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2 Home Page Alerts CSM Overview October 13, 2016

3 CSM Announcements/Activities Tentative V28 Release Dates Full Sandboxes: Friday, November 11 th Production: Friday, December 2 nd Dates for Commercial Vault Releases Friday, December 2 nd VV7 Friday, December 9 th All Pods Upcoming Webinars. Mark Your Calendars! Thursday, November 3 rd BEE Editor. Thursday, November 17 th V28 Highlights and Default On Features Thursday December 15 th Insights into Vinsights Contact us at CustomerSuccess@veeva.com

4 Home Page Alerts

5 Overview of Home Page Alerts Actionable information to help users shape their daily activities Available home page components: My Cycle Plans Multichannel Activity Suggestions Call Objectives Survey Targets (Wins Only) Territory Adds & Drops My Alerts My Tasks Sync Statistics

6 My Cycle Plans

7 My Cycle Plans Overview: The My Cycle Plan component on the Home page displays the user s current and active Cycle Plan Provides a way for users to see their overall progress as soon as they log in without having to go to My Schedule or go online Considerations: This widget is applicable to the original Veeva Cycle Plan functionality

8 My Cycle Plans Tap on the My Cycle Plan section to see the Plan details Tap on the Go to My Plan link to see the online Cycle Pan

9 Multichannel Activity

10 Multichannel Activity Overview Multichannel alerts notify the user when accounts in their territory engage in multichannel activities, such as reading and clicking Approved s or viewing an Engage presentation Allows users to have visibility into the activities HCPs have with their organization outside of their face to face rep channel Considerations Are there custom activities you would like to display for your users? How are you currently loading multichannel activities?

11 Multichannel Activities My Alerts New Approved content is synced Engage Activity New Approved Document New CLM Presentation available Existing presentations updated Custom loaded alerts (optional) s Opened Multichannel Activity Approved bounces A recipient unsubscribes from Approved link clicked, Vault documents viewed and downloaded Custom loaded activities (optional)

12 Multichannel Activity Tap the account name to go to the profile page Tap on the Multichannel Activity section to see record details Tap the down arrow to see details of the activity

13 Suggestions

14 Suggestions Overview Suggestions alerts notify the user when there is a next best action for accounts in their territory Allows users to have visibility into how to engage with their accounts via multiple channels Considerations How will suggestions be generated? Internal data science or partner?

15 Suggestions Suggestion List Accessed from home page widget Categorized by type clicking on the graph displays that type of suggestion on the right Each suggestion can be assigned a score to indicate importance default sort order displays highest scores first

16 Call Objectives

17 Call Objectives Overview Includes a count of all current objectives and passed objectives which have passed their alert threshold. Considerations If enabled, the existing Call Objectives menu item on the left navigation pane no longer displays How far in advance should the user be made aware of upcoming call objectives?

18 Call Objectives Tap on the Call Objectives to see current/passed due Call Objectives User can filter Call Objectives by Record Type Red exclamation point (!) indicates objective is past due Launches call report

19 Survey Targets

20 Survey Targets Overview Users can view a list view of current Survey Targets on their Veeva CRM on the home page Available on Windows Devices

21 Survey Targets (Windows Only) User can tap on the column header for sorting purposes User taps on Survey Targets Tapping on the Survey Target Name will launch the Survey

22 Territory Adds & Drops

23 Territory Adds & Drops Overview Displays the accounts added or removed from the user s local database by comparing the Account Share object on the local database to the Account Share object online upon sync Helps users to quickly see which accounts have been added / removed from their database Red: Accounts Dropped Green: Account Added Grey: After 1 sync, the icons will turn from colored to gray. Territory changes will show on the Home page for 7 days (default) Considerations If users will experience a high number of territory changes during a territory realignment, a communication to end users may be needed For how many days should the highlights be made?

24 Territory Adds & Drops Click on the Territory Adds & Drops section to see the details Tapping on a newly assigned account (green) will take you directly to the account page Tapping on a removed account (red) will only show the record id and account name After 1 sync, the icons will turn from colored to gray. Territory changes will show on the Home page for 7 days

25 My Alerts Company Alerts Content Alerts DCR Alerts

26 My Alerts Overview Alerts can be used to send representative information directly onto their mobile device Three types of My Alerts Company Alerts Content Alerts DCR alerts

27 Company Alerts Overview Displays company-wide or targeted messages to inform user of new sales data, sample transactions, formulary wins or other information Can be sent to all users, a specific profile or a specific user Priority of the messages can be set to indicate urgency Display until they expire or dismissed by the user Sorted by activation date in descending order (newest first) Considerations What is the approval process to have alerts sent to ipad users? Who will create alerts in the system? Who is the alert applicable to (All Users, Specific Profiles, Select Users)?

28 My Alerts Tap on the My Alerts section to see the Alert details

29 My Alerts If you tap on the priority icons, the alerts with that priority will be removed from the view Easy to see where alerts begin & end Urgent Important Normal Link icon indicates you can link to the account or website Tap Dismiss to remove the alert

30 Company Alerts Alert created online by Admin User s Home Page Urgent Important Normal

31 Company Alert Ideas What are Veeva CRM customers doing? Frequently Accessed Links Expense system Travel Website Global Account Search Inform users of medical events created in overlapping territories, as well as attendee alerts Brand Team Blog - the link sends users directly to marketing s newsletters/blog 31

32 Content Alerts Overview If My Alerts are enabled, alerts for Approved and CLM will display in the My Alerts section of the Home page Content Alerts will set to be blue (normal urgency) Approved Alerts include: New Approved content is synced New Approved Document is available CLM Alerts include: Considerations New CLM presentation is available Existing presentations are updated Must have My Alerts enabled How long should the content alerts be available for the end user?

33 Content Alerts on Home Page Tap on the My Alerts section Click the arrow to expand to see slides that were updated This information is pulled from the Description field of the Key Message

34 Content Alerts Tap on the alert to see the updated content Tap Done to go back to the My Alerts page

35 DCR Alerts Overview My Alerts on the Home Page for ipad can also display pending or already processed DCR (Data Change Request) updates after an incremental sync Allows users to quickly see what state their DCRs are in without going online Coming in V25 to Windows Devices Considerations Must have My Alerts enabled Only applicable if you have Veeva DCRs or Network DCRs enabled

36 DCR Alerts Tap on the My Alerts section Tap Show Details to see the DCR details Tap on the Record to bring you to the DCR Record header and lines

37 My Tasks

38 My Tasks Overview My Tasks displays the user s open tasks that have an activity date no greater than 7 days in the future Users can mark the tasks as complete from the Home page Having visibility to these items offline provides a more efficient way to complete and be reminded of open tasks Considerations Tasks must be enabled either on the Home page or through Call Follow Up Activities

39 My Tasks Tap on the My Tasks section to see the Task details Tap on the Subject of a task section to see the Task information

40 My Tasks: Completing a Task Tap on the Complete button to complete the task and then tap Yes on the popup to confirm deletion The task will be removed from the My Tasks list

41 Task Alert Ideas What are Veeva CRM customers doing? Self reminders for the reps Assignment of tasks to other users in the system Sales Reps to MSLs Insides Sales Reps or Customer Service Representatives to Sales Reps Call Clean Up Either Submit or Delete 41

42 Sync Statistics

43 Sync Statistics Overview: Displays the number of pending transactions waiting to be synchronized The number returns to zero after a successful sync Allows users to know if there are pending changes that need to be synchronized Number represents the number of calls, modified records, new records, and deleted records; same as Pending Transaction field in Options > Database

44 Configuration

45 Home Page Alerts Configuration Refer to our online documentation for full configuration steps and updates Grant Read Access to the VMobile_Home_Page_Layout_vod c Object Grant access to the record types that correspond to the supported platforms (e.g., ipad_vod, WindowsModern_vod) Add the desired marker fields to the VMobile Home Page Layout page layout: My Alerts: zvod_alerts_vod My Cycle Plan: zvod_cycle_plan_vod Call Objectives: zvod_call_objectives_vod c My Tasks: zvod_tasks_vod Territory Adds & Drops: zvod_terr_changes_vod Sync Statistics: zvod_sync_stats_vod Survey Targets: zvod_ Surveys_vod Multi-channel Activities: zvod_mc_activity Suggestions: zvod_suggestions_vod Ensure that an active VMOC exists for the VMobile Home Page Layout object: Metadata Only = checked Device_vod field = target platform (e.g., ipad_vod) Active = checked

46 Alerts Link Reference Overview A new field allows for longer Alert Links It is recommended that the Link Reference [text (255)] field is used for most links Configuration Add Link_Reference_Long_vod field [long text (9,000)] to Alerts page layout for admins Add visibility to the field for end users, don t forget to clear the Veeva Cache 46

47 Display Alert Profile Name Overview When creating an alert by profile, a new field called Profile Name can be added to the Alert Profile related list so administrators can easily view which profiles are assigned to the alert Profile name is displayed next to the Profile SFDC ID in the Alert Profile related list Profile Name can also be displayed on the Alert Profile page 47

48 Display Alert Profile Name Business Justification Previously, only the Profile s 18-digit SFDC ID is displayed making it hard to distinguish between the profiles Quick win to enable this feature for admins Configuration Grant admin users FLS edit permission to the Profile_Name_vod field on the Alert_Profile_vod object Add field to the Alert page layout > Alert Profile related list and to the Alert Profile page layout 48

49 Enable Alert Profile Picklist Overview Admins can now use a profile picklist to indicate profile visibility to a home page alert Profile picklist provides a more user friendly way to select rather than typing the profile s 18-digit SFDC ID 49

50 Enable Alert Profile Picklist Business Justification Great time saving feature for admins to grant profile access to home page alerts This was previously labor intensive: admins had to look up the profile, convert the 15-digit SFDC ID to 18-digit, copy the ID, then paste it into the Profile field Configuration Grant the admin profile the following access: Visualforce pages: Alert_Profile_NEW_vod, Alert_Profile_EDIT_vod, Alert_Profile_CLONE_vod, Alert_Profile_VIEW_vod Apex class: Vod_Embed_Controller System permission: View Setup and Configuration FLS Edit to the Profile_Name_vod field on the Alert_Profile_vod object In the Alert_Profile_vod object, override the following buttons with the corresponding Visualforce page: New: Alert_Profile_NEW_vod, Edit: Alert_Profile_EDIT_vod Clone: Alert_Profile_CLONE_vod, View: Alert_Profile_VIEW_vod 50

51 Simplify Alert Profile Dataload Process Overview Dataload admins can now indicate the profile name in the data file when assigning home page alerts to specific profiles The process will locate the profile using the Profile_vod (18-digit ID) field and if not found, it will use the Profile_Name_vod field Business Justification Previously, only the profile s 18-digit SFDC ID is used in the dataload file; this enhancement provides an easier and more efficient way to indicate profile visibility to a home page alert Especially useful when migrating alert records from Sandbox for testing to Production Configuration Grant the dataload user FLS edit permission to the Profile_Name_vod field on the Alert_Profile_vod object 51

52 My Cycle Plans Configuration Confirm user profile has access to Cycle Plans object Grant access to the VMobile_Home_Page_Layout_vod c.zvod_cycle_plan_vod field Add zvod_cycle_plan_vod to the assigned page layout for VMobile_Home_Page_Layout_vod c VMOC: Ensure that an active VMOC exists for Cycle_Plan_vod, Cycle_Plan_Detail_vod, and Cycle_Plan_Target_vod for your device (ipad/ Windows 8) If needed, clone and create new Veeva Messages for the corresponding text labels Search for all Veeva Messages starting with HOME_CYCLE_PLAN (e.g., HOME_CYCLE_PLAN_ACTUAL_TEXT)

53 MultiChannel Activity Configuration Approved and/or Engage must be enabled in the org Grant FLS to VMobile_Home_Page_Layout_vod c.zvod_mc_activity field Add zvod_mc_activity to VMobile Home Page Layout Enter a value in the MULTICHANNEL_ACTIVITY_ALERT_NUM_DAYS Veeva setting to determine the number of days the alert is active (default is 15) If needed, update the title of the Multi-channel component by cloning and updating the MULTICHANNEL_TILE_TITLE Veeva Message VMOC: Ensure that an active VMOC exists for Sent_ _vod, _Activity_vod, Multichannel_Activity_vod, and Multichannel_Activity_Line_vod where Device = ipad_vod

54 Suggestions Configuration Confirm user profile has permissions to Suggestions, Suggestion_feedback, Suggestion_tag Grant access to the VMobile_Home_Page_Layout_vod_c.zvod_suggestions c Add zvod_suggestions_vod c to the assigned page layout for VMobile_Home_Page_Layout_vod c field Activate the VMOC configurations for the Suggestion_vod, Suggestion_tag_vod, Suggestion_Feedback_vod, VMobile_Home_Page_Layout_vod, and Account_Overview_Layout_vod objects

55 Call Objectives Configuration Confirm user profile has permissions to Call Objectives Grant access to the VMobile_Home_Page_Layout_vod_c.zvod_call_objectives_vod c Add zvod_call_objectives_vod c to the assigned page layout for VMobile_Home_Page_Layout_vod c field VMOC: Ensure that an active VMOC exists for Call_Objectives_vod for your device (ipad/ Windows 8) Update the CALL_OBJECTIVES_ALERT_THRESHOLD_DAYS Veeva Setting to determine the number of days before a Call Objective's due date to display an alert to the user In order for the alert to display, the current date must be greater than or equal to both the alert threshold date and the From_Date_vod value for the Call Objective If this value is 0, the alert will display on the day the objective is due. If this value is blank or negative, no alerts will show

56 Survey Targets Configuration Grant access to the VMobile_Home_Page_Layout_vod c.z zvod_surveys_vod field Add the zvod_surveys_vod field to the user s page layout for the VMobile_Homepage_Layout_vod object

57 Territory Adds & Drops Configuration Grant access to the VMobile_Home_Page_Layout_vod c.zvod_terr_changes_vod field Add zvod_terr_changes_vod to the assigned page layout for VMobile_Home_Page_Layout_vod c Update the MSG_HOME_TERR_DELTA_NUM_DAYS Veeva Setting to change the number of calendar days territory changes are visible

58 My Alerts: Company Alerts Company Alerts Configuration Object Access: Admins: Alerts (CRUD), Alerts for Users (CRUD), Alerts for Profiles (CRUD) Users: Alerts (R), Alerts for Users (CRU), Alerts for Profiles (R) The assigned page layout for VMobile_Home_Page_Layout_vod c must have the zvod_alerts_vod field on the page layout Grant access to the VMobile_Home_Page_Layout_vod c.zvod_alerts_vod field VMOC: Ensure that an active VMOC exists for Alert_vod, Alert_Profile_vod, Alert_User_Action_vod for your device (ipad/ Windows 8)

59 My Alerts: Content & DCR Alerts Content Alerts Configuration My Alerts is enabled (see previous slide) Enter a value in the CONTENT_ALERT_MSG_NUM_DAYS Veeva setting to determine the number of calendar days the alert is active (default is 15) VMOC: Ensure that an active VMOC exists for Approved_Document_vod, CLM_Presentation_vod, CLM_Presentation_Slide_vod, and Key_Message_vod and Device = ipad_vod DCR Alerts Configuration My Alerts is enabled (see previous slide) Enter a value greater than 0 in the DCR_ALERT_MSG_NUM_DAYS Veeva Setting to indicate the number of calendar days DCR notifications display in My Alerts Or enter 0 to hide all DCR alerts VMOC: Ensure that an active VMOC exists for Data_Change_Request_vod and Data_Change_Request_Line_vod and Device = ipad_vod

60 My Tasks Configuration Confirm User has access to Tasks object Grant access to the VMobile_Home_Page_Layout_vod c.zvod_tasks_vod field Add zvod_tasks_vod to the assigned page layout for VMobile_Home_Page_Layout_vod c There are two VMOC records for the Task object, however, only one may be active at a time: The Related To Top Level VMOC is used to sync down tasks specifically created as follow up activities for calls The Top Level VMOC will sync down all tasks If your organization utilizes tasks outside the context of calls, disable the VMOC of type Related To Top Level and enable the VMOC of type Top Level to ensure those tasks are synced down to the mobile device

61 Sync Statistics Configuration Grant access to the VMobile_Home_Page_Layout_vod c.zvod_sync_stats_vod field Add zvod_sync_stats_vod field to the assigned page layout for VMobile_Home_Page_Layout_vod c

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63 Q&A From Oct 13, 2016 session

64 Q&A - General Q: Can you turn on/off what widgets you want? A: Yes, you can easily configure what widgets appear on the home page by placing only the widgets you want on the appropriate VMobile Home Page Layout object s page layout. You can also hide widgets for a field team, if that field team has its own user profile; just remove visibility from the zvod marker field corresponding to the widget you want to hide. Q: Can you give examples of widgets which may be useful for Medical Science Liaisons? A: The Multichannel Activity widget is a great example, because it lets MSLs know when doctors open or click through an they sent or when a physician clicks on an Engage Portal presentation. My Alerts automatically lets your MSLs know when new or updated CLM or Approved content is available, or when a submitted data change request has been processed, without making MSLs search to see if the change has been implemented. My Alerts can also be used for custom reminders and links. The Territory Adds & Drops, My Tasks and Sync Statistics widgets are also relevant for MSL teams.

65 Q&A My Alerts Q: How do you create alerts with links? A: There is a Link Reference field on the Alert object where you can enter a link for an alert. If you have an uber-long link (255+ characters), use the Link Reference Long field instead. Q: Can we generate custom alerts? A: Yes, you can create custom alerts in the My Alerts widget. Home office users who have access to the Alerts tab online can define an alert s title, description, priority and custom link. Q: Can alerts be profile or user specific? A: Yes, uncheck the Public flag on an alert and add a row on the Alert Profile related list to make it profile-specific, or in the Alert User Action related list to make it userspecific. You may want to use the data loader if you want to make an alert visible to a lot of users who don t have the same profile. Q: Can My Alerts be configured to specific groups, countries, sales teams, etc.? A: Yes, as long as your groups have their own user profiles, you can create alerts that are not shared. For each alert, add a row on the Alert Profile related list to make it profile-specific. Or you can create user-specific alerts via a data load to send alerts to users across multiple groups. 65

66 Q&A Territory Adds & Drops Q: Is there an indicator on Territory Adds & Drops to show whether an account was added or deleted after it is grayed out? A: Yes, within the Territory Adds & Drops detail page, a red icon means the account was removed after your last sync. A green icon means the account was added after your last sync. Gray icons have a small + or x symbol indicating whether they were added or removed. Also, if you click on an added record you will navigate to the record detail. If you click on a removed record, you will see the account name and salesforce.com ID; which will help you troubleshoot if the account was removed in error. Q: What do gray accounts mean in the Territory Adds & Drops widget? A: A gray record in the Territory Adds & Drops detail page means that the account was added or removed prior to your last sync. In contrast, changes that were downloaded to the ipad on your last sync show in red (for drops) and green (for adds). For example, territory changes applied to the first sync will appear as Green or Red. On the next sync, those that were previously Green or Red will now be Gray. By default, territory adds and drops show on the Home Page for 7 days, but you change this setting in the MSG_HOME_TERR_DELTA_DAYS_vod Veeva Setting

67 Q&A - Other Q: Can we stop showing adds and drops when changing alignment in bulk? A: Thank you for the suggestion! We will provide that feedback to the Veeva CRM product team. Q: How are call objectives assigned? A: Call objectives can be created online or via a data load. They are assigned to users via the Owner field and to accounts via the Account field. Q: Can My Tasks contain an admin-defined task like sample inventory due date? A: While My Tasks can be used for admin tasks, the loading process would require a task to be created for each assigned user, whereas in the Alerts widget it is easy to define and load admin-defined alerts since they can be created at the profile or specific user level. Q: Some of our users see a value greater than zero in the Sync Statistics widget. Is that normal even if they sync multiple times or perform a database refresh? A: There may be a sync error causing this issue. You can run a synchronization tracking report to see if the sync was successful, and create a support ticket to have the issue evaluated. If you need further assistance, please work with your Managed Services Consultant, or open a Veeva Support ticket. 67

68 Next Steps

69 Available Resources Veeva CRM Community Source for Veeva customer ideas, suggestions, and knowledge sharing Veeva Managed Services Contact your Managed Services Consultant for solution design, configuration requests and / or questions Veeva Online Guides Release notes, and Online Admin Guide Customer Success Team Education sessions, best practices: customersuccess@veeva.com

70 Thank You

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