A change to an opportunity, activity, or service case effected by a CRM user, for example editing, closing, or deleting.
A CRM operator task. Activities capture and track all communications between the CRM user and the patrons. Activities can exist as standalone entities or be associated with an opportunity or a service case.
The approximate date that an activity will be completed. This date is set during activity creation and may be changed at any time until the activity is closed.
For standalone activities, the details of a single activity over time. For opportunities and service cases, the details of a set of associated activities over time. The history of each activity displays the status, due date, results, and comments for the activity. It also includes when and by whom the activity was added, updated, or closed.
The set of activities that is displayed on the Activities hub. The activity list can be filtered by due date, status, owner, and by its relationship to other CRM items.
The importance of an activity relative to other activities. An activity's priority can be Low, Normal, Medium, or High. Priority assignments do not affect status of activities in CRM, but they can be included in data views. The same priority values are used for opportunities and service cases.
The status of an activity is either open or closed. CRM users close activities when they have finished with action required by the activity.
The type of communication between a user and a patron. Possible types include Phone Call, Email, Fax, Letter, Meeting, and Other.
The amount of money donated by a patron as a result of pursuing a donation opportunity. The user enters this amount when closing an opportunity as won.
The amount of money generated from a patron as a result of pursuing a sales opportunity. The user enters this amount when closing an opportunity as won. See also Expected Revenue.
A CRM user with access to more CRM functionality than a basic user or supervisor. An administrator is the only user type who can create and modify users in the CRM system.
An optional step when setting up the bulk assignment of CRM items. Sets up how to allocate the tasks from the pool of tasks to be distributed. You can assign a percentage of tasks to selected users, a number of tasks to selected users, or task based on each patron’s dedictated representative. To divide batch items evenly among users, you can skip this step and just use standard assignment.
A meeting which is scheduled to take all of the business hours in a day. This is an MS Outlook meeting function.
The process of assigning a previously created batch of opportunities or standalone activities to CRM users.
The process of creating and then assigning a batch of opportunities or standalone activities to CRM users.
Making a user the owner of an activity, opportunity, or service case. Assignments can be made manually or using batch processing.
A set of due dates over which batch items are evenly distributed. This is set along with user assignments as part of batch assignment.
The daily or weekly increments used to schedule item due dates during bulk processing.
A schedule of item due dates configured during bulk processing.
A group of opportunities or activities that can be assigned users and due dates during bulk processing.
The assignment a batch of opportunities or activities to users during bulk processing. You can also assign due dates to the batch items during this process.
The numeric ID or key of a batch. This number is automatically assigned during batch creation and is not modifiable by users.
The open opportunities and activities that make up batches. During batch assignment, batch items are distributed among a group of CRM users.
A dialog box used to search for a batch by batch creator, name, type, or number. This dialog box can be displayed from the Batch ID field if you don't know the number.
A set of CRM features that allow you to view and edit batch attributes, as well as to delete batches of opportunities or activities that were created by mistake.
The list of patrons to which the activities or opportunities in a batch are assigned. The list of patrons is generated by your ticketing or development system and then imported into CRM.
The status of a batch in the bulk assignment process. The batch status can be that no assignments have been made or that assignments have previously been made.
The settings on the Assign Batch Activities form that are used to assign a batch of opportunities or activities to users, along with due date assignment. This template cannot be saved for reuse.
The type of CRM items created by a batch. The item types are sales opportunity, donation opportunity, and standalone activity.
The process of creating opportunities or standalone activities for each patron on a list. When opportunities are created in bulk, an activity is created for each opportunity.
Creating and assigning a group of sales opportunities, donation opportunities, or standalone activities in bulk. To accomplish this process, a patron list is imported and used to create a batch of opportunities and activities. The batch is then bulk assigned to a group of CRM users. Due dates for batch items may also be set. Only supervisors and administrators can perform bulk processing.
A WBST account that represents a segment of a tRes data account. A business account allows an organization to designate a set of inventory available to sell by external parties, such as outlets and out-sourced sales teams. Each CRM installation is configured to work with one business account.
An organized fund raising effort composed of drives. A campaign is normally annual and may be part of a multi-year program.
See List Category or Service Case Category.
A status that users assign to opportunities, activities, and service cases when they have been completed.
The patron contact information required for an activity type. For example, a phone call activity requires a phone number.
The patron who should be contacted regarding an opportunity, activity, or service case.
A process that uses patron lists to create batches of donation opportunities, sales opportunities, or standalone activities in bulk.
A level of permissions that allows users full access (create/edit/delete) to ticketing or donation opportunities and all their related activities.
Customer Relationship Management. Generically speaking, processes implemented by a company to handle contact with its customers. Paciolan CRM is used to carry out and track processes that are specific to ticket sales and fund development.
The data recorded by Paciolan CRM during use. This includes data from standard CRM activities involved in sales and fund development, service case management, and individual status reporting. Some CRM data can be viewed and manipulated using Data Views.
The representation of an opportunity, activity, service case, or note in CRM.
CRM users include basic users, supervisors, and administrators. Basic users are salespeople, fund raisers, or customer service representatives. Basic users have limited access to CRM functionality and no other users reporting to them. Supervisors have basic users reporting to them. Administrators have access to all CRM functionality.
An inventory of patrons, events, items, etc. In most situations, an organization using tRes, such as a university, has one tRes data account.
Data fields that are configured to generate data view inquiries. CRM users create filters to limit the data included in a data view.
The type of CRM items to which the data view is applied. Inquiry types include Sales Opportunity, Donation Opportunity, Service Case, and Activity.
A function that allows users quick access to CRM data. Users can create new views, run existing views, and share views. From the data view, data can displayed on screen or exported to Excel for offline manipulation.
The representative that normally communicates with a specific patron. You can choose to assign opportunities or activities created for patrons to their dedicated representatives.
The process of establishing relationships with donors.
CRM users that report to a CRM supervisor.
CRM data generated by the fund development activities tracked in CRM.
A function in CRM that allows fundraising organizations to categorize donation opportunities for reporting. This categorization is based on fundraising processes and the progress that fundraisers make on their donation opportunities. Donation milestones are used for reporting.
An item in CRM that tracks activities, communication, and information (target amount, campaign/drive, usage, etc.) related to a potential donation or pledge. Each donation opportunity is assigned to a user.
A CRM user who solicits donations from patrons based on donation opportunities and their associated activities. Also called a solicitor.
In CRM, outright donation, pledge, or gift in kind.
A patron whose information is stored in a record in Paciolan CRM and the back office patron database. A donor can be an individual or an organization.
A list of donors that has been exported from your patron database to bulk assign items in CRM.
In tFund, a drive is an organized fund raising effort. Each donation and pledge solicted by a representative using CRM is associated with a drive. Drives are usually part of a campaign.
A CRM function that allows users to search for open drives when working with a donation opportunity.
The schedule by which representatives should complete CRM items assigned to them during bulk processing.
In CRM, an email message in a user's MS Outlook Inbox that is also in the CRM Inbox because of Outlook integration.
The conversion of an email message in the CRM Inbox into a new CRM sales opportunity, donation opportunity, service case, or email activity.
A list of undesirable events that occurred during the creation of a batch. Errors include invalid patrons, duplicate patrons in the list, patrons without contact information, etc.
The approximate amount of time it will take a user to complete an opportunity. These dates are entered during opportunity creation. You can use these dates to filter the opportunity list on the Sales Opportunities and Donation Opportunities hubs.
A tab of the Patron Detail form that is used to view and modify a patron’s eVenue and magnetic stripe ID information.
The amount of money that is expected to be generated from a sales opportunity. See also Actual Revenue Amount.
A record locator key that is used to identify a patron in an external (non-Paciolan) system.
A document attached to an opportunity, activity, or service call. Supported file types include .doc, .pdf, .jpg, .bmp.
An activity created when closing an existing activity.
The amount of money that is expected to be donated or pledged from working a donation opportunity.
A user whose access to CRM has been disabled using the CRM Manage Users form.
An email message received at a user’s Outlook account. All Outlook messages in a CRM user’s Outlook account that have been received in the last 30 days are synchronized with the user’s CRM inbox.
Either the CRM or Outlook Inbox. The CRM Ibox is a collection of the current user's Outlook email messages and meeting invitations from the last 30 days. The inbox is updated from the Outlook inbox automatically. The users’ opportunities and service cases can also be displayed at the bottom of the Inbox. This allows users to link email messages with CRM tasks.
An activity that is created in response to communication from a patron.
A view of activity, opportunity, or service case data as set up on the CRM Manage Data Views form.
See CRM Item. Also used when refering to events set up in the back office.
Used to categorize the patron lists that are used for the bulk creation of opportunities or activities. List categories are used to organize and report on these lists.
Used to export patron lists to a comma delimited CSV files.
The numeric key to a patron list. This key is automatically assigned by the system on initial list save and is not modifiable by users.
The process of importing patron lists into CRM After being imported, lists are used to create batches of CRM items for bulk processing.
A CRM dialog box that allows you to search for lists by entering the list creator, category, ID, or name. You can also choose to only find new lists (lists that have not been used to create a batch yet).
Using the Maintain Lists form to import, update attributes, delete, or export patron lists. This does not include maintaining the information of the patrons in a list.
The process of creating new lists by copying other lists, using the intersection of two lists, merging two lists into a single new list, subtracting the contents of one list from another, splitting one list into two lists, etc.
Donation and sales opportunities are considered lost if no revenue or donation is realized.
Used to categorize the reasons why sales representatives and solicitors lose their sales and donation opportunities. You can configure lost reason codes on the Manage Lost Reasons form in CRM.
The process of maintaining CRM user profiles. User profiles are created in WBST, and the CRM priviledges are defined in CRM.
A person within a sales or fundraising organization who generates and analyzes operational, pipeline, and service case reports. In CRM, a manager is assigned the Supervisor role.
MS Outlook meeting invitations are automatically synchronized and displayed in the CRM inbox. From the CRM Inbox you can open the meeting invitation in Outlook.
Back office ticketing membership information is displayed on the Patron Summary and Patron Detail forms in CRM.
See Donation Milestone or Sales Milestone.
When creating an opportunity or a service case, you can simultaneously create the next activity required to win or resolve the item.
A CRM note is free form text used to capture information about individual patrons. CRM users can view, create, and edit notes from the Patron Summary form. They can also attach documents and set expiration dates for notes.
A pool of available opportunities and activities for a team of CRM users.
A potential sale or donation. An opportunity is created to track all activities, communication, and information related to a potential sale to or donation from a patron. Opportunities are assigned to CRM users individually or in bulk by a CRM supervisor or administrator.
A CRM user's set of open opportunities. The Sales Opportunities and Donation Opportunities hubs each have their own opportunity list.
The importance of an opportunity relative to other opportunities. An opportunity's priority is set to Low, Normal, Medium, or High. The same priority settings are used by service cases and activities.
The status of an opportunity when closed by a CRM user. An opportunity's outcome is either won or lost.
An activity that is initiated by a CRM user to when communicating with a patron.
A Microsoft email generation and management program. Outlook is integrated into CRM to facilitate communication between CRM users and their customers or donors.
The integration of CRM users' MS Outlook and CRM inboxes.
The user who is assigned an opportunity, activity, or service case.
A CRM form that allows users to search for an owner for an opportunity, activity, or service case. The owner lookup will only search active CRM users.
A service case category that has subcategories.
The alphanumeric character string required, along with the user name, for users to sign in to CRM.
A customer or donor whose information is stored in a record in Paciolan CRM and the back office patron database. A patron can be an individual or an organization.
The patron information stored in the back office and used in CRM.
A form on the Patron hub that allows users to edit a patron's name, phone, address, biographical, institutional, ticketing, and development information in one place.
A function used on the Patron Summary form to edit patron information on the Patron Detail form.
The creation of a patron in CRM. The information entered includes whether the patron is an individual or organization, as well as the patron name, phone numbers, email address, shipping address, and donor type, if applicable.
An identification number that is unique for each patron. This number is generated in the back office and cannot be changed by CRM users.
A list used during bulk processing to create an opportunity or standalone activity for each patron in the list.
A method of searching for patrons by name, ID number, keyword, phone number, email address, or organization.
WBST functionality for setting the patron data access rights of users. You can define one or more patron management policies per data account. Patron management controls are set up in tRes.
Used to define patron permissions for WBST and CRM users. A patron policy may be shared and assigned to one or more WBST or patron management controls. Conversely, each WBST and patron management control must be linked to only one patron policy. Patron policies are set up in tRes.
All the information stored in the back office for an individual patron.
The CRM user to which a patron has been assigned. Also called primary salesperson or primary solicitor.
Locating an individual patron record using the CRM Patron Lookup function.
The channel through which a patron was first entered into the system (for example, donations, internet sales, or walk up sales).
A comprehensive view of a patron used by CRM users when working with activities, sales opportunities, donation opportunities, and service cases.
A patron must be either the individual or organization type.
Controls that limit user access to the various CRM functions. User permissions are set by CRM administrators.
The path through which sales or donation information flows.
The dollar amount that a patron promises to donate.
The group of open opportunities or standalone activities in a batch.
The importance of one CRM entity relative to another. An entity's priority is set to Low, Normal, Medium, or High. The same priority settings are used by all CRM entity types, including sales opportunities, donation opportunities, activities, and service cases.
The percent probability that an opportunity will be successfully closed. Values in CRM menus are customizable, but the default values are: 0%, 10%, 20%, 30%, 40%, 50%, 60%, 70%, 80%, 90%, 100%
In tFund, a program is an organized fund raising effort composed of campaigns. A program normally runs for multiple years.
A CRM view that limits users to read-only access to sales/donation opportunities, activities, and service cases.
The code for the reason an opportunity was not won. Reason codes are customizable in the CRM setup. Default values include Unable to Contact, No Longer Interested, and Cancelled.
An activity that is related to a sales opportunity, donation opportunity, or service case.
Patron information that can be used in a mailing list.
Tickets purchased for the previous year that the patron has the right to repurchase for the current year.
A text description of the action taken to resolve a service case. This text is entered as part of closing a service case.
Any opportunities, service cases, or stand-alone activities that cannot be seen by all users. The ability to view restricted data is set by users with permission to mark data as restricted.
A function in CRM that allows sales organizations to categorize sales opportunities. This categorization is based on sales processes and the progress that sales representatives make on their opportunities. Sales milestones are used for reporting.
An opportunity that is created to track all activities, communication, and information (forecast revenue, potential close date, and probability of closing) related to a potential sale. An opportunity is assigned to a sales representative. While creating a new sales opportunity, the sales rep will be able to create the opportunity’s first activity at the same time. When closing a sale, the representative may add one or more activity records to the opportunity to track all actions and communications.
A CRM user that sells tickets using sales opportunities.
The due date assigned to an opportunity or standalone activity during bulk processing.
A method of due date assignment that is available during bulk processing of activities and opportunities. You can allow users to pick dates themselves, assign daily due dates, or assign weekly due dates.
Searches for batches, drives, lists, owners, users, and patrons are done using CRM lookup forms.
Created when customers report issues with the service they received. Service cases are used to track all related activities, communication, and information needed to resolve the issue. When the issue is resolved, the service case is closed.
A type of issue for which a service case can be created. Categories are used to group similar service cases for reporting purposes. Users assign categories to incoming service cases. Categories may be further organized using parent categories and subcategories.
The importance of a service case relative to other service cases. The priority can be set to Low, Normal, Medium, or High. The same priority settings are used by opportunities and activities.
Contains all the information that has been collected about an individual service case.
The process users must complete to access CRM. CRM applies user permissions as part of this process.
See Donation Representative.
CRM uses source campaigns to group sales opportunities for reporting. Source campaigns are created and editied using the Manage Source Campaigns form.
The list used to assign patrons to opportunities or standalone activities during batch creation.
An activity that is not associated with an opportunity or a service case.
A method of distributing ownership of a batch of opportunities or standalone activities evenly among a group of users during batch assignment.
A CRM user with one or more direct reports. Supervisors can have both operators and other supervisors reporting to them. Supervisors can assign or reassign opportunities and service cases individually or in bulk to any of their reports.
A CRM user who is responsible for the setup and maintenance of CRM software and hardware, including the network, Outlook server, and Paciolan back office.
A group of donors or patrons that are used to create donation opportunities. Targets are setup and generated in tFund.
A generic term for opportunities and activities during bulk processing. Tasks are also called CRM items.
Assignment of opportunities or standalone activities to users during bulk processing.
In bulk processing, allocating the entire open quantity of opportunities or standalone activities in the batch to selected users or teams.
The type of configuration used to distribute opportunities or standalone activities during batch assignment. CRM items can be distributed evenly, by percentages, or by number to CRM users.
The opportunities or activities that need to be assigned and scheduled during bulk processing.
A set of CRM users to which tasks can be assigned in bulk. Team assignments allow all users on the team to work from the same pool of tasks.
CRM data generated by the ticket sales activities tracked in CRM.
Data that is accessible by all CRM users.
The user reporting structure defined in CRM. Basic users do not have other users reporting to them. Supervisors have one or more direct reports. Those reports can include both basic users and other supervisors.
A CRM form that allows users to search all CRM users, both active and inactive.
The name that CRM users use, along with a password, to sign in to the CRM system.
The user name and access information of a CRM user. Created within WBST and further defined in CRM to include restrictions within the CRM system.
A user profile created in WBST for access to the system. CRM user profiles are created in WBST, but further defined in CRM.
If the goal of a donation or sales opportunity is acheived, the resolution of the opportunity is considered won.