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CRM Data Definitions
Chapters
  1. 01 · One Business, Four Kinds of Records
  2. 02 · Define Leads and Contacts
  3. 03 · Build the Person Lifecycle
  4. 04 · Build the Account Lifecycle
  5. 05 · Define Opportunity Stages
  6. 06 · Assign Owners and Handoffs
  7. 07 · Define Important Fields and Sources
  8. 08 · Resolve Conflicts and Open Questions
  9. 09 · Capstone: Publish the Business Truth Map
Guide overview →

12 min · Interactive exercise

Chapter 7 of 90 complete

Define Important Fields and Sources

Record meaning, writer, source, authority, freshness, lineage, dependencies, and intended use.

Acme has two fields that look like they answer the same question: account_health and renewal_risk_score. A nightly job recalculates the score and touches the record every night, so the generic modified date is always recent, even though the CSM's assessment is two weeks old. A field label and a timestamp can't do the job a field contract is supposed to do.

What a field contract actually needs

For every load-bearing field, record: source (how the value arrived), writer (who may change it), primary source (the original maintained record behind a copy or calculation), lineage (the paper trail), authority (whether it may support one specific decision), freshness (the observation time and cadence), and intended use.

Source doesn't rank fields from good to bad. A CSM's assessment can be the primary source for a practitioner judgment; a calculation can be the primary source for a defined score. Intended use, evidence, and freshness decide fitness, not where the value came from.

The decision: a contract, not the newest timestamp

Preserve both of Acme's risk fields, name their different uses, and route the real disagreement for review. The renewal_risk_score is authoritative for the risk-prioritization report while the job stays healthy; it is not proof the CSM changed their mind. The record's generic modified date shows up only as an audit detail, and it can't settle the actual business question.

Carry this into your business

Start with the fields that can change work or change a number someone reports. Write the business question before the platform name, then find the fields similar enough to get confused for one another. Those cause the expensive, quiet failures.

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Complete the field entries and resolve the conflict

Complete all 4 field entries, map both milestones, then choose how to resolve the conflicting risk fields.

Fixture: field-conflict

Acme Manufacturing · conflicting risk fields

FIXTURE-FIELD-CONFLICT
account_health
Healthy (CSM-entered, 6 days ago)
renewal_risk_score
High (calculated nightly)
Generic modified date
Last night
Resets every run.

person_lifecycle drives Sales handoff eligibility and the funnel report. Complete its field entry.

Complete the person_lifecycle field entry

System-derived, written by lifecycle automation, authoritative, event-driven.

sales_accepted_at is the timestamp the handoff SLA report depends on. Complete its field entry.

Complete the sales_accepted_at field entry

Written by the handoff-acceptance rule the moment Sales records acceptance.

account_health is a CSM's own judgment call, entered by hand. Complete its field entry.

Complete the account_health field entry

Human-entered on the customer-review cadence, owned by Customer Success.

renewal_risk_score is a nightly automated calculation that can disagree with account_health. Complete its field entry.

Complete the renewal_risk_score field entry

Calculated nightly from product and support signals, owned by Revenue Operations.

The handoff SLA report measures how long Sales took to respond. Which event should sales_accepted_at mark?
Reporting will use customer_since_at to measure how long Acme has been a customer. Which event should it mark?
account_health says Healthy. renewal_risk_score says High. How should the report resolve that disagreement?
Chapter 7 of 90 complete