Glossary of Terms Microsoft Dynamics CRM


This section contains a list of terms and definitions that applies to Microsoft Dynamics 365.

Access RightA specific right assigned to a user for an entity instance or record. Primary examples are read, write, append, delete, share, and assign.
AccountPerson or business to which the salesperson tries to sell a product or service. The company billed in business transactions.
ActivityAn action to be performed, such as a task, or a communication item that is sent or received, for example, email, phone calls, and appointments. The status of activities is tracked and the activity history is stored in the system, so that users can view the open and closed activities.
Activity FeedA series of information updates, or posts, on the wall in Microsoft Dynamics 365.
AddressStores address and shipping information for a customer. This entity is used to store additional addresses for an account.
AppendAn access right available in Microsoft Dynamics 365 that enables users to attach entity instance to the selected entity instance. The Append and Append To access rights are a pair of rights that work in combination with one another. For example, when you attach a note to a case, you must have the Append access right on the note and the Append To access right on the case for the operation to work.
Application InstanceA customized implementation of a Microsoft Dynamics 365 application (plus any partner-defined functionality outside the scope of Microsoft Dynamics 365) using the core Microsoft Dynamics 365 services. An instance uses a single store or service deployment unit, typically a database or database cluster.
AppointmentAn activity represented by a time interval that has a start time, an end time, and duration. An appointment does not include a service or check for conflicts, and you cannot search for available times.
ArticleA text-based piece of content in the knowledge base.
AssignTo specify the owner of a record, such as an account or case, or an activity, such as an email message or phone call. Users can assign cases and activities to either a user or a queue.
Asynchronous EventAn event that occurs as part of the overall platform operation for which registered plug-ins are queued to be executed later.
AttributeThe name or structure of a field in a database entity. For example, lastname, firstname, and phone are attributes of each record in a PhoneList entity. The size of a field and the type of information that it contains are also attributes of a database record.
AvailabilityThe periods of time when a resource can be scheduled to participate in a service activity.
Base LanguageThe default language for your organization’s implementation of Microsoft Dynamics 365.
BasicAn access level that specifies the user has access to records the user owns or shares. Basic is the most restrictive access level. The application refers to this level as User.
BusinessAn entity that provides goods and/or services to others.
Business EntityAn entity that is a part of the Microsoft Dynamics 365 default installation, such as account.
Business UnitA business, division, or department in the Microsoft Dynamics 365 database.
CampaignA marketing program designed to accomplish a specific result, such as introducing a new product or increasing market share. The main way to accomplish this result is through communicating the benefits of a product or service to people and businesses. Campaigns often include more than one communication method, such as print advertisements, promotional discounts, and direct mail.
Campaign ActivityAn activity that includes additional, campaign-specific information, such as budgets and vendor names. Campaign activities result in contacting a customer through one of the channels, such as sending an email or making a phone call.
Campaign ResponseAn entity that captures responses from existing or potential new customers for a campaign.
CapacityThe ability of a resource to produce an amount of output in a specified amount of time.
CaseA problem reported by a customer and the activities that customer service representatives use to resolve it. Sometimes referred to as an “incident” or “ticket.” Cases are frequently associated with service contracts.
Case ResolutionAn activity that includes such information as the description of the resolution, billing status, and the duration of the case.
Child Business UnitA business unit that is immediately under another business unit in the business hierarchy of an organization.
CompetitorAn entity that sells similar products or services and competes for the same customer segment.
ConditionThe state of an expression or a variable (for example, when a result can be either true or false, or equal or not equal).
ContactA person who represents a customer or potential customer, or an individual related to an account. For example, an individual who purchases 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.
ContractAn 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.
Contract LineA line item in a contract that describes the service support to be provided. A contract line often includes pricing information and how support will be allotted.
Contract TemplateA template for a contract containing the standard attributes of a contract.
ConversationA collection of posts and all related comments.
Custom EntityAn entity that can be added to the system after installation to address specific business needs of the organization.
CustomerThe account or contact with which a business unit conducts a business transaction.
Customer RelationshipRelationship between a customer and a partner in which either can be an account or contact.
Customer ServiceThe functionality to ensure that customers of a business, both individuals and other businesses, can keep in communication with that business to ensure that they receive needed levels of service before, during, and after purchasing the business products or services.
Customer Service RepresentativeA security role user can be assigned in Microsoft Dynamics 365. A customer service representative (CSR) provides service to the customers of the organization or business unit through the opening and resolution of cases, among other activities.
CustomizationThe modification of or additions to entities, attributes, forms, and views in the Microsoft Dynamics 365 application as it was shipped.
DeepAn access level that specifies the user has access to records within his or her business unit and down the business unit hierarchy. The application refers to this level as Parent: Child Business Units.
DeploymentThe process of distributing and installing a software program throughout an entire organization. A deployment is a single installation of Microsoft Dynamics 365.
DeprecatedRefers to a class, member, or feature that works in this version but will be removed in a future update. A deprecated API or feature is currently supported for backward compatibility; however, it might become obsolete and unsupported in the future. When possible, always use the new class, member, or feature. See also obsolete, which is a related – but different – term.
DiscountA reduction in the selling price of products or services, usually offered by the seller when the buyer agrees to meet specific conditions.
Discount ListA group of price reductions that can be applied to a product, based on volume purchased.
DurationThe amount of time that a record is in effect.
Dynamic EntityA programming construct that supports writing code that will work with entities those are not yet defined.
EmailAn activity that is delivered using email protocols.
Email TemplateA template for an email message that contains the standard attributes of an email message.
EntityA concrete or abstract thing represented by a noun, like employee, customer, or order. An entity manages data for an application.
Entity NameThe name that uniquely identifies an entity.
Entity RecordAn instance of an entity in a database.
EquipmentThe tools or assets used to perform a service activity.
EventAny significant occurrence in the system or an application that triggers a notification. In Microsoft Dynamics 365, an event is typically a system or user action that is detected and acted upon by the workflow system or by the client Web forms.
FacilityA physical space, such as a conference room or service bay, where a service activity can be performed.
Facility/EquipmentA resource that can be scheduled.
FaxAn activity that tracks call outcome and number of pages. Optionally stores the electronic copy of the actual document.
FetchThe XML-based query language that is used to retrieve information from the Microsoft Dynamics 365 database.
Filtered FiewA view of data in the Microsoft Dynamics 365 database used for reports and exported dynamic Microsoft Office Excel files. When users view a report or file that uses a filtered view, they can see only the data that they have permission to view.
Fiscal PeriodA division of a fiscal year that is reflected on financial statements. Common accounting periods are days, weeks, months, quarters, or years.
FollowAn action taken by a user on a Microsoft Dynamics 365 record that enables that user to see the posts about the record on their personal wall.
Fiscal YearA span of time during which the financial activities of an organization are calculated. A fiscal year is divided into fiscal periods, typically defined as semesters, quarters, or months. The organization determines the dates that begin and end its fiscal year, which may not correspond to a traditional calendar year.
GlobalAn access level that specifies the user has access to records anywhere within the organization. The application refers to this level as Organization.
IFRAMEA windowless inline floating frame typically used for including web pages, such as a page from a SharePoint site, a section of HTML such as a button, or a custom application, in a form.
ImpersonationThe ability of a thread to run in the security context of a security principal different from the security principal that started the process. This is usually so that a process can gain access to resources on behalf of a user.
Incident (case)A customer service issue or problem reported by a customer and the activities that customer service representatives use to resolve it.
Internet-Facing Deployment (IFD)A way to deploy on-premises Microsoft Dynamics 365 so that remote users can connect to the application from the Internet.
InvoiceAn order that has been billed. It is also a record of a sale to an account, including details about the products or services purchased.
Invoice ProductA line item in an invoice that contains detailed billing information.
ISV Configuration FileA configuration file, isv.config that can be used to update the navigation structure of Microsoft Dynamics 365, including adding custom buttons, tabs, and menus to entities.
KBSee other term: knowledge base
KeywordA word associated with an article to identify the article in a search.
KitA group of finished items that compose a set. In Microsoft Dynamics 365, a kit is comprised of a set of products in the product catalog.
Knowledge BaseA feature in Microsoft Dynamics 365 that provides a process for drafting, submitting, reviewing, and publishing articles about an organization’s products and services. Users with manager-level security privileges can approve, reject, add comments to, and unpublished articles that are submitted for review.
LeadA potential customer who must be contacted by a salesperson and either qualified or disqualified as a sales opportunity. Leads will be converted into accounts, contacts, or opportunities if they are qualified. Otherwise they are deleted or archived.
LetterAn activity that tracks the delivery of a letter. The activity can contain the electronic copy of the letter.
LicenseA set of the Microsoft Dynamics 365 application functionality that an organization purchases. Each license type is associated with a group of user rights.
LocalAn access level that specifies the user has access to records within his or her own business unit. The application refers to this level as Business Unit.
Logical OperatorIn a query, a connector between two expressions, two subclauses, or a combination of an expression and a subclause. There are three primary logical operators: AND, OR, NOT.
Many-to-ManyA relationship that lets users relate one or more entity instances from another entity to an entity instance of the current entity. A many-to-many relationship may be self-referential. This means that one or more other entity instances of the current entity can be related to an entity instance of the same entity.
Many-to-OneA hierarchical relationship created or viewed from the related entity. Many entity instances from the related entity can reference any one entity instance from the primary entity.
Marketing AutomationAutomating the business processes involved in marketing: creating and launching campaigns, targeting markets, collecting and analyzing responses, and adding the responses to the Microsoft Dynamics 365 system.
Marketing ListA group of accounts, contacts, or leads who are identified through their demographics as people or businesses who might be the most receptive to a campaign. For example, to introduce a new product, you can create a marketing list of accounts that have previously purchased similar products and send them brochures about the new product.
MentionA part of a post that refers to a Microsoft Dynamics 365 record. One post can have multiple mentions.
MetadataInformation about the properties of data, such as the type of data represented in the database.
Microsoft Dynamics 365A browser-based customer relationship management (365) application used to automate sales and marketing functions and to manage sales and service activities in an organization. Microsoft Dynamics 365 is accessible from the Web and from Microsoft Office Outlook, through Microsoft Dynamics 365 for Outlook.
Microsoft Dynamics 365 Data Migration FrameworkA set of tools designed to move data from a source system into a destination system.
Microsoft Dynamics 365 for OutlookA client application that provides a subset of the Microsoft Dynamics 365 application functionality within Microsoft Office Outlook. Microsoft Dynamics 365 synchronizes a local copy of a user’s contacts, tasks, appointments, and email data with Outlook.
Microsoft Dynamics 365 for Outlook with Offline AccessA client application that allows you to work offline from the Microsoft Dynamics 365 server. You can create Microsoft Dynamics 365 email messages that are sent when you go back online. If you send Outlook email messages, those are sent immediately.
NotesA small item of information that can be appended to any record. Notes can be appended to only one record.
ObsoleteRefers to a class, member, or feature that is not supported in this version and should not be used. See also deprecated, which is a related – but different – term.
One-to-ManyA hierarchical relationship created or viewed from the primary entity. Any one entity instance from the primary entity can be referenced by many entity instances from the related entity.
OpportunityA potential revenue-generating event, or sale to an account, that needs to be tracked through a sales process to completion.
Opportunity ProductAn association between an opportunity and a product.
Opportunity RelationshipA type of relationship role that describes the relationship between an account or contact and an opportunity.
OrderA confirmed request for delivery of goods and services based on specified terms. An order is a quote that has been accepted by a customer.
Order ProductA line item in a sales order.
OrganizationThe top level of the business hierarchy. The organization is divided into business units. There can be only one organization per deployment.
ParentA device, bus, function, or process at one level of a hierarchy. The parent controls the behavior of components below it in the hierarchy. In Microsoft Dynamics 365, the relationship between entities controls the propagation of actions from parent to child in the hierarchy.
ParticipantA user linked to an appointment or service activity. A user could be the owner, organizer, required resource, or optional resources for the appointment or resource.
PartyA user linked to an appointment or service activity.
Phone CallAn activity to track a telephone call.
Platform Core OperationThe main operation that the system is to perform. Some examples of operations are Create, Update, Delete, Merge, Send, Assign, SetState, and GrantAccess.
Plug-inCustom business logic (compiled code) that is executed in response to a Microsoft Dynamics 365 event. For a plug-in to be invoked when an event is fired, you must register the plug-in code with the desired event. A plug-in can also be called an event handler.
PostA message or other information that appears in an activity feed on a wall in Microsoft Dynamics 365.
Price ListA compilation of the specific prices that can be charged for each unit in the unit group of a product. Salespeople use price lists to determine the pricing in a quote for a customer. In addition, a default price list can be added to a product.
Price List ItemInformation about how to price a product in the specified price level, including pricing method, rounding option, and discount type based on a specified product unit.
Primary EntityThe entity that a related entity is associated to.
PrivilegeA user’s right to perform a specific action on a specific entity type or to perform a task. Privileges are assigned by system administrators to security roles. Users are then assigned security roles. Examples of privileges include Update Account and Publish Customizations.
ProcessA definition for an automated workflow consisting of steps, including the actions the workflow should take at each step, and the rules the workflow should use to proceed to the next step.
Process InstanceA running instance of a process.
Process TemplateA process that is not intended to be run, but is used as a starting point to create other processes.
ProductThe entity that contains information about products and their pricing.
Product CatalogA compilation of all products those are available for sale.
QueryAn instruction to a database to either return a set of records or perform a specified action on a set of records.
QueueA holding container for work items. There are queues that contain cases and activities in the Workplace, and queues of articles in the knowledge base.
Quick CampaignA communication method that creates a single activity for distribution to a group of marketing lists, accounts, contacts, or leads. Contrast with a campaign, which supports an end-to-end marketing program that has multiple activities.
QuotaA revenue objective specified as a monetary amount that has been assigned to a salesperson for a specified fiscal period.
QuoteA formal offer for products or services, proposed at specific prices and related payment terms.
Related EntityAn entity instance type that is associated with another entity instance type. For example, most entities have a related notes entity.
Relationship RoleA definition of one side of a business relationship between accounts, opportunities, or contacts.
ReportsA collection and grouping of business data that answers a question or aggregates data in some way.
ResourceA user that performs a service, or the equipment or facility that is required for a service.
Resource groupTwo or more resources (users, facilities, or equipment) that can be scheduled interchangeably.
RoleSee other term: security role
Sales LiteratureThe documents that are created with specific information about products and/or services and given to customers to help increase sales.
SalespersonA security role assigned to users. A salesperson finds and qualifies leads, and works with opportunities, accounts, and contacts to complete sales activities.
ScheduleVerb: To cross-reference resource schedules to find a period of time available for a service activity. Noun: A list of times that a resource is available for work. Also, a list of service activities for a specific period of time.
SchemaThe definition of the structure of an XML file. A schema contains property information as it pertains to the records and fields within the structure.
Secure Sockets Layer (SSL)A protocol that improves the security of data communication by using a combination of data encryption, digital certificates, and public key cryptography. SSL enables authentication and increases data integrity and privacy over networks. SSL does not provide authorization or nonrepudiation.
Security PrincipalA person or group that can own or access an entity instance within the system. There are two types of security principals within Microsoft Dynamics 365: users and teams.
Security RoleA defined set of user rights. The security role assigned to a user determines which tasks the user can perform and which parts of the user interface the user can view. All users must be assigned at least one security role in order to access the system.
Selection RuleA set of criteria that specifies which personnel, equipment, facilities, or resource groups are required to perform a service, or how to select these resources, based on parameters like quantity and capacity.
ServiceA type of work performed for a customer by one or more resources. Services are schedulable activities.
Service ActivityA schedulable appointment to provide a service to a customer. A service activity uses one or more resources to perform a service at a specific time and place.
Service CalendarA scheduling component of Microsoft Dynamics 365 that is used to view and manage appointments and service activities.
Service LevelThe support that customer service is required to provide for a case. The service contract a customer purchases determines the service level for its associated cases.
Service RestrictionA limitation of when a resource can perform a specific service.
Service RulesThe collection of service restrictions imposed on a resource.
ShareTo 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.
SiteA business location to which resources are assigned. A site is used to ensure that all resources required for a service are in the same physical location.
Site MapAn XML representation of the structure of the Navigation Pane in Microsoft Dynamics 365, including the areas, groups, and subareas where entities are displayed, and the user rights associated with each subarea.
State ChangeA change in the internal state of the Microsoft Dynamics 365 system caused by the execution of a core operation upon one or more entities.
StatusThe state of a record or activity. For example, a case can be Active or Resolved, and an email activity can have a status of Draft or Sent. Status is also used by workflow rules to determine when to move to the next stage in a workflow or sales process.
Status ReasonThe description of the status of a record or activity. For example, if a case has a status of Active, the status reason could be Researching or Waiting for Details.
SubjectA category 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.
Subject TreeThe hierarchical list of categories used to correlate and organize information.
Synchronous EventAn event that occurs as part of the overall platform operation for which registered plug-ins are executed instantly.
System EntityAn entity that used by Microsoft Dynamics 365 to handle all internal processes, such as workflows, asynchronous jobs, and other internal jobs. You cannot delete or customize system entities.
TaskA generic activity that represents work that needs to be done. A task can be tracked in the system from start to completion.
TeamA group of users who share and collaborate on business records. A team can consist of members who all report to one business unit or members who report to different business units.
TemplateA framework for an email message, contract, or article. Templates are used to ensure consistent layouts and content in similar types of documents.
TerritoryAn entity that represents sales regions.
UnfollowAn action taken by a user on a Microsoft Dynamics 365 record that stops posts about that record from being displayed on the user’s personal wall.
UnitUnit of measure.
Unit GroupA compilation of the different measurements that a product is available in. A unit group contains the base unit in which a product is available, for example, a two-liter. It then lists all the different increments that this base unit is packaged in for sale, such as an individual two-liter bottle or a case of 6 two-liter bottles, and also indicates which measurement is the primary unit.
UserA person who has access to the Microsoft Dynamics 365 system and who owns records in the Microsoft Dynamics 365 database.
ViewA 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.
WallA place in Microsoft Dynamics 365 where activity feeds are displayed.
Web ServiceA unit of application logic that provides data and services to other applications that can be invoked using standard Internet transport protocols such as Hypertext Transfer Protocol (HTTP), Simple Mail Transfer Protocol (SMTP), or File Transfer Protocol (FTP). Web services can perform functions ranging from simple requests to complicated business processes.
Web Services Description Language (WSDL)An XML grammar that developers and development tools use to represent the capabilities of an XML Web service.
WorkflowThe automation of business processes, where business documents and tasks are automatically passed from one user to another for action, according to a set sequence.
Workflow ActivationA workflow record that contains the compiled workflow XOML that can be executed by the Windows Workflow Foundation runtime.
Workflow DefinitionA series of interrelated action steps and the rules that drive the transition between these steps. The definition must include a primary entity and events that trigger the workflow execution.
Workflow InstanceA running instance of the workflow definition.
Workflow ProcessSee workflow definition.
Workflow RegistrationThe process of publishing a workflow. Publishing a workflow creates workflow activation.

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