
Draft translations are in-progress translations of
articles into multiple languages. They have not been published, which means
they are not visible on the Articles tab (in any channel) or in a public
knowledge base. Article managers can access draft translations on the Articles
Management tab by clicking the Translations tab in the View
area and choosing Draft Translations.You can filter draft translations by those
assigned to you, those assigned to a translation queue, or those assigned to
anyone (all draft translations in your organization). Translations can be
assigned to any user who can publish Salesforce Knowledge articles.
A dynamic
dashboard runs using the security settings of the user viewing the
dashboard. Each user sees the dashboard according to his or her own access
level. This approach helps administrators share one common set of dashboard
components to users with different levels of access.
Email alerts are
workflow and approval actions that are generated using an email template by a
workflow rule or approval process and sent to designated recipients, either Salesforce users
or others.
A form email that communicates a standard message,
such as a welcome letter to new employees or an acknowledgement that a customer
service request has been received. Email templates can be personalized with
merge fields, and can be written in text, HTML, or custom format.
A Salesforce edition designed for larger,
more complex businesses.
Entitlement
Entitlements help you
determine if your customers are eligible for customer support so you can create
cases for them. A customer may be eligible for support based on a particular
asset, account, or service contract.
Entitlement Contact
Entitlement contacts
are contacts specified to receive customer support—for example, a named caller. They're
listed on an entitlement's Contacts related list or the contact's Entitlements
related list. Entitlement contacts don't have page layouts, search layouts,
buttons, links, or record types.
Entitlement Process
Entitlement processes
are timelines that include all of the steps (milestones) that your support team
must complete to resolve cases. Each process includes the logic necessary to
determine how to enforce the correct service level for your customers.
Entitlement Template
Entitlement templates
are predefined terms of customer support that you can quickly add to products.
For example, you can create entitlement templates for Web or phone support so
that users can easily add entitlements to products offered to customers.
An external lookup
relationship links a child standard, custom, or external object to a parent
external object. When you create an external lookup relationship field, the
standard External ID field on the parent external object is matched against the
values of the child’s external lookup relationship field. External object field
values come from an external data source.
External objects
behave similarly to custom objects, except that they map to data that’s stored
outside Salesforce. Each external object maps to a data table in a
defined external data source, and each external object field maps to a table
column. The data in the mapped external tables can be included in global
Salesforce searches and queried via SOQL or SOSL.
External User
Feed Attachment, Chatter
A feed attachment is a file or link that is attached
to a post in a Chatter feed.
Feed Filter, Chatter
Feed Tracking, Chatter
Administrator settings that determine which records
can be followed and which fields can be tracked in Chatter feeds.
Enabling an object for feed tracking allows people to follow records of that
object type. Enabling fields for feed tracking allows users to see updates on
the Chatter feed when those fields are changed on records they
follow.
Custom help text that
you can provide for any standard or custom field. It displays when users hover
a mouse over the help icon adjacent to that field.
Settings that
determine whether fields are hidden, visible, read only, or editable for users.
Available in Enterprise, Unlimited,Performance, and Developer Editions only.
A field set is a grouping of fields. For
example, you could have a field set that contains fields describing a user's
first name, middle name, last name, and business title. Field sets can be referenced on Visualforce pages
dynamically. If the page is added to
a managed package, administrators can add, remove, or reorder fields in a field
set to modify the fields presented on theVisualforce page without
modifying any code.
Field updates are
workflow and approval actions that specify the field you want updated and the
new value for it.
File Collaborator
Users with the “collaborator” permission can view,
download, share, change permission, edit the file, and upload new versions of
files in Chatter.
File Owner
You are the owner of a file when you upload the file
in Chatter, attach the file to a Chatter feed, or upload the
file in Salesforce CRM Content.
As the owner of the file you can view, edit, download,
share, upload a new version, and delete the file, as well as make the file
private and change the permission on the file.
File, Private
A private file in Chatter is indicated by
the private icon () and is only
available to the file owner and isn't shared with anyone. A private file is
created when you upload a file on the Files tab or contribute a file to a Salesforce
CRM Content personal library. You own files you upload or contribute.
) and is only
available to the file owner and isn't shared with anyone. A private file is
created when you upload a file on the Files tab or contribute a file to a Salesforce
CRM Content personal library. You own files you upload or contribute.
File, Privately Shared
A privately shared file in Chatter is
indicated by the privately shared icon () and is only
available to the file owner and the specific people or groups it has been
shared with.
) and is only
available to the file owner and the specific people or groups it has been
shared with.
File, Your Company
The your company icon () indicates a file
that is shared with all Chatter users in your company. All Chatter users
in your company can find and view this file.
) indicates a file
that is shared with all Chatter users in your company. All Chatter users
in your company can find and view this file.
File Viewer
Users with the “viewer” permission can view, download,
and share files in Chatter.
Files Tab
A tab that lists a user's Chatter and Salesforce
CRM Content files.
Condition on particular fields that qualifies items to
be included in a list view or report, such as “State equals California.”
A period that an organization uses for financial
planning purposes, such as forecasting, whose length is usually similar to the
length of a calendar year. Fiscal years usually contain smaller fiscal periods,
such as quarters or trimesters.
Flag
An icon that users can click on a question or reply to
report it as spam, hateful, or inappropriate.
A folder is
a place where you can store reports, dashboards, documents, or email templates.
Folders can be public, hidden, or shared, and can be set to read-only or
read/write. You control who has access to its contents based on roles,
permissions, public groups, and license types. You can make a folder available
to your entire organization, or make it private so that only the owner has
access.
Follow
A subscription to a user or record that lets you see
related updates in your Chatter feed. Follow a user to see the
users’s posts. Follow a record to see posts, comments, and field changes.
Follow, Chatter Answers
A subscription to a
question that lets you receive emails when someone answers or comments on a
specific question.
A menu that enables users to switch between
customizable applications (or “apps”) with a single click. The Force.com app
menu displays at the top of every page in the user interface.
A custom app with up
to eight (8) custom objects and eight (8) custom tabs, read-write access to
accounts and contacts, and access to Sharing, Bulk API, or Streaming
API.
A custom app with up
to eight (8) custom objects and eight (8) custom tabs, read-only access to
accounts and contacts, and no access to Sharing, Bulk API, or Streaming
API.
Forecast Amount
Applies to Collaborative Forecasts. The revenue forecast from the forecast
manager’s perspective and the sum of the owner’s and subordinates’
opportunities, including all forecast adjustments.
Determines the category to which an opportunity is
attributed in a forecast. The default category setting for an opportunity is
tied to its stage, as set in the Stage picklist. To update the Forecast
Category for a particular opportunity, you must edit that opportunity’s
forecast.
Forecast Quantity
Applies to Collaborative Forecasts. The quantity forecast from the forecast
manager’s perspective and the sum of the owner’s and subordinates’
opportunities, including all forecast adjustments.
A user who can see and work with forecasts below them
in either the forecast hierarchy or territory hierarchy.
Projections of sales based on the organization's
fiscal year.
A type of custom field. Formula fields automatically
calculate their values based on the values of merge fields, expressions, or
other values.
Full sandboxes copy
your entire production organization and all its data, including standard and
custom object records, documents, and attachments. Use the sandbox to code and
test changes, and to train your team about the changes. You can refresh a Full sandbox every
29 days.
Global Search
Search more records and fields in Salesforce from
the header search box. Global search keeps track of which objects you use and
how often you use them, and arranges the search results accordingly. Search
results for the objects you use most frequently appear at the top of the list.
A method access modifier for any method that needs to
be referenced outside of the application, either in the SOAP API or
by other Apex code.
A groups is a set of users. Groups can contain
individual users, other groups, or the users in a role. Groups can be used to
help define sharing access to data or to specify which data to synchronize when
using Connect for Outlook or Connect for Lotus Notes.
Users can define their own personal groups.
Administrators can create public groups for use by everyone in the
organization.
A product designed for small businesses and workgroups
with a limited number of users.
A task that was assigned to multiple users when it was
created. Note that group tasks are independent records that are not linked;
they can be edited, transferred, or deleted individually.
Guest users can access
public Site.com and Force.com sites, and public pages in Communities,
via the Guest User license associated with each site or community.Guest users’ access to objects and data is
controlled by public access settings on theGuest User profile.
The half-life setting
determines how quickly old ideas drop in ranking on the Popular Ideas subtab,
to make room for ideas with more recent votes. A shorter half-life moves older
ideas down the page faster than a longer half-life. This setting affects
all zones in your organization.
Highlights Panel
A customizable table of up to four columns and two
rows that appears at the top of every primary tab in a Salesforce console.
It lets you view key information about records at a glance.
Limited-access users intended for organizations with
many thousands to millions of portal users. Unlike other users, high-volume
portal users don't have roles, which eliminates performance issues associated
with role hierarchy calculations. High-volume portal users include both the
High Volume Customer Portal User and Authenticated Website User license types.
Starting page from which users can choose sidebar
shortcuts and options, view current tasks and activities, or select another
tab.
Hover details display
an interactive overlay containing detailed information about a record when
users hover the mouse over a link to that record in the Recent Items list on
the sidebar or in a lookup field on a record detail page. Users can quickly view
information about a record before clicking View for the
record's detail page or Edit for the edit page. The fields
displayed in the hover details are determined by the record's mini page layout.
The fields that display in document hover details are not customizable.
Ideas are suggestions posted by the members of an
ideas community and are organized by zones. For example, if the focus of a
particular zone is “Ideas for car features,” an appropriate idea for that zone
might have the title “Insulated cup holders that keep your beverage hot or
cold.” Or, if the focus of a particular zone is “Ideas for our company's
employee benefits,” an appropriate idea for that zone might have the title
“On-site day care.”
A workflow action that executes instantly when the
conditions of a workflow rule are met.
An indirect lookup
relationship links a child external object to a parent standard or custom
object. When you create an indirect lookup relationship field on an external
object, you specify the parent object field and the child object field to match
and associate records in the relationship. Specifically, you select a custom
unique, external ID field on the parent object to match against the child’s
indirect lookup relationship field, whose values come from an external data
source.
Influence, Chatter
An indicator of a person’s influence in Chatter.
The number of posts and comments the person makes, and the number of comments
and likes the person receives determine the level of influence.
- Top Influencers lead collaboration efforts by regularly sharing essential
content.
- Active Influencers encourage others to get involved and share
knowledge.
- Observers are quiet participants or just getting started in Chatter.
Interaction Log
An area in a Salesforce console where you
can jot notes about the main record you're working on without clicking a
button, viewing a new tab, or scrolling to the Notes & Attachments related
list. Interaction logs are archived on the Activity History related list for
easy review and retrieval. Administrators can customize interaction logs to
include task fields.
A custom object with
two master-detail relationships. Using a custom junction object, you can model
a “many-to-many” relationship between two objects. For example, you may have a custom object
called “Bug” that relates to the standard case object such that a bug could be
related to multiple cases and a case could also be related to multiple bugs.
Salesforce uses the term knowledge agent to
represent a specific type of user. Knowledge agents are article consumers in
the internal Salesforce Knowledge app. These users can access the
Articles tab to search for and view articles, but they cannot create, edit, or
manage articles.
Knowledge Sidebar
A sidebar in a Salesforce console that
displays titles of Salesforce Knowledge articles that may solve the
case you're working on. It automatically searches and returns articles from
your knowledge base that match any of the words you type in the Subject of
a case. The sidebar only displays for Salesforce Knowledge users
after administrators set it up.
See Page Layout.
Library
A file repository in Salesforce CRM Content.
Library Permission
A group of privileges that determines user access
within a Salesforce CRM Content library.
Lightning Connect enables you to
access records that are stored outside Salesforce, such as data in an
enterprise resource planning (ERP) system. Salesforce represents the
data in external objects and accesses the external data in real time via Web
service callouts to external data sources.
To show support for a post or comment in a Chatter feed.
When you like a post or comment, you receive email notifications for subsequent
comments.
Like, Chatter Answers
The price of a product in a custom price book.
A list display of items (for example, accounts or
contacts) based on specific criteria. Salesforce provides some
predefined views.
In the Agent console, the list view is the top
frame that displays a list view of records based on specific criteria. The list
views you can select to display in the console are the same list views defined
on the tabs of other objects. You cannot create a list view within the console.
Live Agent lets
service organizations connect with customers or website visitors in real time
through a Web-based, text-only live chat.
Live Agent Console
The Live Agent console is a dedicated
console used by customer service agents to manage Live Agent chats. Agents can
answer chat requests, conduct live chats, and interact with Salesforce records
and Salesforce Knowledge articles.
The value stored for the field in the user’s or
account’s language. The local name for a field is associated with the standard
name for that field.
Popup dialog available for some fields that allows you
to search for a new item, such as a contact, account, or user.
A type of field that contains a linkable value to
another record. You can display lookup fields on page layouts where the object
has a lookup or master-detail relationship with another object. For example,
cases have a lookup relationship with assets that allows users to select an
asset using a lookup dialog from the case edit page and click the name of the
asset from the case detail page.
A relationship between two records so you can
associate records with each other. For example, cases have a lookup
relationship with assets that lets you associate a particular asset with a
case. On one side of the relationship, a lookup field allows users to click a
lookup icon and select another record from a popup window. On the associated
record, you can then display a related list to show all of the records that
have been linked to it. If a lookup field references a record that has been
deleted, by defaultSalesforce clears the lookup field. Alternatively, you
can prevent records from being deleted if they’re in a lookup relationship.
One or more individuals in your organization who can
manage campaigns. Administrators can designate someone as a Marketing User by
selecting the Marketing User checkbox in the user’s personal
information.
Only marketing users can create, edit, and delete
campaigns or configure advanced campaign setup.
To use the campaign import wizards, marketing users
must also have the Marketing User profile or the “Import Leads” permission.
A relationship between two different types of records
that associates the records with each other. For example, accounts have a
master-detail relationship with opportunities. This type of relationship
affects record deletion, security, and makes the lookup relationship field
required on the page layout.
Matrix reports are
similar to summary reports but allow you to group and summarize data by both
rows and columns. They can be used as the source report for dashboard
components. Use this type for comparing related totals, especially if you have
large amounts of data to summarize and you need to compare values in several
different fields, or you want to look at data by date andby
product, person, or geography.
The status of a lead or contact in relation to a
campaign. For example, a lead or contact could have a member status of
“Planned,” “Sent,” or “Responded” at different stages of an email campaign.
An @mention is the @
symbol followed by a person’s or group’s name, for example, @Bob Smith or @DocTeam.
You can @mention people in Chatter posts and comments. When you
@mention someone, the @mention links to their profile, the post or comment
displays in their feed, and they are emailed a notification.
Message, Chatter
A Chatter message is a private communication
with other Chatter users. Use messages to send your manager a
question privately, or to communicate with a few select people when a
discussion isn't relevant to everyone you work with. Messages don't appear in
your feed, your profile, or any other part of Chatter that's publicly
visible.
A merge field is a
field you can put in an email template, mail merge template, custom link, or
formula to incorporate values from a record. For example, Dear
{!Contact.FirstName}, uses a contact merge field to obtain the value of a
contact record'sFirst Name field to address an email recipient by his or
her first name.
Milestone
Milestones are
required steps in your support process. They're metrics that represent service
levels to provide to each of your customers. Examples of milestones include
First Response and Resolution Times on cases.
Milestone Actions
Milestone actions are
time-dependent workflow actions that occur at every step (milestone) in an
entitlement process. Examples of milestone actions include sending email alerts
to specified users an hour before a first response is near violation or automatically
updating certain fields on a case one minute after a first response
successfully completes.
A subset of the items
in a record's existing page layout that administrators choose to display in the Agent
console's Mini View and in Hover Details. Mini page layouts inherit record type
and profile associations, related lists, fields, and field access settings from
the page layout.
The Agent console's
right frame which displays the records associated with the record displayed in
the detail view. The fields displayed in the mini view are defined in the mini
page layouts by an administrator. The
mini view does not display if the record in the detail view does not have any
records associated with it.
Multi-Person Event
A planned event to which multiple users are invited,
also referred to as a meeting. You can create multi-person events by inviting
other users to any calendar event you create.
Multi-Select Picklist
See Picklist (Multi-Select).
My Settings
When the improved Setup user interface is enabled in
an organization, personal settings are available from a separate My Settings
menu.
Named Credential
A named credential
specifies the URL of a callout endpoint and its required authentication
parameters in one definition. A named
credential can be specified as an endpoint to simplify the setup of
authenticated callouts.
Navigation Tab
A tab with a drop-down button in a Salesforce
console that lets you select and view object home pages.
A nickname is the name
used to identify this user in a community. Up to 40 alphanumeric characters are
allowed. Standard users can edit this field.
An object allows you to store information in your Salesforce organization.
The object is the overall definition of the type of information you are
storing. For example, the case object allow you to store information regarding
customer inquiries. For each object, your organization will have multiple
records that store the information about specific instances of that type of
data. For example, you might have a case record to store the information about
Joe Smith's training inquiry and another case record to store the information
about Mary Johnson's configuration issue.
Custom help text that you can provide for any custom
object. It displays on custom object record home (overview), detail, and edit
pages, as well as list views and related lists.
OData Producer
An OData producer is a remote data service that uses
the Open Data Protocol (OData) to expose data that’s stored on an external
server. With the Lightning Connect feature, you define external data
sources to connect Salesforce to OData producers, and you define
external objects to map to the external data.
Open CTI
An application programming interface that lets developers
build CTI (computer-telephony integration) systems that integrate with
Salesforce without the use of CTI adpaters or client applications.
Operator
An operator is an item used to narrow or broaden a
search. In most Salesforce searches, AND, OR, AND NOT, parentheses (
), and quotation marks " " can be used as operators.
An opportunity team is a set of users that normally
work together on sales opportunities. A typical opportunity team might include
the account manager, the sales representative, and a pre-sales consultant. You
can specify the opportunity team for each opportunity that you own.
Organic search lead is a specific lead source
indicating that the lead was generated when a user, who arrived at your website
by way of an unpaid (organic) listing on a major search engine, filled out the
Web-to-Lead form containing the Salesforce tracking code. The lead
source details contain the search engine and the search phrase for each organic
lead.
A deployment of Salesforce with a defined
set of licensed users. An organization is the virtual space provided to an
individual customer of Salesforce. Your organization includes all of your
data and applications, and is separate from all other organizations.
Organization-Wide Address
An organization-wide address allows you to associate a
single email address as an alias for all users within a user profile.
An outbound message is
a workflow, approval, or milestone action that sends the information you
specify to an endpoint you designate, such as an external service. Outbound
messaging is configured in the Salesforce setup menu. Then you must
configure the external endpoint. You can create a listener for the messages
using the SOAP API.
Owner Only Amount
Applies to Collaborative Forecasts. The sum of all of a person’s revenue
opportunities, without adjustments.
Owner Only Quantity
Applies to Collaborative Forecasts. The sum of all of a person’s quantity
opportunities, without adjustments.
Salesforce for Outlook configurations
include settings for the data that Salesforce for Outlook users
can sync between Microsoft® Outlook® and Salesforce. Administrators can
create separate configurations for different types of users, and give users
permission to edit some of their own settings. For example, an opportunity team
might want to sync everything, while a manager might want to sync only events.
Individual user to which a record (for example, a
contact or case) is assigned.
PaaS
See Platform as a Service.
Package
A group of Force.com components and
applications that are made available to other organizations through the AppExchange.You use packages to bundle an app along with
any related components so that you can upload them to AppExchange together.
Package Installation
Installation incorporates the contents of a package
into your Salesforce organization. A package on the AppExchange can
include an app, a component, or a combination of the two. After you install a
package, you may need to deploy components in the package to make it generally
available to the users in your organization.
Page layout is the organization of
fields, custom links, and related lists on a record detail or edit page. Use
page layouts primarily for organizing pages for your users. In Enterprise,
Unlimited, Performance, and Developer Editions, use field-level security
to restrict users’ access to specific fields.
An organization or company that an account is
affiliated. By specifying a parent for an account, you can get a global view of
all parent/subsidiary relationships using the View Hierarchy link.
Partners are the
companies with which you collaborate to close your sales deals. For each
opportunity or account you create, the Partners related list allows you to
store information about your partners and the roles they play in the
opportunity or account. A partner must be an existing account within Salesforce. Selecting
a partner role automatically creates a reverse partner relationship with the
associated account so that both accounts list the other account as a partner.
Partner accounts are Salesforce accounts
that a channel manager uses to manage partner organizations, partner users, and
activities when using the partner portal.
Selection for an account on the Partners related list
of an individual account or opportunity that specifies the role that the
account has in related sales deals.
Partner users are Salesforce users
with limited capabilities. They are external to your organization but sell your
products or services through indirect sales channels. They are associated with
a particular partner account, have limited access to your organization's data,
and log in via a partner portal.
Partner portal allows partner users to log in to Salesforce through
a Web portal rather than through Salesforce.
For forecasting versions where quotas are available,
this is the calculated value in forecasts that indicates what percentage of the
quota a salesperson is confident of closing. This amount is the Commit
Amount divided by the Quota.
A permission is a
setting that allows a user to perform certain functions in Salesforce.
Permissions can be enabled in permission sets and profiles. Examples of
permissions include the “Edit” permission on a custom object and the “Modify
All Data” permission.
Permission Set
A collection of permissions and settings that gives
users access to specific tools and functions.
A person account is
an individual consumer with whom you do business, such as a financial services
client, an online shopper, or a vacation traveler. Person accounts are
applicable to organizations that operate on a business-to-consumer model as
opposed to a business-to-business model.
Product designed for individual sales representatives
and single users.
Personal Settings
Settings and customization options to help users
personalize their Salesforce experience. All Salesforce users
can edit their own personal settings. Depending on an organization’s user
interface settings, personal settings are either in the Personal Setup area of
the Setup menu, or available from a separate My Settings menu.
Phrase Search
A type of full-text search that matches only items
that contain a specified phrase, such as “customer relationship management.”
Selection list of
options available for specific fields in a Salesforce object, for
example, the Industry field for accounts. Users can choose a single
value from a list of options rather than make an entry directly in the field.
See also Master Picklist.
Selection list of
options available for specific fields in a Salesforce object.
Multi-select picklists allow users to choose one or more values. Users can
choose a value by double clicking on it, or choose additional values from a
scrolling list by holding down the CTRL key while clicking a value and using
the arrow icon to move them to the selected box.
Selections displayed in drop-down lists for particular
fields. Some values come predefined, and other values can be changed or defined
by an administrator.
Pinned Lists
Lists that display at the top or on the left side of a
Service Cloud console; they're always visible and let you see the list you're
working from and a record's details at the same time. Pinned lists must be
turned on by an administrator.
Calculated amount of open opportunities that have a
close date within the quarter. Displays on forecast detail and edit pages. For
managers, this amount includes open opportunities for them and their entire
team.
An environment where
developers use programming tools offered by a service provider to create
applications and deploy them in a cloud. The application is hosted as a service
and provided to customers via the Internet. The PaaS vendor provides an API for
creating and extending specialized applications. The PaaS vendor also takes
responsibility for the daily maintenance, operation, and support of the
deployed application and each customer's data. The service alleviates the need
for programmers to install, configure, and maintain the applications on their
own hardware, software, and related IT resources. Services can be delivered
using the PaaS environment to any market segment.
On the Popular Ideas
subtab, ideas are sorted by an internal calculation that reflects the age of an
idea's positive votes. Regardless of an idea's static total number of points,
ideas with newer positive votes display higher on the page than ideas with
older positive votes. This allows you to browse ideas that have most recently
gained popularity, with less precedence given to long-established ideas that
were positively voted on in the past.
Popular Questions
Each question's
popularity is based on the number of users who Like it within
a certain amount of time.
Post
A top-level comment in a Chatter feed.
Lets you copy a public Chatter post and
publish it to your profile or a group you’re a member of. You can also share
the post with other Chatter users by sending a link to the post in an
email or instant message.
A price book is a list of products that
your organization sells. Available in Professional, Enterprise, Unlimited, Performance,
and Developer Editions only.
Field in company information that lists the primary
contact for your organization.
Also indicates the primary contact associated with an
account, contract, or opportunity. Specified as a checkbox in the Contact Roles
related list of an account, contract, or opportunity.
Partner account designated as playing a key role in
closing an opportunity. Specified as a checkbox in the Partners related list of
an opportunity.
Primary Tab
A tab in a Salesforce console that displays
the main item to work on, such as an account.
A tool that displays a graphical version of an
approval process. The view-only diagram is presented as a flowchart. The
diagram and an informational sidebar panel can help you visualize and
understand the defined steps, rule criteria, and actions that comprise your
approval process.
A Salesforce edition designed for businesses
who need full-featured CRM functionality.
A picklist field on products that you can customize to
categorize types of products.
Defines a user’s permission to perform different
functions within Salesforce. For example, the Solution Manager profile
gives a user access to create, edit, and delete solutions.
Profile, Chatter
A personal page for each Salesforce user
that includes contact information, following and followers lists, a Chatter feed,
and a photo.
If you agree with or
like an idea, click promote to add 10 points to the idea. You
cannot promote the same idea more than once and you cannot promote an idea that
you have already demoted. Salesforce automatically adds your promote
vote to any idea you post.
To migrate changes from one organization to another.
See also Deploy and Migration.
A calendar in which a group of people can track events
of interest to all of them (such as marketing events, product releases, or
training classes) or schedule a common activity (such as a team vacation
calendar). For example, your marketing team can set up an events calendar to
show upcoming marketing events to the entire sales and marketing organization.
Push Notifications, Mobile
Push notifications are
alerts that apps render on mobile device home screens when users aren’t using
the app. These alerts can consist of text, icons, and sounds, depending on the
device type.
Push Notifications, Salesforce
Console
Visual indicators in a Salesforce console that
show when a record or field has changed during a user’s session.
Push Upgrade
A method of delivering updates that sends upgrades of
an installed managed package to all organizations that have installed the
package.
A quantity schedule outlines the dates,
number of units (i.e., quantity), and number of installments for billing or
shipping a product.Your organization can decide exactly how to use schedules.
Available in Enterprise, Unlimited, Performance, and Developer Editions
only.
Forecasting based on the projected number of units
sold.
Quantity Without Adjustments
Applies to Collaborative Forecasts. The sum of a person’s owned quantity
opportunities and also his or her subordinates’ opportunities, without
adjustments. Subordinates include everyone reporting up to a person in the
forecast hierarchy.
Quantity Without Manager Adjustment
Applies to Collaborative Forecasts. The forecast number as seen by the forecast
owner. This is the sum of the owner’s quantity opportunities and his or her
subordinates’ opportunities, including adjustments made on the subordinates’
forecasts. It doesn’t include adjustments made by forecast
managers above the owner in the forecast hierarchy.
Question
An issue posted to an answers community. When a
community member asks a question, other community members post replies to help
resolve the question.
Question, Private
An issue posted to an
answers community, but marked Private so that only support
agents can view and respond to it.
A holding area for items before they are processed. Salesforce uses
queues in a number of different features and technologies.
The sales goal
assigned to a user on a monthly and quarterly basis. (If you use Collaborative
Forecasts, it’s the sales goal assigned to a user on a monthly basis.) A
manager’s quota should equal the amount she and her team are expected to
generate together.
A record showing proposed prices for products and
services. Quotes can be created from opportunities and emailed as PDFs to
customers.
Your Recent Activity
page contains a summary of all the recent activity that relates to your participation
within a zone. For example, this page lists all the ideas and comments you
have posted to a zone as well as the ideas you have voted on. You can view your
Recent Activity page by clicking your nickname located on the right side of the
Ideas tab.
List of links in the sidebar for most recently
accessed records. Note that not all types of records are listed in the recent
items.
A single instance of a Salesforce object.
For example, “John Jones” might be the name of a contact record.
A record type is a field available for
certain records that can include some or all of the standard and custom
picklist values for that record. You can associate record types with
profiles to make only the included picklist values available to users with that
profile.
Record Update
A post in a Chatter feed that is the result
of a field change on a record that is being followed.
A section of a record or other detail page that lists
items related to that record. For example, the Stage History related list of an
opportunity or the Open Activities related list of a case.
A type of link that allows you to quickly view
information on a detail page about related lists, by hovering your mouse over
the link. Your administrator must enable the display of hover links. The
displayed text contains the corresponding related list and its number of
records. You can also click this type of link to jump to the content of the
related list without having to scroll down the page.
Objects chosen by an
administrator to display in the Agent console's mini view when records of
a particular type are shown in the console's detail view. For example, when a
case is in the detail view, an administrator can choose to display an
associated account, contact, or asset in the mini view.
A connection between two objects, used to create
related lists in page layouts and detail levels in reports. Matching values in
a specified field in both objects are used to link related data; for example,
if one object stores data about companies and another object stores data about
people, a relationship allows you to find out which people work at the company.
Custom object records used to store collections of
accounts.
A report returns
a set of records that meets certain criteria, and displays it in organized rows
and columns. Report data can be filtered, grouped, and displayed graphically as
a chart. Reports are stored in folders, which control who has access. See Tabular
Report, Summary Report, and Matrix Report.
A report type defines
the set of records and fields available to a report based on the relationships
between a primary object and its related objects. Reports display only records
that meet the criteria defined in the report type. Salesforce provides
a set of pre-defined standard report types; administrators can create custom
report types as well.
A meeting that a Salesforce user requests
with a contact, lead or person account. When a meeting is requested, Salesforcecreates
a unique Web page for the meeting that displays the proposed meeting times.
When invitees visit the page, they select the times they can meet and send a
reply. Salesforce tracks all the responses so the organizer can
confirm the best time to meet.
Once a requested meeting is confirmed, it becomes a multi-person
event.
A calendar in which multiple people can coordinate
their usage of a shared resource such as a conference room or printer.
Forecasting based on projected revenue amounts.
A revenue schedule outlines the dates,
revenue amounts, and number of installments for billing or recognizing revenue
from a product. Your organization can decide exactly how to use schedules.
Available in Enterprise, Unlimited, Performance, and Developer Editions
only.
Assigned responsibility of a user, partner account, or
contact for specific accounts and opportunities. Administrators can define user
roles in Setup. Individual users can assign specific partner and contact roles
for accounts and contacts.
Each dashboard has a running user,
whose security settings determine which data to display in a dashboard. If
the running user is a specific user, all dashboard viewers see data based on
the security settings of that user—regardless of their own personal security
settings. For dynamic dashboards, you can set the running user to be the
logged-in user, so that each user sees the dashboard according to his or her
own access level.
Note
S-controls have been superseded by Visualforce pages. After March
2010 organizations that have never created s-controls, as well as new
organizations, won't be allowed to create them. Existing s-controls will remain
unaffected, and can still be edited.
Custom Web content for
use in custom links. Custom
s-controls can contain any type of content that you can display in a browser,
for example a Java applet, an Active-X control, an Excel file, or a custom HTML
Web form.
The price of a product on an opportunity. This can be
different than the product’s standard or list price.
The Salesforce console is designed for users
in fast-paced environments who need to find, update, and create records
quickly. It improves upon the Agent Console in the Console tab by displaying
records and related items as tabs on one screen.
Salesforce Console Integration Toolkit
An API that uses browsers as clients to
display pages as tabs in a Salesforce console; it provides developers with
programmatic access to the console so that administrators can extend it to meet
your business needs.
A Salesforce feature
that seamlessly integrates Salesforce with third-party
computer-telephony integration (CTI) systems.
An on-demand, content-management system that allows
you to organize, share, search, and manage content within your organization and
across key areas of the Salesforce application. Content can include
all file types, from traditional business documents such as Microsoft
PowerPoint presentations to audio files, video files, and Web pages.
Salesforce for Outlook,
a Microsoft® Outlook® integration application that you install, syncs contacts,
events, and tasks between Outlook and Salesforce. In addition to syncing
these items, you can add Outlook emails, attachments, events, and tasks to
multipleSalesforce contacts, and view Salesforce records related
to the contacts and leads in your emails and events—all directly in Outlook.
Depending on your
organization, you may be able to customize what you sync and the sync
directions between Outlook andSalesforce. Your administrator determines the
level at which you can customize these settings in Salesforce.
Salesforce for Outlook configurations
include settings for the data that Salesforce for Outlook users
can sync between Microsoft® Outlook® and Salesforce. Administrators can
create separate configurations for different types of users, and give users
permission to edit some of their own settings. For example, an opportunity team
might want to sync everything, while a manager might want to sync only events.
Salesforce Classic is
a Salesforce feature that enables users to access their Salesforce data
from mobile devices running the mobile client application. The Salesforce
Classic client application exchanges data with Salesforce over
wireless carrier networks, and stores a local copy of the user’s data in its
own database on the mobile device. Users can edit local copies of their Salesforcerecords
when a wireless connection is unavailable, and transmit those changes when a
wireless connection becomes available.
Salesforce Office Toolkit
A plug-in makes it easy for developers to access the SOAP
API directly from within Microsoft Office products, simplifying the
creation of new integrations and Office-based solutions.
See Quantity Schedule and Revenue
Schedule.
Screen Pop
Page that displays for an inbound call to a Salesforce
CRM Call Center.
Feature that lets you search for information that
matches specified keywords. If you have sidebar search, enter search terms in
the Search section of the sidebar or click Advanced Search... for
more search options. If you have global search, enter search terms in the
search box in the header.
The organization of fields included in search results,
in lookup dialogs, and in the key lists on tab home pages.
A service is an offering of professional assistance.
Services related to Salesforce and the Force.com platform,
such as enhanced customer support or assistance with configuration can be
listed on the AppExchange.
The Service Cloud portal is the Customer Portal
intended for many thousands to millions of users. After you purchase Service
Cloud portal licenses, you can assign them to Customer Portal-enabled contacts
so that large numbers of users can log in to a Customer Portal without
affecting its performance.
Setup
A menu where administrators can customize and define
organization settings and Force.com apps. Depending on your
organization’s user interface settings, Setup may be a link in the user
interface header or in the drop-down list under your name.
Share Group
A set of Salesforce users who can access
records owned by high volume portal
users. Each Customer Portal has its own share group.
Shared Activities
A feature that allows users to relate as many as 10 contacts to a single
non-recurring and non-group task, or to a single non-recurring event. One
contact is the primary contact; all others are secondary contacts.
Allowing other users to view or edit information you
own. There are different ways to share data:
- Sharing Model—defines the default organization-wide access levels that
users have to each other’s information and whether to use the hierarchies
when determining access to data.
- Role Hierarchy—defines different levels of users such that users at
higher levels can view and edit information owned by or shared with users
beneath them in the role hierarchy, regardless of the organization-wide
sharing model settings.
- Sharing Rules—allow an administrator to specify that all information
created by users within a given group or role is automatically shared to
the members of another group or role.
- Manual Sharing—allows individual users to share records with other
users or groups.
- Apex-Managed Sharing—enables developers to programmatically manipulate
sharing to support their application’s behavior. See Apex-Managed
Sharing.
Behavior defined by your administrator that determines
default access by users to different types of records.
Type of default sharing created by administrators.
Allows users in a specified group or role to have access to all information
created by users within a given group or role.
Column appearing on the left side of each page that
provides links to recent items and other resources.
Force.com Sites enables you to create public websites and
applications that are directly integrated with your Salesforceorganization—without
requiring users to log in with a username and password.
Social Accounts and Contacts
A feature that allows you to view your accounts’,
contacts', and leads’ social network profiles and other social information
directly in Salesforce, so you can get deeper insights into your existing
and potential customers' needs and issues.
Social Key works with Social Accounts and Contacts and
Data.com Clean to make it easier to follow your contacts and leads on social
networks. From Social Accounts and Contacts, select the social networks you
want. Automated Clean jobs provide the links. From a contact or lead's detail
page, you can quickly view their profile on a social network site.
The telephone interface that a Salesforce CRM Call Center user
sees in either the sidebar of Salesforce pages or the footer of
theSalesforce console.
SoftPhone Connector
A component of a Computer Telephony Integration (CTI)
adapter that converts SoftPhone XML into HTML and distributes it to aSalesforce
CRM Call Center user's browser.
A computer-telephony integration (CTI) adapter is a
light-weight software program that controls the appearance and behavior of aSalesforce SoftPhone.
The adapter acts as an intermediary between a third-party CTI system, Salesforce,
and a Salesforce CRM Call Center user. It must be installed on any
machine that needs access to Salesforce CRM Call Center functionality.
A delivery model where a software application is hosted as a service and
provided to customers via the Internet. The SaaS vendor takes responsibility
for the daily maintenance, operation, and support of the application and each
customer's data. The service alleviates the need for customers to install,
configure, and maintain applications with their own hardware, software, and
related IT resources. Services can be delivered using the SaaS model to any
market segment.
One or more individuals in your organization who can
review, edit, publish, and delete solutions. Typically, these individuals are
product experts with excellent written communication skills and advanced
knowledge in a particular area of your product. When creating or editing users,
assign the Solution Manager profile to give users this privilege.
A custom report scheduled to run and load data as
records into a target object for an reporting snapshot.
In opportunity reports, the number of days the
opportunity was in the stage listed in the Stage column.
Related list on an opportunity detail page that lists
changes in status and stage for the opportunity.
Price for a product that is included in the Standard
Price Book.
Automatically generated price book containing all your
products and their standard prices.
An idea's status helps zone members track the progress of the idea. For
example, “Under Review”, “Reviewed”, “Coming Soon”, and “Now Available” are
common status values an administrator can define and assign to ideas. An idea's
status appears next to the idea's title for all zone members to see.
The process of reducing a word to its root form. In
searches, stemming matches expanded forms of a search term. For example, when a
search uses stemming, a search for run matches items that contain run, running,
and ran.
A subflow element
references another flow, which it calls at runtime. The flow that contains the
subflow element is referred to as the master flow.
A summary field is a numerical report
column with one of the following summaries applied: sum, average, largest
value, smallest value. Users can define custom summary formulas to extend these
options. In addition to showing summarized information, summary fields can
be used to define charts and reporting snapshots.
Summary reports are similar to tabular reports, but also allow users to
group rows of data, view subtotals, and create charts. They can be used as the
source report for dashboard components. Use this type for a report to show
subtotals based on the value of a particular field or when you want to create a
hierarchical list, such as all opportunities for your team, subtotaled by Stage andOwner.
Personal settings that define what records are
included when you synchronize with Connect for Outlook or Connect
for Lotus Notes.
Give users the ability to subscribe to changes within Force.com sites
and receive updates in external news readers.
In Salesforce, a word or short phrases that users
can associate with most records to describe and organize their data in a
personalized way. Administrators can enable tags for accounts, activities, assets, campaigns,
cases, contacts, contracts, dashboards, documents, events, leads, notes,
opportunities, reports, solutions, tasks, and any custom objects (except
relationship group members) Tags can also be accessed through the SOAP
API.
In Salesforce CRM Content, a way of showing you
how the content in your libraries has been tagged. Tag names increase in size
within the tag cloud according to popularity, meaning that the largest tags
have been assigned to the most files or Web links. You can choose to sort the
tags alphabetically or by popularity. The tag cloud contains the 30 most
popular tags.
Assigns a task to a user you specify. You can specify the Subject, Status, Priority,
and Due Date of the task. Tasks are workflow and approval actions
that are triggered by workflow rules or approval processes.
For Calender-related tasks, see Activity
(Calendar Events/Tasks).
Links on tabbed pages that provide quick access to the
most common operations available for a particular page, for example, creating a
new account.
For forecasting versions where territories are used,
this is a collection of accounts and users that generates a forecast.
A workflow action that executes when the conditions of
a workflow rule and an associated time trigger are met.
On the Top All-Time subtab, ideas are sorted from most number of points to
fewest. This allows you to see the most popular ideas in the history of your Ideas zone.
Topics
When you post or comment in Chatter, you can associate your post or
comment with all other posts and comments on the same subject by adding a
topic. A topic is a way to categorize your post or comment so other people can
find it more easily. Topics also help you discover people and groups that are
knowledgeable and interested in the same topics.
Topics, Chatter Answers
The sidebar that lists data categories from which your customers can browse
questions and replies. For example, if you have a zone for hardware products,
your topics may include laptops, desktops, and printers.
The Translation Workbench lets you specify languages you want to
translate, assign translators to languages, create translations for
customizations you’ve made to your Salesforce organization, and
override labels and translations from managed packages. Everything from custom
picklist values to custom fields can be translated so your global users can use
all of Salesforce in their language.
Trending Topics
The Trending Topics area on the Chatter tab shows the topics
being discussed right now in Chatter. The more frequently people add a specific
topic to their posts and comments and comment on or like posts with the same
topic over a short period of time, the more likely it is to become a trending
topic. For example, if your coworkers are attending the upcoming Dreamforce
conference and have started discussing it in Chatter, you may see a
trending topic for Dreamforce. A
trending topic is not solely based on popularity and usually relates to a
one-time or infrequent event that has a spike in activity, such as a conference
or a project deadline. For privacy
reasons, Trending Topics don’t include topics used solely in private groups or
record feeds.
Truncate
Truncating a custom object allows you to remove all of the object’s
records, while keeping the object and its metadata.
Unlimited Edition is Salesforce’s solution for maximizing your
success and extending that success across the entire enterprise through the Force.com platform.
A usage-based entitlement is a limited resource that your organization can
use on a periodic basis—such as the allowed number of monthly logins to a
Partner Community or the record limit for Data.com list users.
A simple, tag-based markup language that allows
developers to easily define custom pages and components for apps built on the
platform. Each tag corresponds to a coarse or fine-grained component, such as a
section of a page, a related list, or a field. The components can either be
controlled by the same logic that is used in standard Salesforce pages,
or developers can associate their own logic with a controller written in Apex.
In an ideas community, a vote means you have either promoted or demoted an
idea. After you vote on an idea, your nickname displays at the bottom of
the idea's detail page to track that your vote was made. You can use your
Recent Activity page to see a list of all the ideas you have voted on.
Vote, Reply
In an answers community, a vote means you either like
or dislike a reply to a question.
Web direct leads is a specific lead source indicating
that the lead was generated when a user, who has bookmarked your website or
directly typed the URL of your website into a browser, filled out the
Web-to-Lead form containing the Salesforce tracking code.
See Custom Links.
Web referral lead is a specific lead source indicating
that the lead was generated when a user navigated to your website using a
referring link on another site and filled out the Web-to-Lead form containing
the Salesforce tracking code. For example, if a user is browsing your
partner's website and clicks on a link to your website, then fills out your
Web-to-Lead form, a Web referral lead is generated. The lead source details
include the referring URL for each Web referral lead.
Functionality that lets you gather customer support
issues and feedback on your company’s website and then generate cases using
that data.
Functionality that lets you gather registration or
profile information on your company’s website and then generate leads using
that data.
A workflow action, such as an email alert, field
update, outbound message, or task, fires when the conditions of a workflow rule
are met.
A workflow rule sets workflow actions into motion when its designated
conditions are met. You can configure workflow actions to execute immediately
when a record meets the conditions in your workflow rule, or set time triggers
that execute the workflow actions on a specific day.
No Glossary items for this entry.
No Glossary items for this entry.
Zone
Zones organize ideas and questions into logical groups, with each zone
having its own focus and unique ideas and questions.
Functionality that lets you gather registration or
profile information on your company’s website and then generate leads using
that data.
A workflow action, such as an email alert, field
update, outbound message, or task, fires when the conditions of a workflow rule
are met.
A workflow rule sets workflow actions into motion when its designated
conditions are met. You can configure workflow actions to execute immediately
when a record meets the conditions in your workflow rule, or set time triggers
that execute the workflow actions on a specific day.
No Glossary items for this entry.
No Glossary items for this entry.
Zone
Zones organize ideas and questions into logical groups, with each zone
having its own focus and unique ideas and questions.
Yorumlar
Yorum Gönder