Glossary of Terms

Apex

Strongly typed, object-oriented programming language that allows developers to execute flow and transaction control statements on the Force.com platform server in conjunction with calls to the Force.com API.

AppExchange

Business app store from Salesforce, featuring thousands of enterprise and small business applications.

Application Programming Interface

Interface implemented by a software program that enables it to interact with other software. It facilitates interaction between different software programs similarly to the way that the user interface facilitates interaction between humans and computers.

Chatter

Social networking component of the Salesforce platform.

Customer Relationship Management

A system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

Customer Experience

The sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation, and advocacy.

Enterprise Feedback Management

System of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization.

Europe Middle East and Africa

Regional designation used for government and business purposes.

Namespace Prefix

Namespace prefixes are used in managed Force.com AppExchange packages to differentiate custom object and field names from those in use by other organizations. See this link for more information.

Net Promoter Score

Business metric based on the idea that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. Read this for more information on NPS.

Open Authentication

Open standard to authorization. OAuth provides client applications a 'secure delegated access' to server resources on behalf of a resource owner. It specifies a process for resource owners to authorize third-party access to their server resources without sharing their credentials.

Scale

Aspect of a survey question that defines both the type of question it is (checkbox, text, select list, etc.) and the sequence in which it is displayed in relation to the other survey questions.

Voice of the Customer

Market research technique that captures a customer's expectations, preferences, and aversions; produces a set of customer wants and needs organized into a hierarchical structure and prioritized in terms of relative importance and satisfaction with current alternatives.