Companies that might do business with your organization.

The process of making a quote available to send to a customer. Before you send your quote to a customer, you must activate it.

General term used to describe interactions with your customers or potential customers. Activities can be created to remind a user to communicate with a customer or to record a communication that has already occurred. Eight types of activities exist natively, including task, fax, phone call, e-mail, letter, appointment, service activity, and campaign response.

Units of service, such as a case or a range of coverage dates, specified in a service contract that indicate how much access a customer has to customer service.

Text-based content stored in the knowledge base.

Properties of an entity with a specific data type. Attributes are analogous to columns in a database table. When attributes are added to an entity form, they are displayed as fields that correspond to their data type.

An activity associated with a specific campaign, such as a letter, fax, or phone call. Campaign activities include campaign-specific information, and must be distributed to create the individual activities for users to perform.

A record of the communication you receive from a potential customer in response to a specific campaign.

A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it.

People who represent customers or potential customers, or individuals related to accounts; for example, individuals who purchase products or services for their own use, or an employee of an account. A contact may also be a person involved in a business transaction, such as a supplier or a colleague.

Line items in contracts that describe the service support to be provided. A contract line often includes pricing information and how support will be allotted.

A framework for a contract used to ensure consistent layouts and content in similar contracts.

An agreement to provide support during specified coverage dates or for a specified number of cases or length of time. When customers contact customer service, the level of support they receive is determined by their contract.

Turning a qualified lead into an Account, Contact, and/or Opportunity record.

An account or contact with whom business units conduct business transactions.

A way of relating customer records to other customer records. Customer relationships are reciprocal. The relationship defined for one record is also available in the other customer record.

To send a mass-mailing of the same message by using Microsoft Dynamics CRM e-mail templates to multiple e-mail recipients.

A file that contains information about how data from a source system corresponds to data in Microsoft Dynamics CRM.

To create campaign activities for each account, contact, or lead in a marketing list associated with a campaign, and then to assign the activities to the specified owners, or to perform the activities automatically (such as sending e-mail messages).

A value that updates in real time. A dynamic export can be refreshed with the latest data from the Microsoft Dynamics CRM database.

A framework for an e-mail message, used to ensure consistent layouts and content in similar e-mail messages.

Streamlines data entry when creating new records that are associated with another record. When an entity has an entity relationship with another entity, you can create new related entity records from the associated view visible on the primary entity. When the user creates a new record from an associated view, mapped data from the primary entity record is copied to the form for the new related entity record.

Automatically adding products from an Opportunity to a Quote.

The act of connecting back to the Microsoft Dynamics CRM server from the offline client for Microsoft Dynamics CRM.

The act of disconnecting from the Microsoft Dynamics CRM server, providing the ability of working with a subset of data while not connected.

Activities that have been completed or closed.

A repository of an organization’s information. This information is stored as articles, and is organized by subject.

A resource through which your company obtains leads.

A potential customer who must be qualified or disqualified as a sales opportunity. If a lead is qualified, it can be converted to an opportunity, account, and/or contact.

Accounts, contacts, or leads included in a marketing list.

A set of filters that determines what data is available offline and stored on the local computer.

A field that allows you to choose a value from data stored in a related entity.

Short text descriptions or file attachments related to a record.

Marketing programs that use multiple communication vehicles, intended to increase awareness of your company, products, or services.

Lists of accounts, contacts, or leads that match a specific set of criteria.

Additional addresses for an account or a contact record.

A potential revenue-generating event or sale to an account that needs to be tracked through a sales process to completion.

A confirmed request for delivery of goods or services based on specified terms. An order is a quote that has been accepted by a customer.

An account record that is in a hierarchical relationship with a child record, where a reference to the record is stored in the child record. One parent account record can be related to many child records.

A compilation of all products that are available for sale.

Holding containers for activities that need to be completed. Some queues contain cases and activities in the Workplace, and some are articles in the knowledge base.

A marketing communication method that creates a single activity for distribution to a group of marketing lists, accounts, contacts, or leads.

A mechanism to quickly search for records in the database.

A formal offer for products or services, proposed at specific prices and related payment terms, which is sent to an opportunity, account, or contact.

Used to link the activity to another record so that you can view the activity from the record. If you create a new activity from a record, this is automatically filled out.

Opening a previously closed opportunity for further exploration.

To allow another user or team to have a specified amount of access to a record, such as a case, account, or contract. For example, you can share an account with a team and specify that its members can read the account record, but cannot have write access to it.

A value that remains the same and does not update in real time. A static export cannot be refreshed with the latest data from the Microsoft Dynamics CRM database.

A record in a hierarchical relationship with a parent account where a reference to the parent account is stored in the sub-account record. One parent account record can be related to many child account records, or sub-accounts. Sub-account records have lookup fields in the form to allow them to be related to a parent record.

Categories used in a hierarchical list to correlate and organize information. Subjects are used in the subject tree to organize products, sales literature, and knowledge base articles.

To link between a record in Microsoft Dynamics CRM and Microsoft Office Outlook. Records that are marked for tracking are updated in both applications, including creating new activities.

A filter applied to a list of records. Users can choose different views that contain all the records or activities of a particular type or that are a subset of that type.

An Internet browser–based client for Microsoft Dynamics CRM.

A product that you add to a quote as you are creating it, without first needing to configure all of the details in the product catalog.

A pane in the navigation pane that contains the work a user has been assigned, is currently working on, and is available in queues to which the user has access. Users can accept, assign, and delete assignments from here. Users can also access their calendars and the knowledge base.