access control

The set of Oracle CRM On Demand mechanisms that control the records to which the user possesses access and which operations the user can perform on the records.

account

A financial entity that represents the relationships between a company and the companies and people with whom the company does business.

account team

Users who possess access to the account record. A user who is assigned to the account is a member of the account team.

ActiveX

A loosely defined set of technologies developed by Microsoft for sharing information among different applications.

ActiveX control

A specific way to implement ActiveX technology. It denotes reusable software components that use the component object model (COM) from Microsoft. ActiveX controls provide functionality that is encapsulated and reusable in programs. They are typically, but not always, visual in nature.

activity

A task that a user must track. Examples include a to-do item, email sent to a contact, or an appointment with a contact.

activity (Oracle CRM On Demand)

An object in Oracle CRM On Demand that organizes, tracks, and resolves a variety of work, from finding and pursuing an opportunity to closing a service request. An activity also captures an event, such as scheduling a meeting or appointment that occurs at a specific time and is displayed in the calendar.

appointment (Microsoft Outlook)

A record in the Microsoft Outlook calendar or Oracle CRM On Demand application calendar that reserves time to perform something, such as an appointment to schedule a meeting with a customer or to reserve time to complete work in a given period.

attendee (Microsoft Outlook)

A person included in the appointment, such as an organizer or a participant.

authentication

The process of verifying the identity of a user.

business object

A logical representation of Oracle CRM On Demand entities, such as accounts, opportunities, activities, and contacts, and the logical groupings and relationships among these entities. A business object uses links to group business components into logical units. The links provide the one-to-many relationships that govern how the business components interrelate in this business object. For example, the opportunity business object groups the opportunity, contact, and activities business components.

business object (activity)

The object that is the parent of or related to the activity, for example, a service request, opportunity, marketing campaign, order orchestration process, and so on.

business object (interaction)

The object that is the focus of the communication between the customer and the organization. For example, a service request, opportunity, contract, and so on.

child business component

A business component that represents the many in the one-to-many relationship between two business components in a parent-child relationship.

child record

An instance of the child business component.

contact

A person with whom a user might be required to phone or email to pursue a selling relationship. Various business objects can refer to a contact, but this reference does not require a relationship between the customer and contact. In Oracle CRM On Demand, a contact attribute in the context of a business object is a party that might or might not have a relationship defined. In Microsoft Outlook, a contact attribute in the context of a business object is the same as the Contact folder. Therefore, a contact can be a consumer and can also be a user of an organization.

contact points

Methods of contacting a contact other than through a postal address, such as email, telephone, and fax.

CRM (Customer Relationship Management)

A software application that helps a business track customer interactions.

CRM contact

A contact whose details are recorded within a CRM application.

current view

The Microsoft Outlook view that displays content from the Microsoft Outlook folder that is currently chosen.

custom view

A view that a user creates to control the amount of detail that displays in a particular folder. The user can create a filter or change the order of the columns and how the columns are arranged in the new custom view.

customer

A party with whom a user maintains a selling relationship. This party can be an organization or a person. Various business objects can refer to a customer. In Oracle CRM On Demand, a customer attribute in the context of a business object can be a person or an organization that includes the party usage type of Customer. In Microsoft Outlook, a customer attribute in the context of a business object can be an organization or a contact that is flagged as a consumer.

customer team

A group of users from the deploying organization or partners who actively work with a customer, including nonsales personnel, such as product marketing, partners, or customer service.

customization

The process of changing the definition of Oracle CRM On Demand Desktop.

customization package

A logical collection of metadata files that are associated with a particular responsibility. A customization package is released to the client computer.

data synchronization

The process of checking for differences between two or more different sets of data, then updating the data sets so that the data in each set is consistent.

form

A generic concept that Microsoft Outlook uses to present information about a single record and data related to that record in a form layout. Each control in the form is a separate attribute or collection of related data. A form can also support different tabs so that details of a child record can be displayed as separate lists.

ConversationId

An attribute on an appointment record in Microsoft Outlook that the user can use to correlate shared appointments between meeting attendees. Meeting attendees in Microsoft Outlook include their own copy of the appointment, but all copies include the same value for the ConversationId.

hash value

A fixed-size string that is obtained as a result of cryptographic transformation from a cryptographic hash function.

homepage

A user interface component in Microsoft Outlook that displays a collection of information from Microsoft Outlook and CRM applications, and potentially external Web content that is embedded.

household

Provides a way to group consumers.

inbound Web service

A Web service that Oracle CRM On Demand makes available.

incremental synchronization

An incremental synchronization is a synchronization session that occurs any time after the initial synchronization.

interaction (Oracle CRM On Demand)

The tracking of customer communications with an organization in the context of the channels through which that communication occurs and the business objects to which they refer. An interaction can take the form of a phone call, email, chat request, Web collaboration, or communication through another channel.

interaction (Oracle CRM On Demand Desktop)

Provides a historical view of the communication that occurred. For example, the Sales team uses interactions to capture communications with a customer during the sales cycle.

interactive authentication

A type of authentication in Oracle CRM On Demand Desktop SSO that displays a separate Oracle CRM On Demand Desktop SSO Login dialog box in the client.

installation package

An installation executable that includes the application binaries and any necessary instructions for completing the customization package installation in Microsoft Outlook. It also includes details that are required to connect the application server for the initial synchronization.

lead

An unqualified sales opportunity that often represents the first contact in the opportunity management process. After a lead is qualified it can be converted to an opportunity.

list view

A generic concept in a PIM application that presents information in a list. Each row in the list is a separate record and each column in the list is a separate field in the record.

logging profile

A logging profile is a set of parameters that determine logging settings.

lookup control

A control that is available in Microsoft Outlook that allows the user to view records in a list, then choose one or more records to associate with the current item. To identify a subset of data from which to choose the data, a lookup control typically includes the capability to specify a search condition.

meeting

An appointment in Microsoft Outlook that includes at least one participant.

metadata files

XML files that hold information on how the user experience must be shaped. Oracle CRM On Demand Desktop uses metadata files to perform field mapping with the user interface, lookup controls in the user interface, application object mapping, and general representation of the user interface.

Microsoft Outlook data

Data that is created in the native Microsoft Outlook application.

Microsoft Outlook folder

A folder in Microsoft Outlook that contains a collection of data, such as email messages in the Inbox folder, or sent email messages in the Sent Items folder. In the context of this book, a Microsoft Outlook folder might also contain Oracle CRM On Demand data.

Microsoft Outlook object

An entity that is native to Microsoft Outlook. Examples of Microsoft Outlook objects include an email, appointment, contact, and so on.

Microsoft Outlook add-in

A program that performs important work, including storing and displaying Oracle CRM On Demand data in native Microsoft Outlook and synchronizing PIM and non-PIM data with the Oracle CRM On Demand server.

See also PIM, Oracle CRM On Demand server.

Microsoft Outlook portlet

A portlet that uses data in a Microsoft Outlook folder that includes a custom view filter. The Microsoft Outlook portlet includes ActiveX characteristics.

Microsoft Outlook standard view

A default Microsoft Outlook view that exists without Oracle CRM On Demand Desktop. A Microsoft Outlook view provides different ways of viewing the same information in a folder by placing the information in different arrangements and formats.

noninteractive authentication

A type of authentication in Oracle CRM On Demand Desktop SSO that reuses the login name and password from the Oracle CRM On Demand Desktop Login dialog box.

offline

A mode in which the user uses Oracle CRM On Demand Desktop but does not possess access to the Oracle CRM On Demand server. When in offline mode, Oracle CRM On Demand Desktop uses data in the local data to perform operations. Synchronization is delayed until the user is online.

online

A mode in which the user uses Oracle CRM On Demand Desktop while connected to the Oracle CRM On Demand server and synchronizes data with the Oracle CRM On Demand server at regular intervals, or when the user performs an update. Similar to offline mode, when in online mode Oracle CRM On Demand Desktop uses data in the local data store to perform operations.

online lookup

An Oracle CRM On Demand Desktop feature that allows you to search and view all records visible to you in the Oracle CRM On Demand Desktop database while you are connected to your network.

opportunity

A qualified sales engagement that represents potential revenue where a sales representative is willing to officially commit to the pipeline and to include revenue in the sales forecast. The sales representative monitors the opportunity life cycle. This representative might be compensated depending on the results of cumulative sales and potentially on how well the representative maintains details about the opportunity.

organization team

Includes the sales groups who possess ownership of the associated prospect, customer, or products with the opportunity. It can also include those who are working on a certain size of deal or with a specific sales stage and the partner organizations that can help to close the deal.

organizer

In Microsoft Outlook, the person who created the appointment.

Oracle CRM On Demand

Oracle's customer relationship management (CRM) solution that hosts CRM data and provides CRM functionality in a hosted Oracle CRM On Demand environment.

Oracle CRM On Demand data

Business data that is created in the Oracle CRM On Demand Desktop, data that is created in Oracle CRM On Demand, or data that resides on the Oracle CRM On Demand server. Examples include an opportunity, account, or activity.

Oracle CRM On Demand Desktop

A solution provided by Oracle that includes modifications to the standard Microsoft Outlook capabilities that allows the user to work with Oracle CRM On Demand records and business processes.

Oracle CRM On Demand server

The server that runs Oracle CRM On Demand. The Oracle CRM On Demand server processes business logic and data access for Microsoft Outlook.

participant

In native Microsoft Outlook, the person who is invited to the meeting.

participant of interaction

The people who participate in an interaction. The participant can include an internal representative of the organization, such as a resource, agent, sales representative, and so on. The participant can also include an external representative, such as a customer, contact of a customer, account, or a site. In a help desk or in a user self-service application, a participant can be a user.

personalization

The process where the user tailors the user interface and behavior of Microsoft Outlook.

PIM

Personal Information Manager, an application that typically helps a user to manage a list of contacts, calendar entries, email, and so on. Microsoft Outlook, Google email, and Thunderbird are examples of PIMs.

personal information manager (PIM)

See PIM.

PIM data

Personal information that refers to data that is stored in native Microsoft Outlook that relates to contacts, appointments, and so on.

portlet

A user interface component that is managed and displayed in the home page. The home page is composed of multiple portlets.

recipient

The person who receives an email.

record

A specific instance of the business component, also known as an Oracle CRM On Demand record, or an object in native Microsoft Outlook, also known as a Microsoft Outlook record.

Pin Mode for Records

An Oracle CRM On Demand Desktop feature that enables you to temporarily keep synchronized Oracle CRM On Demand Desktop records in Microsoft Outlook.

role

An entity in Oracle CRM On Demand that determines which views the user can access in Microsoft Outlook. For example, the role of the sales representative allows the user to access the My Opportunities view, whereas the role of the Oracle CRM On Demand application developer allows the user to access administration views. An Oracle CRM On Demand application developer or system administrator defines the responsibilities.

sales team

The users who possess access to an opportunity record. A user who creates the opportunity record is automatically part of the sales team. Other users can also be assigned to the sales team so that they can collaborate on the opportunity.

side pane

A user interface component that is available in native Microsoft Outlook, which is analogous to a task pane or action pane in Oracle CRM On Demand. This region of the user interface is typically available on the right side of the user interface. It displays a collection of data and actions that are appropriate for the context in which the user accesses data. The user can interact with this data.

Simple Object Access Protocol (SOAP)

See SOAP.

single sign-on

An authentication process that permits you to enter one name and password in order to access multiple applications.

SOAP

Simple Object Access Protocol, a protocol that allows a user or program to interact with Web services by exchanging XML messages that conform to SOAP.

standard Microsoft Outlook

The native Microsoft Outlook application without Oracle CRM On Demand Desktop.

synchronization

A process that exchanges transactions between <ProductName>Social CRM Applications and Microsoft Outlook. This synchronization makes sure that Oracle CRM On Demand data is the same on the Oracle CRM On Demand server and in Microsoft Outlook.

synchronization filter

Criteria that are considered during data synchronization so that certain records are included and other records are excluded from processing during synchronization.

Task (Microsoft Outlook)

A part of a set of actions that accomplish a job, solve a problem, or complete an assignment. In the native Microsoft Outlook application, a task is a collection of simple business objects at the user level. A task can be used as a reminder and also as a tracking tool the effort involved.

Web services

Self-contained, modular applications that can be described, published, located, and called over a network. Web services perform encapsulated business functions, ranging from a simple request-reply to full business process interactions. Web services combine development that uses components and Internet standards and protocols, which include HTTP, XML code, and SOAP.

Web services description language (WSDL)

The XML formatted language that is used to describe a Web service.

See also SOAP.