CRM 18R2 Release Notes July 2018

Transcription

1 CRM 18R2 Release Notes July 2018

2 Contents Contents... 2 Figures... 3 Tables... 3 Introduction... 4 Highlights of this Release... 4 User Visible Changes... 4 New in Veeva CRM 18R Core CRM... 6 Call Sampling... 6 Printing Receipts for Content Acknowledgement... 6 Medical... 7 Veeva CRM for Medical Upgrade Process... 7 Order Management... 8 Manual Allocation of Free Goods... 8 Scheduling and Planning... 9 MCCP Goals by Priority in a Single Call Channel... 9 Maps in My Schedule Calendar Panel Accounts Panel Map Panel MySchedule Event Colors Surveys Increasing Survey Limits Employee Commenting on Advanced Coaching Reports Territory Management General Veeva CRM for iphone Veeva CRM iphone Push Notifications Events Management Limiting Outside Territory Searches Multichannel Engage Meeting CLM for Engage Meetings Hosted from CRM Online Content Tracking in Engage Webinar MyInsights Configuring MyInsights for iphone Parity Events Management Revision History Appendix A: New Objects Appendix B: New Fields Appendix C: New Veeva Messages

3 Figures Figure 1: Printing Receipts for AOC... 6 Figure 2: Print Receipts for Content... 7 Figure 3: Manually Allocation of Free Goods... 9 Figure 4: Maps in MySchedule Figure 5: Commenting on Advanced Coaching Reports Figure 6: Downloading Presentations Figure 7: Viewing Media Figure 8: MyInsights for iphone Tables Table 1: Tracking Content in Engage Table 2: 18R2 Objects Table 3: 18R2 New Fields Table 4: 18R2 New Veeva Messages

4 Introduction Many new features can be enabled with Veeva CRM 18R2. This document provides a brief explanation of each new feature and updates to existing features. Highlights of this Release Veeva CRM 18R2 brings major improvements across the full suite of applications, providing enhancements optimizing the user experience and maximizing productivity. Detailed instructions for settings required to fully enable these, as well as all the new features in Veeva CRM 18R2, are available later in this document. Veeva CRM Sunrise - Provides the same functionality in a more intuitive, user-friendly design New CLM Features - Includes new features like Favorites, Recents, and Table View to help users find content faster My Schedule Maps - Enables users to efficiently plan their day by plotting their schedule on a map with nearby Accounts Veeva CRM on iphone - Provides users the power of Veeva CRM at their fingertips Push Notifications - Alerts users with immediate notifications about important information from which they can take action. Advanced Coaching Report Rep Comment - Gives users the opportunity to provide a comment when reviewing their coaching report User Visible Changes Users can view the following changes for this release without additional configurations: Approved The data types of the following fields on the Approved_Document_vod object are updated: _Subject_vod is now Long Text Area (1500) Territory_vod is now Text (255) If a Sent_ _vod record is not successfully sent after 14 days, the Status_vod field updates to Failed_vod and no longer tries resending. Records of the _Receipt_vod record type send indefinitely until they are successfully sent. Call Report The Duration_vod field on the Call2_vod object now copies to all child calls when Unique Activities is enabled 4

5 CLM Views in the CLM Media Library, for example, CLM Presentations, My Presentations, and Training Presentations, remain sticky until the CLM session ends When beginning a session through the Media tab, if a non-training presentation is launched, users cannot launch a training presentation until the CLM session ends. All other content can be launched. The Favorites tab displays a list of presentations the user indicated was a favorite The Recents tab displays a list of the most recently viewed presentations Columns defined in the CLM Presentation Grouping Veeva Message display as separate, sortable columns in the Table view Engage Meeting The ios and Android HCP Engage app now supports all Veeva supported languages. See Supported Languages for a complete list. Events Management The EM_Event_Team_Member_vod VisualForce page now labels the last user who modified the record as Last Modified By The first and last names of any users who are added as EM Attendees automatically stamp to the First_name_vod and Last_Name_vod fields on the EM_Attendee_vod record General Veeva CRM and Medical have new application icons o - CRM o - Medical Both the Sync and Veeva Update widgets display by default on the ipad home page. These are not configurable. Scheduling and Planning Online and Windows 8 and 10 users can now view additional historical data and planned activity on the Timeline View. Three months of additional data loads at a time. 5

6 New in Veeva CRM 18R2 The following are available to all licensed users. Instructions to configure these options are discussed in each topic and in the Veeva CRM product documentation after the production upgrade. Core CRM CALL SAMPLING Printing Receipts for Content Acknowledgement Signed Acknowledgement of Content (AOC) receipts can now be printed as PDFs, allowing users to quickly and easily produce compliant documentation for official review. When a user delivers samples for BRC products, an HCP or delegate must sign an AOC indicating the product and quantities received. To meet federal compliance requirements, the receipt and signature must be available to the FDA or other government entities for review in PDF format. Figure 1: Printing Receipts for AOC Configuration To enable this feature: 1. Add the Print_AOC_Receipt_vod button on the Content_Acknowledgement_vod object to the Content Acknowledgement related list on the appropriate Person Account page layout. 2. Verify the value in the CONTENT_ACKNOWLEDGEMENT_TEMPLATE_vod Veeva Message. This message contains the HTML used to generate the PDF receipt. 6

7 By default, the message is populated with Veeva-provided HTML to generate the PDF receipt. HTML tokens are used to bring data from Veeva CRM into the template and to generate the table containing BRC product data. Admins can modify the token to display different fields. Example Content_Acknowledgement_vod c.aoc This is an example of how to use the {{insertcallsample}} token to generate a table. {{insertcallsample[filterproducttype=brc, Content_Acknowledgement_Item_vod c.product_name_vod c, Content_Acknowledgement_Item_vod c.lot_vod c, Content_Acknowledgement_Item_vod c.ship_quantity_vod c, Content_Acknowledgement_Item_vod c.received_quantity_vod c, Content_Acknowledgement_Item_vod c.u_m_vod c, Content_Acknowledgement_Item_vod c.manufacturer_vod c, Content_Acknowledgement_Item_vod c.distributor_vod c]}} See Receipts for Signature Transactions for more information on how to use this token. Use From the Content Acknowledgements related list for an Account, select the check box, or boxes associated with the records to print and then select the Print AOC Receipt button. A PDF is generated. If the user selects multiple records, all records are added to one PDF. Figure 2: Print Receipts for Content This feature is available on the Online platform. MEDICAL Veeva CRM for Medical Upgrade Process Veeva CRM for Medical is now merged into a unified Veeva CRM app. Moving forward, IT teams only need to manage one application for deployment. After the 18R2 release, Medical users need to do the following: 1. Sync their existing Medical app. 2. Accept the prompt to install Veeva CRM. 3. Sign in to the downloaded Veeva CRM app. Medical users need to complete an initial sync of Veeva CRM to use the application. 7

8 4. Accept the notification about the Veeva CRM app icon changing to the Veeva Medical app icon. (Supported on ios 10.3 and up). 5. Begin using the new Veeva CRM application. All features including Medical application labels, KOL Profile, and unique Medical coloring of the app are available. When trying to use the old Medical app, you receive a notification that the Medical app should not be used. Users should delete the old Medical app from their ipad. ORDER MANAGEMENT Manual Allocation of Free Goods Veeva CRM now supports the manual allocation of Free Goods in Line Delivery Splitting. Users can customize the quantities of Free Goods to reflect the appropriate ratio of Free Goods to paid goods on the delivery invoice. This provides companies an easier way to manage Line Delivery Splitting and discount regulations. For example, Sarah Jones creates a order with Line Delivery Splitting and gets 60 Cholecap Free Goods. She manually sets 10 Cholecap Free Goods to be delivered each month for the next 6 months. Her customer receives an invoice detailing the delivery, the paid goods, Free Goods, and the ratio between the two. Configuration To enable manual allocation of free goods: 1. Ensure Line Deliverys Splitting is enabled. 2. Ensure the Number Delivery Dates and OM Delivery Split Mode Veeva Settings are enabled. Use Note: Manual Allocation is not available when OM Delivery Split Mode is set to 3 or when using classic delivery date splitting. 3. Grant users FLS read permission to the Zvod_Delivery_Date_vod field on the Order_vod object. 4. Place the Zvod_Delivery_Date_vod field on the appropriate page layout. 5. Place the Free_Goods_vod c and/or Free_Goods_Rule_vod c fields on the appropriate page layout to display the Manual Allocator. Users select the Free Good quantities and manually determines the delivery location and quantity of Free Goods. After the user submits the order, the customer receives an invoice reflecting the quantity of Free Good to Paid Good per split delivery. 8

9 Figure 3: Manually Allocation of Free Goods This feature is available on the Online, ipad, and Windows 8 and 10 platforms. SCHEDULING AND PLANNING MCCP Goals by Priority in a Single Call Channel MCCP Administrators can now indicate product goals by priority for the same product via one call channel. This makes it easier for the user to understand the detailing priorities in their call plans. For example, Sarah Jones is co-promoting Cholecap to Dr. Clinton Ackerman. She is contractually bound to detail Cholecap as a Priority 1 product five times and Priority 2 product three times via the Face-to-Face channel. She detailed Cholecap as a Priority 1 product five times. She verifies this in her MCCP and details Cholecap as a Priority 2 product on her next call with Dr. Ackerman. Note: This feature only applies to call-based channels. Call-based channels are where the Channel_Object_vod field on the MC_Cycle_Channel_vod object is set to the Call2_vod c value. Configuration To enable MCCP Product Goals by Priority in a Single Call Channel: 1. Ensure users have Detailing Priority on the MCCP Target enabled. 2. Grant the MCCP integration user FLS read permission to the Detail_Priority_Text_vod field on the Call2_Detail_vod object. 9

10 Use MCCP Admins can load multiple MCCP Product records for the same product under the MCCP Channel record to indicate the individual or team product goals by priority for the same product. The MCCP Product record can be configured to look up to the same MC Cycle Product record or different MC Cycle Product records for the same product. Admins can define the detail priority of the product goal via the Detail_Priority_vod field on the MC_Cycle_Plan_Product_vod object. Goals by Product Only Below are examples of MCCP Product records for a single target when data loading: Channel: Face-to-Face, Detail Group: Blank, Product: Cholecap, Detail Priority: 1, Goal: 5 Channel: Face-to-Face, Detail Group: Blank, Product: Cholecap, Detail Priority: 2, Goal: 3 Channel: Face-to-Face, Detail Group: Blank, Product: Cholecap, Detail Priority: 3, Goal: 1 Goals by Detail Group and Product Below are examples of MCCP Product records for a single target: Channel: Face-to-Face, Detail Group: Cardiology, Product: Cholecap, Detail Priority: 1, Goal: 5 Channel: Face-to-Face, Detail Group: Cardiology, Product: Cholecap, Detail Priority: 2, Goal: 3 Channel: Face-to-Face, Detail Group: Cardiology, Product: Cholecap, Detail Priority: 3, Goal: 1 This feature is available on the Windows 8 and 10 platforms. Maps in My Schedule Users can now select the Map tab in My Schedule to view nearby accounts to plan more efficient routes based on geography. Users are also able to view schedule events on the map. For example, Sarah Jones has a lunch and learn scheduled with Dr. Blum at 12:00 and a call scheduled with Dr. Goodwin at 3:00. She wants to find other accounts to visit in between. Sarah views the map, sees Dr. Kirchner s office is on the way from Dr. Blum s to Dr. Goodwin s, and plans a 2:00 appointment. Configuration To enable this feature: 10

11 1. Grant users FLS read permission to the Latitude_vod and Longitude_vod fields on the Address_vod object. 2. Data load account latitude and longitude information. See Data Loading in CRM for more information. To disable the map entry point, populate the Disable_Map_Entrypoints_vod Veeva Setting with MySchedule_vod. Use The Maps tab has three main components: a calendar panel, an accounts panel, and a map panel. Figure 4: Maps in MySchedule Calendar Panel The calendar panel lists the appointments for the day at the top of the panel, along with the day s number of calls in parentheses. Users can swipe the dates to the left or right to see past and future weeks. An orange circle displays around the current day. Selecting a call opens the Call Report page and enlarges the orange timestamp on the map. Users can select the Send to Maps option from the Call Report page to open a map application displaying the route to the call. 11

12 Accounts Panel The accounts panel displays all accounts available for the user, including the distance either from the center point of the user s scheduled calls for the day or, if no calls are scheduled, from the user s current location. Users can drag an item from the account panel to the calendar panel to schedule a call. Selecting an account card or an account s More Actions button changes the card to dark gray and enlarges the teal pin on the map. Map Panel The map panel displays scheduled calls, account nearby pins, and cluster pins. Calls listed in the calendar panel are plotted on the map and marked with an orange timestamp. Accounts listed in the accounts panel are marked with teal dots on the map panel. Selecting a nearby account pin navigates the user to the associated card in the account panel. Selecting a cluster pin zooms the map in and breaks the cluster into smaller clusters while displaying the associated accounts on the account panel. This feature is available on the ipad platform. MySchedule Event Colors The following is a list of colors and descriptions for Events on MySchedule: Planned Call Bright Teal Saved Call Dark Teal Submitted Call Green Unsubmitted Call (in the past) Red background Time off Territory Dark Grey SFDC Event Orange Medical Events Purple 12

13 Figure 5: MySchedule Colors SURVEYS Increasing Survey Limits Survey Designers can now add up to 100 survey questions via the Survey management page. Configuration To enable this feature: 1. Set the Order_vod field on the Survey_Question_vod object to a field length of three. 2. Set the Order_vod field on the Question_Response_vod object to a field length of three. Note: The default field length value of two allows designers to add 25 survey questions. This feature is available on the Online, ipad, and Windows 8 and 10 platforms. Employee Commenting on Advanced Coaching Reports Employees can now add a comment when reviewing their Advanced Coaching Reports to allow participation in the coaching report process. When the employee receives an Advanced Coaching Report, the employee can provide input in the form of a comment as part of the completion process. Once the employee completes the report, coaches can view the employee s comments. 13

14 For example, Sarah Jones manager completes an Advanced Coaching Report for her and sends Sarah the report. Sarah provides her feedback on the report before completing the report. Sarah s manager can then view her comments. Configuration To enable this feature: 1. Ensure Advanced Coaching Reports is enabled. 2. Grant designer and coach users FLS edit permission and coaches and employee users FLS read permission to the Enable_Employee_Comment_vod field on the Survey_vod object. 3. Grant designer and coach users FLS edit permission and employee users FLS read permission to the Enable_Employee_Comment_vod field on the Survey_Target_vod object. Note: A single user can be both a coach and an employee. In this case, configure FLS edit permission for both user profiles. 4. Grant designer and coach users FLS read permission and employee users FLS edit permission to the Employee_Comment_vod field on the Survey_Target_vod object. 5. Ensure all picklist values for the Coaching_Report_vod record type on the Survey_vod object are enabled. 6. Add the Employee_Comment_vod field to the appropriate Survey_Target_vod page layouts for coaches and employee users. Use Note: Page layout and page layout field properties are not respected for the Employee_Comment_vod field on the Survey_Target_vod object. 7. Add the Add_Comment_vod button to the appropriate Survey_Target_vod page layout for employee users to enable commenting Online. 8. Add the Enable_Employee_Comment_vod field on the appropriate Survey_Target_vod page layout and set the page layout field property to read only. This step is optional. When building an Advanced Coaching Report, designers can enable employee commenting during the employee review process. The employee comment can be configured to be optional or required. When designing an Advanced Coaching Report from the Survey Management Page, select an option from the Enable_Employee_Comment_vod field on the Survey_vod object to enable the desired behavior. Options include the following: 14

15 Disabled - disables Employee Commenting from the Advanced Coaching Report. This is the default value. Comment Optional - enables employee commenting but allows the employee to complete without commenting Comment Required - enables employee commenting and requires a comment before the employee can complete the report Figure 6: Commenting on Advanced Coaching Reports This feature is available on the Online and Windows 8 and 10 platforms. Territory Management A new version of the Territory Feedback feature will be available in the Align 18R2.3 release August 17, General Veeva CRM for iphone Veeva CRM is now available as an iphone app allowing users to have CRM information readily available; making it an essential tool for field teams. Through the app, users can receive alerts, contact a doctor, or schedule a call. For example, as she is preparing for a lunch and learn event, Sarah Jones receives a push notification on the iphone app about new CLM content for Cholecap. She quickly checks the Veeva CRM calendar on her iphone and realizes she needs to present the new content to Dr. 15

16 Ackerman that afternoon. Sarah accesses the new content on her ipad so she can review it before her call. The following features are available on Veeva CRM for iphone: Core Log In Forget Password Link Splash Screen SSO Support Sync Options General App Information Database Information Database Refresh Log out Home Page Customer Logo Sync Widget Update Widget My Accounts Account/Child Account Views and Lists Person Account/Business Account views Account/Child Account Search View Account Hierarchy Navigate to Account Detail record Record a Call from Account Account Detail View record View Related Lists My Schedule Agenda View Jump to Date Jump to Today Display Calls, Medical Events, Time off Territory, SFDC Events 16

17 Call Conflict Warning Display # of Attendees View/Edit/Delete Call Navigate to Account Detail record Call Reporting View/Edit/Delete Call Save/Submit Call Do Not Call Restricted/Allowed Products Allowed Call Record Types Default Call Record Type Classic Group Call Call Location Call Attendees Default Attendees Do Not Call Search Restricted/Allowed Products Attendees Optional (--ao) Attendees on Person Calls (--paa) Call Details Detail Groups Edit Priority Favorites Search Restricted/Allowed Products Require Detail Detail/Discussion Defaulting Call Discussions Defaulting based on Detail Copy Discussion Required Product Discussion Call Key Messages 17

18 Defaulting based on Detail Standard/Custom Reactions Require Key Message Installation This feature is enabled by default. To disable this feature, inactivate all VMOCs for iphone. A minimum set of VMOCs for Veeva CRM on iphone are active in customer orgs. If additional data is synced, whether for customer-created or Veeva objects, configure corresponding iphone VMOCs for those objects. To modify the VMOC object to include the iphone device type: 1. Navigate to the VMobile_Object_Configuration_vod object. 2. Select the TABLET record type. 3. Edit the Device field. 4. Add iphone_vod to the Selected Values column of the multi-select picklist. To install the Veeva CRM iphone app: 1. Sign into Veeva CRM Online from the mobile Safari site. 2. Select the Install CRM for ipad link to install Veeva CRM. Note: This is the same link used to install Veeva CRM for ipad. 3. Select Trust for the Veeva CRM for iphone app in your phone s settings. Veeva CRM on iphone is supported on iphone 6s and later. Veeva CRM iphone Push Notifications The Veeva CRM iphone app allows users to receive push notifications from Veeva CRM. Push notifications allow users to view alerts from the Notification Center on the home page of Veeva CRM. Configuration VMOC Configuration 1. Activate VMOCs for the following objects and ensure the Device type is iphone_vod: Mobile_Device_vod Alert_Profile_vod 18

19 Alert_User_Action_vod Alert_vod 2. Clear cache. Integration User Configuration 1. Navigate to the Veeva Process Scheduler. 2. Select the Mobile CRM Scheduled Push Notifications process. 3. Edit the Veeva CRM Connection Management section and add appropriate Integration User credentials. 4. Select Validate Credentials to confirm credentials are accepted. Administrator Configuration To enable push notifications to the Veeva CRM iphone app for administrators: 1. Grant Create, Read, and Update privileges to the Mobile_Device_vod object. 2. Grant access to the ios_vod record type on the Mobile_Device_vod object. 3. Grant FLS edit permission to all fields on the Mobile_Device_vod object. 4. Grant FLS edit permission to the Mobile_CRM_App_Access_Disabled_vod field on the User object. 5. Grant FLS edit permission to the Push_Notify_APNS_Status_vod field on the Alert_vod object. 6. Grant FLS edit permission to the Last_Push_Notify_APNS_Datetime_vod field on the following objects: Alert_vod Alert_Profile_vod Alert_User_Action_vod 7. Add the following fields to the appropriate Alert_vod object page layout: Activation_Date_vod Name Alert_Text_vod Priority_vod Link_Reference_vod Link_Reference_Long_vod End User Configuration To enable push notifications to the Veeva CRM iphone app for end users: 1. Grant Create, Read, and Update privileges to the Mobile_Device_vod object. 19

20 2. Grant Read privileges to the following objects: Alert_vod Alert_Profile_vod Alert_User_Action_vod 3. Grant access to the ios_vod record type on the Mobile_Device_vod object. 4. Grant FLS edit permission to all fields on the Mobile_Device_vod object. 5. Grant FLS read permission to the Mobile_CRM_App_Access_Disabled_vod field on the User object. For sandbox testing, populate the Push_Notification_Test_User_vod field in Mobile CRM Settings with the SFDC username of the test user. Note: When deactivating a user, or selecting the Mobile_CRM_App_Access_Disabled_vod check box on the User object, all the Mobile_Device_vod records associated with that user are deactivated. Use - Admin 1. To send push notifications for an Alert record, set the Push_Notify_APNS_Status_vod field to Queued. 2. Navigate to the Veeva Process Scheduler and Run the Mobile CRM Scheduled Push Notifications process. (This can also be scheduled to run on a regular basis.) Use End User After signing in for the first time after configuring push notifications, a confirmation popup displays. If push notifications are enabled, they display in the Notification Center. To navigate to the Notification Center: 1. Navigate to the Veeva CRM home page in the iphone app. 2. Select the bell icon. The Alert Detail Page displays after selecting a notification from the Notification Center. Events Management Limiting Outside Territory Searches When adding attendees or reconciling walk-in attendees, administrators can configure event rules to only search for accounts in the country where the current user is located or the country where the event takes place. This limits outside territory accounts from displaying as potential 20

21 matches during the invitation or reconciliation processes while also achieving compliance requirements regarding HCP data restrictions across borders. Search matches are based on the values of the following fields as queried by the event rule: country_vod field on the EM_Event_vod object country field on the User object country_vod field on the Account object Potential matches can also be filtered by specifying account record types in the event rule. For example, Sarah Jones is reconciling walk-in attendees from a Congress event in France. The event rule for Congresses states only accounts of the Professional_vod record type in the same country as the event display as potential matches for an attendee reconciliation search. Sarah searches for matches for a walk-in attendee named Johnny Smith. The event rule displays John Smith, a professional in France as a potential match while John Smith, a pharmacist in France, and John Smith, a professional in the United States, are prevented from displaying. Configure To configure this feature: 1. Grant administrators FLS edit permission and end-users FLS read permission to the following fields on the EM_Event_Rule_vod object: Search_Outside_Territory_Record_Type_vod Search_Outside_Territory_Filter_vod Use 2. Place the fields from step 1 on the appropriate EM_Event_Rule_vod object page layout used by the Attendee_Fields_vod Event Rule Record Type. To limit results returned by an outside territory search: 1. Navigate to the appropriate EM_Event_Rule_vod record. 2. Edit the following fields: Search_Outside_Territory_Record_Type_vod Multi-select picklist determining which account record types display as results Note: This picklist only displays record types the user has access to. 21

22 Search_Outside_Territory_Filter_vod Multi-select picklist with the following values: Event_Country_vod When selected, only accounts with the same country as the event display as potential matches User_Country_vod When selected, only accounts with the same country as the Event Team Member user display as potential matches Note: If both values are selected, results display from both the user s country and the Event s country. These filter fields apply in two locations: When conducting an Outside Territory Search to add attendees to an event When conducting a walk-in attendee reconciliation search This feature is available on the Online platform. Multichannel ENGAGE MEETING CLM for Engage Meetings Hosted from CRM Online Online users can now share CLM content when hosting an Engage Meeting from CRM online giving them access to approved and compliant content when interacting with HCPs who might be more difficult to reach or practice in no-see hospitals. For example, Sarah Jones has a scheduled Engage Meeting with Dr. Clinton Ackerman to discuss Cholecap. She begins the Engage Meeting with Dr. Ackerman via CRM online and details Cholecap using the pre-approved Cholecap material. After Sarah completes her meeting, the Key Messages and Call Details are automatically tracked and logged in the Call. Note: To host an Engage Meeting from CRM online and display CLM content, the Veeva CRM Engage application must be installed on the Windows desktop of the CRM end user. See Scheduling and Hosting Engage Meetings Online for more information on how to enable the application. Configuration To enable CLM for Engage Meeting: 22

23 1. Ensure Uploading Content via CLM Vault Integration for CRM Online and Vault are enabled. 2. Ensure Initial Configuration for CLM is enabled. 3. Ensure users have Scheduling and Hosting Engage Meetings enabled. 4. Grant end users FLS edit permission to the following fields on the Call2_Key_Message_vod object: Clm_Presentation_Name_vod c Clm_Presentation _Version_vod c Clm_Presentation_vod c Key_Message_vod c 5. Grant end users FLS read permission to the following fields on the Key_Message_vod object: CDN_Path_vod c Status_vod c Vault_GUID_vod c Vault_External_ID_vod c 6. Grant end users FLS read permission to the following fields on the CLM_Presentation_vod object: Status_vod c Version_vod c Vault_External_ID_vod c 7. Activate the CRM_Engage_vod picklist value on the Device_vod field on the VMobile_Object_Configuration_vod object. 8. Activate the following VMOCs where Device_vod is CRM_Engage_vod: CLM_Presentation_Slide_vod Key_Message_vod Veeva_Message_vod Veeva_Settings_vod Call2_vod Call2_Key_Message_vod Call2_Detail_vod CLM_Presentation_vod Multichannel_Consent_vod 23

24 Multichannel_Activity_vod Multichannel_Activity_Line_vod 9. Grant users access to the View_Media_Library_Online_vod VisualForce page. 10. Create and grant user access to the View_Media_Library_Online_vod tab. To disable Desktop Sharing but maintain CLM Presentation Sharing, enable the Start Meeting from CRM Online - Disable Desktop Sharing meeting group permission in the Engage Meeting Administration tab. Use Downloading Media Presentations Users can navigate to the View Media Library tab in CRM Online to launch the media library in the CRM Engage app. Once launched, the media library automatically refreshes to display presentations available to the user, the products the presentations are associated to, and the download status of each presentation. Presentations in the media library have the following statuses: Download Required - New presentations require the user to download to the Media Library Update Pending - Updated presentations automatically download to the Media Library Downloaded - Presentations available for use From the Media Library, users can download individual or multiple presentations to prepare and review in advance of their Engage Meeting. Select an individual presentation and download it, or select Download All presentations available. The Media Library displays the progress of the content being downloaded, and once a presentation is fully downloaded, the user can open and view that presentation. The CRM Engage app processes up to five concurrent downloads and queues any additional downloads. Users can open and view any already downloaded presentations, even while others are downloading in the background. 24

25 Figure 7: Downloading Presentations Launching an Engage Meeting with CLM Users can view the Media Library by launching an Engage Meeting from the call. The Media Library displays only the relevant presentations based on Restricted Products, Allowed Products, and Account Segmentation for that specific call. Users can immediately share presentations previously downloaded If the presentations were not downloaded, users can still download the media files while in the Engage Meeting. Note: The Engage Meeting attendees cannot view the Media Library screen. Users must select a presentation, then select the Share button to open the presentation in the media player. In order to share with Engage Meeting attendees, a slide must be selected within the media player. 25

26 Figure 8: Viewing Media Tracking CLM Usage Media content viewed in the CRM Engage app during an Engage Meeting is tracked on the Call: Call Key Messages are created for each Key Message displayed longer than two seconds Call Detail records are created for products that had a key message displayed When the meeting is complete, tracking data is synced and associated with that specific call. Users should not edit the call while the Engage meeting is in progress as the call Details and call Key Messages are being created and associated to the call by the CRM Engage app. Note: Users must allow the sync to complete, review the data, and make any additional edits to the saved call before submitting the call. Note: Users do not need to manually create a Call Detail record or Call Key Message before launching the Engage Meeting. Supported Functionality The CRM Engage media player supports the following CLM functions: Required Slides Hidden Presentations Shared Resources Supported Content The CRM Engage Meeting media player only supports CLM content sourced from Vault. 26

27 Note: Content sourced through the CLM FTP process is not supported. The CRM Engage media player supports the following media formats: Images (.jpg &.png) PowerPoint files (.pptx) files packaged and converted as part of Vault s Create Presentation and Single-Doc Publishing PDF files (.pdf) HTML (.html &.htm) Note: The player does not support the following: The CLM JavaScript Library next/prev, gotoslide Any video file formats for either stand-alone video slides or videos embedded within an HTML slide Adapting Existing CLM Content developed on ios or Windows The majority of existing CLM HTML content must be adapted to render properly on the CRM Engage desktop Media Library. In general, CLM content is only tested by customers and content partners on a single platform the device for which it s originally designed. Due to differences in platform rendering engines and aspect ratios, most existing CLM content does not render across platforms (CLM on ios uses Mobile Webkit, CLM on Windows uses Internet Explorer 11, Engage Media Desktop Player uses WebKit for Windows). Veeva recommends users test content in the CRM Engage App media player to evaluate how it renders. Content created via Vault s Create Presentation and Single-Doc Publishing renders correctly in the CRM Engage media player. Veeva cannot debug content nor provide specific technical guidance on how to adapt preexisting CLM content. Work with your agency partners. HTML content should follow best practices for building content that works across a wide variety of browsers. This makes it easier to use CLM content across CRM platforms, just as it does when developing content for the web where HCPs use many different browser types (Internet Explorer, Chrome, Firefox, mobile browsers, etc). Veeva recommends: Use and size content to the viewport o Include width = the device width to match the screen s width in deviceindependent pixels o Ensure the page is accessible by not disabling user scaling o Do not use large fixed-width elements 27

28 o Content should not rely on a specific viewport width to render Use relative sizes for images Consider SVG for images and icons Content Tracking in Engage Webinar Administrators can now configure Engage Webinar to track presentation content displayed during a webinar. When a user hosts a webinar and presents CLM Content, the following information is automatically captured: The displayed presentation All displayed individual slides The duration each slide was displayed The order of the slides displayed The information is published on CRM as multi-channel activity. Configuration To configure content tracking in Engage Webinar, grant integration users access to the following record types on the Event_vod object: Use Multichannel_Activity_vod Multichannel_Activity_Line_vod The content tracking data is processed as part of the Engage Meeting & Webinar scheduled process. If the process is configured and scheduled, the following presentation information is reported in CRM. Object Multichannel_Activity_vod Multichannel_Activity_Line_vod Fields Start_DateTime_vod Total_Duration_vod Client_OS_vod Device_vod Multichannel_Activity_vod DateTime_vod Event_Type_vod Duration_vod View_Order_vod Key_Message_vod Table 1: Tracking Content in Engage 28

29 Note: The Total_Duration_vod field represents the sum of the duration of all Multichannel Activity records. MyInsights Configuring MyInsights for iphone Users can now use their MyInsights visualizations for the iphone enabling offline users to access real-time data analytics. For example, Sarah Jones is at the office with Dr. Ackerman. She checks her iphone s MyInsights visualization and verifies her MSL communicated with Dr. Ackerman and answered all his medical questions. Knowing Dr. Ackerman s questions were answered, Sarah begins her call. Configuration To configure MyInsights for iphone: 1. Ensure MyInsights HTML Reports is enabled. 2. Grant users FLS edit access to the Phone_vod field on the HTML_Report_vod object. 3. Place the Phone_vod field on the appropriate HTML Report page layout. 4. Enable a Full Sync VMOC for the iphone device for the HTML_Report object with the where clause: Where (Phone_vod c = TRUE). 5. Ensure the VMOC for Attachments is enabled for iphone devices. Consider updating the Where clause to: WHERE ParentId in (select Id from HTML_Report_vod c WHERE (((Profile_vod c = NULL) OR (Profile_vod c AND (Phone_vod c = 'true'))) To add a visualization using MyInsights for the iphone: 1. Create your own MyInsights Visualization for mobile platforms. The MyInsights JavaScript Library can be used in the HTML. See the Developer Portal for more information. Note: Existing reports can work on the iphone but should be updated to be mobile responsive. 2. Navigate to the HTML Reports tab. 3. Create a new HTML_Report_vod record. Note: MyInsights on the iphone currently supports Account Interaction Summary or 29

30 Territory Insights visualizations. Use 4. Select Phone_vod from the platform picklist. 5. Specify a Report Name for the dashboard. 6. Attach the HTML report.zip file to the HTML_Report record type using the Notes and Attachment Related List. Users can navigate to and view MyInsights visualizations via a tab on the Sunrise Bar. Figure 9: MyInsights for iphone This feature is available on the iphone platform. Parity Events Management Display Time Zones 30

31 Time zones now display with event times on the Windows 8 and 10 platform. See Displaying Times Zones for more information. 31

32 Revision History Feature Date Change Speaker Contract 07/23/2018 Removed Parity item. Moved to 18R3 Generation EM User Visible Change 07/24/2018 Updated the second user visible change to include users added as attendees. 32

33 Appendix A: New Objects The list below contains all objects added in Veeva CRM Version 18R2. Table 2: 18R2 Objects Object Label Description Appendix B: New Fields The list below contains all fields added in Veeva CRM Version 18R2. The fields are organized by object. Visibility to all fields is disabled by default to all users except administrators. See the Veeva Data Model information for a full listing of Veeva objects. Object Field Name Field Label Description Field Type Approved_Document_vod c _Subject_vod c Subject Approved_Document_vod c Territory_vod c Territory Call2_vod c. Ship_To_Address_Text_vod c Ship To Address Subject of the Vault Template. Territory attribute of the document; can be used by Veeva CRM in sharing rule definitions. The Ship to Address Formula field corresponds to a formatted version of the Ship to Address fields. This value is leveraged in the case that the referenced Ship to Address is deleted. This field should not be added to a Page Layout. Text Text Formula

34 Object Field Name Field Label Description Field Type Clm_Presentation_vod c Control_Visibility_vod c Control Visibility EM_Event_Rule_vod c EM_Event_Rule_vod c Order_vod c Search_Outside_Territory_Filt er_vod c Search_Outside_Territory_Rec ord_type_vod c zvod_free_good_splitting_vo d c Suggestion_vod c Priority_vod c Priority Search Outside My Territory Search Outside Territory Record Types zvod_free_good_splittin g_vod c Survey_Target_vod c Employee_Comment_vod c Employee Comment Survey_Target_vod c Survey_vod c Enable_Employee_Comment_ vod c Enable_Employee_Comment_ vod c Enable Employee Comment Enable Employee Comment If Product is selected, then Detail Group field is ignored when determining CLM content visibility. If Detail Group is selected, then Product field is ignored when determining CLM content visibility. Additional Filter for Search Outside Territory. Semicolon separated list of Account Record Types to be included in the result list for Search Outside Territory. Marker field to allow users to manually allocate Free Goods per Delivery during order splitting. Determines the priority of the Suggestion. Stores the Employee Comment response. Copied from Survey_vod when Survey Target header is created. Admins use this picklist when designing an Advanced Coaching Report to select whether Employees should Picklist Check box LongText Area Check box Picklist Long Text Area Picklist Picklist

35 Object Field Name Field Label Description Field Type be able to comment on an Advanced Coaching Report, and if yes, is the Employee Comment required. Territory_Settings_vod c Align_Integration_User_vod c Align Integration User Territory_Settings_vod c Align_Server_vod c Align Server Territory_Settings_vod c Align_Version_vod c Align Version VMobile_Object_Configuratio n_vod c Veeva_Settings_vod c Table 3: 18R2 New Fields Device_vod c CONTENT_ACKNOWLEDGEME NT_TEMPLATE_vod c Device Content Acknowledgement Template The Align Integration User that is integrated to this Veeva CRM Org. The Align Server URL that is integrated to this Veeva CRM Org. The Align Version that is integrated to this Veeva CRM Org. This determines the Client Device. A blank value is interpreted as Tablet_vod. The format of the generated Content Acknowledgment receipt can be configured by modifying the HTML text contained within this setting. Text Text Text Picklist Text Appendix C: New Veeva Messages The list below contains all Veeva Messages added in Veeva CRM Version 18R2. The messages are organized by category.

36 Name Category Text Description PREV_THREE_MONTHS Account Previous 3 Months Label used for button on online Timeline UI to load an additional 3 months of historical data. ADD_ADDRESS Account Add Address Label of button to select additional addresses from an HCO in the Parent Account Wizard NEXT_THREE_MONTHS Account Next 3 Months Label used for button on online Timeline UI to load an additional 3 months of future data. FEEDBACK_UNAVAILABLE ALIGN This CRM instance is not set up for feedback Use this message when an instance cannot connect to Align through the Future Territory Alignment tab VALIDATION_RULE Approved Validation Rule Title for Offline Validation popover when rule(s) fail. _TEMPLATE_DISPLAY_LIM IT_TITLE Approved Limit Reached This is the title of the alert that notifies the user they are limited to selecting a maximum of 5 templates in Veeva CRM. APPROVED_ _FRAGMENTS _LIMIT_ERROR_TITLE Approved Limit Reached UNSENT_ _CONFIRM_TITL E Approved Unsent APPROVED_ _LIMIT_TITLE Approved Account Limit This is the title of the error message displayed when a Rep selects more fragments than allowed in an template. This is the title of the alert that prompts the user if they try to close the Approved window while there are unsent s. This is the title of the alert that is displayed when the number of Accounts selected to send to exceeds the internal limit of 50. String used on Call Report to manage Users as Attendees OPEN_SURVEY CallReport Open Survey OPEN_CLM CallReport Open CLM String used on Call Report to open CLM OPEN_CONTRACT CallReport Open Contract String used on Call Report to open Contract OPEN_CONTRACT_PARTNER CallReport Open Contract Partner String used on Call Report to open Contract Partner OPEN_INVENTORY_MONITORIN G CallReport Open Inventory Monitoring String used on Call Report to open Inventory Monitoring ADD_EXPENSE_RECEIPT CallReport Add Expense Receipt String for adding an expense receipt BUTTON_ADD_ATTENDEE CallReport Add Attendee String used for adding non-hcp attendee DEA_Expiration_Date_vod c, DEA_License_Address_vod c, DEA_Schedule_vod c, DEA_Status_vod c, DEA_vod c, ASSMCA_vod c must be visible, if DEA_Address_vod c is visible to a DEA_CFG_INTEGRATION_ERR CallReport user

37 Name Category Text Description String used on Call Report for Add buttons in ADD_SAMPLE_PROMO_ITEM CallReport Add {0} Samples and Promotional Items section CLM_NO_PRESENTATIONS CLM No Presentations Used in the CLM Media Library when there are no presentations to display CLM_NO_PRESENTATIONS_IN CLM No presentations in "{0}" Used in the CLM Media Library when there are no presentations in a directory CLM_FAVORITES CLM Favorites Used in the CLM Media Library as the label for the favorites view CLM_TRAINING CLM Training Used in the CLM Media Library for the training presentations CLM_RECENTS CLM Recents Used in the CLM Media Library as the label for the recents view CLM_SEARCH_ALL_MEDIA CLM Search All Media Used in the CLM Media Library as the label for the search box CLM_LAST_OPENED CLM Last Opened Used in the CLM Media Library to show last opened date COBROWSE_NAME CoBrowse CoBrowse Message that represents the name of the CoBrowse product CONNECTION_REQUIRED_ERRO R Common Connection Required This text appears when there are any issues with connectivity. NETWORK_CONNECTION_ERRO R Common Network Error This text appears when there are any issues with network connectivity (server-side errors). CELLULAR_CONNECTION_ERRO R Common Looks like your connection is lost. Please try again later. Explanatory text detailing why connectivity issues may be occurring. SFDC_CONNECTION_ERROR Common Looks like we can't connect to Salesforce.com. Please try again later. Explanatory text detailing why connectivity issues may be occurring (Salesforce.com error) VEEVA_CONNECTION_ERROR Common Looks like we can't connect to Veeva CRM. Please try again later. Explanatory text detailing why connectivity issues may be occurring (Veeva server error). WEEKEND Common Weekend The section header label for all options relating to adjusting weekends on the calendar. OPTIONS Common Options Label used for Options menus Label to show when a specific selection hasn't been NONE_NO_DASH Common None made.

38 Name Category Text Description This displays in a confirmation dialog that appears when an Employee tries to complete a coaching report that is marked as Employee Comment Optional without having input anything into the COMPLETE Common Complete Employee Comment field. EDIT_LISTS Common Edit Lists Common label used for editing lists. CLASSIC Common Classic Header used in the Sunrise Bar for My Accounts to display the account detail page with the related list navigation bar on the left-hand side of the page. TABLE Common Table Header used in the Sunrise Bar for My Accounts to display a list of accounts in tabular format. HIERARCHY Common Hierarchy Header used in the Sunrise Bar for My Accounts to allow the user to navigate to the account hierarchy page. START_MEDIA Common Start Media Menu item that will allow the user to launch media. VIEW_RELATED_ACCOUNTS Common View Related Accounts Menu item that allows the user to navigate to the account hierarchy page for a particular account. RELATED_ACCOUNTS Common Related Accounts Header used in My Accounts to denote a list of accounts in the account hierarchy. CREATE_NEW_LIST Common Create New List Used to label the popup from which the user can create a new list. ACCOUNTS_SELECTED Common {0} Accounts Selected Used to denote that {0} accounts have been selected from the list via the multi-select functionality. DELETE_LIST Common Delete List Title of the confirmation popup that appears when the user attempts to delete a list. DELETE_LIST_CONFIRMATION Common Are you sure you want to delete list {0}? Body of the confirmation popup that appears when the user attempts to delete a list. LABEL Common Label Used to denote the color options for the new list that is being created. CREATE_RECORD Common Create {0} Menu item that will allow the user to create a new record of object {0}. VIEW_DETAIL Common {0} Detail Header used to allow the user to navigate to the detail page for a particular object, {0}. ADD_ATTACHMENT Common Add Attachment String for adding attachments COPY_TO_CLIPBOARD Common Copy to Clipboard Caption for Copy to Clipboard button. COPIED_TO_CLIPBOARD Common Text copied to clipboard Message text for alert that tells the user the text was copied to the clipboard.

39 Name Category Text Description CALL_CYCLES Common Call Cycles Label used for Call Cycles button in My Schedule. LAST_MOD Common Last Modified By String used by application. VIEW_CALL_CYCLES Common View Call Cycles Label used to launch Call Cycles create/edit window. DISPLAY_BY Common Display By Label used to configure the display attribute under an Account name. SAVED_FILTER Common Saved Filter Label used to for the saved filter's section header. Added Common Added Use this message for the Territory Add/Drop widget on the home page. Dropped Common Dropped Use this message for the Territory Add/Drop widget on the home page. PRIORITY_URGENT Common Urgent Label for urgent priority alerts & notifications. PRIORITY_IMPORTANT Common Important Label for important priority alerts & notifications. PRIORITY_NORMAL Common Normal Label for normal priority alerts & notifications. SYNC_ERROR Common Sync Errors Label for sync errors. SYNC_ERROR_COUNT Common {0} Sync Errors Label for count of sync errors. VIEW_PLAN_DETAILS Common View Plan Details Label used navigate the user to see additional details for MCCP/Cycle Plan. MAP_CLUSTER Common Cluster ({0}) The label that appears as the selected Account Lists/View when selecting a cluster from the map. MORE_TAB Common More Label for More on the Tab bar USER_COUNTRY EVENT_MANA GEMENT User Country Label used on the Event Rule page EVENT_COUNTRY EVENT_MANA GEMENT Event Country Label used on the Event Rule page VIEW EVENT_MANA GEMENT View Used in the CRM Vault Integration as the label for the button that is used to view Vault documents. EVENTS_VAULT_INVALID_DOC_ ERROR EVENT_MANA GEMENT Invalid Vault document ID, please correct the document URL and try again. Used in the CRM Vault Integration as the label for the message that is displayed when a Vault document ID is invalid. EVENTS_VAULT_CONNECTION_ ERROR EVENTS_VAULT_GENERAL_ERR OR EVENT_MANA GEMENT EVENT_MANA GEMENT Unable to connect to Vault, please try again. Unable to view the document, please try again. Used in the CRM Vault Integration as the label for the message that is displayed when a connection with Vault cannot be established. Used in the CRM Vault Integration as the label for the message that is displayed when the Vault document fails to load.