Chatter
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
Chatter is an application designed to enhance collaboration in Salesforce.com. With Chatter, you can “follow” any object or record within the tool (e.g. people, accounts, opportunities, etc.) and be notified when changes are made. You can also post files to share information and get feedbacks from colleagues or make comments on objects and records. Finally, groups can be created to create collaboration and sharing platform about specific topics.
Corporate Group
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
A Corporate Group allows to create an account hierarchy in Salesforce.com. It groups all the accounts which are part of a same 'legal' entity. The Group is based on the nature of the account, not based on GBU/BU criteria, nor on business rationales. It can be built in the system through a 'Parent account' relationship.
Contact
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
Any individual that Solvay interacts with inside an Account’s organization, or related to it. Any Prospect / Customer in SFDC must have, at least, one Contact associated to it. Each contact is associated with a role: Initiator, Influencer, Decider, Buyer, User.
Contact product relationship
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
From the contact page in Salesforce.com, it is possible to link one or multiple products to the contact, in order to record the product(s) discussed and further list the contact based on the product(s) associated.
Calendar
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
This is a section in Salesforce where you can find all tasks and events for the coming days. It offers 3 different views on activities: all events scheduled for the current week, Multi-User Calendar for the current week to check the availability of other CRM users, and a view on all Activities (list).
Cross-BU lead
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
Functionality in Salesforce.com allowing to share with another GBU/BU a business lead learned during an interaction with the customer / market and that can potentially generate additional revenue for the Group.
Competitive insight
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
A process of registering and sharing market intelligence obtained from customers as a result of ongoing negotiations. Such information may be registered in Salesforce.com if the source / circumstances in which the data is obtained are mentioned.
Customer Relationship Management
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
Customer relationship management (CRM) is your set of business processes and underlying applications that helps manage all your customer information, activities, and conversations.
Abbreviation(s)
CRM
Label(s)
Close stage
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
Final stage of an opportunity in Salesforce.com. It allows entering the outcome (lost, stopped, won) and the reasons behind
Complaint registration
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
First step in the complaint management process available in Salesforce.com. It allows a prompt logging of a complaint after reception with upload of pictures and attachments, and the submission of a complaint acknowledgement to the customer
Commercial response
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
Third stage in the complaint management process available in Salesforce.com. It involves reviewing the technical answer and formulating a commercial answer including the decision about financial compensation (typically done by account manager or sales rep)
Customer communication
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
Final stage in the complaint management process available in Salesforce.com. It allows to provide a commercial answer to the customer, arrange financial compensation and collect customer feed back.
Credit note
Created Jan 22, 2019 (05:44)
by Unknown User (Sylvain Michel Alexandre Pingont)
Definition
In Salesforce.com, this is one of 2 ways to record compensation of a complaint (credit note and compensation). The Credit Note is coming from SAP. It is a clear amount that will be reimbursed to the Customer.
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