CRM Flashcards
MAKES THE SALES PROCESS SIMPLER, ACCOUNT ACTIONS PRIORITIZING ABOUT
Account
a record representing an individual or organization that your company does business with or plans to do business with. Also known as a customer or client.
Case
customer’s question, feedback or issue that needs to be resolved by the organization. cases are used to track and manage customer problems and requests, ensuring they are addressed according to the service levels agreed upon
Chatter
salesforce enterprise social networking platform, enabling collaboration and communication within the organization. Users could share information and discuss work in real time, directly linked to specific salesforce records like cases or accounts
contact
an individual person associated with an account. can be linked to multiple accounts.
CRM
customer relationship management, the practice of managing interactions with current and potential customers
Dashboard
a visual display of key metrics and performance indicators, typically in charts, graphs or tables. It provides real-time insights into business performance
Field
A placeholder for data stored with a salesforce record. Fields capture information such as names\address\dates\customer data specific to an organization’s need.
Golden record
the most complete, accurate, and comprehensive versions of a customer’s data compiled from various sources within the organization. Used in data management to provide a single source of truth about customers.
Golden slots
in salesforce filed service, it is a feature used ins scheduling and optimizing service appointments. The most optimal time slots for scheduling service appointments, considering various operational factors and constraints.
Knowledge article
Documents that provide detailed information useful in resolving case. *FAQs, troubleshooting guides, how-to articles, and other content that help service agents answer questions and more consistent customer service
Knowledge Base
A centralized repository within salesforce where knowledge articles are stored. Users can search for and access articles that provide solutions to common problems, facilitating faster and more consistent customer service
Milestones
specific, time/dependent goals set within service contracts to ensure certain tasks are completed with predetermined time frames. Used to measure and ensure adherence to the terms of service level agreements.
Service Appointment
A scheduled meeting or visit where a specific service task is performed. Typically associated with a work under and can be used to manage when and where field service activities are carried out.
Work Order
track specific service and repair processes. It is linked to an account or contact and outlines the tasks to be completed, the resources assigned and status of the job.
Salesforce
a cloud-based customer relationship management platform that helps business manage their sales, marketing and customer service activities.
Workflow
A series of automated actions triggered by predefined criteria. It streamline business processes by automating routine tasks and notifications based on specific rules
Lead
A person or organization that has shown interest in a product or service but has not yet become a customer. Leads are typically captured through marketing efforts and sales prospecting
Opportunity
A potential sales deal or revenue-generating event. Opportunities track potential sales from creation to closure and are associated with an account and contacts.
Pipeline
A visual representation of the stages that opportunities move through as they progress towards closure.The pipeline helps sales teams track and manage their sales process.
