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Glossary of Terms

Term / Acronym Definition
Accounts A standard object (See: "Object") in Salesforce which allows us to group individuals, or contacts (See: "Contacts") into organizational units. These units should be entities that we wish to collect data, or report on. Accounts are normally used to reference a company or organization (rather than a person), although they can be used to represent people, in some cases
AQ AQ stands for Affinaquest, which is a customized software for Advancement needs built on the Salesforce platform
BA (Business Analyst) A person that analyzes and documents business requirements, often transforming end-user requirements into those that can serve as inputs to technical development
Campaign A standard object (See: "Object") in Salesforce that represents and tracks a marketing campaign, such as a direct mail promotion, webinar, or trade show. Campaigns can be utilized in numerous ways, while retaining their flexibility; they can be thought of as a tool to track information around a specific communication or initiative
CE (Change Enablement) Change Enablement contains many elements of Change Management, and their secondary goals are often the same. However, CE, ultimately focuses more on individual members and teams within an organization, while considering the tools and methodologies that are required to win their acceptance/prepare them for a seamless transition
Change Advocacy Change Advocacy is an activity by an individual (or group) designed to influence a culture shift within systems and institutions. In GU360, these actions are personified, in part, by Sounding Board (and SME) efforts surrounding training, project engagement and feedback leading up to--and through--the "Go Live" process
Chatter Salesforce Chatter is a communication tool that is comparable to social websites, such as, Facebook. The objective of this online-based mechanism is to have a single location where users can collaborate, brainstorm and communicate more effectively and efficiently. Chatter's functionality can allow for discussions across Salesforce application users (and customers) who have been invited to a specific Chatter group
CMC (Cloud Management Center) Cloud Management Center. CMC is a Salesforce application built by Appirio which provides capabilities enabling Appirio (and their Client core team) to communicate around the following: story development and approval, as well as, managing/automating deployments and orchestrating manpower expertise
CM (Change Management) Change Management is a framework from which to manage the human behaviors that occur following major change within an enterprise. As such, CM focuses on the organization
Community In Salesforce, Communities are customizable public (or private) spaces from which Georgetown constituents can collaborate, communicate and/or work on key activities. They are a unique lens through which members of a specific constituent group is served targeted data in a specific form, often allowing for interaction of that same data. Communities can also be thought of as traditional portals with a social, branded, and interactive experience built in
Community Cloud Community Cloud is an online social platform in SalesForce making it easier for key constituency groups to congregate and share information. In the case of GU360, CC is the nucleus that will enable (among other things), data storage and intranet communications capabilities
Constituent A constituent is anyone that interacts with Georgetown University: faculty, students, alumni, staff, applications, vendors, friends, donors, sponsors, etc. A constituent is also a "customer" of the CRM system and is served by the system (See: "CRM")
Contacts A contact is the key building block within a Saleforce. A contact is a person, someone you know that you interact with on a continuing basis
CRM CRM (Customer Relationship Management or Constituent Relationship Management) is a strategy, often supported by technology, for more effectively managing relationships with key constituency groups, such as prospective students, parents, faculty, staff, employers and/or alumni over the lifetime of the relationship
Data Conversion Transforming data that was previously stored in one format (or data structure) into storage from a new format or structure
Data Integration An automated (or manual) program that moves data between disparate systems, allowing data sahring between multiple systems of record for both analysis and consumption. As a result, the process can converge data from multiple sources, along with, reconciling it across a designated number of systems
Data Migration The moving of existing data from an existing system or database to another (new or existing) system or database
Data Model Multiple complex definitions exist, but in our case, a simplified one applies: The organizational structure which defines the way data is stored within a system or database, while defining the relationships between data types
ELA/Enterprise License Agreement Salesforce licensing agreement
Epic A high-level grouping of user stories (See: "User Stories"), typically, representing a process or systems function. An epic also represents a story that proves difficult to frame in one sprint; generally speaking, it has be broken up into several stories. Example: "As a Student, I need the ability to maintain my personal information in the Student Portal." This "epic", invariably, will need to be broken down into smaller user 'tutorials' to capture exactly how the system will assimilate various types of information
FERPA/Federal Educational Rights and Privacy Act of 1974 Federal legislation (and regulations) governing education records in relationship to privacy, access, etc....
FIA/Foundational, Incremental, Aspiration Descriptives which underscore key features within GU360's design palette
GAMBIT The current Advancement/fundraising system at Georgetown University; its name also represents GU's Millennium software solution. Utilizing Affinaquest (an advancement database built on the Salesforce platform), the current GAMBIT infrastructure will be replaced by the Georgetown 360 project
GMS/Georgetown Management System Georgetown's software for HR/Finance; Workday Software
HEDA/Higher Education Data Architecture Salesforce acronym for: Data Model Supporting Higher Education
HIPAA/Health Insurance Portability and Accountability Act Federal legislation (and regulations) which govern employee healthcare privacy
KPI's Key Performance Indicators evaluate the success of a particular activity or process
Leads A "lead" is a record type (See: "Record") within Salesforce designating prospective constituents throughout a designated environment. Let's use the example of a Georgetown student applicant: once he (or she) has been accepted as a student, they will be become a valid constituent, who is also a contact in the University's system. Thus, the targeted inidividual will now own a record (or lead) within GU's data universe
MDM Master Data Management (MDM) comprises the processes, governance, policies, standards and tools that consistently define-- and manage---the critical data of an organization in providing a single point of reference
An Object is an entity type upon which we want to collect and organize data (for example, a person, or contact, is an entity; a fundraising campaign could be another type of entity). In other words, Contacts, Accounts and Opportunities are a few examples of standard objects in Salesforce. An object allows you to store information in your Salesforce organization
OA/Office of Advancement Common abbreviation for Advancement, the departmental entity which handles giving and donating to the University
Opportunities An opportunity is a descriptive explaining standard objects in Saleforce. Within the context of Advancement, for instance, a "pledge" could represent what Salesforce designates as an opportunity
Organization In Salesforce, reference to an organization constitutes "a defined set of licensed Salesforce users". As an example, the McDonough School of Business currently resides within a separate Salesforce Organization unit through Georgetown 360. As we move forward, one of GU360's future project goals is to exist within a single Salesforce organization, thus, maximizing data integration usage and saving on licensing costs
PA (Program Architect) A employee that provides advisory services to large- scale Salesforce implementation projects
Persona(s) A persona is a specific hat you wear based on establishing a relationship with GU. Examples of the types of personas one can have range from Student to Donor; within that sphere, many of us end up wearing multiple hats in our roles within the University (i.e. Parent/Donor, Alumni/Faculty, etc..) Persona definitions have been a key component in providing our design team with a way of thinking--- and communicating---about how groups of users behave, how they think, what they want to accomplish and why. Understanding these personas helps identify opportunities for enhancing the customer/worker experience, while informing the Change Enablement regarding tactical approaches
PII/Personally Identifiable Information Data that pertains to specific persons
Phase I GU360 is comprised of three main components: Advancement, Phase 1 and a Faculty component. Phase 1 involves core academic and administrative functions that have broad university applicability. Examples include: student communications and event management
PM Project Management/Project Manager
Profile Defines a user’s permissions to perform different functions within Salesforce. A profile defines the security structure around what data or transactions an individual user can access or perform
QA Quality Assurance. Refers to a team (and/or testing activities of that team) ensuring the quality of data and overall data structure
RACI RACI is an acronym derived from the four key responsibilities most typically used through major project execution: Responsible, Accountable, Consulted, and Informed. A responsibility assignment matrix, also known as RACI matrix, describes the participation by various roles in completing tasks or deliverables for a project or business process. It is especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes
Record A specific entity (See: "Object"). A record of a person, or a contact, would be all the information that we have on "John Smith," for example
Release Part of an overarching release governance process where specific system functionalities are produced, tested, and released into production within a specified group
Role Assigned responsibility of a user, partner account, or contact for specific accounts and opportunities. For instance, Administrators can define user roles in Setup; Individual users can assign specific partner/contact roles for accounts and contacts
Salesforce (SF) is the chosen CRM platform in supporting Georgetown's expanding technical and customer relations needs
Sandbox A copy of a production environment used for a variety of purposes, commonly including testing and development. When you create or refresh (essentially delete and recreate a sandbox using the same name) a sandbox, a copy of the production environment at that point in time is made
Scope Checkpoint Review A specified point in time where Georgetown and our external partners agree on the overall scope of implementation to be produced by the project
SFDC An acronym for
SIT Systems Integration Testing. Refers to end-to-end validation of services and interfaces in integrated lower environments reflecting the higher Production environment code and configurations
SME's Subject Matter Experts - GU staff (administrators) who are knowledgeable in a particular area(s) or topics
SNHS Abbreviation for Georgetown's School of Nursing and Health Studies. SNHS is the functional lead for Phase I of GU360
SOW Statement Of Work
Sounding Board Priority Segments Sounding Board Members are an integral coalition towards building awareness, momentum and adoption regarding GU360. Within that framework, there are three critical areas which comprise Sounding Board responsibilities: Solution Validation, Testing and Change Advocacy and Support (Detailed definitions for each concentration area are listed below)
Sounding Board (Solution Validation) The first of three Sounding Board priority segments, Solution Validation emphasizes the need for members to engage in high-level technology assessments, SME/Sponsor feedback and insights relative to project roadblocks/implementation impediments
Sounding Board (Testing) Sounding Board members are critically important to the testing phase, as their participation/feedback can help influence training materials, system process validation and overall solution acceptance (For a more in-depth explanation regarding the types of Testing GU360 will engage, please see the parallel definition below)
Sounding Board (Change Advocacy and Support) The final Sounding Board segment (in terms of chronology) is Change Advocacy and Support. CAS, in essence, encompasses member abilities to fundamentally drive change through: sustained meeting attendance, focus group participation and messaging input
Sprint Targeted window of time to work on a portion of a project's scope within a particular release
Story (User Story) User Stories are short expressions of functionality that covers the WHO, WHAT, and WHY and replace user requirements. User Stories must clearly state the goal of the functionality in business language versus system language. The purpose of a story is to provide enough information for implementers to understand the requirement and for stakeholders to understand, approve and prioritize. Example: "As a Student, I need the ability to update my address in the Student Portal in order to ensure my GU contact information is accurate"
Storyboard A graphical representation of the system being developed
Style Tile The overall look and feel of the system design: fonts, colors, and brand
System of Record The authoritative source of a particular data type. Example: Workday (GMS) would be the system of record for HR related data, such as employee tax withholding elections and vacation balances
Tasks An activity not scheduled for an exact day and time, but may optionally have a specified due date for completion (e.g., list or required outbound phone calls, emails that need to be sent/responded to, a procedure within a workflow)
Technical Architecture Many possible definitions, but one textbook definition: A set of rules governing the arrangement, interaction, and interdependence of the parts or elements whose purpose is to ensure that a conformant system satisfies a specified set of requirements.
Testing (Overview)

Three distinct levels of testing will help to define GU360's mechanical capabilities, prior to launch:

AQ Testing: Early-development testing (conducted by the Sounding Boards and SME's) to make sure functionality needs are met on basic user levels in relationship to project scope requirements

User Testing: Expanded testing (again, involving the SB's and SME's) whose focus lies in validation relative to: data testing, solutions management and training support

UAT: User Acceptance Testing (or UAT, for short), describes the critical phase where GU 360 will be evaluated and formally received by Georgetown administrators for actual systems implementation within the university

UAT User Acceptance Testing. Refers to a critical stage prior to deployment to Production whereby the users of the system validate the configuration and customizations meet the business need as defined in the user stories
UI User Interface-- the way that the user navigates the system and enters data, creates transactions or runs reports via screens, log-ins, etc...
User Adoption The degree to which users utilize newly provided services to meet existing (or new) business needs
UX User Experience-- the overall way in which a system meets the needs of the User
Virtuous Cycle A series of events that reinforce themselves through a feedback loop, driving overall experience, productivity, and impact higher. In the context of GU360 the secondary metrics are constituent experience and organizational culture, with each of these driving the other higher, with a repeating cycle
Vision and Journey Map A stakeholder defined set of goals for a program or solution that is used within the project and program ongoing to maintain strategic alignment
WIIFM What's In It For Me? A key question Change Management Strategy (e.g., training/communications) aims to address to build end user understanding, acceptance and commitment to the new solution.
Wireframe A basic layout or outline of the structure of the system, minus the Style Tile (look and feel)
WX Worker Experience