Glossary

A

Action item
See activity.

Activity
A record of communication with a client. This includes schedule items, tasks, documents, emails, and call records. Activities are also known as interactions.

Activity plan
A predefined sequence of activities that can be created for a user or contact, rather than creating the activities individually.

Activity template
A template that enables users to create schedule items, tasks, and call records in NexJ CRM.

Activity tracking
The tracking of when certain events take place. Also used to display if the client is being contacted regularly or infrequently and sets target dates for the next touch or review.

Address type
An address type represents an address that can be entered for a contact in NexJ CRM. For example, common address types include business, home, or vacation.

Ad hoc report
A runtime-configurable report that allows users to determine its content, by selecting, filtering, and sorting information from NexJ CRM.

Assignment model
A method used to assign roles or activities to users automatically in a variety of situations, including campaigns and activity plans.

Attachment
Any computer file, such as a Microsoft Word document, that is attached to an activity, batch email, or document in NexJ CRM.

Audit trail
An event log that records actions that users perform, such as viewing or modifying a contact.

Availability template
A daily meeting template that defines event meetings for a 24-hour time period. Event coordinators use availability templates to quickly create multiple meetings on a particular day or on multiple days in an event leg.

B

Badge
An icon that visually indicates information about action items, entities, opportunities, and service requests in NexJ CRM. For example, an icon may indicate that an activity has an associated service request. Badges display in the banner for action items and entities when defined conditions are met.

Batch operations
Batch operations, such as batch printing or batch emailing, are actions that a user can perform on a group of contacts, companies, or users.

Business administrator
A NexJ CRM user who gathers business requirements and configures the application. For example, they are responsible for user onboarding and importing contact data. Using NexJ CRM, they can configure rules, create custom fields, coverage groups, business process forms, and templates.

Business process
A workflow that could have a series of approval steps with a predefined form or only approval steps.

C

Call list
A list of contacts or leads for the user to call to communicate about a particular topic.

Call record
An internal record documenting an interaction with a contact.

Call script
A list of questions and topics that are presented to users when they receive inbound calls from contacts or when they call leads. It's used to guide the conversation with the contact or lead.

Card
A container of information that you can interact with.

Category
A label that enables grouping of entities based on a particular shared characteristic or interest.

Category group
A category group enables you to group related categories together. A category group defines the types of entities that you can add the category to. For example, a category group can make a category available only to companies.

Client
A contact, company, or household with whom you have built a business relationship. 

Client coverage
A method of assigning individual users or a group of users to be responsible for managing the relationship with the client.

Client performance metrics
Detailed information on browser-to-server requests in log files.

Company
An entity that represents a real-world company.

Contact
An entity that represents a person who is not a NexJ CRM user, such as a prospective or current client.

Conversation
A conversation is a collection of related messages exchanged between two or more NexJ CRM users.

Coverage
Coverage is a method for assigning users or groups of users to be responsible for specific clients, opportunities, or account plans.

Coverage access model
A security model that restricts data access by coverage group.

Coverage group
A group of users who share responsibility for covering an entity, opportunity, or account plan.

Coverage role
The role assigned to a user when covering a client, opportunity, or account plan.

Coverage team
A collection of all the individual users and coverage groups who receive view and edit access to entities and account plans and collaborate on their corresponding opportunities and activities.

Custom field
A custom field stores specific types of information defined by administrators. Custom fields display in the Detail tab for entities on the Contacts workspace.

Custom field group
A custom field group enables you to group related custom fields together. It also defines the types of entities that you can add the custom field to. For example, a custom field group can make a custom field available only for companies.

D

Department
A sub-division of a company.

Deal
See product opportunity.

Document
An object in NexJ CRM that is used to store computer files, such as Microsoft Word, PDF, or image files, as attachments.

Document template
A type of template that defines a single type of document including the icon, description, and security access.

E

Entity
An object in NexJ CRM that represents a person (such as a user or contact) or an organization of individuals (such as household, company, or department).

External contact
A contact who is added to a schedule item through synchronization with Microsoft Outlook but does not have any additional records in NexJ CRM.

F

Field control
An expression that determines the properties of questions in business process and call script templates. Expressions contain a combination of fields, functions, operators, and types.

Filter
A filter is a query that displays a list of data records based on specified search criteria.
See user-defined filter or predefined filter.

Filter chip
A filter chip allows the user to specify additional search criteria or fields in combination with an existing filter in NexJ CRM.

Flow
A method that is used to specify the order in which pages display for users in a business process or call script form.

Form
A series of questions for users to complete with details about an entity; for example, a Process Management (PM) form. See business process and call script.

G

Generation horizon
See period generation horizon.

Group Security Model
A security model that enables users to apply public, group, and private view and edit security settings to contacts, opportunities, and activities.

H

Hierarchical Access Model
A security model that restricts user access to data records by organizational hierarchy.

Hierarchy
See relationship hierarchy.

Hierarchy role
Defines a contact's role within a hierarchy. For example, a user can assign the head of household role to a contact who is a member of a household.

Household
An entity that represents a group of contacts who belong to the same family.

I

Inbound Call
An incoming call from a contact that is answered by a customer care specialist.

Inbound synchronization
The process in which data is received by NexJ CRM from Microsoft Exchange. For example, inbound synchronization occurs when a meeting is created in Microsoft Outlook and consequently a schedule item is created in NexJ CRM.

Interaction
See activity.

Invitation
An email notification for a schedule item that allows the recipient to respond automatically and updates the recipient's response and schedule in NexJ CRM, as well as their Calendar in Microsoft Outlook.

Itinerary item
A scheduled time slot that represents activities that support an event, other than event meetings, for example, travel arrangements for flight and hotel reservations.

L

Library form
A predefined form that a NexJ CRM user can add to a business process template. Library forms are created and managed in the Form Library tab on the Customize workspace.

M

Merge field
An object that references a specific piece of information, such as a contact's first name. It is used in Microsoft Word and NexJ CRM to personalize documents and emails for several entities at once.

Message
Secured communication between users within a conversation.

N

Notification
A message that alerts a user to changes to information in NexJ CRM that are relevant to them.

O

Object queues
A concurrency control mechanism which supports sending and receiving internal messages between application components. Object queues provide a clean interface for managing flows of integration messages or of asynchronous business logic invocations.

Opportunity
Captures and tracks a potential business opportunity to sell a product to a client. 

Opportunity coverage
A method of assigning individual users or a group of users to be responsible in different roles to win an opportunity.

Opportunity synchronization
The process in which data is sent by NexJ CRM to Microsoft Exchange. For example, outbound synchronization occurs when a schedule item is created in NexJ CRM and consequently a meeting is created in Microsoft Outlook.

Opportunity template
An opportunity template defines the type of opportunity a user can identify in NexJ CRM. There are two types of opportunity templates: product opportunity and parent opportunity. An opportunity template consists of an entity type (the type of entity the opportunity is for) and stages (steps in the life cycle of the opportunity).

P

Parent opportunity
Initial list of products for potential sale to clients.

Period generation horizon
The threshold for creating the periods that are used by SLM touches. A batch job creates new periods at the frequency specified by a user.

Persistent statistics
Historical performance statistics collected from NexJ CRM that are maintained across server restarts.

Predefined filter
A filter that is provided by default in a NexJ CRM workspace.

Privilege
A property that allows a user to use or access a specific feature in NexJ CRM, NexJ Admin Console, or NexJ System Admin Console, such as adding a new contact.

Privilege group
A group of users who have the same privileges. A user may belong to several privilege groups.

Process queues
Prioritized queues with optional scheduling windows in which requested reports from users will be processed.

Product opportunity
An engagement with a client around the potential sale of a specific product.

R

Recurring meeting generating horizon
The threshold for creating recurring meetings in the database.

Relationship hierarchy
Displays the organizational structure that a selected entity is a part of and its relationships with other entities, using a tree-type view. This structure is company-oriented, but the tree also displays user-created relationships between entities based on relationship custom fields.

Rep code
When the Hierarchical Access Model is enabled, a rep code is assigned to a contact, company, or household to make it accessible only to the user and to other users higher in the hierarchy. Contacts do not inherit rep codes from companies or households. Users will need to assign rep codes individually to contacts when adding new contacts. All users can access contacts, companies, or households that do not contain rep codes.

Report
A specific type of file that can extract information from the NexJ CRM database to be presented in an organized manner.

Rule
The criteria for when an action, such as sending a notification, is triggered. Rules can be used to automate simple tasks or to send notifications and alerts.

S

Saved list
A saved list is a static list that users can create to contain entity data records that can but do not have to share a common property.

Schedule item
A type of action item that has defined start and end times, such as a meeting.

Service level
A set of touches that occur with a contact at a predefined interval or frequency.

Service level agreement
A contract that defines the expected first response time and resolution time for a service request, which may vary based on factors such as client tier and service request priority.

Service model
A collection of touch types and intervals assigned to a contact.

Service request
A detailed record of a request or a complaint from a client. Service requests are used to manage and track client issues.

Service request template
A service request template defines a single type of service request including the icon, the description, and the stages that the request will go through.

Step
A stage in an activity plan process. A step can contain a task, a document, or another activity plan. For business process forms, steps define tasks that are assigned to other users, who review the completed form, then approve or reject it.

Subject area
A subject area is a scope which defines the focus of tasks that a user can perform in NexJ CRM. For example, a user can use a subject area to limit a search only to contacts, or to apply a notification rule only to schedule items.

Synchronization
The integration of schedule items, tasks, and contacts for different users between NexJ CRM and Microsoft Exchange servers.

System administrator
An administrator who helps to determine system requirements during their deployment of the NexJ solution. After deployment, they monitor and support related software and hardware, as well as NexJ application performance and system health.

System defined query
A search query that an administrator creates and makes available for users to search for entities in NexJ CRM. System defined queries are useful because they allow an administrator to set up commonly and frequently used search queries once for multiple users, rather than users configuring queries individually.

T

Task
A type of activity, assigned to one or more users, that does not need to occur at a defined time.

Task template
A type of activity template that defines a single type of task including the icon, description, and security access.

Tier
A property assigned to contacts or companies to determine what kind of service plan they will receive. Used for activity tracking.

Touch type
In service level management, a form of communication or interaction with an entity that can be scheduled to build a relationship with the entity.

U

User
An entity in NexJ CRM that represents a person who has a NexJ CRM account and uses NexJ CRM. This is typically an employee in your company.

User-defined filter
A filter that a user creates based on various search criteria available in NexJ CRM.

User field
A user field stores supplemental information about an entity. Users add and manage these fields in the Detail tab for entities.

User group
A versatile group of users that can be used for a variety of purposes in NexJ CRM, including restricting view and edit security, creating specialized custom field types and categories, and assigning coverage groups.

User list
A simple collection of users that is used for activity assignment.

User option
A way to enable application features for a user, user type, or for the system.

User type
A user property which can be used to customize the user interface for NexJ CRM and NexJ Admin Console.

W

Work queue
A set of tasks that can be assigned to a user in a pool of users who have access to the queue.