Sales & Customer Service • Module glossary
This glossary explains common words and fields you’ll see when using CRM & Sales in XFatora.
Also known as: CRM, Sales CRM
What it is: An activity log is the timeline of what happened with a lead or customer (calls, emails, meetings, notes, status changes).
When you use it: Use it to avoid repeated questions and to keep the whole team aligned when multiple people work the same account.
Example: A salesperson is on leave; another teammate reads the Activity Log and continues the deal without missing context.
Common fields (and what they mean):
Related terms: Notes, Follow-up Task, Smart Mentions
What it is: A contact is a real person inside a customer account (or a lead) — the people you email, call, and assign actions to.
When you use it: Use contacts when one customer has multiple people (finance, operations, manager) and you need clear communication.
Example: Your customer has a finance manager for invoices and an operations manager for delivery updates—add both as contacts.
Common fields (and what they mean):
Related terms: Customer, Communication Log, Support Ticket
What it is: Custom fields let you add extra information that matches your business (without changing the system’s standard fields).
When you use it: Use them when the built-in fields don’t capture something important for your sales process.
Example: Add a custom field: “Preferred Billing Currency” to store EUR/SAR/USD per customer.
Common fields (and what they mean):
Related terms: Customer, Forms, Reporting
What it is: A customer is an approved account you actively do business with—usually after a lead is qualified or a deal is won.
When you use it: Use customers to manage billing, contacts, contracts, and the full relationship history in one place.
Example: After a signed agreement, the lead becomes a Customer and you start invoicing them monthly.
Common fields (and what they mean):
Related terms: Contact, Invoice, Contract, Support Ticket
What it is: The customer portal is a secure place where customers can view documents and interact (like paying invoices or opening tickets).
When you use it: Use the portal to reduce back-and-forth emails and give customers self-service access.
Example: A customer logs in to download invoices and check ticket status without emailing your team.
Common fields (and what they mean):
Related terms: Invoice, Support Desk, People Records
What it is: A discount reduces the invoice/quote total—either as a percentage or a fixed amount.
When you use it: Use discounts when you offer promotions, negotiated pricing, or loyalty pricing.
Example: A long-term customer gets a 10% discount on the first 3 months.
Common fields (and what they mean):
Related terms: Estimate, Invoice, Approval Workflow
What it is: An estimate (quote) is a pricing document that forecasts the total cost before final billing.
When you use it: Use estimates when pricing depends on scope or quantities and you want customer approval first.
Example: A customer wants a custom implementation—issue an estimate before starting work.
Common fields (and what they mean):
Related terms: Proposal, Invoice, Discount, Tax Rate
What it is: A follow-up task is a reminder/action linked to a lead or deal to ensure nothing is forgotten.
When you use it: Use follow-up tasks to keep momentum in sales and prevent leads from going cold.
Example: After sending a quote, create a task: “Follow up in 2 days to confirm receipt.”
Common fields (and what they mean):
Related terms: Stage, Activity Log, Advanced Projects
What it is: An invoice is the official bill you send to a customer requesting payment for delivered goods or services.
When you use it: Use invoices after work is delivered (or upfront if you charge in advance) to track receivables and payments.
Example: After completing a project milestone, you issue an invoice with a 14‑day due date.
Common fields (and what they mean):
Related terms: Payment, Credit Note, Accounts Receivable, Core Accounting
What it is: An item is a product or service you sell and add to quotes, invoices, and proposals.
When you use it: Use items to keep pricing consistent and speed up document creation.
Example: You add a “Consulting Hour” item with a fixed hourly rate to reuse across invoices.
Common fields (and what they mean):
Related terms: Invoice, Estimate, Tax Rate
What it is: A lead is a person or company who might become a customer, but hasn’t committed yet. Leads are where your sales work begins.
When you use it: Use leads when you want a clean place to capture interest before you decide whether the contact is qualified and ready for a sales conversation.
Example: Someone fills a website form asking for pricing. You create a Lead, assign it to a salesperson, and schedule a follow‑up call.
Common fields (and what they mean):
Related terms: Lead Source, Pipeline Stage, Opportunity, Follow-up Task, Customer
What it is: Lead Source is the label that tells you how the lead found you (e.g., Google Ads, referral, webinar).
When you use it: Use it to measure which marketing channels bring the best leads—not just the most leads.
Example: After 30 days, you see referrals convert better than paid ads, so you invest more in partnerships.
Common fields (and what they mean):
Related terms: Lead, Campaign, Conversion Rate
What it is: A note is internal information you store on a lead, deal, or customer—things your team needs to remember.
When you use it: Use notes to capture context that shouldn’t be lost in chat messages or personal notebooks.
Example: You record: “Client wants invoice in EUR and prefers net 30 terms.”
Common fields (and what they mean):
Related terms: Activity Log, Smart Mentions
What it is: An opportunity (sometimes called a deal) is a qualified sales chance with a clear potential value and a path to closing.
When you use it: Use opportunities when the lead is real and you want to manage it with expected value, close dates, and next steps.
Example: A lead confirms they have budget and need the product this month—convert the lead into an Opportunity.
Common fields (and what they mean):
Related terms: Lead, Pipeline, Forecast, Proposal
What it is: A payment is a recorded transaction that reduces what a customer owes on an invoice.
When you use it: Use payments to keep your receivables accurate and to understand cash flow.
Example: A customer pays half today and half next week—record two payments so the invoice shows Partially Paid until settled.
Common fields (and what they mean):
Related terms: Invoice, Payment Terms, Core Accounting
What it is: Payment terms define when and how a customer is expected to pay (e.g., due in 14 days, net 30).
When you use it: Use payment terms to reduce disputes and to standardize billing across customers.
Example: For enterprise customers, you set Net 30. For new customers, you require upfront payment.
Common fields (and what they mean):
Related terms: Invoice, Due Date, Accounts Receivable
What it is: A pipeline is the visual flow of your sales process—stages that show how deals move from first contact to closed sale.
When you use it: Use a pipeline to keep the team consistent and to spot where deals are getting stuck.
Example: Your pipeline has stages: New → Qualified → Proposal Sent → Negotiation → Won/Lost.
Common fields (and what they mean):
Related terms: Stage, Opportunity, Forecast
What it is: A proposal is a formal offer outlining scope, pricing, and terms—often used before an invoice is issued.
When you use it: Use proposals to present options, packages, and value before asking for payment.
Example: You send a proposal with 3 packages (Basic/Pro/Enterprise) and the customer selects Pro.
Common fields (and what they mean):
Related terms: Estimate, Invoice, Contract, Opportunity
What it is: A sales forecast is your estimate of future revenue based on open opportunities and their stages.
When you use it: Use forecasting to plan staffing, inventory, and cash flow proactively.
Example: Your pipeline shows 200k SAR likely to close this month, so you plan hiring accordingly.
Common fields (and what they mean):
Related terms: Pipeline, Opportunity, Stage
What it is: A stage is one step inside your pipeline. It tells you what should happen next.
When you use it: Use stages to create clear handoffs and expectations—everyone knows the next action for each stage.
Example: A deal in “Proposal Sent” stage should have a follow-up date within 3–5 days.
Common fields (and what they mean):
Related terms: Pipeline, Follow-up Task, Opportunity
What it is: A subscription is a recurring billing agreement—ideal for monthly or annual plans.
When you use it: Use subscriptions when you want predictable, automated recurring invoices and renewals.
Example: A customer is on an annual plan—create a subscription that invoices every 12 months.
Common fields (and what they mean):
Related terms: Invoice, Revenue, Renewal
What it is: Tags are flexible labels you add to organize records (e.g., VIP, Wholesale, At Risk).
When you use it: Use tags when you need fast filtering that doesn’t require changing your pipeline structure.
Example: Tag leads from a trade show as “Expo2026” to measure ROI.
Common fields (and what they mean):
Related terms: Segmentation, Reporting
What it is: A tax rate is a percentage applied to goods/services (VAT, sales tax) when invoicing.
When you use it: Use tax rates to keep taxes consistent and compliant across your documents.
Example: You set VAT 15% and apply it to all taxable items automatically.
Common fields (and what they mean):
Related terms: Invoice, E-Invoicing (EU), ZATCA Compliance
