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Glossary

CRM 1.2
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The following is a glossary of terms used in this SDK.

Term Definition
access levels A security role setting that determines for a given object type at which levels within the organization hierarchy a user can act on that object type.
access privilege An access policy against a specific entity.
access right A specific right assigned to a user for a business object. Primary examples are read, write, append, delete, share, and assign.
account An entity to whom the salesperson tries to sell a product or service. It is the entity that is billed in business transactions. It can be an individual person or a business.
activity A task performed, or to be performed, by a system user. An activity can be thought of as any action for which an entry can be made on a calendar.
address Stores address and shipping information for a customer. This entity is used to store additional addresses for an account.
append An access privilege available in Microsoft CRM that enables users to attach objects to the selected object. The Append and Append To access privileges are actually a pair of privileges that work in combination with each other. Each time a user attaches one object to another, the user is accessing both of these privileges. For example, when you attach a note to a case, you must have the Append privilege on the case and the Append To privilege on the note for the operation to work.
application instance An application instance (or instance) is a customized implementation of a Microsoft CRM application (plus any partner-defined functionality outside the scope of Microsoft CRM) using the core Microsoft CRM services. An instance uses a single store or service deployment unit, typically a database or database cluster.
appointment A commitment representing a time interval with start/end times and duration.
article A text-based piece of content in the knowledge base.
assign To specify the owner of a record, such as an account or case, or an activity, such as an e-mail message or phone call. Users can assign cases and activities to either a user or a queue.
attribute The name or structure of a field in a database entity. For example, lastname, firstname, and phone are attributes of each record in a PhoneList entity. The size of a field and the type of information it contains are also attributes of a database record.
availability The periods of time when a resource can be scheduled to participate in a service activity.
basic A privilege level that specifies the user has access to objects the user owns or shares. Basic is the privilege level with the fewest privileges. The application refers to this level as User.
business An entity that provides goods and/or services to others.
business process A specified sequence of steps required to complete a complex task, such as creating a contract. A business process can be performed manually or through the use of a workflow rule.
business unit A business, division, or department in the Microsoft CRM database. Business units own all objects implicitly. The database maintains this ownership on behalf of the platform.
callout Custom business logic that augments or modifies the standard behavior of the Microsoft CRM system. A callout is triggered by an event such as create, update, or delete.
campaign A container into which a business can attach campaign activities, campaign responses, sales literature, products, and lists to create, plan, execute and track the results of a specific marketing campaign through its life.
campaign activity This entity represents the steps of a Campaign with owner, partner, budget, timelines and other information. These could be created both for planning as well running a camapign purposes.
campaign response This entity captures responses from existing or potential new customers for a campaign.
capacity The ability of a resource to produce an amount of output in a specified amount of time.
case This entity has information about incidents associated with contracts.
case resolution Special type of activity that includes such information as the description of the resolution, billing status, and the duration of the case.
child business unit A business unit that is immediately under another business unit in the business hierarchy of an organization.
competitor An entity defined within an organization that might compete for sales opportunities with your business unit. You can create a competitor record that contains information about a competitor, including strengths and weaknesses, and then associate that record with opportunity, product, and sales literature records, so that it is readily available when you need it.
condition The state of an expression or a variable (for example, when a result can be either true or false, or equal or not equal).
contact A person with whom a business unit has a relationship (for example, a customer, a supplier, or a colleague).
contract An agreement to provide support during specified coverage dates or for a specified number of cases or length of time. When customers contact customer service, the level of support they receive is determined by their contract.
contract line A line item detail that specifies the type of service a customer is entitled to.
contract template A template for a contract containing the standard attributes of a contract.
customer The account or contact with which a business unit conducts a business transaction.
customer relationship Relationship between a customer and a partner in which either can be an account or contact.
customer service The functionality to ensure that customers of a business, both individuals and other businesses, can keep in communication with that business to ensure that they receive appropriate levels of service before, during, and after purchasing the business’ products or services.
customer service representative A security role users can be assigned in Microsoft CRM. A customer service representative (CSR) provides service to the customers of the organization or business unit through the opening and resolution of cases, among other activities.
customization The modification of or additions to entities, attributes, forms, and views in the Microsoft CRM application as it was shipped.
deep A privilege level that specifies the user has access to objects within his or her business unit and down the business unit hierarchy. The application refers to this level as Parent: Child Business Units.
deployment A deployment is a single installation of Microsoft CRM.
discount Price reduction made from the list price of a product or service based on the quantity purchased.
discount list Type of discount specified as either a percentage or an amount.
draft A status that indicates an article is being written.
draft status An incomplete record that is saved.
duration The amount of time that a record is in affect.
dynamic entity A programming construct that supports writing code that will work with entities that are not yet defined.
e-mail An activity that is delivered using e-mail protocols.
e-mail template A template for an e-mail message that contains the standard attributes of an e-mail message.
entity A concrete or abstract thing represented by a noun, like Employee, Customer, or Order. An entity manages data for a Microsoft CRM application.
entity name The name that uniquely identifies an entity.
equipment The tools or assets used to perform a service activity.
facility A physical space, such as a conference room or service bay, where a service activity can be performed.
facility/equipment A resource that can be scheduled.
fax An activity that tracks call outcome and number of pages. Optionally stores the electronic copy of the actual document.
Fetch The XML-based query language that is used to retrieve information from the Microsoft CRM database.
filtered view A view of data in the Microsoft CRM database used for reports and exported dynamic Microsoft Office Excel files. When users view a report or file that uses a filtered view, they can see only the data that they have permission to view.
fiscal period Divisions of the fiscal year, usually monthly, quarterly or semiannually, when transaction information is summarized and financial statements are prepared.
fiscal year A span of time during which the financial activities of an organization are calculated. A fiscal year is divided into fiscal periods, typically defined as semesters, quarters, or months. The organization determines the dates that begin and end its fiscal year, which may not correspond to a traditional calendar year. When a salesperson is assigned a quota in Microsoft CRM, the timeframe for achieving the quota is based on the fiscal year of the organization.
global A privilege level that specifies the user has access to objects anywhere within the organization. The application refers to this level as Organization.
IFRAME A windowless inline floating frame, typically used for including Web pages, such as a page from a Sharepoint site, a section of HTML such as a button, or a custom application, in a form.
impersonation The ability of an operating system process or thread to run temporarily in the security context of a specific caller and gain authorized access to resources using that identity.
incident (case) A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it.
invoice An order that has been billed. It is also a record of a sale to an account, including details about the products or services purchased.
ISV configuration file A configuration file, isv.config, that can be used to update the navigation structure of Microsoft CRM, including adding custom buttons, tabs, and menus to entities.
KB See other term: knowledge base
keyword A word associated with an article in order to identify the article in a search.
kit A product that is comprised of a grouping of other products.
knowledge base A feature in Microsoft CRM that provides a process for drafting, submitting, reviewing, and publishing articles about an organization's products and services. Users with manager-level security privileges can approve, reject, add comments to, and unpublish articles that are submitted for review.
lead A prospect or potential sales opportunity. Leads will be converted into accounts, contacts, or opportunities if they are qualified. Otherwise they are deleted or archived.
letter An activity that tracks the delivery of a letter. The activity can contain the electronic copy of the letter.
license A set of the Microsoft CRM application functionality that an organization purchases. Each license type is associated with a group of privileges.
local A privilege level that specifies the user has access to objects within his or her own business unit. The application refers to this level as Business Unit.
logical operator In a query, a connector between two expressions, two subclauses, or a combination of an expression and a subclause. There are three primary logical operators: AND, OR, NOT.
Marketing Automation Automating the business processes involved in marketing: creating and launching campaigns, targeting markets, collecting and analyzing responses, and adding the responses to the Microsoft CRM system.
marketing list This is a reusable grouping of an existing or potential customers created for marketing campaign or generic sales purposes.
metadata Information about the properties of data, such as the type of data in a column (numeric, text, and so on) or the length of a column. It can also be information about the structure of data or information that specifies the design of objects such as cubes or dimensions.
Microsoft CRM A browser-based customer relationship management (CRM) application used to automate sales and marketing functions and to manage sales and service activities in an organization. Microsoft CRM is accessible from the Web and from Microsoft Office Outlook, through Microsoft CRM client for Outlook.
Microsoft CRM client for Outlook A client application that provides a subset of the Microsoft CRM application functionality within Microsoft Office Outlook. Microsoft CRM synchronizes a local copy of a user's contacts, tasks, appointments, and e-mail data with Outlook.
Microsoft CRM Data Migration Framework A set of tools designed to move data from a source system into a destination system.
notes A small item of information that can be appended to any business object. Notes can be appended to one and only one object.
opportunity A potential revenue-generating event, or sale to an account, that needs to be tracked through a sales process to completion.
opportunity product An association between an opportunity and a product.
opportunity relationship Description of the relationship between an account or contact and an opportunity.
order A quote that has been accepted.
order product A line item in a sales order.
organization The top level of the business hierarchy. The organization is divided into business units. There can be only one organization per deployment.
parent A business unit or entity that has a relationship to a lower-order business object or entity.
participant A user linked to an appointment or service activity. A user could be the owner, organizer, required resource, or optional resources for the appointment or resource.
party A user linked to an appointment or service activity.
phone call An activity to track a telephone call.
price list Entity that defines pricing levels.
price list item Information about how to price a product in the specified price level, including pricing method, rounding option, and discount type based on a specified product unit.
private A setting that hides an object from all users except the owner of the object and any users who have had the object explicitly shared with them.
privilege A permission to perform an action in the Microsoft CRM system on a specific entity. The platform checks for the privilege and rejects the attempt if the user does not hold the privilege.
process A definition for an automated workflow consisting of steps, including the actions the workflow should take at each step, and the rules the workflow should use to proceed to the next step.
process instance A running instance of a process.
process template A process that is not intended to be run, but is used as a starting point to create other processes.
product This entity has information about products and their pricing information.
product catalog A compilation of the products that are available for sale.
public The setting that gives anyone with the proper security role access to view and edit an item.
query A formal question that can be submitted to the database to retrieve the results.
queue A holding container for work items. There are queues that contain cases and activities in the Workplace, and queues of articles in the knowledge base.
quick campaign A communication method of creating a single activity that can be distributed to multiple customer records, in order to expedite sales communication. Quick campaigns are located in the Sales and Marketing panes, and are intended for salespeople to use without needing the support of a marketing department.
quota A revenue objective specified as a monetary amount that has been assigned to a salesperson for a specified fiscal period.
quote A formal offer for products or services, proposed at specific prices and related payment terms.
relationship role A definition of one side of a business relationship between accounts, opportunities, or contacts.
reports A collection and grouping of business data that answers a question or aggregates data in some way.
resource A user that performs a service, or the equipment or facility that is required for a service.
resource group Two or more resources (users, facilities, or equipment) that can be scheduled interchangably.
role Grouping of security privileges. Users are assigned roles that authorize their access to the Microsoft CRM system.
sales literature This entity stores sales literature. One sales literature may contain multiple documents.
salesperson A security role that users can be assigned in Microsoft CRM. A salesperson is responsible for finding and/or qualifying leads, and working with opportunities, accounts, and contacts in order to generate sales revenue, among other activities.
schedule Verb: To cross-reference resource schedules to find a period of time available for a service activity. Noun: A list of times that a resource is available for work. Also, a list of service activities for a specific period of time.
security principal Represents a user or team. It is essentially an object that can be assigned a business object for ownership.
security role A defined set of access privileges. The security role assigned to a user determines which tasks the user can perform and which parts of the user interface the user can view. All users must be assigned at least one security role in order to access the system.
selection rule A set of criteria that specifies which personnel, equipment, facilities, or resource groups are required to perform a service, or how to select these resources, based on parameters like quantity and capacity.
service A type of work performed for a customer by one or more resources. Services are scheduleable activities.
service activity An activity offered by the organization to satisfy its customer's needs. Each service activity includes date, time, duration, and required resources.
service calendar A scheduling component of Microsoft CRM that is used to view and manage appointments and service activities. You can view a day, week, or month at once.
service level The support that customer service is required to provide for a case. The service contract a customer purchases determines the service level for its associated cases.
service restriction A limitation of when a resource can perform a specific service.
service rules The collection of service restrictions imposed on a resource.
share To allow another user or team to have a specified amount of access to a record, such as a case, account, or contract. For example, you can share an account with a team and specify that its members can read the account record, but cannot have write access to it.
site A business location to which resources are assigned. A site is used to ensure that all resources required for a service are in the same physical location.
Site Map An XML representation of the structure of the Navigation Pane in Microsoft CRM, including the areas, groups, and subareas where entities are displayed, and the privileges associated with each subarea.
status The state of a record or activity. For example, a case can be Active or Resolved, and an e-mail activity can have a status of Draft or Sent. Status is also used by workflow rules to determine when to move to the next stage in a workflow or sales process.
status reason The description of the status of a record or activity. For example, if a case has a status of Active, the status reason could be Researching or Waiting for Details. The options available are based on what type of record is open and the status of the record.
subject Information regarding subjects available in the system.
system entity An entity that is part of Microsoft CRM by default, such as Accounts.
task A generic activity representing work needed to be done.
team Group of otherwise unrelated system users. Teams can be used to control access to specific objects.
template A framework for an e-mail message, contract, or article. Templates are used to ensure consistent layouts and content in similar types of documents.
territory This entity stores territories to represent sales regions.
unit Unit of measure.
unit group Grouping of units.
user A person with access to the Microsoft CRM system and owns objects in the Microsoft CRM database.
view A filter applied to a list of records. Users can choose different views that contain all the records or activities of a particular type or that are a subset of that type.
Web service A unit of application logic that provides data and services to other applications that can be invoked using standard Internet transport protocols such as Hypertext Transfer Protocol (HTTP), Simple Mail Transfer Protocol (SMTP), or File Transfer Protocol (FTP). Web services can perform functions ranging from simple requests to complicated business processes.
Web Service Description Language (WSDL) An Extensible Markup Language (XML) grammar that developers and development tools use to represent the capabilities of an XML Web service.
workflow The automation of business processes, where business documents and tasks are automatically passed from one user to another for action, according to a set sequence.
workflow rule A set of action steps in a business process or sales process. Workflow rules determine the required activities for a workflow and the order in which those activities must be performed.


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