- Browser (Lightning)
The Stakeholder Navigator enables users to create and execute a successful account management strategy by illustrating the makeup of an account and highlighting important people related to the account—for example, KOLs or influential HCPs. The Stakeholder Navigator provides a visualization of the general structure and relationship between accounts to help users understand the makeup of an account.
For example, Sarah Jones is a Key Account Manager (KAM) with a new key account to cover. She uses the Stakeholder Navigator to get an idea of who the key stakeholders are within the account, and what relationships they have to other people in the organization, so she can use that information to understand who to target as a part of the account plan.
Configuring Stakeholder Navigator
Ensure initial configuration is complete before enabling this functionality.
To enable Stakeholder Navigator for the CRM Browser platform:
Grant the following permissions to all users:
Object OLS Record Types Fields FLS
- Enable the following Apex Classes:
- Add the Stakeholder_Navigator_vod action to the Salesforce Mobile and Lightning Experience Action section of the appropriate Account or Account_Plan_vod page layouts.
To enable Stakeholder Navigator on iPad:
- Ensure Accounts is configured for all appropriate users.
Grant end users the following permissions:
Object OLS Record Types Fields FLS
To create, edit, or delete affiliations in addition to viewing them, users need CRUD access on the Affiliation_vod object.
Verify that the STAKEHOLDER_NAVIGATOR_ACCT_TYPES Veeva Setting is populated with the following value:
Verify that the STAKEHOLDER_NAVIGATOR_ACCT_PLAN_TYPES Veeva Setting is populated with the following value:
- Populate the following Veeva Messages with the names of the record types where Stakeholder Navigator should display:
- For Account record types - STAKEHOLDER_NAVIGATOR_ACCT_TYPES;;STAKEHOLDER_NAVIGATOR
- For Account Plan record types - STAKEHOLDER_NAVIGATOR_ACCT_PLAN_TYPES;;STAKEHOLDER_NAVIGATOR
Record types in the Veeva Message must be specified by Record Type Name. For multiple record types, use a list delimited by single semicolons. For example:
- Populate the Enable Global Account Search setting in Global Account Search Settings with a value of 1 to allow users to add an out-of-territory account to one of their assigned territories on iPad.
This step is only necessary for iPad users; it is not needed for users on the CRM Browser platform.
To view the Stakeholder Navigator, select the Stakeholder Navigator button on an account or an account plan. The account Stakeholder Navigator is launched from is the root account. If the root account is a parent account, users can expand the hierarchy to display child accounts.
Exploring the Stakeholder Navigator
Using the set of buttons on the left of the Stakeholder Navigator, users can do the following:
- – Find accounts
- – Filter accounts
- – Consult a legend for account and affiliation information
- – Change display settings for Affiliations and Primary HCP Relationships
- – Displays full hierarchy
- – Zoom in
- – Zoom out
Users can also drag the hierarchy on the screen to focus on a particular section.
Loading the Hierarchy
To enhance performance, either one or two levels of the hierarchy load by default on the Stakeholder Navigator. Each level displays the child accounts for a parent account in the hierarchy. For example, if Newton Memorial Health is the root account, or the account from which the Stakeholder Navigator was opened, and has four child accounts, those four accounts are the first level. The child accounts of the first level comprise the second level of accounts.
- For parent accounts with fewer than 500 child accounts, two levels of child accounts load
- For parent accounts with more than 500 child accounts, the first level of child accounts loads. Users can open more levels as needed.
When a user opens the Account slideout for a parent account, if Stakeholder Navigator hasn't loaded the children of that parent account, an orange Child Account tab with a plus sign displays. The user can select this tab to load the children of that parent account. The tab color changes to blue after the child accounts are loaded.
Each account card in the Stakeholder Navigator contains information on child accounts and affiliations.
- Numbers display in the lower right corner of each account card if the account has either child accounts or affiliations. The number beside the arrow icon represents affiliations, and the number beside the person icon represents child accounts.
- A plus button displays on accounts with child accounts (for example, Newton Pediatric Oncology). To view the child accounts, select the plus button. The parent account shifts to the left of other accounts at the same level, to allow room to display the child accounts.
- An arrow icon at the bottom of an account card indicates all data is loaded. Selecting the up arrow collapses the hierarchy, and selecting the down arrow expands it.
- The ellipsis icon indicates more child accounts are available to display for a parent account. The first ten child accounts display initially, and selecting the ellipsis icon loads ten more child accounts at a time.
- If the root account a user is viewing has a parent account, selecting the plus icon above the account displays both the parent and sibling accounts above it in the hierarchy.
- A plus icon at the bottom of an account card indicates data was not yet retrieved from the database. Users can select the icon to load child account data.
Account Slideout Modal
When a user selects an account card in the Stakeholder Navigator, a popup screen displays with three tabs.
- Information - lists account information, for example, email address, phone number, and specialty
- Affiliations - lists all affiliations between the account and other accounts in the Stakeholder Navigator
- Child Accounts - lists all child accounts for the account
The tabs display based on available information. For example, if an account does not have child accounts, the Child Accounts tab does not display.
Both the Affiliations and Child Account tabs allow users to hide or display the affiliated or child account by selecting the eye icon. Users can also highlight the account in the visualization by selecting the Locator icon on the account card:
For example, the Sara Sedgwick-O’donnell account is affiliated with Newton Memorial Health System. Selecting the eye icon hides the affiliated account. Selecting the eye icon again displays the affiliated account.
Finding Accounts in the Stakeholder Navigator
The Find Accounts functionality allows users to find information for accounts loaded into the Stakeholder Navigator and that are not otherwise filtered out. Select the Find Accounts icon on the left side of the Stakeholder Navigator, then enter the desired keywords—for example, enter Clinton to find Clinton Ackerman’s account. Selecting the result displays basic account information along with the show/hide icon and the Locator icon.
Filtering the Stakeholder Navigator
Several filtering options exist on the Stakeholder Navigator. Select the Filter Accounts icon on the left side of the Stakeholder Navigator to display filter options. Users can select check boxes to always display Key Stakeholders and to only show accounts that have affiliations. Accounts can also be refined by specialty or by territory. In the Affiliation Filters section, users can refine affiliations by relationship strength, role, and therapeutic area. Users can also specify that only affiliations with influence should display.
When a filter is applied, all accounts meeting the criteria display along with any accounts that must display for the Stakeholder Navigator to show a link to the root account. For example, if an HCP account meets a user’s filtering criteria but its parent accounts do not, the parent accounts display to show the path from the HCP account to the root account.
If users expand an account by selecting the + icon, and that account only has child accounts that do not meet the filtering criteria, the parent account is removed from Stakeholder Navigator.
Users can select the Toggle Affiliations button from the Settings menu on the left side of the screen to display affiliations as curved lines in the Stakeholder Navigator. The arrow at the end of the line indicates the direction of the affiliation.
Affiliations display based on strength:
- Red - Weak affiliations
- Green - Medium affiliations
- Blue - Strong affiliations
- Gray - Affiliation without strength
A dashed line indicates an affiliation without influence. A solid line indicates an affiliation with influence.
Related out-of-territory accounts display along with users’ accounts in the stakeholder navigator. This enables users to more accurately manage their accounts, and plan account interactions by providing a full view of their accounts’ professional networks.
Configuration is not needed for this feature.
When a user views an account hierarchy in the stakeholder navigator, any out-of-territory accounts in the account hierarchy display. Out-of-territory accounts are displayed with a gray account icon.
Account details and filters display for out-of-territory accounts in the same way they do for in-territory accounts.
All territories related to at least one of the accounts in the selected account hierarchy display in the territory section of the Filter modal, even if the user is not assigned to that territory.
On the iPad platform, out-of-territory accounts display only if they are associated with an in-territory account synced to the iPad.
Only Show Primary HCP Relationships
By default, HCPs only display under their primary parent account, even if they have multiple parent accounts in the selected account hierarchy. To display HCPs accounts under each of their parent accounts, select the Only Show Primary HCP Relationships toggle from the Settings menu on the left side of the screen. When an HCP has multiple parent accounts in the same hierarchy, an icon displays in the upper-left corner of the HCP’s account tile to indicate their account displays multiple times in the current stakeholder navigator view.
For example, if Dr. Ackerman has three parent accounts in the Newton Memorial Hospital hierarchy, his account displays three times in the stakeholder navigator, under each parent account.
Displaying multiple parent accounts is only available for person accounts. It does not apply to business accounts.
When Only Show Primary HCP Relationships not toggled, an account may display multiple times in the stakeholder navigator search results. To differentiate between an HCP’s accounts at different organizations, the parent account displays below the HCP’s name.
To hide duplicate accounts, select the show/hide eye icon.
Adding Out-of-Territory Accounts to User Territories
Select the Add to Territory button to add an out-of-territory account to one of a users’ assigned territories. When users add an account to their territory from the stakeholder navigator, an Account_Territory_Loader_vod record is automatically created with the added territory listed in the Territory_To_Add_vod field.
If the user is only assigned to one territory, a confirmation message displays. Select the Yes option to add the account to the territory.
If the user is assigned to more than one territory, a list of possible territories displays. Select the appropriate territory, then select OK to add the account to the territory.
Users must be assigned to at least one territory to use this functionality. If the user is not assigned to any territories, an error message displays when they select Add to Territory.