Intranet – CRM Glossary

Updated 5/30/17

CRM: This is an acronym for “constituent relationship management” and refers to Salesforce and related applications, including CauseView, Communities, and Conga Reports. Additional applications include Campaign Monitor for email, and tools like Cloudingo, IFTTT (If This Then That), and Jitterbit that are used by the system administrator(s).

Individuals: In the CRM, the term “Individuals” is used interchangably with “Contacts”.

  • Record types:
    • Layperson: the default record type for most contacts – donors, catechists, EMHC’s, newsletter subscribers, and others
    • Clergy: used for AMS clergy only – i.e., those chaplains, priests, and deacons endorsed by the AMS
    • Religious: used for all religious who are not AMS-endorsed clergy, whether Catholic or otherwise
    • Seminarian: used for any AMS-affiliated individual currently in seminary, whether co-sponsored or not
    • Deceased: displays a more limited set of fields for an individual who has died

Account: In the CRM, “Accounts” is used for any entity that is not an Individual – installations, diocese, religious orders, households (i.e., groups of related individuals), businesses, and more.

  • Installation: this Account record type refers to all locations to which an AMS-endorsed or certified individual can be assigned. This is further subdivided by the ‘Installation Type’ field, which indicates whether it’s a physical installation, a Navy ship, a Marine unit, or a VA Medical Center.
  • (Arch)Diocese: this Account record type is used for all archdiocese, diocese, and parish records.
  • Seminary: this Account record type is used for all seminaries
  • Household: this is a special Account type that refers to a group of related individuals, typically living in a single location. It is used primarily by Development, although every Individual has a corresponding Household record, even if they’re the only person in that Household. Household is NOT used for religious communities and similar situations.
  • Organization: all organizations that don’t match one of the other types – e.g. Knights of Columbus, a corporation, etc.

Application: An “application” in the CRM is both:

  • the information submitted by an individual to AMS (whether for endorsement, catechist certification, EMHC certification, or even a CPLC contract)
  • the record of the status of the endorsement/certification/approval (I.e., it is ‘submitted’, ‘approved’, ‘withdrawn’, etc.)

Assignment: In the CRM the “assignment” object is a combination of a role or status and a location. Assignments are used for all individuals that AMS approves, certifies, and endorses, starting when they’re a Co-Sponsored Seminarian or endorsed/certified/approved for another role. For chaplains, assignments are tracked from co-sponsorship through retirement. For Catholic Ministry Team members, EMHC’s, and Catechists, assignments are tracked only for those times when the individual is actively working in an AMS-approved role (e.g. not retirement, not during times between assignments).

  • Role or status: Military Chaplain, Catechist, EMHC, CPLC, Seminarian
  • Location: Installation, unit, ship, seminary (NOTE: historically, this was sometimes used for status, such as ‘Inactive’ or ‘Retirement’)

Campaign: In the CRM the “campaign” object and related functionality is used for:

  • A fundraising initiative (e.g., National Collection)
  • A series of emails for an online marketing effort (e.g., e-ttention)
  • An event (e.g. Convocation, Memorial Mass, fundraising dinner)

Segmenting constituents by group: 

  • This is typically done in preparation for sending a communication (postal or email) to a group, configuring a new view in the CRM, or configuring report parameters
  • To segment based on a certification/endorsement/role you should rely primarily upon various fields on the Individual and Assignment records. Eventually the status of Application records could be used (e.g. after five years of using the CRM for catechist applications – i.e., Jan. 2022 – all active Catechists will have an application with status “Approved”), but for the next few years that would not be authoritative.
  • When to use Assignment records vs Individual records:
    • Assignment records depends heavily upon self-reporting by individuals and/or the chaplain or CPLC at an installation, and as such is not 100% up-to-date
      • It will not list those who are certified but may not have an assignment
      • Since an individual may serve in the same role at multiple installations, they may be listed multiple times in a report by assignments
    • Individual records have fields that are managed by AMS upon granting of certification/approval, and as such may be more accurate
      • The accuracy depends upon the degree to which standard operating procedures have been followed, since it requires manual update of the individual record in many cases (e.g. to update EMHC expiry date)
  • Typical exclusions: you will often want to exclude records that meet one or more of these conditions:
    • Deceased = true
    • Deceased Date not equal to (blank)
  • AMS Clergy: anyone who has ever served as an AMS chaplain, priest, or deacon will have this record type.
  • Subsets of this data (e.g. all Active Duty Chaplains) require one to filter on either the Assignment record (Service Status and Sub-type fields) or the Individual record (concatenated Service Status field). Note that the value in Service Status on the Individual record is a concatenation of those Service Status and Sub-type of Assignments with Status = ‘Current’
    • Active Duty Chaplain: Service Status on the Individual record will contain the exact terms “Military Chaplain” AND one of the following: “Active Duty,” “Retired/Retained,” or “Reserve – Mobilized.”
    • Deacon: Service Status on the Individual record will contain the exact term “Deacon.” If they are active duty, they will also have the term “Permanent,” as “Transitional” deacons are never active duty.
    • VA Clergy: Service Status will contain “VA Chaplain”
    • You may also want to include or exclude the following:
      • Retired: Service Status will contain the exact word “Retired” but not “Military Chaplain” (since “Retired/Retained” is a sub-type of “Military Chaplain”)
      • Inactive (i.e., resigned, terminated): Service Status will contain “Inactive”
      • Not in Good Standing: Service Status will contain “Terminated – See Notes”
      • Service Branch: note that on the Assignment record, Service Branch is related to the Installation where one is serving. However, on the Individual record, it is that individual’s actual service branch as required for generating the proper title. So an individual could have an Assignment with Service Branch “Veterans Administration,” though the Service Branch on the Individual record would show as “Civilian.” Or the Service Branch on the Individual record might be “Navy” if they’re retired from the Navy.
  • Vocations contacts: all Vocations contacts will have Individual record type “Vocations” or perhaps “Clergy” (for CSP Priests)
    • Inquirers
    • Co-sponsored seminarians
    • Non-CSP seminarians?
    • Co-sponsored priests
  • Contacts in the endorsement process:
    • Chaplain Candidates: 
    • Endorsed (Awaiting Orders): 
  • Catholic Ministry Team roles:
    • Catechist: Service Status will contain 
    • EMHC: 
    • Lay Leader: 
    • Catholic Representative: 
    • CPLC: 
    • Youth Minister: 
    • Young Adult Minister: 
    • RCIA: