A
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.
The Activity History related list of a record displays all completed tasks, logged phone calls, saved interaction logs, expired events, outbound email, mass email, email added from Microsoft Outlook®, and merged documents for the record and its associated records.
A collection of keywords and text ads that deliver a highly targeted and potent message. You create and manage your ad groups in Google AdWords.
One or more individuals in your organization who can configure and customize the application. Users assigned to the System Administrator profile have administrator privileges.
The AdWords Customer ID (CID) is the unique account number for your Google AdWords account.
In opportunity reports, the Age of an open opportunity is the number of days since the opportunity was created. For closed opportunities, Age is the number of days between the creation date and the closed date.
In case reports, the Age of an open case is the elapsed time from creation to the present. The Age of a closed case is the elapsed time from creation to the closing time of the case. You can choose to view the Age of a case in days, hours, or minutes.
An analytic 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.
The custom report scheduled to run and load data as records into a custom object.
The custom object that receives the results of the source report as records.
See Quantity Schedule and Revenue Schedule.
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.
See Force.com App Menu.
The AppExchange is a sharing interface from salesforce.com that allows you to browse and share apps and services for theForce.com platform.
Upgrading an app is the process of installing a newer version.
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 have certain attributes. An approval process also specifies the actions to take when a record is approved, rejected, recalled, or first submitted for approval.
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.
Archived articles were published but later removed from public visibility. Article managers can view and manage archived articles on the Article Management tab by clicking the Articles tab in the View area and choosing Archived Articles. Archived articles are not visible in the Articles tab (in any channel) or the public knowledge base. Articles can be archived manually or automatically via an expiration date.
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.
An article-type layout enables administrators to create sections that organize the fields on an article, as well as choose which fields users can view and edit. One layout is available per article type. Administrators modify the layout from the article-type detail page.
An article-type template specifies how the sections in the article-type layout are rendered. An article type can have a different template for each of its four channels. For example, if the Customer Portal channel on the FAQ article-type is assigned to the Tab template, the sections in the FAQ's layout appear as tabs when customers view an FAQ article. For the Table of Contents template, the sections defined in the layout appear on a single page (with hyperlinks) when the article is viewed. Salesforce provides two standard article-type templates, Tab and Table of Contents. Custom templates can be created with Visualforce.
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 custom field type that automatically adds a unique sequential number to each record. These fields are read only.
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.
You can use Boolean operators in report filters to specify the logical relationship between two values. For example, the AND operator between two values yields search results that include both values. Likewise, the OR operator between two values yields search results that include either value.
A lookup that is performed when the lookup field dialog does not have a search term.
The set of data that you can manage offline using Connect Offline.
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 community. 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 community 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 community. An administrator defines separate categories for their ideas and answers communities.
See Data Category for Answers and Data Category for Articles.
Category Group for Answers
In an answers community, 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 community that has four categories: Performance Laptops, Portable Laptops, Gaming Desktops, and Enterprise Desktops. Community 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 community. An administrator defines separate categories for their ideas and answers communities.
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.
§ The internal app. Salesforce users can access articles in the Articles tab depending on their role visibility.
§ The Customer Portal. Customers can access articles if the Articles tab is available in the portal. Customer Portal users inherit the role visibility of the manager on the account.
§ The partner portal. Partners can access articles if the Articles tab is available in the portal. Partner portal users inherit the role visibility of the manager on the account.
§ The 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.
A list of recent activities in Salesforce. Chatter feeds display:
§ On the Chatter or Home tab, where you can see your updates, status updates of people you follow, and updates to records you follow and groups you're a member of
§ On profiles, where you can see updates 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 updates 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: Anyone can see the group's updates, but only members can post updates. Anyone can join a public group.
§ Private: Only members can see and post updates. The group's owner or managers must add members.
Clone is the name of a button or link that allows you to create a new item by copying the information from an existing item, for example, a contact or opportunity.
Cloud Computing
A model for software development and distribution based on the Internet. The technology infrastructure for a service, including data, is hosted on the Internet. This allows consumers to develop and use services with browsers or other thin clients instead of investing in hardware, software, or maintenance.
Sections on detail pages that users can hide or show.
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.
Comment, Chatter
A reply to an update in a Chatter feed.
Connection (for Salesforce to Salesforce)
A business partner that you invite to share data using Salesforce to Salesforce.
Communities help organize ideas and questions into logical groups with each community having its own focus and unique ideas and questions. Professional Edition organizations can have only one internal ideas community. All other editions can have up to 50 communities shared between ideas and answers.
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.
Force.com Connect for Lotus Notes is an add-in for IBM® Lotus Notes® that adds new commands to the Lotus Notes user interface that let you interact with Salesforce.
Product that allows you to integrate Salesforce with Microsoft® Word and Excel.
Force.com Connect for Microsoft Outlook is an add-in for Microsoft Outlook that allows you to interact with Salesforce conveniently from Outlook. Connect for Outlook adds buttons and options to your Outlook user interface.
Product that allows salespeople to use Salesforce to update their data remotely, anywhere, anytime—totally unplugged.
A tab that combines related records into one screen with different frames so that users can view and edit information all in one place.
Objects chosen by an administrator to display in the list view frame of the Console tab. For example, if an administrator adds cases to a console layout, then users whose profiles are assigned to that console layout can see list views of cases in the console's list view frame.
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.
Client-specific data used by some Web applications to store user and session-specific information. Salesforce issues a session “cookie” only to record encrypted authentication information for the duration of a specific session.
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 sidebar in the Service Cloud 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 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.
Customers, Chatter
Users outside of your company's email domains. They have very limited Chatter access and can only see groups they're invited to and interact with members of those groups.
A revised forecasting module that allows organizations to customize forecasts for their organization’s business process.
See App.
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. They 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 community. For example, if you have an answers community for hardware products, your data categories may include laptops, desktops, and printers. Community 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.com.
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).
Parameter for number, currency, and percent custom fields that indicates the total number of digits you can enter to the right of a decimal point, for example, 4.98 for an entry of 2. Note that the system rounds the decimal numbers you enter, if necessary. For example, if you enter 4.986 in a field with Decimal Places of 2, the number rounds to 4.99. Salesforce uses the round half-up rounding algorithm. Half-way values are always rounded up. For example, 1.45 is rounded to 1.5. –1.45 is rounded to –1.5.
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 Console tab'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.force.com.
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.
E
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.
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 event is an activity that has a scheduled time. For example, a meeting, or a scheduled phone call.
A series of events that recur with a regular pattern. For example, you may have a weekly meeting with a customer defined as an event series.
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, 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 the Visualforcepage without modifying any code.
Field updates are workflow and approval actions that specify the field you want updated and the new value for it. Depending on the type of field, you can choose to apply a specific value, make the value blank, or calculate a value based on a formula you create.
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
Files owners can view, download, share, change permission, edit the file, upload new versions of files, make files private, and delete files in Chatter. You own a file in Chatter when you:
§ Upload a file on the Files tab
§ Attach a file to a feed in Chatter
§ Upload a file in Salesforce CRM Content
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
A file shared with your company in Chatter is indicated by the your company icon () and is available to all Chatterusers in your company. All Chatter users in your company can find and view this file.
) and is available to all Chatterusers 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.
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.
Follow
A subscription to a user or record that lets you see related updates in your Chatter feed. Follow a user to see status updates. Follow a record to see posts, comments, and field changes.
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.
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.
A user who can see and work with forecasts below them in either the forecast hierarchy or territory hierarchy.
Forecasts
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.
Built-in formulas that you can customize with input parameters. For example, the DATE function creates a date field type from a given year, month, and day.
Google AdWords™ (http://adwords.google.com) is an online advertising service used to create advertisements that display on major search engines, including Google. Many Salesforce customers advertise online with Google AdWords as a mechanism to generate leads.
Google Apps™ is a suite of on-demand communication and collaboration services hosted by Google and designed for business users. Salesforce integrates key Google Apps services and provides several AppExchange apps that enhance and customize Google-related functionality.
A Google campaign represents a specific marketing program that contains a series of advertisements, messages, and keywords. You create Google campaigns in Google AdWords and track resulting leads, opportunities, and deals in Salesforce.
Google Docs™ allows you to create on-demand documents, spreadsheets, and presentations, edit them in your browser, and work together in real time with other collaborators.
Google Talk™ is Google's instant-messaging tool. When the Google Talk Sidebar Component is activated in Salesforce, Google Talk displays in the sidebar where it can be toggled on, off, or expanded into its own window. You can also log a chat record as an activity on a Salesforce lead or contact record.
A free Web-based email service from Google that operates on all standard browsers and can be used with your company's domain. Also known as Google Mail.
A calendar based on a twelve month structure used throughout much of the world.
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.
H
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 communities 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 the Service Cloud 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. For example, if the focus of a particular community is “Ideas for car features,” an appropriate idea for that community might have the title “Insulated cup holders that keep your beverage hot or cold.” Or, if the focus of a particular community is “Ideas for our company's employee benefits,” an appropriate idea for that community might have the title “On-site day care.”
A workflow action that executes instantly when the conditions of a workflow rule are met.
Interaction Log
An area in the Service Cloud 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.
The International Organization for Standardization country code, which represents each country by two letters.
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.
Keywords are terms that you purchase in Google AdWords. Google matches a search phrase to your keywords, causing your advertisement to trigger on Google. You create and manage your keywords in Google AdWords.
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 the Service Cloud 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 Subjectof a case. The sidebar only displays for Salesforce Knowledge users after administrators set it up.
A landing page is an existing page on your corporate website or a page that you have designed specifically for your Google advertisements. Landing pages typically contain an offer and a Web-to-Lead form.
See Page Layout.
A field on the lead detail page that Salesforce for Google AdWords automatically populates with information about where the lead originated. Salesforce for Google AdWords uses the following lead source values:
| Lead Origin | Lead Source Field Value |
| A click on a Google AdWords advertisement | Google AdWords |
| A click on an organic search listing | Organic {Search Engine} |
| A referring link to your website, such as a partner | Web Referral |
| A user typed in or bookmarked your URL | Web Direct |
Lead tracking provides the ability for Salesforce customers to correlate Google AdWords search marketing efforts with the leads, opportunities, and deals that result from those efforts. Lead tracking is also referred to as Website Lead Tracking.
Parameter for custom text fields that specifies the maximum number of characters (up to 255) that a user can enter in the field.
Parameter for number, currency, and percent fields that specifies the number of digits you can enter to the left of the decimal point, for example, 123.98 for an entry of 3.
Determines the basic attributes of an HTML email template. Users can create a letterhead that includes attributes like background color, logo, font size, and font color.
Library
A file repository in Salesforce CRM Content.
Library Permission
A group of privileges that determines user access within a Salesforce CRM Content library.
To show support for a post in a Chatter feed. When you like a post, you receive email notifications for subsequent comments.
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 Console tab, 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.
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.
The country or geographic region in which the user is located. The setting affects the format of date and number fields, for example, dates in the English (United States) locale display as 06/30/2000 and as 30/06/2000 in the English (United Kingdom) locale.
In Professional, Enterprise, Unlimited, and Developer Edition organizations, a user’s individual Locale setting overrides the organization’s Default Locale setting. In Personal and Group Editions, the organization-level locale field is called Locale, not Default Locale.
Data type of custom field that allows entry of up to 32,000 characters on separate lines.
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. A lookup relationship has no effect on record deletion or security, and the lookup field is not required in the page layout.
A mail merge is the process of generating form letters and other Microsoft® Word documents that are personalized for the recipient, who is often a contact or lead. The content of each document is predefined in a mail merge template. Mail merge templates include variables called merge fields where data from your Salesforce records—for example a contact's name and address—displays in the generated document.
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 and by product, person, or geography.
Meeting Request
See Requested Meeting.
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.
A mention is the @ symbol followed by a person’s name, for example, @Bob Smith. 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 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's First Namefield 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 Console tab'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 Console tab'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.
Navigation Tab
A tab with a drop-down button in the Service Cloud console that lets you select and view object home pages.
Miscellaneous information pertaining to a specific record.
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.
Documents that are hosted by an application service provider and accessed via the Internet. Google's Google Docs service provides on-demand documents.
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.comDatabase.com. 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. An outbound message sends the data in the specified fields in the form of a SOAP message to the endpoint. 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 Web services API.
An overlay displays additional information when you hover your mouse over certain user interface elements. Depending on the overlay, it will close when you move your mouse away, click outside of the overlay, or click a close button.
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 Dependency
This is created when one component references another component, permission, or preference that is required for the component to be valid. Components can include but are not limited to:
§ Standard or custom fields
§ Standard or custom objects
§ Visualforce pages
§ Apex code
Permissions and preferences can include but are not limited to:
§ Divisions
§ Multicurrency
§ Record types
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.
Package Publication
Publishing your package makes it publicly available on the AppExchange.
A package version is a number that identifies the set of components uploaded in a package. The version number has the formatmajorNumber.minorNumber.patchNumber (for example, 2.1.3). The major and minor numbers increase to a chosen value during every major release. The patchNumber is generated and updated only for a patch release. If there is no patchNumber, it is assumed to be zero (0).
Unmanaged packages are not upgradeable, so each package version is simply a set of components for distribution. A package version has more significance for managed packages. Packages can exhibit different behavior for different versions. Publishers can use package versions to evolve the components in their managed packages gracefully by releasing subsequent package versions without breaking existing customer integrations using the package. See also Patch and Patch Development Organization.
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, 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.
The category directly above the category to which a solution belongs.
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 associated with a particular partner account, have limited access to your organization's data, and log in via a partner portal.
Partner Portal
Partner portal allows partner users to log in to Salesforce through a Web portal rather than through salesforce.com.
People
Users in your Salesforce organization. A list of people is available on the People tab in Chatter.
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.
Permission
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.
User information including personal contact information, quotas, personal group information, and default sales team.
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 the 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.
A point is a unit of measurement that represents the popularity of an idea. Each vote for an idea is worth ten points (promote adds 10 points and demote removes 10 points). An idea's total number of points displays to the left of the idea.
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.
Popular Ideas
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.
Post
A top-level comment in a Chatter feed.
A list of products that your organization sells. Available in Professional, Enterprise, Unlimited, 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 the Service Cloud console that displays the main item to work on, such as an account.
An option that displays a page in a print-ready format.
Percentage estimate of the confidence in closing a specific opportunity. Probability is linked to opportunity Stage.
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.
Any item or service your organization sells. Products are defined within a price book, and can be added to opportunities. Available in Professional, Enterprise, Unlimited, and Developer Editions only.
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.
Public Calendar
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.
Published articles are available on the Articles tab in the internal app and, if applicable, in the Customer Portal, partner portal, and public knowledge base. To remove a published article, you can archive it or change its status to “draft” on the Article Management tab. To access published articles on the Articles Management tab, click the Articles tab in the View area and choose Published Articles.
Published Translation
Published translations are articles translated into multiple languages that are available on the Articles tab in the internal app and, if applicable, in the Customer Portal, partner portal, and public knowledge base. To remove a published translation, you can archive it or change its status to “draft” on the Article Management tab. To access published translations on the Articles Management tab, click the Translations tab in the View area and choose Published Translations.
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, and Developer Editions only.
A holding area for items before they are processed. Salesforce uses queues in a number of different features and technologies.
Forecasting based on the projected number of units sold.
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.
The sales goal assigned to a user on a monthly and quarterly 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.
Any product or service you offer to your customers in a quote. Quote line items represent products from the selected price book.
One of the standard profiles to which a user can be assigned. Read Only users can view and report on information based on their role in the organization. (That is, if the Read Only user is the CEO, they can view all data in the system. If the Read Only user has the role of Western Rep, they can view all data for their role and any role below them in the hierarchy.)
Your Recent Activity page contains a summary of all the recent activity that relates to your participation within a community. For example, this page lists all the ideas and comments you have posted to a community as well as the ideas you have voted on. You can view your Recent Activity page by clicking your community 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 field available for certain records that can include some or all of the standard and custom picklist values for that record. Record types are special fields that you can associate with profiles to make only the included picklist values available to users with that profile.
Record Update
An update in a Chatter feed that is the result of a field change on a record that is being followed.
An event that has been created as part of an event series, such as a series of weekly meetings or monthly status reports. See Event Series.
A page that lets you view and restore deleted information. Access the Recycle Bin by using the link in the sidebar.
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.
Any entry within a related list such as a note, contact, or activity.
Objects chosen by an administrator to display in the Console tab'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.
Reply
The response to a question in an answers community. When community members reply to a question, the person who asked the question can mark one of the replies as the best answer to resolve and close the question.
Report
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. 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.com user requests with a contact, lead or person account. When a meeting is requested,Salesforce.com creates 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.com 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.
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, and Developer Editions only.
Assigned responsibility of a user, partner account, or contact for specific accounts and opportunities. Administrators can define user roles in the organization 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.
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 is a Microsoft® Outlook® integration application that lets you log emails in Salesforce. You can also sync contacts, events, and tasks between Outlook and Salesforce. Settings are stored in configurations in Salesforce and may be editable for certain users. After contacts, events, and tasks sync and you add emails, Salesforce for Outlook places unassigned records in the My Unresolved Items page, where you can easily assign them to related Salesforce records.
Salesforce for Outlook Configuration
A Salesforce for Outlook configuration is a set of parameters that determine the data that Salesforce for Outlook users can sync between Microsoft® Outlook® and Salesforce. You can create multiple configurations to simultaneously suit the needs of different types of users. For example, a sales team might want to sync everything, while a manager might only want to sync events. Users may be able to edit some of their own settings.
Salesforce Mobile is a Salesforce feature that enables users to access their Salesforce data from mobile devices running the mobile client application. The Salesforce Mobile 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.
The price of a product on an opportunity. This can be different than the product’s standard or list price.
A sales team is a set of users that normally work together on sales opportunities. A typical sales team might include the account manager, the sales representative, and a pre-sales consultant. You can specify the sales team for each opportunity that you own.
Salesforce for Google AdWords is a Force.com AppExchange app that connects Google AdWords with Salesforce, allowing you to track the effectiveness of your online advertising investments.
Option on any standard, public, or custom report to save the parameters of the report without altering the original report. It creates a new custom report with your saved changes.
Alternative “save” on most pages with which you can save your current changes and create a new entry.
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.
Search phrases are queries that users enter when searching on www.google.com.
A Web portal feature that allows your customers to search your organization’s public solutions to find answers to their questions and to submit new cases to your customer support team.
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 console is designed for users in fast-paced environments who need to find, update, and create records quickly. It improves upon the Console tab by displaying records and related items as tabs on one screen.
Service Cloud Console Integration Toolkit
An API that uses browsers as clients to display pages as tabs in the Service Cloud console; it provides developers with programmatic access to the console so that administrators can extend it to meet your business needs.
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.
Service Contract
Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as warranties, subscriptions, or service level agreements (SLAs).
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.
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.
Option available for reports that lets you show/hide the details of individual column values in report results.
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 Contacts
A feature that allows you to view your contacts' social network profiles directly in Salesforce, so you can get deeper insights into your customers' needs and issues and expand your professional network.
The telephone interface that a Salesforce CRM Call Center user sees in either the sidebar of Salesforce pages or the footer of the Service Cloud console.
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 analytic 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 community 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 community members to see.
Status Update
An update made by posting to the Chatter feed on your profile or Chatter or Home tab, usually to tell other people what you're working on. Your status update displays on your Chatter or Home tab, on your profile, and in the Chatter feeds of people following you.
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.
Summary Field
Standard and custom summary fields defined for a report. Standard summary fields are report columns with one of the following summaries applied: sum, average, largest value, smallest value. Custom summary fields are user-defined custom summary formulas. In addition to showing summarized information, summary fields can be used to define charts and analytic 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.
Sync
Sync refers to transferring and merging your data within Salesforce.com or between Salesforce.com and a desktop or mobile application. For example, you can sync data between Salesforce.com objects, like quotes and opportunities, or with external applications, like Microsoft Outlook, Connect Offline, or Salesforce Mobile.
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.
Tabular reports are the simplest and fastest way to look at data. Similar to a spreadsheet, they consist simply of an ordered set of fields in columns, with each matching record listed in a row. Tabular reports are best for creating lists of records or a list with a single grand total. They can't be used to create groups of data or charts, and can't be used in dashboards unless rows are limited. Examples include contact mailing lists and activity reports.
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 Web services API.
In Salesforce CRM Content, a descriptive label that helps classify and organize content across libraries. Users can view a list of all files or Web links that belong to a particular tag or filter search results based on a tag or tags.
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.
Data type of a custom field that allows entry of any combination of letters, numbers, or symbols, up to a maximum length of 255 characters.
The advertisement that runs on a search engine when triggered by a user entering your keywords. It typically contains an action-oriented message that links from a search engine to your website. You create and manage your text ads in Google AdWords.
A custom field data type that allows entry of up to 255 characters on separate lines.
See Long Text Area.
A workflow action that executes when the conditions of a workflow rule and an associated time trigger are met.
Top All Time Ideas
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 Salesforce CRM Ideas community.
Topics
When you post an update in Chatter, you can associate your update with all other posts and comments on the same subject by adding a topic. A topic is a way to tag and categorize your update so other people can find it more easily. Topics are similar to hashtags used in other social networking sites. Create a topic by typing a hash sign and a word, for example, #leads or #UniversalPaper.
Salesforce supplies a JavaScript tracking code that must be placed on every page of your website. The tracking code automatically correlates website activity and Google AdWords click details with website-generated leads.
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 that your coworkers are discussing right now in Chatter. The more frequently people include a specific topic in their posts and comments 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 inChatter, you may see a trending topic for #Dreamforce. A trending topic usually relates to a one-time or infrequent event that has a spike in activity, such as a conference or a project deadline. A topic that is consistently used in posts and comments over a long period of time isn't considered a trending topic.
Unfollow
To stop following a user or record and stop seeing their updates in your Chatter feed.
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Update
A single activity that displays in a Chatter feed, such as a status update, post, or field change.
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 community 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.
Wildcard
A character that is used in a search term to represent one or more other characters. In most Salesforce searches, the asterisk (*) and question mark (?) can be used as wildcards.
An email alert, field update, outbound message, or task that 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.
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