Glossary of Terms

City of Niagara Falls Salesforce CRM Glossary - Alphabetized
  • @Mention: An @mention (or at mention) is the @ symbol followed by a person’s or group’s name, for example, @Bob Smith or @DocTeam. You can @mention people in Chatter posts and comments. When you @mention someone, the @mention links to their profile, the post or comment displays in their feed, and they are emailed a notification.
  • Activity/Action/Task/Event: An event, a task, a call you've logged, or an email you've sent. You can relate an activity to other records, such as an account, a lead, an opportunity, or a case. In an org with Shared Activities enabled you can relate an activity to multiple contacts. Tasks can also be generated by workflow rules and approval processes configured by a Salesforce admin.
  • App Menu: The App Menu displays tiles linking to all your connected and standard apps in one place, here you can switch from a CSR Console View to a Standard Work Order View
  • App: Short for “application.” A collection of components such as tabs, reports, dashboards, and pages that gives you a personalized view of data that is important to a specific role or department. Apps can be a Console, where you will see Tabs for each record, or Standard, where you will navigate to the record directly
  • Business Contact: A business contact refers to individuals you communicate with within businesses and organizations, such as managers or decision-makers, allowing for targeted communication and relationship management.
  • Case Detail: A series of questions that the Client has answered about a specific service they have requested on the Case. Case Details allow Customer Service and Departments to understand specific details about the request
  • Case Feed: Shows a chronological feed of all actions that have taken place on a Case, such as Record Updates, Emails, Surveys, Work Order Updates, Comments, Tasks and many more.
  • Case: A case represents a resident inquiry or issue that needs resolution. It helps track customer service requests and their status.
  • Chatter: A set of collaboration tools that are woven throughout Salesforce, allowing individuals to work together and share information on records they are working on. Users can join different groups, comment on different objects and data, and share details through chatter.
  • Client: An account represents an organization, company, or individual that you interact with. There are three types of clients: Individual, which represents a single resident or citizen; Business, which represents a commercial entity or business within the municipality; and Department, which represents internal departments within the municipality.
  • Comment: A comment is a response or feedback added to a post or record feed, allowing for ongoing discussion and collaboration among users. Comments can be shared publicly or kept as internal only
  • Dashboards: A dashboard shows data from source reports as visual components, which can be charts, gauges, tables, metrics, or Visualforce pages. The components provide a snapshot of key metrics and performance indicators for your organization. Each dashboard can have up to 20 components.
  • Eligibility Questions: These questions are designed to verify whether a resident meets the necessary criteria for requesting a specific service and help ensure that they are guided to submit the correct service request.
  • Email Notification: An email that's sent when activities happen in Chatter. You can configure theactivities that trigger email notifications.
  • Email Template: A form email that communicates a standard message, such as a welcome letter to new employees or an acknowledgment that a customer service request has been received. Emailtemplates can be personalized with merge fields and can be written in text, HTML, or customformat.
  • Favourites Bar: Allows users to mark frequently accessed records, list views, and other items as favourites for quick access.
  • Global Actions: A group of actions available to you anywhere in Salesforce on the top right of the screen (+ sign) typically, you would use these to Create a Case, Log a Call, Create Contacts, Create Business
  • Global Search: Search more records and fields in Salesforce from the header search box. The global search keeps track of which objects you use and how often you use them and arranges the search results accordingly. Search results for the objects you use most frequently appear at the top of the list.
  • Group: A group 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 in Salesforce for Outlook configurations or Lightning Sync configurations. Users can define their own personal groups. Administrators can create public groups for use by everyone in the organization.
  • Help & Support: Allows you to access documentation and process information about the CRM solution.
  • Home Tab: The starting page from which users can choose sidebar shortcuts and options, view current tasks and activities, or select another tab.
  • Individual: Individuals are types of Clients that are people that are not associated with a business. These are residents, visitors, citizens and anybody who might call / email.
  • Knowledge Article: A knowledge article is a document that contains information on a specific topic designed to help users find answers to common questions or issues. These articles are searchable and can be linked to cases for better customer support.
  • Knowledge Button: A button in the service portal that allows residents to submit a service request directly.
  • Launchpad: A quick way to access your Objects from the home page.
  • List View Dropdown: When clicked, you can see a list view that is available to everyone and personally created list views. Each list view shows a different set of filters, columns, sorting and modes. List View Dropdowns lets you toggle between and search for them.
  • List View Mode: Select from either a Table, Kanban Board or Split view of viewing your records in a list view.
  • List View Pin: allows you to “Pin” a List view, so each time you navigate to the Object, the Pinned list view is always displayed first.
  • List View Search: This allows you to quickly search for records in your currently selected list view
  • List View Setup: These buttons let you Create New, Copy, and Modify the current List Views. List Views can be shared or personally created. Depending on your Profile, you will be able to change or create new list views.
  • List View: This is a list display of items (for example, cases) based on specific criteria. Salesforce provides some predefined views.
  • Navigation Menu: Show a list of Objects available for the current logged in users’ profile. Each App may show different Objects in the Navigation Menu
  • Notifications / Bell: This button shows any notifications of Chatter posts that mention you, Record Owner Assignments, Critical Alerts and Task Reminders
  • Object: An organized collection of information. The underlying architecture of the Lightning Platform includes a database where your data is stored, Objects are Clients, Cases, Contacts, Tasks, Work Orders and many more
  • 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.
  • Owner: Individual user to which a record (for example, a lead or opportunity) is assigned. The owner determines which users can update or view the record. The Owner of a record can sometimes be a Queue.
  • Path: displays the Workflow of Statuses the current Record is enacting. Path values will vary based on the Object and Type of Request.
  • Post: A post is a message shared within Chatter or on a record's feed, enabling users to communicate updates or ask questions about specific records. Posts can include links, mentions, and attachments.
  • Profile: 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.
  • Publisher Action Bar: show a collection of common tasks that need to be performed on a record.
  • Question Templates: A template used to organize and standardize the questions asked to gather information required to fulfill a service request.
  • Queue: A queue in Salesforce is akin to a “holding pen” for records that aren’t yet assigned to an individual.
  • Quick Actions: displays a row of buttons that are functions that are available for the user to perform on the record. The available Quick Actions for a Record may vary based on the user’s profile, status of the record and type of record
  • Record Detail: A record detail page includes details about a Salesforce record, such as a case. Examples of details include the record owner, contact information, and case details.
  • Record Highlight: Shows key information about your Record
  • Record Subtabs: When opening a record in a console view, Salesforce will open a Workspace Tab and subsequent records associated with the Workspace Tab in Subtabs. This allows you to organize your research about a Client’s history under several subtabs without cluttering your Workspace Tabs.
  • Record Tab: When opening a record in a Console App, Salesforce will open primary records in a Record Tab/Workspace Tab. These tabs let you open multiple records in the same browser window, ensuring you can have all the information you need to multitask and perform complex research and investigations
  • Record: A single instance of a Salesforce object. For example, “John Jones” might be the name of a
    contact record.
  • Related List: 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.
  • Reports: A report is a list of records that meet the criteria you define. It’s displayed in Salesforce in rows and columns and can be filtered, grouped, or displayed in a graphical chart. Every report is stored in a folder. Folders can be public, hidden, or shared and can be set to read-only or read/write. You control who has access to the contents of the folder based on roles, permissions, public groups, and license types. You can make a folder available to your entire organization or make it private so that only the owner has access.
  • Sandbox: A nearly identical copy of a Salesforce production organization for development, testing, and training. The content and size of a sandbox vary depending on the type of sandbox and the edition of the production organization associated with the sandbox.
  • Service Types: Service types categorize the types of services provided, such as maintenance or emergency repairs. Each service type has specific workflows and requirements, enabling better tracking and reporting of service requests.
  • Status: Status indicates the current state of a record, such as a case or task, helping users track progress and prioritize actions. Common statuses include Open, In Progress, and Closed.
  • Survey Response: Records that are linked to a Case that will show the CSAT score of the Client
  • Survey Templates: Survey Templates can be created with a set of Questions that a Case Client can fill out to indicate their customer satisfaction.
  • Tab: On a record detail page, tabs will have extra details of the record you are viewing
  • Task: Tasks in Salesforce represent actions that have been taken or will be taken regarding a record in Salesforce. An example of a task might be a phone call to a lead or a marketing email sent to and opened by a contact.
  • Trailhead Menu: Allows you to access training from the Salesforce.com site Trailhead, contextually from the screen you are on. Training is free, and interactive and will provide users with quick and valuable tips on how Salesforce can be used
  • User Profile Badge: This button allows you to access settings that you can adjust to personalize your experience in Salesforce, such as Email preferences, signatures, notifications, User Profile, language, time zone, and more.
  • Utility Bar: Utility Bar will change based on your profile and App. Here you. Can access quick tools to view list views, execute macros, log in and log out of OmniChannel, Telephony Integrations and many more.
  • Work Order Templates: Work order templates are standardized formats for creating work orders. They ensure that all necessary information is included and reduce errors during data entry.
  • Work Orders: A work order provides information about a maintenance task and outlines the process for completing it. Work Orders can be linked to Cases that indicate specific actions that the Work Order Owner should complete to resolve or help resolve the Case.
  • Workspace Tab: When opening a record in a Console App, Salesforce will open primary records in a Record Tab/Workspace Tab. These tabs let you open multiple records in the same browser window, ensuring you can have all the information you need to multitask and perform complex research and investigations.