Glossary of Terms

Capitalisation

Always capitalise product names. There's no need to capitalise bits of iCM. So: body text, related content, forms designer; but Default template, Case Management etc.

Case Management

Case Management delivers case handling and CRM capabilities via your website. It integrates with other elements of the platform, allowing your users to track their cases via My Account and User Requests, and your staff to work on cases using the Self Service template.

Claimable Tasks

Workflow processes user tasks that a user can claim to work on. Tasks can be assigned directly to a named user, see "Assigned Tasks", or be made available to a group of users, known as candidates.

Where a task has several candidates, each user will have the ability to claim that task, so that they can carry out the required work. Once a task has been claimed by one user, it is removed from the claimable task lists of other users.

Tasks are claimed via the Self Service template.

Click

Try and avoid using "click" to describe user actions. Buttons should be "pressed" and links should be "followed". You can give instructions to right-click (with a hyphen).

Context Menu

When you right-click on something in iCM, and get that pop-up menu, that's the context menu. When describing an item in the context menu, use quotes. For example, Right-click on the article icon and select "Preview this article".