Adding Call Attendees
- CRM Desktop (Mac (Sandbox Beta),Windows)
The Attendees section allows users to identify which person accounts or users attended a call. In order to accurately record call activities, users need to easily find, add, and remove attendees from the call report.
For example, Sarah Jones wants to add Dr. Laura Hirschfeld to her call report. Sarah searches for Dr. Hirschfeld’s name using the Attendee Search. She locates Dr. Hirschfeld’s name and adds her to the call report.
iPad and iPhone users select accounts using the Improved Account Picker for Call Attendees
Ensure initial configuration is complete to use this functionality.
Selecting a Suggested Attendee
Users are presented with a set of default suggested attendees, based on relationships with the primary account on the call. For group calls, person accounts that are directly related through affiliations, or are children of the primary account in the Account Hierarchy, are presented as default suggestions.
To add an attendee from this list of suggested attendees, select the check box next to the attendee's name. All available attendees can be selected or deselected at once using the Add All and Remove All buttons.
Criteria for Displaying Suggested Attendees
- Group calls - person accounts that are directly related through affiliations, or are children of the primary account in the Account Hierarchy, display as default suggestions
- Individual call - person accounts that are either directly affiliated to the primary account or are siblings to the primary account in the call through the Account Hierarchy display as default suggestions
For example, Dr. Beacher and Dr. Alvarez both display as default suggestions on a group call against Newton Memorial Hospital, since both accounts are children of Newton Memorial Hospital in the Account Hierarchy.
Searching for an Attendee
If a desired account is not listed as a suggested attendee, a user can select the Search button to open a search box. The search box allows the user to search all the person accounts in the user’s local data store (for offline platforms) or all visible accounts (for online platforms). Attendee selection is bound by the rules dictated by the Do_Not_Call_vod field and restricted products on the account.
If the org uses a business professional or child account model and Call Location is enabled, search results only display attendees with the same primary parent account as the account on the call. See Adding the Business Professional Entity Record Type for more information.
When a user searches for an attendee, the Address field defaults to the Preferred Address first, then the Primary Address, then the first address. If the user has visibility to the user identifier and company name, these fields also display in the iPad search.
Searching and Adding Multiple Attendees
The call report workflow allows users to select attendees, then search for additional attendees and add them to a call. Users can add up to 100 attendees to a call. iPad users can use a multi-select tool to search for and add multiple attendees to a call at once.
Consider the following when adding a large number of attendees:
- The more attendees on the call, the longer it takes to save the call
- Sync time-outs may occur when deleting a call with a large number of attendees. To increase time-out periods, edit the Client Sync Timeout Veeva setting (for more on the Client Sync Timeout Veeva setting, see Appendix A).
- SFDC governor limits may be met due to custom triggers configured on the Attendees section
Account and user identifiers are available in the call report to help users quickly find and select the correct attendee when there is a large number of attendees to select from. The account identifier field must be populated on the account or user record in order for the identifier to display on the call report and attendee search.
Account and user identifiers display for the following call types:
- Group Call to Business Account
- Person Account with the --paa section signal
- Event Calls with Attendees
For example, Sarah Jones wants to add Clinton Ackerman as a call attendee. However, there are multiple HCPs with similar names in the hospital system that attendees are drawn from. When account identifier information is available, it displays along with the address for potential attendees, so Sarah is able to quickly select Clinton Ackerman.
When users add account and user attendees to the call, the attendees are divided by type then sorted alphabetically. This provides the user a visual queue when identifying different attendee types.
To provide users with an accurate view of who attended a call, out-of-territory attendees display on the call report for Browser, iPad, and iPhone users. If an attendee is moved out of the user’s territory after being added to the call report, the attendee displays as an out-of-territory attendee.
Additionally, to provide a comprehensive view of child account attendees, all child call data is synced to users’ devices if the parent account on the call report is in a user’s territory.
For example, Newton Memorial Hospital is in Sarah’s territory, but Dr. Ackerman is not. Sarah records a call against Newton Memorial Hospital and adds Dr. Ackerman as an attendee. Dr. Ackerman later moves to another hospital system outside of Sarah’s territory. When Sarah reviews her past calls to Newton Memorial Hospital, Dr. Ackerman is still listed as a call attendee even though he is no longer in Sarah’s territory.
For group calls with unique activities enabled, call owners can select out-of-territory attendees and edit the corresponding child call report. However, if the user viewing the call report is not the call owner, out-of-territory attendees are not selectable.
Users cannot create new expenses or follow-up activities for out-of-territory attendees. If users remove an out-of-territory attendee from the call report, the attendee’s expenses and follow-up activities are not automatically removed.
If there are people in attendance in a group call who are not accounts in the system, Browser users can create new contact records. This enables users to quickly create contacts during calls, which streamlines the call report process and helps users maintain accurate records.
For example, Sarah Jones creates a call for Dr. Ackerman. Marilyn Adams, N.P., is also involved in the call. However, Marilyn Adams is not an account in the system. Sarah selects New Contact to add Marilyn Adams to the call. The system automatically creates a contact record for her.
The contact is created as a child of the primary business account on the call.
The ability to create a new contact can be disabled by adding the --nnc section signal to the Attendee section header on the appropriate page layout.