Application terms and everyday examples

Understand the main record types and see how they are used together.

Needs: All modules

The application uses different records for different stages of work. This glossary explains the main terms, followed by three examples showing how a team might use them during an ordinary customer or employee process.

Common terms

Term	What it means
Prospect	An organization you plan to approach as a potential customer.
Lead	A contact being qualified who does not yet have a client login.
Client	A customer contact with their own sign-in account.
Company	An organization record that groups its people and related work.
Deal	A possible sale, with a value, stage and expected closing date.
Estimate	Proposed charges that the customer can accept or decline.
Invoice	A draft or issued billing document with a balance and payment history.
Ticket	A support request with its conversation, owner, status and deadlines.
Task	An action assigned for completion, on its own or within a project.
Project	The tasks, dates, people and records used to deliver a larger job.
Sprint	A selected set of tasks planned for a defined period.
Plan	The service terms applied to a customer, such as included hours and SLA rules.
Segment	A saved set of conditions used to find matching contacts.
Tag	A label applied to a record to help organize or find it.
Workflow run	One execution of a configured automation for a record or event.

From an inquiry to a completed job

Suppose a visitor asks about a network installation through a lead form. Staff open the resulting lead, check the answers and arrange a follow-up. Once there is a specific job to discuss, they create a deal and prepare an estimate.

After acceptance, the appropriate contact can be converted to a client account. The team creates an installation project from a template, checks the dates and assigns any required onboarding forms or documents. Staff complete the tasks and record their time against the job.

Before billing, someone reviews the rates and any included-hours allowance. They prepare the invoice, check it and send it. Payments are then recorded and, if Accounting is enabled, matched to the bank statement. These are steps for the team to carry out or deliberately automate; the whole sequence does not run merely because the first form was submitted.

From a support request to a reusable answer

A customer submits a ticket. The service team reads it, assigns an owner, checks the priority and SLA, and replies with the next step. Technicians keep internal investigation notes separate from the customer conversation and link relevant equipment and time.

After resolving the issue, the team reviews any feedback or reopening. If the answer will help other customers, a staff member writes or updates a knowledge-base article and links it from a saved reply. A recurring follow-up can then be considered for a template or workflow.

From a new hire to routine employee administration

HR creates or links the employee account, sets the department and manager, and checks benefits and access. An onboarding project assigns the equipment, document and training work to the right people. The employee receives the portal link and uses self-service for the actions available to them.

Managers then review requests through the approval process, while HR maintains attendance and development records. When employment ends, an offboarding project can organize account and equipment tasks. Those tasks still require their owners to carry them out; the template does not automatically deactivate every external account or process payroll.