Salesforce - Glossary of Terms

A CRM platform that contains customer details, a UCL employee directory, classes, and so much more. Managed by the UCL ISM team.

Access URL: https://ceceuofu.lightning.force.com/

Log in with CIS SSO as usual.

Strategy to support customer interactions and provide opportunity insights based on those interactions.

The largest bucket of data within Salesforce representing the type of thing you're looking at. Each object is comprised of its field definitions and records.

Examples: Account, Contact, Contract, Opportunity, Course, Course Offering, Asset, Inventory Event, Employee, etc.

Smaller buckets within the larger object buckets. Each record is an individual example of an object, an individual row of field data within an object. 

Tip: Generally, anything that is a blue link is an individual record of some object.

Specific data points. Each field is one data point of a record within an object.

Examples of Contact fields: Name, Phone Number, Email Address, etc.

Navigational tool to help find records quickly using filters, generally used for day-to-day work within Salesforce

Tip: list views can slice data differently to make it easier to take action

Customized interface within Salesforce that provides specific objects, list views, reports

Example: UCL Home

Navigational tool within the Salesforce interface to navigate between apps and objects.

aka the Waffle, fond in the top left corner

Search box in the center of the Salesforce interface to search all records within the system

Tip: You can find any record within Salesforce if you have a name, unid, phone number, or other identifier. You only need one piece of info.

Person

A person who has interacted with UCL in some capacity.

Student, employee, parent, partner, etc.

Organization*

An organization* that has interacted with UCL in some capacity

Department, business, university, etc.

Request

A request submitted to UCL staff for resolution

Question, problem, request for info, etc.

Prospect

A prospective contact, account, or opportunity to convert later on

Possible UO student or partner

Negotiation

A pending agreement to track through the negotiation process

Partnership, new program, etc.

Agreement

An agreement with a partner or organization

LOA, MOU, etc.

Class

An individual offering of a course, corresponding to a class in PS

LLART 412-001, PROEA 601-001, etc.

Enrollment

An enrollment of a contact in a specific course offering

Jane Doe enrolled in LLART 412-001 

Marketing Effort

A marketing campaign, either one-time or ongoing

Drip campaign, event, mailer, etc.

Various interactions on the record, specifically tasks, emails, events, and calls

Tip: Activity can by logged directly from Outlook

Collaborative notes within Salesforce on records or within groups

Tip: Collaborate directly in Salesforce instead of somewhere like Teams to keep a history directly on the record for future reference. 

Post to Chatter to add rich text notes and images to a record, mention a collaborator, or cross-link resources elsewhere in Salesforce

Tip: Posts can have threads and likes to better support collaboration

Predefined content to add to an email, chatter post, or task; think of a shorter version of email templates.

Tip: stack quick text entries to customize your messages without having to type every message completely

Tags or flags on records in Salesforce to support cross-object visibility

Tip: Add topics to chatter posts as well

Visualization from one or more Salesforce reports to gain insights or make large data sets more consumable

Tip: You can subscribe to reports or dashboards to get automatic updates or notifications on a schedule