Help & Glossary

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Reading the instructions

We at the CRM-service are proud of the fact that our system is flexible. The customer will get what they need using modules and highly modifiable settings since the system can be scaled to fulfil their needs.

Admin users have multiple options inside the system. This means, for example, that they can hide unnecessary things; conversely, it is also possible to enable hidden parts by default. Naturally, all these settings can also be modified by the admin users at any time.

However, this flexibility has a price. When you read these instructions, the view in example pictures may be very different compared to the system you use. We try to cover as much as possible in the instructions, but since a single form may have over 100 fields that can be set as visible, we must leave some things out when we write our instructions.

While we try to use our best judgment when we are writing the instructions, there might still be gaps in the resources page. Since we want to offer you the best service possible, you can always inform us via the support portal if you feel there is a gap that needs to be filled on the instruction page.

The purpose of this glossary is to clarify the terms we use in the system. Since the system is very highly customizable, admin users can rename multiple things inside the system.

Coloured Text Boxes

Instructions may have colourful boxes to provide users with extra information. The colour of the box determines what kind of information it provides.

Green box

Meaning: Tips & Recommendations
Green boxes are here to help you by providing useful information and quick tips about the feature. They contain no critical information, but they can provide useful information about how the system works.

Blue box

Meaning: Information
Blue boxes are informative and are used, for example, to notify users that instructions they are currently reading have recently been changed. It can also offer extra information about the specific topic.

Yellow box

Meaning: Alert or Notification
This box may contain warnings and notifications that are not critical, such as recommendations or remarks that the user should be aware of certain things, even if they do not directly cause problems. These boxes may also provide information about things necessary for the functionality to work as intended.

Red box

Meaning: Critical information
This box alerts the user about things that must be taken into account when following the instructions. These can include warnings, such as a notification about possible data loss if things are done in a certain way.

Images

As mentioned above, the example images most likely do not represent the view your system has. We also like to have our instructions in a format that fits most computer screens with ease, which means that some images will lose details when they are forced to fit the text they are inserted into.

However, we always load the images to the site in a large enough size to preserve all the details. If you want to check any image with more detail, simply open it in a new tab.

Glossary

Access Level: The degree of visibility and permissions assigned to users within the system. The strictest access level allows users to see only their own entities.

Account Hierarchy: A structured system used to represent the parent-child relationships between different accounts within a complex organization. This system helps to easily understand how accounts are interconnected.

Activity: Activities are different types of logged events like calls and meetings that can be most easily handled using the calendar.

Admin: Admin user is the person who has the highest level of access to your CRM system.

API: An application program interface. This is needed to customize or integrate software.

Archive User: A function that, when activated, allows the entities of a deleted user to remain owned by that user even after they can no longer access the system. This feature requires separate activation.

Campaign: Way to plan and figure out customer lists, newsletter mailing lists, call campaign contacts, and many more.

Contact: Person saved in your CRM, containing information like name, phone number, address, email, etc.

CSV: Comma-separated values, a file format for exporting and importing spreadsheets and databases, like contacts and other data.

Customisation: Configuring, adding, or altering the software’s design or functionality to make it meet the requirements of the user.

Dashboard: View of different elements on the home page. Users may have multiple dashboards and the view can be switched from the home page.

Data: All information collected and stored by the CRM system.

Default Language: The language that is automatically selected when a user is logging into the CRM system, based on their last choice.

Email reminder: Automatic, scheduled notification that is sent to event attendees on the wanted day before said event.

Email Template: Premade layout for an email that can be used repeatedly to send out messages with a consistent look and content. Desired email content can be entered by typing and using tags to fetch the wanted information from the system.

Email Trigger: Automation rule used to manage event- and condition-based automatic email communication, sending the desired email to the recipients when the conditions of the trigger are met.

Entity: One saved record in the system, e.g., one account, product, or quote that can be owned, viewed, and managed by users. Each entity has a single owner, which may be an individual user or a group.

Entity Card: Information view of a single entity, e.g., Account card.

Export: Convert data to a file so you can use in another software.

Field: Part of a form for holding specific information, like text or values.

Filter: Way to show a general list view in a module, showing contents of that module as a list.

Formula: Specific script that allows users to automate certain processes.

GDPR: General Data Protection Regulation is a regulation in EU law that covers data protection and privacy in the EU and EEA.

Groups: Collections of users within the system. Entities can be assigned to an individual user or a group, allowing visibility for all members of that group.

Hierarchy Tree: A graphical representation of the hierarchy, often displayed in a tree-like structure that visually depicts the relationships among entities.

Import: Loading data into the CRM system.

Integration: Process of connecting CRM software with other third-party applications for easy use.

Invoice: Bill issued to the customer, member, etc. Invoices can be sent for things like purchase orders, they can be recurring, or they can be sent as a mass invoice to bill multiple entities at once.

JSON: Text-based format used to exchange data between a web application and a server.

Kanban: Visualization tool that is a board with cards that are grouped into different columns. It shows data and processes in a graphical way, which helps to visualize the process.

KPI (Key Performance Indicator): Metric views that summarize key data points, such as totals or averages.

Layout: How the fields and panes are arranged in the system.

Lead: Potential customer which is in the first stage of the sales process.

List view: Displays the list of records that belong to the selected entity type in the CRM. This view is used to search, group, and filter records according to selected criteria.

Mass Event: Event with multiple participants and possibly even subevents. The mass event module is designed to compile multiple modules in the functional mass event handler which makes managing everything from registrations to event personnel very easy.

Mass Mailing: Module which is used to send emails to large groups of recipients directly from the CRM.

Module: A component of the system that organizes specific functions and data types. Each module can have its own sharing rules and permissions.

Module Manager: A feature within the CRM system’s settings that allows users to manage different modules and language settings.

Module Tool: Used to create multiple tools for entity cards, like a too for an Account card that creates an Activity with default status and type values.

Multi-relation: Information in the module which is not from the main module or relation module.

Price Book: Way to make custom prices for specific groups.

Product: Billable objects like physical products, services, or work hours.

Profile: A set of permissions associated with a role that defines the visibility and accessibility of various data entities for users assigned that role. Profiles can be edited to manage module-level permissions.

Quarter: Three-month period within a fiscal year. If, for example, invoices are set to be sent quarterly, customers will be billed once every three months.

Relation: Relation is a connection between two entities, which allows displaying the wanted data in the specified field or place in both entities.

Required field: Information fields that must be filled out in order to create any entity, dictated by system settings.

Role: A designation assigned to users that defines their level of access, visibility, and editing/deletion permissions for entities within the system. Roles can be hierarchical.

Role Hierarchy: The structured order of roles within the system, where users with higher roles have broader access rights and can manage entities of users with lower roles.

Sales Funnel: Type of chart on the homepage that is normally used to visualize offers according to their stages in the sales funnel.

Sales Order: Module where documents can be created to confirm the sale of products or services, containing the wanted data about the sold services/products, like prices. Sales orders can also be used as invoice templates for Mass Invoicing.

Self-Service Portal: Service platform for your customers, where things like membership information and event registrations can be handled effortlessly.

Sharing Access: A set of settings that determines how entity visibility and permissions are managed across users, roles, and groups within the organization.

Sharing Rules: Custom definitions for sharing permissions that can be set for different roles and groups within specific modules.

Template: Templates are specific forms that can be created and saved for later use, so there is no need to start from scratch every time when sending things like monthly newsletters or creating documents.

Ticket: Ticketing is a method for users to report problems or request assistance from the support team. Usually, one ticket represents one support request, which is then handled using the Discussion feature and closed after the solution is found.

UI: User interface which determines the overall design and layout of the system.

User: An individual account within the system that can own, manage, and interact with entities and data. Users can be added, edited, or removed through the management settings.

Widget: Element in the graphical user interface which can be used to display information or provide specific functions in the dashboard.

Workflow: General term used to describe automated actions in modules that work through trigger-based rules.