FormusPro Geek Speak

CRM & Software Glossary of Terms

When it comes to CRM software and development, we know it can be a technical nightmare for the non-technical among us. We have created this ever-expanding glossary to give a bit of explanation and contact to some of the terms and phrases we use in the industry and here in the office. We hope it helps.

Missing one? Let us know so we can add and explain it!

A | B | C D E | F G | H I J | K L M NO P Q R S T | U | V | W X YZ



Microsoft's cloud computing platform.  Can be used in place of traditional 'on-premise' platforms for hosting of servers, functions, databases, processes, and much more.

Azure DevOps

Microsoft's development and operations management software.

More about Azure DevOps


A lasting collection of computer system data or other records that are in long term storage.

Application User

A type of user in Model Driven Apps that does not require a license but cannot be logged into by a person. Typically used for allowing external applications and services to connect.


An acronym for Application Programming Interface. An interface that allows software to be extended or integrated with other software.

Active Directory (AD)

A service used by Microsoft software to manage security, identity and credentials.


Something that occurs in an independent time frame. Such as a process that will run to completion without holding up related processes.


Back End

The area of a piece of software that does is not intended to be visible to its users and will not typically have a visual user interface. Is usually responsible for the logic and data storage of an application.

Business Process Flow

A sequence of steps followed one after the other to allow for data to be captured with consistently. Similar to Workflows, Business Process Flow's always require the user to navigate the steps manually, instead of this being completed automatically in the background.

Back End Customisation

Another name for back end development.

Background Workflow

Another type of workflow which checks when a task is performed behind the scenes (either on a timer or by seeing if another workflow has done something) before performing an action.

Back End Development

Another name for back-end customisation. Changes that are made to the non-visible area of a system. Typically, more complex than other changes.


Configuration (Config)

The adaptation and reshaping of existing code functionality to create a CRM tailored to your needs. Quicker and less complex method of achieving customisation.

More About Configuration

Continuous Improvement

Ongoing evolution of your system’s functionality, to bring about gradual improvement to the system in manageable chunks.


A very loose a term in the software world. To mean the modifying of a system, usually with little indication of the technical scope behind it. It's always good to find out more detail when talking about customisation.

Canvas App

A User Experience focused type of PowerApp that can run on nearly any platform.

Campaign Automation 

The automation of dynamic and targeted marketing campaigns using a drag-and-drop interface with ClickDimensions.



The process involved in planning, designing, creating, programming, testing, bug fixing, improving and troubleshooting software or application code.


The Microsoft Dataverse (formerly Common Data Service) is a Microsoft data storage platform.

Data Migration

The process of transferring data from one computer system to another, usually from an old to a new computer system.


The process of switching off or removing software or functions considered to be obsolete.

Data Cleansing

The process of removing or archiving old, duplicate, or irrelevant data from a computer system, to give it a cleaner feel or to comply with data protection regulations.


End User

A person using a system, typically on a regular basis for everyday tasks within their job function.


Front End

The area of a system that users interact with. It sits in front of the back end as a transitional layer, providing the graphical and structural interface for the user.

Front End Configuration

Sometimes known as just Configuration or Config. The adaption of existing components to better suit a user’s needs without the requirement for full development or advanced custom code.


Hybrid Consultant

A Dynamics 365 consultant who is skilled in both front end configuration and back end development.


Knowledge Base (KB)

Centralised Library of FormusPro troubleshooting documents. Giving easy access to information that would otherwise require a support ticket.



A method for managing and grading requirements using a rating of "Must", "Should", "Could" or "Would".

Model Driven App

Data-focused type of PowerApp that is defined by its business use. All of the apps that make up Dynamics 365 Customer Engagement products such as D365 for Sales are examples of these.



The process of familiarising users with new software and processes, with a focus on promoting the change as a valuable solution.

Out of the Box

Sometimes shortened to OOB or OOTB. Also called off the shelf or off the peg. In software, it usually means as it comes, with pre-existing default functionality as standard. No customisation.



A demo of in-development software to the customer for review and feedback.


A Microsoft service that allows for easy automation of repetitive tasks.


A group of applications used for the development of business solutions. It encompasses Power BI, Power Apps, Dynamics 365, Power Automate, and Power Virtual Agents).

More about the PowerPlatform


A Microsoft product that allows the easy creation of simple business applications.

More about the PowerPlatform

Progress Meetings

Regular meetings allowing us to review support performance with you, and to highlight any complex cases that may require further attention.


Quick Create Form

Model Driven Apps use forms for data entry and display. A Quick Create Form is typically a smaller form with key information necessary for the record to be created.

Quality of Life

A term that when used in the context of software, typically refers to small improvements that make a piece of software quicker and easier to use.


Solutions Architect

Specialises in overseeing, directing, problem-solving and implementing best practice to assist the successful execution of complex or business-critical systems.

Super User

System user or guardian within your organisation who has a good understanding of the software. These people are ideal for Administration training sessions.

Single Sign On (SSO)

A user authentication scheme allowing a log in with a single username and password to any number of related, yet potentially independent software systems - the idea is, you login once then access any of the related software items.

Software Consultant

Highly knowledgeable in their key areas. Specialises in training, assessing, improving and troubleshooting. Usually advise rather than overseeing but are capable of both.

System change requests

A request to make a change in how a system works, whether something small like adding a new field, or something large like building an integration with another system.

System Health Check

Where we evaluate your system configuration, usability, user issues, quality and efficiency of data and produce a report of our findings.

System Guardian

Individuals chosen to see that the system is "looked after" and used correctly. Ideally also a Super User.


Third Party App

An application from a 3rd party publisher, that you may wish to integrate with systems provided by FormusPro (e.g. MailChimp, Xero etc.)

Tenant Admin

In-house Microsoft administrator - they have responsibility for their company’s logins, create email accounts and reset passwords. Usually a member of IT.

Third Party App Integration

Connecting a 3rd party application to your system, to allow for the exchange of data (e.g. linking Dynamics 365 with Xero for transfer of data for accounting purposes.)

Third Party App Training

Training provided for applications published by 3rd parties (e.g. MailChimp, Xero etc.) See training options



Operators who use a computer system for its intended purpose (rather than Developers who build a system, or Administrators who maintain a system). Users can be further categorised into End Users or Super Users.

Unified Interface

The new style layout for the user interface within Dynamics 365.

User Queries

Simpler queries raised by users of the system – such as “how-to” or basic process questions.

User Adoption

Also known as onboarding. Getting staff buy-in, giving them the training, confidence and knowledge they need to feel willing and able to use new software.


Web Tracking

In marketing terms, the use of tracking technology on your website, to allow analysis of visitor activity. In Dynamics 365, this is achievable using the ClickDimensions software.


The paths that facilitate a sequence of tasks carried out automatically, behind the scenes, to process data. eg from being undone to done, or raw to processed.