Veeva CRM Documentation. Copyright Veeva Systems Inc. All rights reserved. Veeva is a U.S. registered trademark of Veeva Systems.

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1 April

2 Copyright Veeva Systems Inc. All rights reserved. Veeva is a U.S. registered trademark of Veeva Systems. Additional company and product names may be trademarks or registered trademarks of the individual companies and are respectfully acknowledged. The product described in this document is distributed under licenses restricting its use, copying, distribution, and decompilation/reverse engineering. No part of this document may be reproduced in any form, by any means, without authorization of Veeva Systems and its licensors, if any. THIS DOCUMENTATION IS PROVIDED AS IS AND ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO BE LEGALLY INVALID, Veeva Systems SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING PERFORMANCE, OR USE OF THIS DOCUMENTATION. THE INFORMATION CONTAINED IN THIS DOCUMENTATION IS SUBJECT TO CHANGE WITHOUT NOTICE. Subscriber shall always comply with all international and domestic laws, ordinances, regulations and statutes that are applicable to the use of the Software, Documentation or Online Service. 2

3 What is CLM? 6 Getting Started 7 Basic CRM Configuration 7 Initial Configuration 7 Content Sync 8 Relinking to the Content Server after a Sandbox Refresh 8 Content Administration 10 Data Model 10 Supported Media File Formats 10 Uploading Content via Veeva CRM Online 10 Uploading Content using the Key Message Object 10 Presentation Cloning 10 Presentation Migration 11 Migration with Delegated Authentication 11 Uploading Content using FTP 11 Content Packaging 11 Getting Started 11 Downloading All Media 13 Uploading Content using FTP 14 Getting Started 16 Uploading Content via CLM Vault Integration 16 Setup and Administration 17 CLM Integration Vault Lifecycle 18 Syncing Integrations from Vault 19 Veeva CRM Configuration 21 Mapping Vault records to CRM Fields 26 Refreshing CLM-Vault Integration in Non-Steady State CRM Orgs 29 CLM Media Previewer 30 CRM for ipad integration with Vault Promomats 30 Basic Sample Content 30 Troubleshooting Tips 31 Presentation Grouping 32 Viewing Content 33 Specifying Account from Media Previewer 33 3

4 Using the Media Player 34 Action Sheet for Media 34 Enhanced Navigation Paradigm 34 Transitioning Between CLM Slides 34 Action Sheet for Media 35 Enhanced Navigation Paradigm 37 Transitioning Between CLM Slides 40 Advanced Player Configuration 40 Presentation Quick Start 40 Training Mode 40 Functionality for Interactive Media 40 Tracking of CLM Key Messages 40 Tracking CLM Usage Without an Account 40 CLM Consent 40 Testing CLM Content 40 Associating an Account/Call to Media Preview Tracking 40 Manage My Presentations (User-Defined Presentations) 40 FaceTime Integration 40 Disabling Actions 40 Presentation Quick Start 40 Training Mode 41 Functionality for Interactive Media 42 Tracking of CLM Key Messages 46 Tracking CLM Usage Without an Account 47 CLM Consent 48 Testing CLM Content 51 Associating an Account/Call to Media Preview Tracking 52 Manage My Presentations (User-Defined Presentations) 54 FaceTime Integration 56 Disabling Actions 57 Appendix A - JavaScript Library 57 Appendix B Legacy API Calls 57 Suggested VMOCs 58 HTML 5 Media 59 4

5 HTML5 Media 59 Appendix A - JavaScript Library 59 Appendix B Legacy API Calls 59 HTML5 Content Creation 60 Appendix A - JavaScript Library 61 Appendix B Legacy API Calls 61 Appendix A - JavaScript Library 62 Appendix B Legacy API Calls 62 Content Creation Guidelines 66 Media Creation Guidelines 66 Supported Media File Formats 66 Content Compatibility CRM for ipad vs Win 8 67 Media Size Recommendations 68 Content Packaging 69 Thumbnails and Full-Screen Images 72 Appendix A - JavaScript Library 72 Appendix C Integrating CLM with CRM 74 Appendix C Integrating CLM with CRM 75 Appendix B Legacy API Calls 84 Appendix A - JavaScript Library 84 5

6 What is CLM? Veeva's closed loop marketing module (CLM 1 ) puts rich media into your sales team s hands so they can engage with physicians and key opinion leaders using the most compelling visuals available. CLM allows marketing materials to be displayed from the same application that sales reps are already familiar with to record calls. This marketing material showcases the important information that sales reps want to convey to their targets. As such, integration with the accounts and schedule of the sales rep is seamless. As content is viewed, key message information, duration of viewing, and additional customer defined clickstreams are tracked to provide valuable statistics so marketers can gain insight into their targets, and the content can be continuously improved for maximum effectiveness. Veeva CLM also streamlines the process for managing and distributing the digital content to end users, ensuring they have access to the most current and relevant information on their device. CLM consists of 3 main objects: CLM_Presentation_vod_c CLM_Presentation_Slide_vod_c Key_Message_vod_c Each piece of content is associated to a Key Message record. Content is uploaded in industry standard formats and can include images, pdfs, videos, and HTML presentations. Multiple Key Messages are grouped together using CLM Presentation Slide records to link them to a CLM Presentation. Content files are downloaded to users devices during sync. 1 CLM (Closed Loop Marketing) is the Veeva module which displays electronic content, such as images, videos, pdfs, and interactive HTML, for reps to present to Accounts during a Call. As content is viewed, key message information, duration of viewing, and additional customer defined clickstreams are tracked to provide valuable statistics so marketers can gain insight into their targets, and the content can be continuously improved for maximum effectiveness. 6

7 Getting Started Basic CRM Configuration Content Server 1 For new orgs in CLM, do the following to set-up FTP 2 credentials: 1. Log into your Veeva CRM org as an administrator. 2. Navigate to page layouts for the user s object. 3. Ensure the Content_Admin_vod c field is on the layout. 4. Click Save. 5. Edit the user record of the user who you wish to have FTP credentials (as in Step 2) and select the box for Content Admin. 6. Click Save. 7. Clear Veeva Cache. 8. Login to the FTP server with the following credentials. FTP Host server: FTP Server info from Veeva Common Settings Go to Setup -> Develop -> Custom Settings -> Manage (Veeva Common) User: Veeva CRM User name Password: Veeva CRM Password This should create the required folder structure for CLM. This step must be done before attempting to upload any files. Initial Configuration To configure CLM in an org, the following steps are required or recommended (as noted): 1. Modify the profile of the Content Loading user to provide permission to create Key Message, CLM Presentation, and CLM Presentation Slide records. 2. Modify the profile of the Content Viewing users to provide permission to read Key Message, CLM Presentation, CLM Presentation Slide, and My Setup Products objects. 3. Create My Setup Product entries for the Content Viewing user. Media that specifies a product where the user does not have matching My Setup products are not downloaded or displayed for that user. 1 The physical location where CLM content files are stored. The content server must be first accessed via FTP in order to create the folder structure required for CLM. See Setting Up the CLM Content Server for additional information. 2 Officially stands for File Transfer Protocol. FTP is an alternative method of uploading CLM content to Veeva CRM. Instead of using the Media File Upload widget on the Salesforce.com Key Message record, content admins can upload the content file and the control file onto the FTP server. A continuous process checks the FTP server and will create a key message record based on the control file information. 7

8 1. Modify the layout of Key Message: Add the CLM Presentation Slides related list to the layout Create a separate page layout section and add the Media File Visualforce Page to it 5. Modify the call report page layout to add a section with zvod_clmdetails to display the slides shown during an e-detailing session. In Windows 8, the section signal--ded can be utilized to control whether or not the user is able to delete a Call Key message from this section on the Call Report. 7. Modify the page layout of CLM Presentation to show the Presentation_ID_vod (an external ID) field and add the CLM Presentation Slides related list (with Key Message, Display Order, and CLM Presentation Slide Name as columns). 8. Modify the page layout of CLM Presentation Slide to show at least CLM Presentation, Key Message, and Display Order. 9. Optionally, add a formula field Key Message Product on the CLM Presentation Slide Object, with value Key_Message_vod r.product_vod r.name, which makes it easier to review what s included in a presentation from the related list. 10. Modify the page layout of the User object to add the Content_Admin_voc c field for the profiles used by Content Administrators. 11. Clear the Veeva Cache. Content Sync Content is synced to users ipad after the standard CRM data sync is complete. As content syncs can often contain multiple files that may take some time to download, several options and indications are available to users so that they are aware of the progression of the content sync process: Optional Content Sync - The synchronization of CLM content can be configured to allow reps to deny a content sync if they are in an area with a slow, poor connection, or if they simply do not have time to sync content. To enable this optional sync, set the Content_Sync_Confirm Veeva Setting (labeled MEDIA_SYNC_CONFIRM) to True. If set to False, Content Sync will begin immediately after CRM Sync is complete with no option to delay it. The number of days a user can refuse a content sync can be defined in the Content_Sync_ Interval Veeva Setting (labeled MEDIA_SYNC_INTERVAL). Once users pass this threshold without syncing content, they will be reminded to sync every time they log in to CRM for ipad.synchronization Progress As content is downloaded, users get three visual indications on its progress: The name of the file currently being downloaded A file counter, showing the number files already downloaded and the number of total files to be downloaded A continuously updating progress bar Cancel Content Sync Users will be able to cancel their content sync while slides are downloaded. Any slide that was completed successfully before the sync cancel will not need to be re-downloaded when the user syncs content again. Relinking to the Content Server after a Sandbox Refresh Before performing the sandbox refresh, make sure to capture the original ORG ID of the sandbox. Perform the sandbox refresh as usual and then complete the steps for setting up CLM. Find the ORG ID for the 8

9 sandbox after the refresh. Then log a support case to relink CLM from <old ORG ID> to <new ORG ID>. This ensures that all content files are associated with the new ORG ID. It is not necessary to relink the content server if all of the CLM content is retrieved from Vault. See Uploading Content via CLM Vault Integration for more information. 9

10 Content Administration Data Model Within Veeva, content metadata is stored in three objects: CLM_Presentation_vod c CLM_Presentation_Slide_vod C Key_Message_vod c Each piece of media loaded into Veeva CRM is represented as a Key Message, which describes information about that file, such as the media file name, file size, the description that should be displayed to a user when they view a thumbnail of that file, and the associated product. The following table outlines the required Key Message fields for managing content: Field Media_File_Name_ vod c Media_File_CRC_ vod c Slide_Version_vod c Media_File_Size_ vod c Description External ID for the media file. The ID is automatically populated when a media file is added (via Vault integration, FTP, or upload link). If managing CLM without the Vault integration, the ID provides the ability to easily update a piece of media by uploading content with the same unique external ID. Automatically populated when media file is added. Used to manage the media file version. Automatically populated when media file is added As with the standard Key Messages, users have access to CLM Key Messages based on their My Setup Products configuration. More granular access can be given by utilizing Salesforce sharing rules. In addition, when launching media for a Call/Account, the key messages available for detailing are further filtered by Allowed Products on Call and Territory Field, Restricted Products on Account, and Segmentation on Account. For more information see: See Restricted Products in the Call Reporting section of Veeva CRM Documentation See Key Messages in the Call Reporting section of Veeva CRM Documentation Presentations group content and give users a way to navigate to a given content file. CLM Presentations and CLM Presentation Slides are child objects of presentations, which map key messages to a presentation and define a display order and sub presentations. The Call Key Message Duration for CRM for ipad displays in seconds. For VMobile/Exploria it displays in ticks. See the Supported Media File Formats topic for instructions on building content for the Veeva CLM. Uploading Content via Veeva CRM Online Included in this topic: Uploading Content using the Key Message Object Presentation Cloning 10

11 Presentation Migration Migration with Delegated Authentication Uploading Content using the Key Message Object To upload files directly through the SFDC User Interface, perform the following initial configuration steps: Modify the page layout for Key Messages to include the Media File visual force page. This visual force page allows uploading of content for users with edit permission to key message and downloading of content for users with at least read permission. Optionally, the Media File Name and File Size fields can be removed from the layout the Visual Force page contains these fields by default. The Media File Name field is a unique external ID. If content is uploaded via FTP with the same name as an existing record, the existing content is replaced and the record updates with the information from the control file. An Upload button displays on the Key Message page after the layout is saved. This allows you to upload a zip file into the system. A hyperlink on a Key Message allows for downloading of that zip file. There is a 50MB file size limit for uploads through the Key Message UI. For larger files, upload through the FTP, as described in Uploading Content using FTP. The typical process for loading content into the system for testing is as follows: 1. Click the Key Messages tab. 2. Click New (Key Message). 3. Enter a Key Message Name 4. Fill out any other relevant fields. 5. Click Save. 6. Click the Upload button to select and upload a zip file into the system PDF/JPG files must be carefully packaged in a zip file, as described in Content Packaging. If an error message is displayed after step 6 (similar to the folder does not exist), then CLM is not enabled for this org. A case needs to be filed with Veeva Customer Support. More details are available in Getting Started. For a given Key Message, once a media file is uploaded, you cannot overwrite that file with another file of a different name Click New CLM Presentation Slide, select a presentation, for example, All or Cholecap, and choose a display order for the slide. This display order determines the order in which the slide displays in the presentation. On the ipad, tap the sync button in the bottom left corner to pull down the newly uploaded content to the device Files may not contain any of these special characters: ',/<>?;:{}[]~`!@#$%&*()=+ This functionality is not supported with the CLM Vault Integration. See Vault Help/ for information on how to manage CLM content in Vault. 11

12 Media File Link The Media File Link is used to upload, update, and download CLM content to and from Veeva content servers. CRM managed CLM content is stored in these content servers. Now, the Media File Link supports Vault managed CLM content via CDN. If content is being managed through CDN, the Update and Upload links are not visible. Selecting the Media File link allows the user to download content from CDN. The Update link is only visible on Key Message records when CDN is not being utilized. Presentation Cloning Presentation records and their associated slides can be cloned within the same org. This will save administration time and resources when a new presentation, which has a similar structure (number and order of slides) to an existing presentation, needs to be created quickly. Clicking the Clone button creates an exact copy of the presentation and all its associated CLM_Presentation_Slide_vod records. You have the option of creating cloned key messages or linking to the existing ones. The content file for the cloned key messages is not copied. Any sub-presentations that a slide is associated to will automatically be referenced in the new presentation. If, within the new presentation, the sub-presentation is no longer required or a different sub presentation is required, the Sub_Presentation_vod field needs to be updated to reflect this adjustment. To enable this feature, place the Clone_Presentation_vod button on the page layout of the CLM_Presentation_vod object. It is recommended to remove the standard Clone button from the layout to avoid confusion. Additionally, give the appropriate user profiles access to the Clone_Presentation_vod VisualForce page. Presentation Migration Moving presentations from org to org can be achieved using the Migrate button, which transfers entire presentations from one org to another. When an agency completes development of a presentation in a development sandbox, that presentation can be copied to the customer s test environment for Medical, Legal, and Regulatory review at the push of a button. Similarly, once the presentation is reviewed and ready for migration to production, the same process can take place, promoting the presentation and all its components to production. This functionality is not supported with the CLM Vault Integration. See Vault Help/ for information on how to manage CLM content in Vault. To enable this feature, place the Migrate_vod button on the page layout for CLM_Presentation_vod. Content Administrators need access to the Migrate_CLM_Presentation_vod VisualForce page, and read access to the Veeva Message object. Users performing presentation migrations need valid login credentials to the target org and the following object permissions: CLM_Presentation_vod - Read, Create, Edit CLM_Presentation_Slide_vod - Read, Create, Edit, Delete Key_Message_vod - Read, Create, Edit Product_Catalog_vod Read, View All (can be limited to the External_ID_vod field) - Message_vod c - Read Survey_vod - Read, View All (can be limited to the External_ID_vod field) - If the Surveys module is utilized with CLM 12

13 For every CLM Presentation record, any associated CLM Presentation Slide records, Key Messages and their associated records are migrated to the destination org. If any of the objects exist in the target org, they are overwritten. Duplicates will be identified using each record s External ID field an External ID field is required to be populated on each of the source records for the migration to succeed. The External ID field for each of the supported objects is below: CLM Presentation, Presentation_Id_vod c CLM Presentation Slide, External_ID_vod c Key Message, Media_File_Name_vod c Product, External_ID_vod c Survey, External_ID_vod c Directory, External_ID_vod c In order to ensure data integrity, the fields (for all three objects) on the source org should not be a subset of the fields on the target org. If there are more fields in the source org, the migration will produce a warning that there is no place to put the values of the extraneous fields in the target org. Users may decide to Continue or Cancel when a migration warning displays. If there is an error, the user must fix the error in order to migrate. Migration with Delegated Authentication Customers who are using Delegated Authentication to log in to their org should utilize the DESTINATION_ AUTHENTICATION_ENDPOINTS Veeva Setting which points to a corresponding Veeva Message to configure the CLM Presentation Migration page to allow selection of additional authentication endpoints, other than the standard "Production" and "Sandbox" choices. To enable, edit the DESTINATION_AUTHENTICATION_ENDPOINTS Veeva Message by adding endpoints in the following format. <ENDPOINT NAME1>,<AUTHENTICATION URL1>,<APPLIES TO URL1>;<ENDPOINT NAME2>,<AUTHENTICATION URL2>,<APPLIES TO URL2>;... For customers utilizing SAML, fill in all 3 parameters for the endpoint. For customers utilizing OpenToken, the APPLIES TO URL parameter should be set to NULL. The ENDPOINT NAME is what is displayed to the end user and cannot include commas or semicolons. Downloading All Media To reduce the time downloading media files, the View All Media button is now visible on Clm_Presentation_ vod. Clicking this button generates a consolidated view of the CLM Presentation s associated Media Files, which contains the following information for each Media File: Display Order Key Message Description Media File Location Status Sub Presentation 13

14 Clicking the Media File hyperlink downloads the CLM content from the respective location (Content Delivery Network or Content Server). To enable this feature, add the View_All_Media_vod button to the CLM Presentation page layout and ensure the appropriate profiles have access to the View_All_Media_vod VisualForce page. Uploading Content using FTP Another option to upload content is to use FTP 1, which allows for bulk load of multiple files at a time. Content can be loaded using any FTP client (such as Filezilla). If an FTP login account and user name is provided separately for the org by Support, use it to log in to the FTP server. If one was not provided, use the following instructions to allow a user to log in to the FTP server using their Veeva CRM login and password: 1. Log into your Veeva CRM org as an administrator. 2. Navigate to page layouts for the user s object. 3. Ensure the Content_Admin_vod c field is on the layout. 4. Click Save. 5. Edit the user record of the user who you want to have FTP credentials and select the box for Content Admin. 6. Click Save. 7. Clear Veeva Cache. 8. Log in to the FTP server (using the FTP client) with that users credentials, from step 5: FTP Host server: FTP Server info from Veeva Common Settings Go to Setup -> Develop -> Custom Settings -> Manage (Veeva Common) - > Main User: Veeva CRM User name Password: Veeva CRM Password 1 Officially stands for File Transfer Protocol. FTP is an alternative method of uploading CLM content to Veeva CRM. Instead of using the Media File Upload widget on the Salesforce.com Key Message record, content admins can upload the content file and the control file onto the FTP server. A continuous process checks the FTP server and will create a key message record based on the control file information. 14

15 If your company uses Delegated Authentication to log in to Veeva CRM, use the Unix username and password provided by Support) When set-up is complete: Create a control file for every piece of content that is being uploaded. The format of the control file is as follows: USER=<Veeva CRM User name > PASSWORD=<Veeva CRM Password> FILENAME= <Filename.zip> =< address to receive log in error messages> The field is optional. It is only utilized in the event of a log in error. If log in is successful, the User's address in Veeva CRM is used for success and failure messages. Optionally, if your company uses Delegated Authentication to log in to Veeva CRM, the following should be added to the CTL file. For SAML - For OpenToken - APPLIES_TO_URL=<Applies to URL> AUTH_URL= <Authentication URL> APPLIES_TO_URL=<Applies to URL> The control file should be created using one of the following encodings: ASCII ISO UTF-8 UTF-16 UTF-32 Additional fields on the Key Message object can be added. Each field should be entered in a separate line in the following format: <Field API Name>=<value>. Name the control file with the exact name of the associated file, with an extension of ctl. For example, a control file for the Cholecap-Intro-1.zip slide should be named: Cholecap-Intro- 1.ctl. Upload the file and the associated content through FTP. The content itself (zip file) is loaded to the content directory of the FTP server. The content folder may be your root directory, in which case you will not see a content folder. The control file should be uploaded to the ctlfile directory Always upload the zip file first, and then upload the control file When found, the ctl file is removed from that directory and then processed. After opening the ctl file directory on the right, you can right click and select Refresh to see when the file was removed. If the control file was processed successfully, the zip file is also removed. After clicking the / directory on the right, you can right click and select Refresh to see when that file has been removed. 15

16 The Media File Name field is a unique external ID. If content is uploaded via FTP with the same name as an existing record, the existing content is replaced and the record updates with the information from the control file. An example control file looks like the following: USER=datasteward@customer.com.sandbox PASSWORD=mypassword =user@company.com FILENAME=Cholecap-1-Intro.zip CLM_ID_vod c=veevaclm Name=Cholecap Events Product_vod c=a00s i4oo Slide_Version_vod c=1.0.0 Description_vod c=cholecap % Fewer Adverse Events If no media is available on the ipad, see instructions in Getting Started. If other media is available, but the new content does not display, the following steps may be helpful in troubleshooting: 1. Find a presentation Online that the user can see on the device. Add your new key message as a presentation slide within that presentation and see if that fixes the issue. 2. View the newly created key message online, and test that you can download the file by clicking on the file name. If you cannot, upload the file again. 3. Check the Options Media list on the ipad and confirm that the new key message is listed as downloaded to the device. If it is not present, try Syncing again to ensure the local data is up to date. 4. Verify that the presentation and slide is visible from the Media tab. If you do not see a presentation here, it could be that it the presentation is missing a slide. Presentations are only shown if the user has all the slides required to show that presentation. Files may not contain any of these special characters: ',/<>?;:{}[]~`!@#$%&*()=+ This functionality is not supported with the CLM Vault Integration. See Vault Help/ for information on how to manage CLM content in Vault. Uploading Content via CLM Vault Integration In CRM 24, there is a new tool to make it easier to load CLM and Engage content into Vault. For more information, see Vault documentation. CLM integration with Veeva Vault streamlines the process for managing and distributing the CLM content to end users, ensuring they have the most current and relevant information on their device. CLM integrates with Veeva Vault for content management capabilities and subscription services. The subscription, also known as pull integration, replaces the legacy push integration that was released in CRM 18/Vault 6. The subscription pulls CLM from Vault into CRM where it is deployed to end users. The integration administration console is managed in Veeva CRM. CLM content and data is managed in Veeva Vault. This new integration is the recommended configuration for Veeva CLM going forward. The subscription and the legacy push integration cannot be used simultaneously. 16

17 Setup and Administration Architecture The CLM integration with Veeva Vault consists of 4 major components that are integrated and have specific sets of functionality: User Types CRM Vault Veeva CRM - This is where CLM is deployed to end users. Veeva CRM on ipad allows users to present CLM to accounts. As content is viewed, key message information, duration of viewing, and additional customer defined clickstreams are tracked to provide valuable statistics so marketers can gain insight into their targets, and the content can be continuously improved for maximum effectiveness. Veeva Vault This is the content management system that ensures the latest version of approved CLM content is made available to end users in Veeva CRM. Veeva Vault is also responsible for auto-packaging non-html content. Subscription This is the mechanism by which Veeva CRM pulls CLM content from Vault. Each Veeva CRM org can subscribes to one or many Veeva Vaults. Content Delivery Network (CDN) - In order to deliver quality content at the speed required in the consumer space, global network infrastructure presence is necessary. Veeva utilizes an enterprise grade CDN to ensure content is delivered well within the acceptable time frame. System Administrator - Configures CRM to leverage CLM integration with Vault CRM Integration User - Login used by the system to perform all integration tasks in CRM including creating and updating records when syncing with Vault End User - Display CLM to Accounts Content User Uploads content as documents Associates documents to a binder Pushes content to CDN Manages content based on the content lifecycle Previews deployed content Integration User Login used by the system to perform all integration tasks in Vault Pushes content is to the CDN Veeva Vault Configuration The Veeva Vault configuration required by the CLM integration is split into two major categories: data setup and general content setup. See Veeva Vault documentation for more complete instructions. 17

18 CLM Integration Vault Lifecycle The CLM integration releases the CRM Content Life cycle for the Slide document type. The life cycle can be updated or replaced with a new lifecycle to manage content. At least one lifecycle state needs the Send to CLM action in order for the Slide content to be pushed to the CDN. In the CRM Content Lifecycle, both Staged and Approved states utilize the Send to CLM entry action. Entry actions are automated functions that Vault performs when a document enters a designated state. In the CRM Content Life cycle, the Send to CLM entry action at the Staged state puts content on the Staged CDN. The Send to CLM entry action at the Approved state puts content on the Production CDN. At least one life cycle state needs Withdraw from CLM as an entry action for content to be removed from the CDN. Withdraw from CLM entry action at the Expired state removes content from the Staged and Production CDNs. If the Content User needs the ability to explicitly send and withdraw content from the CDN, place the User action, Send to CLM on the lifecycle state required Send to CLM only displays if the CLM Content flag is selected. The CLM integration releases the Binder life cycle for the Binder Presentation document type. The life cycle can be updated or replaced with a new life cycle to manage Binder Presentations. The Binder Presentation document type should be assigned a different life cycle from the life cycle that is assigned to the Slide document type. The states in the Binder Presentation life cycle should not have the Send to CLM action. In some versions of Vault, the CLM Content label may read irep Content. Document States Each document is assigned a state based on the applicable lifecycle. A document state is either classified as Steady or Non-Steady. Documents that are assigned to a Steady State: Final or completed Ready for Production Cannot be deleted Documents that are assigned to a Non-Steady State: Not final or completed Not ready for Production Can be deleted Expiration of Presentations CLM Administrators now have a way to expire Non-Steady State (NSS) presentations in CRM without having to delete the presentation in Veeva Vault. If the Obsolete State in the Vault lifecycle assigned to the Binder Presentation is defined, that state denotes the CLM Presentation as Expired. When the integration runs in CRM environments where Include 18

19 NSS = True, the integration Expires the Non-Steady State and Steady State versions of the CLM Presentation. When a CLM Presentation is expired in CRM, CLM_Presentation.Status_vod is Expired and the CLM Presentation Slides are deleted. If the Obsolete State is not defined, when the integration runs in CRM environments where Include NSS = True, Non-Steady State CLM Presentations remain. Staged and Steady State CLM Presentations are Expired. If the Obsolete State is not defined, when the integration runs in CRM environments where Include NSS = False, Steady State CLM Presentations are expired. The Obsolete State in the Binder Lifecycle is not automatically defined when the lifecycle is released. Some Vault configuration may be required. See Vault Help for more information. Syncing Integrations from Vault CLM and Engage content integrations can now be executed from Vault. Content creators no longer need to log in to CRM to run these integrations. Now the CLM and Engage integrations can be run from within Vault via the CRM Publishing tab. Only three integration syncs can be in-progress or queued at once. If you attempt to start a fourth sync from the CRM Publishing tab, Vault cancels the process and sends a notification explaining why. If a user in CRM attempts to start a fourth sync, there is no notification . Selecting multiple Orgs to sync counts as one sync process. The limit includes sync processes triggered from inside Vault or from CRM. Configuration This feature requires setup in Vault. Vault Object records are created for each of the CRM Orgs that have a CLM or Engage integration. If a CRM Org has both integrations, the CRM Org only needs to be created once in Vault as a record. Prior to creating the Object records in Vault, the following information needs to be determined from CRM: Integration Type: Engage and/or CLM Org Type: Sandbox or Production Org Name: [Customer determines] Org Id: 18-digit Org Id To configure this feature in Vault, refer to the Vault documentation. CLM and/or Engage Integration needs to be configured. For more information, refer to Uploading Content via CLM Vault Integration and Configuring Engage Basic CRM and Vault Configuration. Content Setup Process 1. Create Presentation (doc type) Binders for your content. These are represented as Clm_Presentation_vod records in CRM. 2. Select the CLM Content Flag for the Presentation Binder. 3. Add content (doc type Slide) to the Presentation Binder. These are represented as Key_Message_ vod records in CRM. The order of the Slides in the Presentation Binder is represented as Clm_Presentation_Slide_vod records in CRM. Once the attributes are set, the content can be pushed to the Content Distribution Network (CDN) via the methods outlined in the lifecycle setup section. Once pushed to the CDN, end users can sync the CLM to their ipads. 19

20 Vault Integration User The Vault Integration User has visibility to all CLM content in Vault pulled into CRM. The Vault Integration User does not have to be a System Administrator but must have Read Access to: Presentation and Slide Document Types All fields on Presentation and Slide Document Types Vault integration user's language must be set to English. See Vault help for more information on Vault user setup. Product Mapping In order to match the appropriate Product references from Vault to the Product records in Veeva CRM, the external IDs must be specified for both Vault Products (Product_v) and Veeva CRM Products (Product_vod). In CRM, Products are Product_vod records. In Vault, Products are Product_v records and Countries are Country_v records. Setup 1. Navigate to the Product_vod (Product Catalog) object and ensure the VExternal_Id_vod field is visible to the Administrator. 2. Place the VExternal_Id_vod field on the Product Catalog page layout for the Administrator. 3. Populate the field for the Products that are used in CLM. This field is unique and case insensitive. Product External IDs can be setup in two ways: Detail Group Mapping Scenario 1: Country is used In Vault, External IDs need to be setup for Product and Country (i.e. Cholecap External ID = 1001 and France External ID = FR) In CRM the Product Veeva External ID needs to be: Cholecap Veeva External ID = 1001::FR Scenario 2: Country is not used In Vault, External IDs need to be setup for Product (i.e. Cholecap External ID = 1001) In CRM, the Product Veeva External ID needs to be Cholecap Veeva External ID = 1001 If Detail Groups are used in Veeva CRM, Detail Groups must be enabled in Vault. Detail Groups are disabled by default in Vault. To enable Detail Groups, add the Detail Group picklist to the Slide Document Type: 1. Navigate to the Document Properties: 2. Select Slide. 3. Select Add. Admin->Configuration->Document Fields 4. Select Existing Shared Property. 20

21 5. Select Detail Group. 6. Navigate to Property Layout. Admin->Configuration->Field Layout 7. Select Product Information from the list. 8. Click Edit and order so Detail Group is first, Product is second. To enable Detail Groups in Vault: 1. Populate the Detail Group values in Vault. Admin->Configuration->Picklists ->Detail Group 2. Click Edit to add new Detail Groups. Do not delete the Common entry. This is required to map to the default Common group delivered in Veeva CRM. The key of the Picklist value in Vault must be populated in the VExternal_Id_vod field on the Detail Group Product record. (eg. "Neurology" Picklist value in Vault creates the Picklist key "neurology c". neurology c" should be entered in Product_vod c.vexternal_id_ vod c field for the Detail Group record in CRM). Related Record Mapping In order to match the appropriate record references between Vault and CRM, the external IDs must be specified for both Vault and CRM records. If Surveys are used in CLM, the external IDs for Vault Surveys (Survey v) and Veeva CRM Surveys (Survey_vod) must match. All other Survey information is managed in CRM (i.e. Questions). If Directories are used for CLM, the external IDs for Vault Directories (Directory v) and Veeva CRM Directories (Directory_vod) must match. Veeva CRM Configuration There are several types of users who interact directly with the CLM Vault integration. Configuring CRM to leverage the CLM Integration with Vault is done in several steps. See the CLM section to review how to configure CLM. Field Permissions Enable write access to these fields for the System Administrator and CRM Integration User profiles: CLM_Presentation_vod c: Directory_vod c End_Date_vod c Start_Date_vod c Status_vod c Survey_vod c Vault_DNS_vod c Vault_Doc_Id_vod c Vault_External_Id_vod c 21

22 Vault_GUID_vod c Vault_Last_Modified_Date_Time_vod c VExternal_Id_vod c Version_vod c Key_Message_vod c: CDN_Path_vod c Disable_Actions_vod c Status_vod c Slide_Version_vod c Vault_DNS_vod c Vault_Doc_Id_vod c Vault_External_Id_vod c Vault_GUID_vod c Vault_Last_Modified_Date_Time_vod c VExternal_Id_vod c CLM_Presentation_Slide_vod c: VExternal_Id_vod c Product_vod c: VExternal_Id_vod c* * It is recommended to add this field to the page layout for ease of updating. Object Permissions Enable write access to these objects for the System Administrator and CRM Integration User profiles: CLM_Presentation_vod c CLM_Presentation_Slide_vod c Key_Message_vod c Enable read access to these related objects for the System Administrator and CRM Integration User profiles: Product_vod c Survey_vod c Directory_vod c Enable read access to these fields for end user profiles that utilize CLM: 22

23 Key_Message_vod c: CDN_Path_vod c Vault_GUID_vod c If content uses gotoslide, enable read access to these fields for end user profiles that utilize CLM: CLM_Presentation_vod c: Status_vod c Version_vod c Vault_External_Id_vod c Key_Message_vod c: CDN_Path_vod c Status_vod c Vault_External_Id_vod c VisualForce Page and Tab Access The VisualForce page is required to connect with Veeva Vault to retrieve CLM. Enable access to the VisualForce page for the System Administrator and Integration User profiles: Clm_Admin_vod Create a VisualForce tab that points to the Clm_Admin_vod VisualForce page. Enable access to the VisualForce tab for the System Administrator and Integration User profiles. Field Configuration In order for the integration to update CLM records in CRM from Veeva Vault, remove the unique attribute for the following fields: Key_Message_vod c - Media_File_Name_vod c CLM_Presentation_vod c - Presentation_Id_vod c Removing the uniqueness to enable the integration allows overwrites for CLM records that continue to be managed in CRM via manual, FTP or migration updates. Custom Field Configuration Custom fields can be added to the CLM integration with Veeva Vault. Custom fields are maintained in Vault and pulled to CRM via the integration. In order for the integration to pull data from Veeva Vault into CRM, ensure the API Field Name and Field Type match in Vault and CRM. Also ensure the Vault Integration user has read access and the CRM Integration user has write access to the custom field(s). Custom fields are only supported on the CLM_Presentation_vod and Key_Message_vod objects. The integration pulls Custom Picklist value labels from Vault. It is important the Custom Picklist value label in Vault be an exact match to the CRM Master Picklist value. Otherwise, the Custom Picklist value from Vault is inserted as an inactive picklist value into CRM, potentially compromising Criteria-Based Sharing Rules. 23

24 Vault fields with "Security Override" are not supported in the CLM-Vault Integration. See Vault help for more information on Vault field configuration. Supported Field Types: Text Text (up to 255 characters) Single Select Picklist Multi Select Picklist Date Boolean Number URL Unsupported Field Types: DateTime Long Text Area Custom Lookup Formula Currency CLM Administration Tab The CLM Administration tab manages the CLM integration with Vault. Subscription History The CLM Administration tab stores the Subscription History. The last 10 subscription integration attempts are listed. Each row includes timestamp, user, status, rows processed and messages, if applicable. Each subscription integration job: Results in a single entry in the Subscription History table, regardless of the number of Vault connections Subscribes to CLM content from each Vault to which the CRM is connected 24

25 Subscription Integration Service The Subscription Integration Service pulls CLM records from Vault and inserts/updates the respective records in CRM. The Subscription Integration Service allows for manual and/or automated processing. Manual processing Automated processing Clicking the Sync button performs an incremental update by pulling CLM records from Vault where either the Presentation or the Slide records have been modified since the last sync Clicking the Force Full Refresh button pulls all CLM records from Vault. It is recommended to click Full Force Refresh after a CRM Sandbox refresh and after adding or deleting Vaults. The Veeva Multichannel Process Scheduler automates incremental synchronization by running the subscription integration service on a scheduled basis Connection Management In order for the CLM integration with Vault to run, the connections between the systems need to be established. The Veeva CRM Connection Management stores the CRM Integration user information. The Vault Connection Management stores the Vault Integration User for each Vault to which CRM subscribes. It is necessary to set up the Veeva CRM Connection first and the Vault Connection second. To set up the connections: 1. Click the CLM Administration tab. 2. Click Edit under Veeva CRM Connection Management. 3. Enter the username and password of the CRM Integration User. 4. Select if this is a Sandbox (SFDC login URL is 5. Click Save. 6. Click Validate to confirm the credentials are correct. 1. Click New under the Vault Connection Management. 2. Enter the Vault Name. 3. Enter the Vault URL.* 4. Enter the username and password of the Vault Integration User. 5. Enter the WHERE Clause, if applicable. 6. Select Include Non Steady State to subscribe to non-steady-state CLM. 7. Click Save. 8. Click Validate to confirm the credentials are correct. 25

26 *The Vault URL cannot be modified after it has been saved. The Vault connection must be deleted and another Vault connection created. Field Mappings Click View Mapped in the Vault Connection Management to review the fields involved in the CLM integration with Vault. Click Compare CRM to Vault to refresh the table. Clicked Compare CRM to Vault before the integration in order to map the fields. Click Compare CRM to Vault anytime there are updates to the mapped fields (i.e. addition of a new custom field). Show Mapped (default) displays a condensed list of CLM Presentation and Key Message fields that have a field match between CLM and Vault. Show All displays a full list of CLM Presentation and Key Message fields. The System CLM Fields lists the core CLM fields for the CLM Presentation and Key Message objects. Certain fields do not have a Vault field match but are still used in integration. Cannot Map displays in the Vault Field Label column for these fields. The Optional CLM Fields lists customer custom fields as well as unrelated and/or depreciated fields for the CLM Presentation and Key Message objects. Mapping Vault records to CRM Fields Users can now map Vault VOF (Vault Object Framework) records and fields to CRM fields using the CLM- Vault Integration. An example is if you need to map a Country VOF lookup on a CLM document in Vault to a custom text field on CLM records in CRM. This custom mapping is available by default if the integration is configured. 26

27 When integration administrators open the Field Mapping page, a new Edit Mapping button displays. Selecting the button opens the Field Mapping in edit mode. In edit mode, mappings can be updated by making a selection from the Vault API Name drop-down, then select Save Mapping. You need to review and save eligible mappings to ensure they are correct. Select the desired Vault API Name that you want to map to the CRM field. By default, the integration maps fields between CRM and Vault that have matching case insensitive API names (i.e. franchise c and Franchise c). Select do not map if the API names match between the Vault and CRM fields but you do not want values from the Vault field to be pulled into CRM. Do not map should be used when a mapping is no longer relevant to the integration but the fields are still accessible in Vault and CRM. Select the blank entry if you do not want to make any other selection. Error Handling There is the potential for incomplete data because of mismatched field lengths or ability to select multiple VOFs in Vault. If the CRM field character length is less than the Vault character length, and/or if Allow user to select multiple values is true on the VOF, then a warning icon displays next to the Vault Field Type. The warning indicates a potential for truncation if the Vault field length exceeds the CRM field length. For example, if a Vault field supports up to 25 characters and is mapped to a CRM field that supports only 20 characters, the warning icon displays. If the Vault field contains a 25-character value, only the first 20 characters are inserted into the CRM field when the integration runs. Field Type Characters Vault Picklist 128 VOF Name 128 VOF Id 128 CRM Picklist 255 CRM Multiselect Picklist 40 Vault Text =<1000 CRM Text Area =<255 CRM Text =<132,000 This feature is available only Online. Filtering Features There are features that allow the subscription to filter the CLM from Vault. The Vault WHERE Clause is a filtering mechanism that enables CRM to subscribe to certain Presentations from Vault (i.e. WHERE language v = 'English ). It is only supported on the Presentation Binder. Include Non Steady State is a boolean that enables CRM to subscribe to CLM based on the document state in Vault. Each document is assigned a state derived from the lifecycle. A document state is either classified as Steady or Non-Steady. It is recommended that documents in Non-Steady State be excluded from Production. Documents in Non-Steady State are not final, not production-ready, and can be deleted. 27

28 Documents in Steady Sate are final, production-ready and cannot be deleted. When Include Non Steady State = True, CRM subscribes to both Non-Steady and Steady State CLM documents from Vault. When Include Non Steady State = False, CRM only subscribes to Steady State CLM documents from Vault. status v is not supported in a WHERE clause. Error Message Reason Solution Clm_Presentation_vod c is missing access on following required fields: OR Key_Message_vod c is missing access on following required fields: OR Clm_Presentation_Slide_vod c is missing access on following required fields INVALID_FIELD: Please update the mappings OR INVALID_FIELD_FOR_INSERT_ UPDATE error message Failed to upsert [N] records into SF DB, status code: INVALID_FIELD error message: Foreign key external ID: [Vault Directory External Id] not found for field External_ID_vod c in entity Directory_ vod c There are required fields for CLM-Vault Integration. If the CRM Integration User does not have access to any one of these fields, the integration will fail. The integration will generate an error message identifying the <ObjectName> and <fieldnames> Before starting the integration, enable visibility to the integration fields for the CRM Integration User The field mapping was not updated after the CRM Integration User lost visibility to one of the fields. The Directory that is referenced by CLM in Vault does not have a match in CRM. Failed to upsert [N] records into SF DB, status code: INVALID_FIELD error message: Foreign key external ID: [Vault Survey External Id] not found for field have a match in CRM The Survey that is referenced by CLM in Vault does not External_ID_vod c in entity Survey_ vod c Failed to upsert [N] records into SF DB, status code: INVALID_FIELD error message: Foreign key external ID: [Vault Product External Id] not found for field VExternal_Id_vod c in entity Product_ vod c The Product that is referenced by CLM in Vault does not have a match in CRM. Before starting the integration, enable visibility to the integration fields for the CRM Integration User. Click Compare CRM to Vault the on the mapping table. Then reattempt to sync the integration. Create a Directory in CRM if one does not exist. Ensure that External_ Id_vod in CRM and external_id v in Vault values match. Create a Survey in CRM if one does not exist. Ensure that External_ Id_vod in CRM and external_id v in Vault values match. Create a Product in CRM if one does not exist. Ensure that External_ Id_vod in CRM and external_id 28

29 Error Message Reason Solution v in Vault values match. Failed to upsert [N] records into SF DB, status code: INVALID_FIELD error message: Foreign key external ID: [Vault Detail Group Picklist Key] not found for field VExternal_Id_vod c in entity Product_vod c Failed to upsert [N] records into SF DB, status code: DUPLICATE_VALUE error message: duplicate value found: Presentation_Id_vod c duplicates value on record with id: [CLM Presentation Id] Failed to upsert [N] records into SF DB, status code: DUPLICATE_VALUE error message: duplicate value found: Media_File_Name_vod c duplicates value on record with id: [Key Message Id] Failed to upsert [ ] records into SF DB, status code: FIELD_FILTER_ VALIDATION_EXCEPTION for Record with External Id: [Veeva External Id], Cause: Selected Key Message must have Is_Shared_Resource_vod enabled The Detail Group that is referenced by CLM in Vault does not have a match in CRM. The field Presentation_Id_vod c is required to be nonunique for the CLM-Vault integration. The field Media_File_Name_vod c is required to be non-unique unique for the CLM-Vault integration. In Vault, the slide that is [Veeva External Id] has a Shared Resource relationship. However, the Slide that is referenced is not defined as a Shared Resource. Create a Detail Group in CRM if one does not exist. Ensure that VExternal_Id_vod in CRM matches the picklist key in Vault. Remove the unique condition on Presentation_ Id_vod c. Remove the unique condition on Media_File_ Name_vod c. Set Shared Resource to Yes for the slide that is supposed to be the Shared Resource. Or delete the Shared Resource relationship if it is not correct. Refreshing CLM-Vault Integration in Non-Steady State CRM Orgs Users have two options when performing an integration: Incremental Sync and Force Full Refresh. Incremental Sync: Retrieves CLM presentations from Vault created or modified since the last incremental sync Force Full Refresh: Retrieves CLM presentations from Vault regardless of their status at the last incremental sync (only pulls the latest CLM from Vault). When a user performs a Force Full Refresh, Vault updates with both staged and approved versions of presentations. To enable this feature, verify the user has access to the CLM Admin Visualforce page and tab, and the Include NSS check box. 29

30 Use When the Include NSS check box is enabled on the CLM Administration Console and a Force Full Refresh is performed when a Staged CLM Presentation exists in CRM: If a staged version cannot be located in Vault, meaning the staged version is not the most recent version, the staged CLM presentation is updated If the staged or approved version cannot be located in Vault, then the approved CLM presentation in CRM is expired If the expired version exists in Vault, the staged and approved CLM presentations in CRM are expired If a staged (newest) version exists in Vault but not in CRM, the staged version is pulled into CRM during a Force Full Refresh if Include NSS is enabled. Refer to Vault documentation for more information. CLM Media Previewer A CLM Media Previewer now exists so users can preview CLM media assets in Vault. See the Vault documentation for more information. CRM for ipad integration with Vault Promomats Customers can manage their CLM content life cycle through Vault PromoMats, from creation and reviews to publishing and withdrawal. The integration will streamline and simplify the CLM content creation process, saving customers and media agencies time and resources. For more information, see About CRM for ipad Integration in the Vault Documentation. Key features include: Creation of Presentations (Binders in Vault) Mapping Key Messages (Documents in Vault) to Presentations Sending Key Messages to CLM - creates the Key Message record and uploads the content zip file from Vault Sending CLM presentations to CLM - creates all Key Messages, CLM presentation slides, and the CLM presentation record. Corresponding media content is also uploaded from Vault Withdrawal of Key Messages - inactivates the Key Message record in Veeva CRM To setup the Vault integration, ensure you have a Content Administrator profile in your Veeva CRM org. This profile mush have Create and Update permissions to all CLM related objects, as described in the CRM for ipad guide. No additional configuration or setup is needed on the Veeva CRM side. For information on configuration of Vault for the integration, see Vault Help. Basic Sample Content To make uploading content easier for content creators, or to verify the configuration, the following steps allow quick creation of sample content: 1. Create a new key message, specify a key message name and product, and click save. 2. Upload the sample Cholecap-1-Intro.zip file, or any other sample zip file (then download the file to verify the upload was successful). 30

31 3. Create a new presentation, specifying a name and presentation ID and click save. 4. Create a new presentation slide, specifying the presentation name and key message name and click save. 5. For the Content Viewing user, confirm the user has My Setup Products entries for that product, and that, online, the user can see at least one account, but not all of them (like an administrator can). On the ipad you can: Log in as the content viewing user Sync View an account Record a call Click the media button View the media Return to the call report Record a reaction to the slide Click submit Sync Online, verify the call report correctly shows the slides displayed Troubleshooting Tips To enhance the user experience, more information about Key Messages is available in the Options - Media section. This includes: Sortable columns an icon displays next to the column to indicate ascending or descending order Count and total media size count - number of CLM Key Messages media size - total size by key content message in kb Media File Name and Status (if the user has access to the field) Size field displays error messages if the zip file is not downloaded or structured correctly 31

32 This information displays by default and is not configurable. Presentation Grouping Content Administrators can define attributes by which presentations can be grouped on the Media Launch page. Reps then have the ability to select the attribute by which to group their presentations, dependent on the grouping attributes defined by the administrators. Clicking Display By, in the Action Sheet on the Media Launch page, displays the list of available grouping attributes. Once the grouping attribute is selected, each group of presentations displays in its own row within the Media Launch page. Each row is horizontally scrollable, independent of other groupings. Any presentations that do not have a value for the selected grouping attribute are grouped into the Unassociated group. If grouping is not selected, presentations are listed alphabetically. Drilling into presentations continues to function as before, regardless of the selected grouping attribute. To enable this feature, populate the CLM_Presentation_Grouping Veeva Message with a comma delimited list of Field API Names from the CLM_Presentation_vod object. Ensure that end users have visibility to the fields that are being used to group by. Grouping by fields of type LongTextArea, RichTextArea and URL, is not supported. 32

33 Viewing Content Specifying Account from Media Previewer When launching a presentation from CRM for ipad s home page utilizing the Media Previewer, reps can specify the account for the presentation directly from the media viewer. Selecting an account creates a call stub in the background but allows the presentation to continue seamlessly. Note the Do Not Call setting as well as Restricted Products are enforced upon account selection. When launching media from an Account, a Call is saved regardless if activity within CLM on the Call. If the Cancel button is selected, the Call is still saved with information entered. The full history of slides displayed is kept in memory. When the account is selected, the history is retained for that call. The slide history is erased once the user exits the previewer, views training presentations, or clicks Manage My Presentations. Only accounts in your Person Accounts are available for selection. Adding attendees is not supported. Because of the complex validation associated with signature capture (which requires the complete call to be available), the sign button is not available for calls created from the media previewer. To aid reps when viewing presentations in CLM, a warning message displays indicating they have not selected an Account for the presentation. To disable the warning, deselect the CLM_EXIT_CONFIRMATION Veeva Setting. To enable this feature, set the CLM_SELECT_ACCOUNT_PREVIEW_MODE_vod Veeva Setting to True. Business Accounts in CLM Account Search Users are now able to search Business Accounts as well as Person Accounts from a CLM Presentation. If configured, Account Identifier and Primary Parent display. 33

34 To use this feature, enable the CLM_Select_Account_Preview_Mode Veeva Setting and ensure at least one Business Account is aligned to the user s territories. This feature is available on ipad and Windows 8 platforms. Using the Media Player Included in this topic: Media Display CRM for ipad: Action Sheet for Media Enhanced Navigation Paradigm Transitioning Between CLM Slides Veeva CLM utilizes the ios UIWebView class, a standard Apple control. While Veeva CLM supports most media playable on the ipad, the following guidelines help obtain the highest quality media. In general, all media must be playable in Safari on the ipad, as described in the TV and Video section of the ipad Specs page on the Apple website: Once in Veeva CLM, the media displays according to these guidelines: Media displays full-screen, with a resolution of 1024 x 768 Media displays in both landscape and portrait modes Users swipe left and right to advance to the next piece of media Veeva CLM navigation controls (e.g. the built-in menu and buttons) are contained within semi-transparent controls as follows: Action button is 54x36 pixels when clicked a drop down menu displays. See the topic for more information. Each Reaction button is 60x38 pixels (These buttons only display if configured). See the Inline Feedback for Media section for more information. History buttons to the right of the Action button extend out to 160 pixels. Veeva also provides a dynamic navigation bar at the bottom of the Media Viewer 34

35 Windows 8 and 10: The navigation bar displays when users click the icon on the bottom left corner of the slide. See the section for more information. The navigation bar is 270 pixels in height The icon on the bottom left hand corner is 61x30 pixels The top left corner (60 x 176) and (160 x 37) is reserved, much like on CRM for ipad. The command bar and navigation bar are displayed by swiping up or down from the top or bottom of the device The resolutions of the supported devices are: Surface display: 10.6" 1920 x 1080 Helix display: 11.6" 1920 x 1080 Content is rendered using the Windows WebView class, which is similar to IE10 The various buttons and controls mentioned above cannot be reskinned or disabled. The exception is the Reaction buttons, which can be disabled via configuration in the online application. It's best practice to understand what devices are utilized by the sales reps in order to determine how content should be coded. Using responsive design to ensure that content shows appropriately in all different devices is recommended. Returning to HTML Slide after Viewing PDF (locally referenced) To allow a user to return to the HTML key message, the CLM media player can detect when a PDF file is opened directly from an HTML key message (ie. not using gotoslide). The PDF opens over the CLM viewer and displays page numbers and has scrolling capabilities. The following buttons are not available when a locally referenced PDF is opened: Action Menu Reactions Highlighter Thumbnail Navigation A Done button displays at the top left of the PDF to allow the user to close it and return to the HTML key message. Pinch to Exit and Swipe to navigate to a different slide functions are not available when the PDF is in overlay mode. Example: <a href = "/assets/my_pdf.pdf"> This works fine </a> document.location = "/assets/my_pdf.pdf"; //this works fine document.location.href = "/assets/my_pdf.pdf"; //this works fine This feature is enabled by default and is available on ipad. Action Sheet for Media Users have access to action menu options directly from media, allowing for increased rep efficiency during media calls. The actions available to the users are: 35

36 Done exits the Media Player and returns the user directly to the Call Report page Slides returns to the slide view page of the presentation currently being displayed Sign if the rep previously indicated which samples were disbursed on the call, the Sign button is available. Tapping on it launches the CRM for ipad signature page. Specialist (only available on ipad if ipad s integration with FaceTime is configured for your org, this button is available. Tapping it launches the FaceTime application and enables an interactive discussion between your organization s representative and the end user or target HCP. For ipad, the menu options is opened by tapping on the icon on the top left corner of the device. On Windows 8 and 10, the controls are on the command bar which are brought up by swiping up from the bottom of the screen. Medical Inquiries from CLM See Configuring Medical Inquiries for more information. Order Entry from CLM The Order button displays in the Action button list. When tapped, the Order Entry screen opens enabling the rep to add products. When the user taps Done in the Order Entry screen, they return to the same slide in the presentation where the Order was accessed. When the CLM presentation is complete, or when Done is tapped from the More Actions button, the Order Management screen displays enabling the user to complete the order. Accessing Surveys from CLM Users can now open a Survey from the CLM media player for a particular presentation. This eliminates the need to navigate away from the presentation, complete a Survey, and navigate back to the presentation. 36

37 To enable: Select the Enable_Survey_Overlay_vod field on the CLM_Presentation_vod object to allow the Survey overlay page to display in CLM. Ensure the Survey_vod lookup is also populated with the correct Survey to display for that Presentation. This survey must have CLM_vod selected as a Channel. Provide users Read permission to the Enable_Survey_Overlay_vod field and to the Survey_ vod field on the CLM Presentation_vod object. The user must also be set up to answer Surveys. See Surveys for more information. The Survey option displays in the More Action menu after an Account and Survey have been selected when displaying a Presentation where a Survey is populated. Users can save, submit, or cancel a Survey by using the buttons, or they can swipe the Survey out of view. This keeps the Survey in memory until CLM is closed, at which point the Survey opens on top of the Call. For customers using the CLM Vault Integration, utilize the Survey (crm_survey_v) field and Enable Survey Overlay (crm_enable_survey_overlay_v) field on the Multichannel Presentation document type. A corresponding Survey record must be created in the Survey object in Vault. If the user saves the Survey from the overlay, it displays on top of the Call after CLM is closed. However, if the user submits the Survey, it does not display. Send from CLM See Approved Entry Point Configuration for more information. Enhanced Navigation Paradigm Veeva CLM gives users streamlined navigation between slides and presentations. By clicking an icon on the bottom left hand side of the screen, a slide sorter displays, allowing the user to scroll through the slides within the presentation. Tapping one of those slides loads it in the main window and hides the slide sorter. Additionally, users can tap on the Presentation Selector button this displays the list of available present- 37

38 ations for that user. Tapping one of the presentations loads the first slide of that presentation and hides the slide sorter. This feature makes the development of a custom slide navigator within content redundant, allowing content creators to focus on other features of their interactive media presentations. History Buttons As users progress through slides within a presentation, a browser like history is retained. Users can utilize the forward and backward icons to go back and review slides shown previously. Tapping the icon transitions back/forward one slide in the history of displayed slides. Holding down either of these icons displays a list of slides (up to a maximum of 10) from which users can tap to jump to that slide. For CRM for ipad, these controls are at the top left hand corner of the display. For Windows 8 and 10, these controls are on the left hand side of the command bar displayed by swiping up from the bottom of the screen. Navigation Bar Veeva CLM gives users streamlined navigation between slides and presentations. A slide sorter displays, allowing the user to scroll through the slides within the presentation. Tapping one of those slides loads it in the main window and hides the slide sorter. ipad 38

39 Windows 8 and 10 Additionally, users can tap on the Presentation Selector button this displays the list of available presentations for that user. Tapping one of the presentations loads the first slide of that presentation and hides the slide sorter. This feature makes the development of a custom slide navigator within content redundant, allowing content creators to focus on other features of their interactive media presentations. The navigation bar automatically hides if no user activity is detected for five seconds. This is to prevent the navigation bar from hiding vital messaging that may be placed behind it on the slide. No configuration is required for this feature. For CRM for ipad, these controls are displayed by clicking the arrow icon on the bottom left hand side of the screen. For Windows 8 and 10, the controls are displayed by swiping down from the top of the screen. Concealing Content When the Navigation Bar Displays When the Navigation Bar displays during a CLM Presentation, the content above the navigation bar can be concealed. This is in case compliance or regulations require the full slide to display at all times. The content is fully displayed again once the navigation bar is closed. CLM content is also concealed when using ios overlays. As soon as the CLM application loses focus in any of the following ways, the content resides in the background and remains there until the overlay is completely closed: swiping from the right to access the multitasking feature swiping up from the bottom to access the control center swiping down from the top to access the notification center To enable this feature, enable the CLM_NAV_BAR_HIDE_CONTENT_vod c Veeva Setting. This feature is only available on the ipad platform. Presentation Selection from Thumbnail Navigator in CRM on Windows 8 and 10 The Thumbnail Navigator functionality in CLM has a control for presentation selection. When used, thumbnails display of all the CLM Presentations the user has access to. If the Presentation Grouping feature is 39

40 enabled, the list of CLM Presentations is filtered based on those attributes. The user can also jump to another presentation by selecting a thumbnail. Transitioning Between CLM Slides Swipe sensitivity can now be configured so users can easily move through a CLM presentation. Using the SWIPE_SENSITIVITY_vod Multichannel Custom Setting, users can indicate the swipe length required to move through a presentation. The SWIPE_SENSITIVITY setting is disregarded if the current slide has Disable_Actions_vod field is set to Swipe_vod. Configuration To enable this feature, set the SWIPE_SENSITIVITY_vod Multichannel Custom Setting to one of the following: 0 = standard swipe 1 = swipe is less than standard 2 = swipe gesture is the least wide If SWIPE_SENSITIVITY is set to anything other than 0, 1, or 2, the system uses the default swipe length. Consider the swipe-gesture length when designing content that contains HTML assets, such as videos. Otherwise, a user may swipe to another slide accidentally when attempting to select an HTML asset. This feature is available on the ipad platform. Advanced Player Configuration Included in this topic: Presentation Quick Start Training Mode Functionality for Interactive Media Tracking of CLM Key Messages Tracking CLM Usage Without an Account CLM Consent Testing CLM Content Associating an Account/Call to Media Preview Tracking Manage My Presentations (User-Defined Presentations) FaceTime Integration Disabling Actions Presentation Quick Start To eliminate clicking individual slides to launch a presentation, reps can quickly start a presentation by skipping the slide sorter view. When enabled, the quick start functionality is available for all CLM presentations. Additionally, the slide sorter view is also eliminated when exiting a presentation. The Actions menu option Slides is replaced with the CLM_Presentations_vod label. Reps can still navigate to individual slides within 40

41 the presentation by using the thumbnail navigation bar 1 via the arrow at the bottom left corner of the screen. The quick start functionality is possible when Recording a Call, viewing from the Media tab, and when viewing Training presentations. To enable this feature, navigate to Setup > App Setup > Develop > Custom Settings > Manage (next to Veeva Settings ) and enable the CLM_ENABLE_AUTO_LAUNCH Veeva setting to launch presentations automatically after being selected. Training Mode Content that is still in development or created for training purposes can be marked as Training. This content cannot be included as part of a call report. When viewing regular presentations, training presentations are not visible, and when viewing training presentations, regular presentations are not visible. The Training Presentations option is only visible if the user has one or more Training presentations assigned to them. To mark a presentation as Training, enable the Training_vod check box on CLM_Presentation_vod. For CRM for ipad, Training Presentations are viewed by selecting the Action Menu on the top right corner of the CLM Presentations list page. For Windows 8, Training Presentations are viewed by utilizing the drop-down shown below. 1 Accessible when viewing CLM content full screen via the arrow on the bottom left corner (irep) or swiping down from the top of the screen (Windows 8), this feature allows reps to quickly jump to a different slide or a different presentation by selecting the corresponding thumbnail. 41

42 Watermark for Training Content In order for sales reps to distinguish between a training presentation and a published presentation, Veeva provides the ability to add a watermark to CLM key messages. Configuration Administrators need to select the Veeva message called WATERMARK_TRAINING and edit the message to include the appropriate text for the watermark. The maximum text length for a watermark is 60 characters. By default, the text of this Veeva Message is blank. No watermark will display until this message is populated by an administrator. If you have access to a presentation and it is marked as Training Content, when you view the presentation, the watermark will display over the content. To access training content: 1. From the Veeva CRM home page, tap Media. 2. Tap the Action Sheet button in the top right. A menu pops up. 3. Select Training Presentations. 4. Select the appropriate presentation to view. Only presentations marked as Training Content will have the watermark. Functionality for Interactive Media Veeva provides a number of JavaScript functions that allow for display of interactive information, access to the Veeva CRM mobile database, and streamlined navigation between CLM Key Messages and Presentations. Inline Feedback for Media Feedback for media presented to HCPs can be captured while content is displayed. Three reaction buttons display underneath the menu button, at the top left hand corner of the media player. The top button represents a positive reaction, the middle a neutral one, and the bottom button indicates the HCP had a negative reaction to the slide. Tapping one of the buttons records the reaction for that slide. To disable the reaction buttons, remove visibility to the Reaction_vod field on Call Key Message. If custom reactions are added to the Custom_reaction_vod field on the Key Message record, the buttons do display for that specific Key Message. 42

43 Presentation Grouping Content Administrators can define attributes by which presentations can be grouped on the Media Launch page. Reps have the ability to select the attribute from which to group their presentations, dependent on the grouping attributes defined by the administrators. Clicking Display By in the Action Sheet on the Media Launch page displays the list of available grouping attributes. Once the grouping attribute is selected, each group of presentations displays in its own row within the Media Launch page. Each row is horizontally scrollable, independent of other groupings. Any presentations that do not have a value for the selected grouping attribute are grouped into the Unassociated group. When no grouping is selected, presentations are listed alphabetically. Drilling into presentations continues to function as before, regardless of the selected grouping attribute. To enable this feature: 1. Enter the Field API Names from the Clm_Presentation_vod object into the Veeva Message referenced by the CLM_PRESENTATION_GROUPING Veeva Setting. See Veeva Messages for how to configure Veeva Messages. 2. Ensure end users have visibility to the field types used for grouping. The following fields types are supported: Text, Number, Lookup, Picklist, Multi-select Picklist, Check box. 43

44 Required Slides CLM Presentations can contain a sub-presentation of a required set of slides that must be shown prior to displaying a certain slide or slides within the main presentation. To define a set of required slides, create a CLM Presentation containing those slides. This presentation is the sub-presentation. Then, in the main presentation, for every slide that needs to be preceded by the required slides, populate the Sub_Presentation_vod lookup on CLM _Presentation_Slide_vod. When a user attempts to view the dependent slide before viewing the Required Slides that precede it, they are automatically taken to the first slide in the Sub Presentation. Once they have viewed all required slides, they can continue to display the remainder of the slides in the main presentation. Required key messages are only displayed once in a CLM session. Once the key message is viewed, it does not display again. A view is captured when either of these occurs: 1) the user displays the slide for more than 2 seconds OR 2) the user selects a reaction button. The duration timer is reset for each swipe. Hidden Presentations By setting the Hidden_vod field on CLM Presentation, that presentation does not displayed in the CLM Presentations view or in the Presentation picker in the navigation bar. To reach the slide(s) within a hidden presentation, place a link utilizing the gotoslide JavaScript function to the hidden presentation within an HTML5 slide. See Appendix A for more information on the JavaScript function. Once the user navigates to and reaches the hidden presentation, its slides are visible in the Navigation bar. This is to allow for navigation within the hidden presentation. Once the user exits the hidden presentation, it or its slides are longer be visible. Specifying an Account from Preview Mode On occasion, a user may view media from the Media Previewer (and no account is selected) on the CRM for ipad home page when a HCP becomes available. The user can quickly specify the account for the presentation directly from the Media Previewer. Any calls made before the Account is specified will not be properly executed if an Account was required by the API. Administrators can enable this feature by selecting the CLM_Select_Account_Preview_Mode Veeva Setting. Business Accounts in CLM Account Search Users are able to search Business Accounts as well as Person Accounts from a CLM Presentation. If configured, Account Identifier and Primary Parent display. To use this feature, enable the CLM_Select_Account_Preview_Mode Veeva Setting and ensure at least one Business Account is aligned to the user s territories. 44

45 This feature is available on ipad and Windows 8 platforms. Capturing Additional Information from Media Preview The Select Account from Media Preview feature has been enhanced to be able to capture reactions from CLM, as well as to retroactively execute certain JavaScript Library information for CLM functions in order to save information to the Veeva CRM database. The additional capture of information is active if the CLM_SELECT_ACCOUNT_PREVIEW_MODE_vod Veeva Setting is enabled. Reaction buttons display in Media Preview, and when tapped, the information saves with the other Call Key Message information when the user selects an Account from Media Preview. To select an Account and save the viewing information: 1. Select the Action Menu. 2. Select Select Account. 3. Select the Account for which to create a Call and save the information. A Call is created and all slide views are saved to Call Key Messages linked to that Call. If an Account is not selected, all slide view information and saved JavaScript functions are deleted. Additionally, the following JavaScript Library for CLM functions is also temporarily saved and retroactively executed at the time an Account is selected: createrecord - only for Call Clickstream object, the created Call Clickstream records are linked to the newly created Call updatecurrentrecord for the Account, Call, TSF, and Address objects This feature is supported on the Windows 8 and CRM for ipad platforms. Video Auto-play To optimize time and prevent errors, automatic playback of videos aids reps when they are presenting in front of HCPs. When a user swipes to a key message with a video, the video begins to play immediately. This feature is enabled by default if content creators decide to include the autoplay attribute in the video tag of their HTML/JavaScript code. For Video Key Messages, this feature is enabled by selecting the CLM_VIDEO_AUTOPLAY_vod Veeva Setting. If this feature is not enabled, the user must tap the screen or the play button to play the video. Returning to CLM after Signature This feature returns the user back to where they were in the CLM presentation after accepting or canceling a signature from CLM. If disabled, the user returns to the Call Report. Enable the RETURN_TO_CLM_AFTER_SIGN_vod Veeva Setting to return to CLM after accepting or canceling a signature. This feature is supported on the Windows 8 and CRM for ipad platforms. This feature cannot be utilized with the sd section signal. If both are configured, the Sign option is removed from the CLM Action menu. Highlighter Pen To help reps who are presenting to large groups of Attendees using a projector, the Highlighter Pen function allows drawing capabilities so these gestures can be translated in a visible manner when pointing to the touch screen. 45

46 To enable this feature, enable the CLM_HIGHLIGHTER_PEN_vod Veeva Setting. When displaying a CLM presentation in full screen, the Highlighter Pen icon displays in the top left corner of the. When tapped, the icon turns the color of the highlighter and the rep can draw on the screen. All Veeva controls are still available, but HTML content cannot be interacted with as the drawing is on a layer on top of the content. Swiping to navigate is also disabled. When the rep taps on the highlighter icon again, the drawings are cleared and all content is returned to an interactive state. When navigating to another slide using the Nav Bar or History buttons, the drawings are cleared. To access pen color choices, long tap the highlighter pen icon. This feature is supported on the ipad and Windows 8 platforms. Highlighter Pen drawings are never saved. Tracking of CLM Key Messages Each time a key message is viewed via CLM, a new Call Key Message record is created. In addition to the standard fields which are captured for a regular Key Message, the following fields are written to the Call Key Message record: CLM_ID_vod - stamped Media File name from the Key Message record Display_Order_vod - the display order of the CLM Key Messages that the key message is shown Duration_vod - in seconds (Note: On VMobile tablet, this field is saved in ticks, where 10,000,000 ticks = 1 second.) Presentation_ID_vod - stamped Salesforce record ID of the presentation Start_Time_vod - Date/time that the slide was shown Slide_version_vod - stamped from Key Message record Reaction _vod - based on what was selected by the user Key_Message_vod - lookup to the Key Message that was displayed 46

47 Clm_Presentation.Name_vod Key_Message.Name_vod Clm_Presentation Clm_Presentation.Version_vod A view is captured when either of these occurs: 1) the user displays the slide for more than 2 seconds OR 2) the user selects a reaction button Category_vod and Vehicle_vod on the Key Message record are not utilized for CLM Call Key Messages Call Detail records are created or updated for the product which was detailed via CLM, where Type_vod c = EDetail_vod and the Call record has CLM_vod = TRUE when the user is done viewing media. Tracking CLM Usage Without an Account Customers can now report on CLM usage via media preview even if there is no Account selected. Standard tracking normally recorded during a CLM session is saved on the Multichannel Activity and the Multichannel Activity Line objects. This feature is available on Veeva CRM for ipad. To enable tracking of CLM usage to the end user: Grant write permission to the Multichannel Activity object and the CLM_vod record type. Grant write permission to the Multichannel Activity Line object and the CLM_vod record type. Enable VMOCs for both of the above objects. Enable the TRACK_CLM_MEDIA_PREVIEW_vod Multichannel Setting: 0 or NULL do not track usage 1 Track all usage of Media Preview, including training 2 Track only Training usage Provide FLS Edit permissions to the following fields: Multichannel Activity object: Field Name Field Label Required CLM_Location_Longitude_vod CLM Location Longitude N CLM_Location_Latitude_vod CLM Location Latitude N CLM_Location_Services_Status_vod c CLM Location Services Status N Training_vod Training N Mobile_ID_vod Mobile ID Y Media_Preview_vod Media Preview Y RecordType Record Type Y Name Name Y Total_Duration_vod total Duration N Start_Date_Time_vod Start Date Time Y Multichannel Activity Line object: Field Name Field Label Required Name Name Y 47

48 Field Name Field Label Required RecordType Record Type Y CLM_Presentation_vod CLM Presentation Y DateTime_vod DateTime Y Detail_Group_vod Detail Group N Detail_Group_VExternal_Id Detail Group VExternal Id N Duration_vod Duration N Entity_Reference_KM_Id_vod c Entity Reference KM ID N Event_Type_vod Event Type Y Key_Message_vod Key Message Y Key Message_VExternal_Id_vod Key Message VExternal Id Y Key_Message_Version_vod Key Message Version N Mobile_ID_vod Mobile ID Y Multichannel_Activity_vod Multichannel Activity Y Product_vod Product N Product_VExternal_Id_vod Product VExternal Id N Reaction_vod Reaction N View_Order_vod View Order Y CLM Consent Customers now have the ability to configure CLM to track usage for marketing purposes based on the consent, opting in/out, of an Account. Options are available to not track CLM usage for an Account that did not opt in to track information anonymously. CLM Content always displays regardless if the Account opts in or out for tracking. This is also supported for Call Clickstream. Consent is supported at the Account level and can include an expiration date. It is similar to the consent model for Approved . For Group Calls, tracking is determined by looking at the consent of the Attendees. If ANY of the Attendees has a status of Not Consented, the Group Call's consent status is also Not Consented. Customers who have HTML content with custom tracking to Call Clickstream need to work with their content creators to update the content so it does not write to Call Clickstream if the Account is not opted in to CLM tracking. The following is required for end user profiles to enable CLM Consent for tracking purposes: Read access to Multichannel_Consent_vod object Write access to Multichannel_Acitvity_vod and the CLM_vod record type* Write access to Multichannel_Activity_Line_vod and the CLM_vod record type* Enable VMOCs for all 3 objects: Multichannel_Consent_vod Multichannel_Acitvity_vod* Multichannel_Activity_Line_vod* *These are only applicable if the customer enables anonymous tracking. To enable tracking based on CLM Consent: 48

49 Decide on a global/profile based consent model for CLM Consent All Accounts are Opted In / Consented unless there is a valid Opt Out record leave the CLM_EXPLICIT_OPT_IN_vod Multichannel setting set to False All Accounts are Opted Out / Not Consented unless there is a valid Opt In record set the CLM_EXPLICIT_OPT_IN_vod Multichannel Setting set to True Set the consent model individually for an Account by selecting one of the following values for the CLM_Opt_Type_vod field on the Account object. Ensure end users have Read access to this field. Implicit_Opt_In_vod Account is Opted In / Consented unless there is a valid Opt Out record Explicit_Opt_In_vod - Accounts is Opted Out / Not Consented unless there is a valid Opt In record Never_vod The Account is never consented If the CLM_Opt_Type_vod field is NULL, or the user does not have FLS to this field, the behavior follows the consent model specified in Step 1. Decide on the tracking behavior for Opted Out / Not Consented Accounts. No tracking - Enter 0 (zero) for the CLM_OPT_OUT_BEHAVIOR_vod Multichannel Setting Anonymous Tracking to the Multichannel Activity and Multichannel Activity Line objects - Enter 1 for the CLM_OPT_OUT_BEHAVIOR_vod Multichannel Setting All standard CLM tracking information is captured, except for Account and Call See the Field Tables below Additional fields from the Account (such as Segmentation or Specialty) can be pulled through from the Account to the Multichannel Activity Line object Create custom fields on the Multichannel Activity Line where the API name is zvod_ [Object]_[Field] c [Object] is A for Account (Account is currently the only supported object) [Field] must match the name of the field you want to retrieve from the Account object zvod Pull-In field needs to be of the same exact type, length, etc as the source field. Picklist values need to exist in both (literal match required). The end user should have write access to all relevant fields (standard and pull through) on the Multichannel Activity and Multichannel Activity Line objects for tracking properly Dataload any existing consent records to the Multichannel Consent object. This step is optional. Use the CLM_vod record type Fill in the following fields: Account Opt Type Opt_In_vod or Opt_Out_vod Capture Date Time 49

50 Expiration Date (Optional) Last Device (Optional) Data_Load_vod New fields for the Multichannel Activity object: Field Name Field Label Required Total_Duration_vod Total Duration N Start_DateTime_vod Start DateTime Y CLM_Location_Longitude_vod CLM Location Longitude N CLM_Location_Latitude_vod CLM Location Latitude N CLM_Location_Services_Status_vod c CLM Location Services Status N RecordType Record Type Y Name Name Y Mobile_ID_vod Mobile ID Y New fields for the Multichannel Activity Line object: Field Name Field Label Required Name Name Y RecordType Record Type Y CLM_Presentation_vod CLM Presentation Y DateTime_vod DateTime Y Detail_Group_vod Detail Group N Detail_Group_VExternal_Id Detail Group VExternal Id N Duration_vod Duration N Entity_Reference_KM_Id_vod c Entity Reference KM ID N Event_Type_vod Event Type Y Key_Message_vod Key Message Y Key Message_VExternal_Id_vod Key Message VExternal Id Y Key_Message_Version_vod Key Message Version N Mobile_ID_vod Mobile ID Y Multichannel_Activity_vod Multichannel Activity Y Product_vod Product N Product_VExternal_Id_vod Product VExternal Id N Reaction_vod Reaction N Segment_vod Segment N View_Order_vod View Order Y Group Calls are composed of one parent call and an unlimited number of child calls one child call per attendee. All parent call information is copied to each of the child calls. Group Call tracking is determined by whether all Attendees, including the Account on the parent call, have consented to tracking. If any Attendee has not given consent, the Group Call is not consented If the Group Call is not consented and anonymous tracking is enabled, only one set of Multichannel Activity and Multichannel Activity Lines is recorded. A set is not created for each Attendee. Pull-through fields are not copied over on Group Calls. No matter the Attendees account type or if the Attendee does not have an account the CLM Opt Type field value determines consent as a part of the group. If the attendee doesn't have access to the CLM Opt Type field, they are considered not consented for the group consent determination. 50

51 If, when CLM was initiated, the Group Call was not consented, then all attendees added to the Group Call after that point are considered not consented and will not receive Call Key Messages and Call Clickstream If, when CLM was initiated, the Group Call was consented, then any attendees added to the group call after that point receive Call Key Messages and Call Clickstream regardless of whether the attendee is consented. (This behavior is a direct result of children on Group Calls receiving a copy of any information the parent call has.) Consent for Unique Activity Group Calls is determined for each Attendee separately. See Unique Activities on Group Call for configuration information. If the Attendee has given consent, Call Key Message and Call Clickstream records are recorded on the child call. If the Attendee has not given consent and anonymous tracking is enabled, a separate set of Multichannel Activity and Multichannel Activity Lines is recorded for each Attendee. Testing CLM Content Content reviewers now have an improved way to test CLM content in CRM Sandboxes that have both Staged and Approved Presentations. This feature should only be enabled for users who are able to review CLM content updates. Testing CLM content includes three components. Enabling the feature for a content reviewer makes all three components available for that user. Status Overlay A Status overlay displays on Presentation thumbnails so content creators can easily identify which Presentation is Staged and which is Approved. 51

52 Show Information Overlay Each slide contains an option in the Slide Action Sheet labeled Show Information. An information overlay displays for the originating slide. Information displays for the corresponding Key Message record based on the page layout and FLS assigned to the user s profile. If the Shared_Resource_vod c field is populated on the overlay, it is hyperlinked. Selecting the hyperlink opens the Show Information overlay for the Shared Resource. Gotoslide Navigates to Staged When content is coded using gotoslide v1 or gotoslidev2, content reviewers always see the Staged Presentation when jumping across Presentations. For example, Presentation A is Approved and Presentation B is Staged because the latter was just updated. The content reviewer would like to test the content flow of Presentation A to Presentation B. When this feature is not enabled for the content reviewer, gotoslide jumps to the Approved version of Presentation B. When this feature is enabled for the content reviewer, gotoslide jumps to the Staged version of Presentation B, which contains the updated content. If a Staged version of Presentation B cannot be located, then gotoslide jumps to the Approved Presentation. Configuration To enable this feature, ensure content reviewers have FLS edit permission to the Enable_CLM_Testing_ Features_vod field on the User object and select the check box for that field. If a user has FLS to Enable_ CLM_Testing_Features_vod but the field is not selected, the CLM content testing features are not available for that user. The Show Information Slide Action Sheet option is controlled by the SHOW_INFORMATION Veeva Message. This feature is available on the ipad and Windows 8 and 10 platforms. Associating an Account/Call to Media Preview Tracking Users are able to look at tracked activity and associate an Account to the activity at a later time. This saves the rep having to associate a presentation to an Account during a call. Call Clickstream is also supported for 52

53 this feature. Configuration To enable this feature: 1. Grant users Write access to the Saved_For_Later_vod c field on the Multichannel Activity object. 2. Grant users Create permissions to the Multichannel Activity and Multichannel Activity Line objects, and edit permissions for the following fields (at a minimum): Multichannel Activity o o o o o o o Name Record Type Start Datetime Mobile ID Media Preview Saved For Later Call Multichannel Activity Line o o o o o o o o o Name Record Type CLM Presentation Datetime Key Message Key Message VExternal ID Mobile ID Multichannel Activity View Order 3. Grant users Update permission to the Multichannel Activity Object. 4. Update the VMOC Where clause according to the recommendations in the Suggested VMOCs section below. 5. Update the VMOC Where clause according to the recommendations in the Suggested VMOCs section below. When enabled, a Save for Later item displays in the Action menu. This allows users to save the current session for later and start a new anonymous tracking session. The Save for Later field does not display in the Training Presentations section. In My Schedule, Multichannel Activities display if the Record Type = CLM_vod and Saved_For_Later_vod c field is true for the Week and Agenda views. To use this feature, enable both the Enable New ipad Calendar (ENABLE_NEW_IPAD_CALENDAR_vod c) Veeva Setting and one of the following: ENABLE_CALENDAR_AGENDA_VIEW_vod c ENABLE_CALENDAR_WEEK_VIEW_vod c When selecting an activity that is not associated to an Account, a pop-up displays with the start time and the total duration. A menu option allows the user to select an Account where they can edit, add attendees, save, or submit the call. The Multichannel Activity is updated with a lookup to the newly created Call and the Saved for Later field is set to False. Users can also select to discard the activity. When a user discards an activity, the Saved for Later field is set to False, the pop-up closes and My Schedule refreshes deleting the unassociated presentation from the calendar. This feature is available on CRM for ipad. 53

54 Associating an Existing Call to Media Preview Tracking Users can assign presentations to an existing Call in My Schedule. The user can choose Select a Call from the action sheet for an Unassociated Presentation to view the available Calls. Use From the detail page or agenda view s action sheet, users can select calls they own individual or group calls, but not child calls that are planned or saved for the same day as the Unassociated Presentation If the user has no planned or saved calls on the same day as the unassigned presentation, the 'Select a Call' menu option does not display If the user selects Cancel in the call window, the call reverts and the unassigned presentation is restored to its original state If the unique attendees feature is enabled and the user selects a group call, a list of attendees displays. The user can select multiple attendees or add an account as an attendee. Once the user selects an attendee, the appropriate key messages and other relevant information are copied to the attendee, and the group call window displays. This feature is available for ipad. It is enabled by default. Manage My Presentations (User-Defined Presentations) Veeva CLM provides users the ability to create their own customized presentations so they can deliver specifically tailored messages to their targeted accounts. These presentations are saved for later use with other interactive calls. From the media launch page, users can navigate to the new Manage My Presentations page (available as an item on the action sheet), where they can create new presentations and edit or delete existing ones. Users will not be allowed to modify presentations created by the home office or by other users. Users will not be able to modify the content itself in any way. To create their own presentations, users will be prompted to enter in any information about their new presentation (all required fields on the CLM_Presentation_vod object must be populated before proceeding). Subsequently, users will have access to their Presentation Library, consisting of all slides that are available to them within the CLM Presentations list. Users then select the slides they wish to include within that presentation by tapping on the associated thumbnail image. If a slide has a prerequisite subpresentation defined, those slides will also be automatically pulled over to the custom presentation. Reorder the slides within the presentation by dragging and dropping the thumbnail image. 54

55 Deleting slides from a custom presentation is accomplished by tapping the delete icon on the top left corner of each thumbnail. Note cross-product presentations are not permitted at this time the first slide selected for a new presentation determines which product the Presentation is aligned to. The list of slides available for selection is automatically filtered to show slides aligned to the selected product only. A user defined presentation is identified by the value Custom in the Type_vod picklist on the CLM_Presentation_vod object. This value gets set automatically by the application and should not be modified otherwise. For non-admin users, this field should never be placed on the page layout of the CLM_ Presentation_vod object. This feature is enabled by providing users with the following permissions: Full permissions on the CLM_Presentation_vod and CLM_Presentation_Slide_vod objects. Security settings on CLM_Presentation_vod must be set to Private (to prevent users from receiving custom presentations created by other users) Set Grant Access Using Hierarchies to false on the CLM Presentation and CLM Presentation Slides objects to prevent managers from synching their subordinates custom presentations Create a sharing rule to provide users access to presentations created by Content Administrators (e.g. Type_vod NOT EQUAL to Custom ) Read/Write access to the Mobile_ID_vod field on CLM_Presentation_vod and CLM_Presentation_Slide_vod objects Read/Write access to the Type_vod field on CLM_Presentation_vod 55

56 Presentations across Multiple Products Reps need to talk about multiple products in a very short period of time. This feature allows users to add key messages with multiple products to a presentation. When a user selects a slide to add to a custom presentation, products selected via the product filter will stay the same. Users can tap the Product filter to change Products, add more Products, or select none and then add the slides to the presentation. To enable this feature, select the MULTI_PROD_USER_DEFINED_PRESENTATION_vod Veeva Setting check box. gotoslide If the user adds a slide coded with a two parameter gotoslide (media file, presentation id), then gotoslide will navigate to the target slide. If the user did not add the target slide to the custom presentation, then gotoslide leaves the custom presentation to navigate to the target slide. If the user did add the target slide to the custom presentation, then gotoslide remains in the custom presentation to navigate to the target slide. If the user adds a slide that is coded with a one parameter gotoslide (media file), then gotoslide navigates to the target slide only if the user also added the target slide to the custom presentation. If the user did not add the target slide to the custom presentation, then gotoslide does nothing and the user remains on the current slide. FaceTime Integration Users are able to initiate a FaceTime video call directly from the CRM for ipad CLM media player in order to conduct a real time interaction with a product expert or specialist. FaceTime integration is enabled by setting the Enable Specialist Lookup Custom Setting to TRUE. This will display a Specialist button in the CRM for ipad Media Player that opens a wizard which guides the user to select the right specialist. It first prompts the user to select a product and then shows the available users who have the selected product listed in their expertise. Next the user taps on the desired user to see their personal details and can initiate a FaceTime video call through the user s address and/or phone number. There are new fields on the User object that store the user s product expertise, FaceTime preferences, and availability: Product_Expertise_vod is a multi-select picklist that indicates which products the user can speak about Available_vod is a picklist field that indicates the user s current availability. Only users where Available_vod equals Available_vod will display in the list of users. This field can be updated manually by the user or by integration. Facetime_ _vod stores the address where the user is registered to receive Facetime calls. This typically corresponds to an ipad 2 or Mac desktop or laptop. Facetime_Phone_vod stores the phone number where the user can receive Facetime calls. This typically corresponds to an iphone. FaceTime calls can only be placed to other ios or MacOS devices that support FaceTime. 56

57 Disabling Actions Disable Swipe and Pinch to Exit in CLM Presentations You have the ability to disable the swipe motion for slide navigation in a CLM presentation to allow for more creativity and flexibility by adding interactive controls. For example, dragging or dropping elements within a slide, or adding horizontal sliders. You also have the ability to disable the pinch to exit a presentation. This function allows the user to zoom in and out of a presentation without exiting the presentation. Both functions are specific to individual key messages, not an entire presentation. All other key messages continue to function normally. Pre-requisites: The Disable Actions field on Key Message must be visible to the user s profile The Disable Actions field on Key Message must be on the page layout for the Content Administrator s profile To disable these functions: 1. Navigate to the key message in the CLM presentation. 2. Click Edit. 3. Scroll to Disable Actions. 4. Move Swipe_vod to the Chosen list to disable the swipe motion for this key message. 5. Move Pinch_to_Exit_vod to the Chosen list to prevent the pinch motion from exiting the presentation. 6. Click Save. Code for adding Next/Prev Text Links If the swipe action for slide navigation is disabled for a key message, you can add the nextslide and prevslide JavaScript functions to the HTML5 code in order to navigate back and forward between slides. Reference the associated sections in Appendix A - JavaScript Library to understand how to implement them as content being developed. Also reference the sections in Appendix B Legacy API Calls. Disabling Zoom To prevent important information from displaying improperly or from being hidden entirely, content administrators can disable the zoom function on an Image or a pdf CLM Key Message. To enable this feature, select the Zoom_vod picklist value on the Disable_Actions_vod field on the Key_ Message_vod object. For customers using the new CLM Vault Integration, this picklist value is also available on the crm_disable_actions v field on the Slide document type in Vault. This feature is available on ipad and Windows 8 platforms. Portrait View for CLM and Documents Users are now able to view CLM content and documents in portrait mode for ease of use. This allows users to view an entire page on one screen without scrolling. CLM content rotation is supported on ipad and Windows 8 devices. Rotation on documents is only currently supported on ipad. This feature applies to all CLM content types. 57

58 To enable this feature for CLM content, add the Rotation_Lock_vod picklist value to the Disable_Actions_ vod field on the Key_Message_vod record. For customers using the new CLM Vault Integration, this picklist value is also available on the crm_disable_ actions v field on the Slide document type in Vault. Suggested VMOCs The following is the suggested VMOC for the CLM Save For Later Feature without Engage/CoBrowse: WHERE (OwnerID AND RecordTypeId ID:Multichannel_Activity_vod c.clm_vod@@ AND Saved_For_Later_vod c = true) The following is the suggested VMOC for the CLM Save For Later feature with Engage/CoBrowse: WHERE ((Start_DateTime_vod c>=last_n_days:30 AND Account_vod r.name!= null AND RecordTypeId IN (@@VOD_RECORDTYPE_ID:Multichannel_Activity_vod RECORDTYPE_ID:Multichannel_Activity_vod c.cobrowse_vod@@)) OR (OwnerID USER_ID@@ AND RecordTypeId c.clm_ vod@@ AND Saved_For_Later_vod c = true)) Querying against a large number of records or customizing a query to return more records can cause the query to perform poorly or even to fail. In extreme cases, a large number of users running a bad query can cause SFDC to shut down the org. Please review your planned VMOC in the SFDC Query Plan tool to validate its performance. Refer to SFDC's general guidelines for efficient queries for more information. 58

59 HTML 5 Media HTML5 Media Reference the associated sections in Appendix A - JavaScript Library and Appendix B Legacy API Calls to understand how to implement them as content is being developed. HTML5 provides a rich set of tools for creating interactive media. In general, anything that can be done in Flash can be replicated in HTML5. Some simple suggestions for adding interactivity to otherwise static media include: Create a HTML button which links to an online resource, like a patient information site Use motion to visually guide the viewer to key pieces of information, like efficacy results, rather than animating background or secondary information Provide interactions which meaningfully customize the message for a HCP, like filtering data by demographic or zip code Add audio to a page, to allow narration of important aspects of content For videos also available on YouTube, embed a local copy of that video and display it within a frame (or open it full screen via a button), so it is always available regardless of 3G coverage. The URL to YouTube can be provided as a hyperlink. Link to (or embed using a frame) external systems, like a send additional info mini-website or a subscribe to mailing list web-form Some considerations when creating HTML5 media: HTML5 speed: HTML5 pages in Veeva CLM will render at a speed faster than loading them from a remote website and slower than just loading them from the browser s cache. Testing with the actual Veeva CLM is recommended. JavaScript speed: The JavaScript execution speed of Safari on the ipad is less than 10% of the speed on a desktop computer. Complex animations that render smoothly on a computer appear to stutter on the ipad. Using subtler or slower animations will reduce the visibility of these performance limitations. Navigation: The application handles transitioning to the next piece of media via a swipe to the left. Internal navigation should be limited such that a user doesn t lose their place when swiping left and right through media. Each slide should be created as a separate piece of media. Zooming: This can be disabled using <meta name="viewport" content="width=devicewidth,initial-scale=1,user-scalable=no" /> 1 as part of the HTML HTML5 media can be tested by loading it onto a website and viewing that website from ipad s Safari browser. Various HTML editor applications can give an even more accurate representation of how content will be displayed. These tools are a good proxy for how it will play back in Veeva, with the following exceptions: Page loading times will be slightly faster than loading from a website, but significantly slower than loading from the browser cache. If the initial page load creates any flashes or wait time, smaller media files or different background colors are recommended. 1 com/library/safari/#documentation/appleapplications/reference/safariwebcontent/usingtheviewport/usingtheviewport.htm 59

60 The top left corner of the page (60 x 176 pixels) is obscured by navigation controls, so interactive media should not be placed there In order to increase interactive options and dynamic content within HTML5 media, Veeva provides several API functions that can be embedded within HTML5 slides. For more details on what functions are available, please see Appendix A - JavaScript Library for CLM. Downloading All Media To help CLM Admins in their daily activities and reduce the time required to download media files for troubleshooting, the View All Media button is now available on Clm_Presentation_vod. Clicking this button generates a consolidated view of the CLM Presentation s associated Media Files, which contains the following information for each Media File: Display Order Key Message Description Media File Location Status Sub Presentation Clicking the Media File hyperlink downloads the CLM content from the respective location (Content Delivery Network or Content Server). To enable this feature, add the View_All_Media_vod button to the CLM Presentation page layout and ensure the appropriate profiles have access to the View_All_Media_vod VisualForce page. Guidelines for the new ipad Apple s third generation ipad is delivered with a new retina display that can display very high resolution images. Content at this quality level has four times the pixels, which results in larger files, which will increase sync times. Veeva has found that content created for earlier generations of the ipad does not lose fidelity on the retina display, thus there should be no urgency for our customers to recreate their content for the new ipad. CLM/Approved Integration Using simple JavaScript functions, content agencies can reference pre-defined templates and fragments that are portable across production environments to allow reps to send specific and content from a CLM slide to the HCP in attendance. See the JavaScript Library for CLM topic for additional details. This feature is available on the CRM for ipad platform. HTML5 Content Creation Support for Custom URLs The CLM Media Player supports custom URLs to other applications. The links described are standard ipad applications that can be included within HTML5 content. Additionally, you can launch any application with a properly registered URL directly from CRM for ipad. Tapping the control containing the link will launch the 60

61 respective external application: mailto:// - Launches the Mail application maps:// - Launches the Maps application facetime:// - Launches FaceTime (for ipad2 only) and - Launches the Safari browser Custom URL supported by CRM for ipad Veeva supports two custom URLs that allow external ipad applications to launch CRM for ipad by calling a specific URL. The custom URLs that CRM for ipad supports are: veeva:// irep:// Calling either of these URLs launches the CRM for ipad application. If the user is already signed in, CRM for ipad will launch to the last screen the user was viewing. If the user is not signed in, the user is taken to the login screen. Dynamic Display of Information Reference the associated sections in Appendix A - JavaScript Library. Also reference the sections in Appendix B Legacy API Calls. In order to display dynamic content to your targets, content can include personalized information pulled from the Veeva CRM database, such that the content is tailored for each HCP. Veeva provides the getdataforcurrentobject JavaScript function and the getdataforobject JavaScript function to enable content creators to read from the Veeva CRM database. Possible uses of these include: Displaying the HCP s name and specialty Displaying the HCP s parent organization name Changing the information displayed on the content based on the physican s segment Reading which survey is associated to the presentation being displayed Dynamic Presentations: Go to Slide Links to other slides within a presentation or to slides in other presentations can be included within HTML5 content. To enable this feature, utilize the gotoslide JavaScript function within an HTML <a> tag, as the href parameter, or update the document location attribute within your JavaScript code. When users click the link or control that contains this underlying function, the media player jumps to the slide defined in the function. Navigation from the slide that was reached by the gotoslide functionality is identical to navigation had that slide been reached through traditional navigation (i.e., swiping left will display the slide before that slide in the presentation, not the slide from which the user jumped). Tracking of CLM Key Messages also continues normally. gotoslide respects My Setup, Restricted Products on Account, and Allowed Products on Call and on TSF when media is launched from a Call or an Account. gotoslide does not respect Restricted Products or Allowed Products when media is launched from the home page. GotoSlide - Vault Integration The one-parameter gotoslide works the same using the Media_File_Name_vod as the external ID from which to jump to in the context of the same presentation. 61

62 This feature assumes the same Media File Name is not used more than once in a Presentation, otherwise, the gotoslide randomly selects one to jump to. If the user has visibility to the Status_vod field (used with the CLM Vault Integration), If the gotoslide is called when viewing a staged presentation, then it jumps to the latest version of the presentation specified in the parameters (could be staged or approved) If the gotoslide is called while viewing an approved presentation, then it jumps to the approved version of the presentation specified in the parameters If the originating presentation does not have a status, the gotoslide function jumps to the presentation specified in the parameters based on the following priority: Statue_ vod = Approved -> Staged -> blank To help maintain the uniqueness of the Presentation_Id_vod field, when creating CLM Presentation records during the CLM Vault Subscription process, an error is thrown if a Presentation_Id_vod value is used across Vault Presentations with different Doc IDs. Data Capture from Content Reference the associated sections in Appendix A - JavaScript Library Also reference the sections in Appendix B Legacy API Calls. Call Clickstream Object To support analysis of detailed user activity within CLM content, it is possible to capture specific user actions performed on HTML5 content. These actions can include capture of actions such as button clicks or certain gestures (clickstream data), or generic data capture, such as updating of a HCP s address on the Account object. To enable, give Create permissions to the Call_Clickstream_vod object for the appropriate user profiles, if capturing clickstream data, and activate the VMOC. If saving data into a specific object, ensure the user has Edit permissions on the object and on the field the data is being saved to. Within HTML5 content slides, wherever it is required to capture user activity or data entry, utilize the createrecord JavaScript function. Clickstream data can be used to capture custom information. By building a control within your HTML5 content, responses can be captured and later displayed directly on the call report. When calling Veeva s saveobject function, specify the questions posed in the Question_vod field and specify the responses in the Answers_vod field. Additionally, the Call Clickstream object has special code to automatically fill in the following fields each time a new record is created for a Call. Any user provided value for the fields is overwritten. Call_vod c - set to the current Call record ID Product_vod c - copied from Product_vod c of corresponding Key_Message_vod c object Key_Message_vod c - set to the record ID of corresponding Key_Message_vod c object CLM_ID_vod c - copied from CLM_ID_vod c of corresponding Key_Message_vod c object Presentation_ID_vod c - copied from the Presentation_ID_vod of Clm_Presentation_vod c object 62

63 To display the Call Clickstream information captured on the call report, place the zvod_surveys marker field on a separate section on the appropriate Call Report page layouts. This section displays a table of responses. The following five fields from the Clickstream object are included in this table: Presentation ID Product Key Message Name Track Element Description Answer The fields displayed in this table are currently not configurable. When implementing clickstream capture, it is imperative to be mindful of the potential amount of data captured as a part of each slide and/or presentation. Creating a large amount of records on each slide will increase sync times for users, and cause performance degradation on the Reporting module in the online application. Saving to Other Objects The createrecord and updaterecord JavaScript functions can also be used to capture data to other objects within Veeva CRM besides Call Clickstream. As application logic and validation are not executed when utilizing these functions, all content should be rigorously tested before putting it into production. It is recommended to write to Veeva CRM objects using the API rather writing to local storage. Saving to CRM when Exiting CLM Users are now able to determine when CLM closes to allow them to save information to the CRM database. This is done using the Veeva JavaScript library when changing slides within CLM or when exiting CLM. The following functions allow implementation of this feature: createrecordsonexit() updaterecordsonexit() updatecurrentrecordsonexit() These should be implemented in the HTML content by the content creation agency to save data to CRM. They are executed by ipad when changing slides within CLM or when exiting CLM. These functions are available on ipad only. The standard onunload JavaScript function can be utilized on Windows 8. To aid in the formatting for these functions, use the following to return a string for use with the OnExit functions: formatcreaterecords(object array, values array) formatupdaterecords(object array, record array, values array) formatupdatecurrentrecords(object array, values array) The exit functions cannot include alert or confirmation dialogues which require user interaction. Sample code for Content Creators: com.veeva.clm.updatecurrentrecordsonexit = function() { var object1 = "Account"; var values1 = {}; 63

64 values1.preferred_statin c = "Juvastatin!"; var object2 = "KeyMessage"; var values2 = {}; values2.customer_field c = "Saved information"; var objectarray = [object1, object2]; var valuesarray = [values1, values2]; return com.veeva.clm.formatupdatecurrentrecords (objectarray, valuesarray); Shared Resources Presentations To optimize storage space and reduce sync times, HTML assets can be shared across multiple Key Messages. To enable, ensure content admins have write access and users have read access to these two fields on the Key Message object in CRM: Is Shared Resource (Is_Shared_Resource_vod c) is a check box that determines if a Key Message is a CLM shared resource Shared Resource (Shared_Resource_vod is a Look-up to the shared resources which the key message references The system automatically creates a 'shared' folder which links to the shared content. Structure for referencing the content from the HTML content is as follows:../shared/<folder structure inside the zip> Example reference code: <img src='../shared/images/cholecap_logo.jpg> <script src="../shared/js/veeva_javascript_library_v3.2.js" typee="text/javascript"></script> <link href="../shared/css/base.css" rel="stylesheet" type="text/css"> Example zip file for shared resource: shared_resource_cholecap.zip image (folder) js (folder) css (folder) cholecap_logo.jpg veeva_javascript_library_v3.2.js base.css Key Messages that have Is_Shared_Resource = True should not be associated to any CLM Presentation slides. You can find more information about shared resources in the V13 Vault documentation. 64

65 This functionality is available on ipad and Windows 8 platforms. 65

66 Content Creation Guidelines Media Creation Guidelines Veeva CLM has been optimized for electronic detailing with HTML5 media and various other digital assets. With HTML5, media can move and respond to HCP or sales representative interaction, providing the most engaging user experience. The media player also supports images, video, and PDF to give access to existing media libraries. Supported Media File Formats The CRM for ipad and Veeva CLM content viewer has been optimized for electronic detailing with HTML5 media and various other digital assets. The content viewer also supports images, video, and PDF allowing for reuse of existing media libraries. When creating media, it is important to consider both the quantity and image quality of the media to ensure the application responds quickly and the user isn t kept waiting for long periods while media downloads. Larger files are supported, but longer sync times will ensue and there is a risk of poorer performance when displaying the media within the media player. Type Ext Display Additional Guidelines Can be multiple files, of type HTML, CSS, images, video and PDF and can be stored in multiple folders HTML5.html.htm Displayed full screen and in landscape view Media included with the HTML should be referenced using relative paths, like /css/styles.css rather than Any media not referenced in this way will not be available when the rep is out of network coverage Swiping left or right navigates to other pieces of media, but dragging left, right, and taps are allowed for in-page navigation. Overriding the swipe gesture is supported. (See Disable Swipe and Pinch to Exit in the CLM Presentations section for more information.) Video.mp4.m4v.mov.avi Displayed full screen and in landscape view Small videos will stretch to fill the screen Embedded Flash videos are not supported. Large files increase the battery use of the device during syncing: using the highest level of video compression that creates the desired effect is strongly recommended CRM for ipad: Videos must be playable in the ipad video player ( H.264 MPEG4 is recommended The TV and Video section of the ipad Specs page on the Apple website provides more detail: Images.jpg.png Displayed full screen and in landscape view If the resolution of the image is larger than Windows 8 : only displays.mp4 Images should be the smallest resolution and compressed as much as possible without impacting quality. The maximum allowed resolution for images is 2499 x

67 Type Ext Display Additional Guidelines the displays, pinch zooming is allowed PDF.pdf Displayed full screen and in landscape view. Stretched to fill the screen width Scroll vertically Multi-page PDFs are supported For presentations, using HTML5 or images is recommended instead of PDF as those formats can be presented more easily PDF resolution should be 150 dpi with medium quality for image compression Interactive PDFs are not fully supported because of OS limitations. Content Compatibility CRM for ipad vs Win 8 CLM uses open web standards, HTML, CSS, and JavaScript, to create and deploy content because there is a wealth of knowledge in our agencies. Unfortunately, today s web browsers (IE, Chrome, Safari, etc..) are not always consistent or accurate interpreting these open standards. As a result, web content publishers spend significant time testing content and creating workarounds for incompatibilities across the browsers. CLM was introduced only on CRM for ipad so there was only Mobile Safari to support on the ios platform. Agencies were able to take advantage of specific capabilities available on Safari which limited their testing to this browser. As a result, content created for CRM for ipad is not likely to run on CLM for Windows 8 without re-work and testing. Creating New Content To help reduce the amount of re-work, testing, and workarounds, follow the guidelines below when creating new HTML content for CLM: Use web design best practices to create content to work on both CRM for ipad and Windows 8 Build and design content that can be deployed across different screen resolutions - this is the primary challenge between ios and Windows 8 devices two different web browsers (Internet Explorer 11 and Mobile Safari) The primary challenge is the different screen resolutions on ios and Windows 8 devices Be familiar with responsive design best practices. Responsive design is when a website scales in response to the screen size viewing the content Do not use fixed width designs if the goal is to deploy content on both CRM for ipad and Windows 8 devices Migrating Content from CRM for ipad to Windows 8 Existing CLM content re usability varies based on the content type. In general, most HTML content requires re-work to render properly. Many agencies that created CRM for ipad content used a fixed width design that will not scale to the different screen resolutions found on Windows 8 devices. The following is a summary of compatibility by supported content types: HTML - re-work is required if agencies used a fixed width 4:3 aspect ratio or any webkit (Mobile Safari) specific HTML code. Additionally, the legacy CLM API functions will not work on Windows 8. The most current version of the CLM Javascript library, which Veeva provides, works with both CRM for ipad and Windows 8 CLM content. Images - all current CLM image types are supported on Windows 8. Typically, they are created using a 4:3 aspect ratio on CRM for ipad. Windows 8 devices typically use a 16:9 aspect 67

68 ratio. Surface devices use a 3:2 aspect ration. Images in 4:3 aspect ratio display with black bars on the right and left side. No changes required. Videos - All current CLM video types are supported on Windows 8. Typically they are created using a 4:3 aspect ratio on CRM for ipad. Windows 8 devices typically use a 16:9 aspect ratio. Videos in 4:3 aspect ratio will display with black bars on the right and left side. No changes required. PDFs - PDF documents will scroll and zoom in/zoom out similarly to how they do in CRM for ipad. No changes required. Media Size Recommendations While the ipad can hold 16 GB of files or more, downloading that amount of content over 3G/4G (or even WiFi) would take many hours. For the best end user experience, total sync should not take over an hour. In internal testing, over a 3G connection on an ipad 1 (the slowest device/connectivity combination possible), we found that content sync of 360 MB of data took between minutes to download. Data HTML5 Video Images Size / unit 2MB 10 MB 0.25 MB For HTML5 pages, if they are created without using transparent PNG files, the size can often be reduced to 25% of the size from 2 MB to 0.5 MB by using JPG instead of PNG. This also improves the load time of the page, making the transitions between pages more attractive. While it is possible to load much larger files into HTML5, if those files use up all the memory on the device, the application may crash on displaying the content or soon after returning to the rest of the application. During testing, it is important to test displaying and interacting with HTML5 content repeatedly to ensure memory issues will not occur. Memory warnings may appear in the log on the device to identify possible memory issues, although a warning may not always appear and a warning may not always indicate an impending crash. XML parsing within HTML5, complicated JavaScript references, non-default fonts, CSS 3D transformations etc, while all it may be technically possible, haves been known to use up a lot of or sometimes even all the memory. The newer ipad and ipad 2 devices provide slightly more memory, which may allow them to display slightly more complex content. It is important to test thoroughly with the oldest model and lowest OS version combination deployed to the field and to imitate real world situations (other apps running besides Veeva CRM) to ensure compatibility across versions. For images, providing them at a larger resolution allows the sales representative to zoom in on parts of the media, which adds a level of interactivity and appeal to the media. Complex images can be compressed to about 250kb without visibly impacting quality. If images are significantly larger than 100kb, changing the quality settings or using a different tool to create the jpgs can reduce their size. PDFs are best used for long-format media, like reports and articles, as a representative wouldn t typically show every page from a PDF document. For shorter media and presentations, images or HTML5 will provide better navigation experience and more accurate reporting. With Microsoft Powerpoint 2007 or newer, entire presentation can easily be exported to images. When viewing the presentation within Powerpoint, click the office button, then click Save As. Select Other Formats, and from the Save as type dropdown, select jpeg (or png). Powerpoint will display a pop-up ask- 68

69 ing whether to export the current slide or every slide in the presentation. Once the selection is made, the image(s) will be created and ready for use. Total Content Size While the ipad can hold 16 GB of files or more, downloading that amount of content over 3G/4G (or even WiFi) would take many hours. For the best end user experience, sync should not take over an hour. In internal testing, over an excellent 3G connection on an ipad 1, we found 360 MB of data took an average of 20 minutes to download. While there is no technical limitation for larger media libraries, longer sync times and degraded performance of media might offset the advantages of having larger, more complex files. An estimated download time is provided in the tables below using the basic formula of file size / avg. download speed. Data File Size Data Average download Speed 200 MB 500 MB 1GB 512 kbps 53 minutes 2.2 hours 4.6 hours 1Mbps 27 minutes 67 minutes 2.3 hours 5Mbps 5 minutes 13 minutes 27 minutes 10Mbps 3 minutes 7 minutes 14 minutes 20Mbps 1 minute 3 minutes 7 minutes These times represent download time in perfect conditions. However, because many factors affect actual download time, download speeds may vary dramatically. Special care should be taken to determine the download speeds which are actually available to sales reps. Veeva recommends that content sync be performed over a fast WiFi connection. Since the system records detailed statistics about every piece of media shown, unused media should be reviewed regularly and removed to ensure that sales representatives can quickly find the current and most important media and maintain fast download performance. Content Packaging After creating a piece of media, some preparation of that media must be done before it can be loaded into the system. Overall, the process involves creating lower resolution versions of the media, putting all files into a folder, and compressing the folder into a zip file. Each piece of media in the system is encapsulated into a separate zip file before loading. Each piece of media is loaded into the system as a zip file containing the media, thumbnails, and supporting files. Packaging Format for Zip Files Vault uses this packaging format when auto-generating distribution zip files for Multichannel. There is a zip called <filename>.zip. What is in the zip files varies depending on content type. images zips - contain files named image.png and thumb.png html zips - contain index.html and thumb.png 69

70 pdf zips - contain pdf.pdf and thumb.png video zips contain video.mp4, poster.png, and thumb.png Folders should not be inside the zip file. CLM creates a folder called <filename> and unzips the contents of the zip into that folder. Legacy Packaging Zip file requirements: Media Structure: Supporting Files: Examples Each piece of media must be packaged in a zip file Each zip file name in the system must be unique Uploading the same zip file name twice will overwrite the first one The zip file name, excluding the.zip extension is the name of the media in the system The files stored inside the zip file need to be contained in a folder with the same name as the zip file. File names are case sensitive The file to be opened when the rep selects a piece of media needs to have the same name as the zip, except for the extension. For example, inside media1.zip is a folder media1 containing a file media1.jpg Multiple files with this name (but with different extensions) within a zip file are not supported, as the system will not know which one to open Additional files, like images and style sheets, should be included inside the folder or subfolders and referenced using relative paths The thumbnail and full-screen are required for each piece of media A simple example, describing how to package Cholecap1.jpg: 1. Create a folder named Cholecap1. 2. Place Cholecap1.jpg and Cholecap1-thumb.jpg in that folder. 3. Right-click on that folder and select Send to and Compressed (zipped) folder. The resulting zip file will be named Cholecap1.zip 70