Configuring Call Reporting

Initial configuration includes the setup of all default functionality for call reporting. Advanced functionality requires additional configuration.

Configuring Call Reporting for Admins

Grant admins the following permissions:

Object	OLS	Record Types	Fields	FLS
Account	at least R	n/a	n/a	n/a
Call2_vod	CRUD	CallReport_vod Event_vod MeetingBrief_vod MSLMeetingBrief_vod	Add_Detail_vod Add_Key_Message_vod Attendee_Type_vod Call_Channel_vod Call_Type_vod Child_Account_vod Child_Account_Id_vod Detail_Section_Attribute_vod Entity_Reference_Id_vod Last_Device_vod Location_Id_vod Location_Name_vod Submitted_By_Mobile_vod Unlock_vod zvod_Attachments_vod zvod_Business_Account_vod zvod_Detailing_vod zvod_Expenses_vod zvod_Key_Messages_vod zvod_Product_Discussion_vod zvod_More_Actions_vod zvod_Samples_vod zvod_Save_vod zvod_Submit_vod	Edit
			Entity_Display_Name_vod	Read
Call2_Detail_vod	CRUD	n/a	Detail_Group_vod  Detail_Priority_vod Is_Parent_Call_vod Mobile_ID_vod (if using offline platforms) Product_vod Type_vod	Edit
Call2_Discussion_vod	CRUD	CallReport_vod Event_vod MeetingBrief_vod MSLMeetingBrief_vod	Account_vod Attendee_Type_vod Call2_vod Call_Date_vod Entity_Reference_Id_vod Mobile_ID_vod Product_vod User_vod zvod_Product_Map_vod	Edit
			Is_Parent_Call_vod	Read
Call2_Expense_vod	CRUD	n/a	Account_vod Amount_vod Note_vod Type_vod	Edit
Call2_Key_Message_vod	CRUD	n/a	Key_Message_Name_vod Reaction_vod	Edit
			Detail_Group_vod	Read
Key_Message_vod	CRUD	n/a	Product_vod	Edit
			Detail_Group_vod	Read

Configuring Call Reporting for Users

Grant end users the following permissions:

Object	OLS	Record Types	Fields	FLS
Account	CRU	n/a	Account_Identifier_vod Credentials_vod (optional) Do_Not_Call_vod Middle_vod (optional) Preferred_Name_vod (optional) Suffix_vod (optional)	Read
Address_vod	CRU	Rep Maintained	Name Address_Line_2_vod City_vod Primary_vod State_vod Zip_vod	Read
Call_Cycle_Entry_vod	CRUD	n/a	Name Duration_vod	Read
Call2_vod	CRUD	CallReport_vod Event_vod	Add_Detail_vod Add_Key_Message_vod Address_vod Attendee_Type_vod Call_Channel_vod Call_Date_vod Call_Datetime_vod Call_Type_vod Child_Account_vod Child_Account_Id_vod Entity_Reference_Id_vod Last_Device_vod Location_Id_vod Location_Name_vod Location_Text_vod Submitted_By_Mobile_vod Territory_vod zvod_Attachments_vod zvod_Business_Account_vod zvod_Expenses_vod zvod_Key_Messages_vod zvod_Product_Discussion_vod zvod_More_Actions_vod zvod_Samples_vod zvod_Save_vod zvod_Submit_vod	Edit
			Entity_Display_Name_vod zvod_Detailing_vod	Read
Call2_Detail_vod	CRUD	n/a	Detail_Group_vod  Detail_Priority_vod Is_Parent_Call_vod Mobile_ID_vod (if using offline platforms) Product_vod Type_vod	Edit
Call2_Discussion_vod	CRUD	CallReport_vod Event_vod	Account_vod Attendee_Type_vod Call2_vod Call_Date_vod Entity_Reference_Id_vod Mobile_ID_vod Product_vod User_vod zvod_Product_Map_vod	Edit
			Is_Parent_Call_vod	Read
Call2_Expense_vod	CRU	n/a	Account_vod Amount_vod Note_vod Type_vod	Edit
Call2_Key_Message_vod	CRU	n/a	Key_Message_Name_vod Reaction_vod	Edit
			Detail_Group_vod	Read
Key_Message_vod	CRU	n/a	Detail_Group_vod Product_vod	Read
My_Setup_Products_vod	CRUD	n/a	Favorite_vod	Read
TSF_vod	R	n/a	Address_vod	Read
User	n/a	n/a	User_Identifier_vod	Read

General Configuration

1. Set the value of the Call Backdate Limit Veeva setting to the number of days in the past a user cannot save a call before. For example, if the value of the setting is 30, then a user cannot save a call where the date is more than 30 days in the past.
2. Add the following fields to the appropriate Call2_vod page layouts:
   • Call_Channel_vod
   • Call_Datetime_vod
   • Call_Type_vod
   • Territory_vod
   • zvod_Business_Account_vod (enables Call Location)
   • zvod_Detailing_vod
     • Add the --rd section signal to the zvod_Detailing_vod field on the Call2_vod page layout
   • zvod_Expenses_vod
   • zvod_Key_Messages_vod
   • zvod_Product_Discussion_vod
   • zvod_More_Actions_vod
   • zvod_Samples_vod
   • zvod_Save_vod
   • zvod_Submit_vod
3. Add the Reaction_vod field to the appropriate Call2_Key_Message_vod page layouts.
4. Add the Call Attachment section to the appropriate Call2_vod page layouts:
   • Create a new section on the Call2_vod page layout
   • Add the zvod_Attachments_vod field to the new Call Attachment section

     For information on enabling Call Report attachments on mobile devices, see Configuring Documents and Attachments.

     For information on additional image settings for attachments, see Managing Documents & Attachments Offline.

5. Add the Preferred_Account_vod field to the appropriate Territory Field (TSF) page layouts.

6. Ensure the following values are available for the Call_Channel_vod field on each appropriate Call2_vod record type:

   • Face_to_face_vod
   • Video_vod
   • Phone_vod
   • Message_vod
   • Email_vod
   • Other_vod

7. Ensure the Call_Channel_vod field is not marked as read-only on any Call2_vod page layout. If the Call_Channel_vod field is read-only, sync errors may occur when users save calls.

For information on enabling Call Sampling on the call report, see Configuring Call Sampling.

Configuring Call Report Buttons

Users can create a call from multiple buttons. These buttons are provided on the Account, Contact, and Medical Event objects, and can be added to detail layouts to provide specific functionality to users as required. These buttons include:

• Record a Call - The Record a Call button creates a call for the currently active account, contact, or medical event. The default record type of the call depends on the user’s profile and record type settings.

  The criteria for displaying the Record a Call button in offline platforms is based on object permissions and the ALLOWED_CALL_RECORD_TYPES Veeva message.

• Meeting Brief - The Meeting Brief button can be added to an Account Detail page layout to enable users to create specific calls of type Meeting Brief for the currently active account. Meeting Brief call types are used by Managed Markets users to record meetings with payers and by MSLs to follow up on medical inquiries logged by end users. Using the Meeting Brief call type makes it easier for an MSL to initiate a followup visit directly from the medical inquiry, and provides tracking for all visits resulting from the inquiry. The Meeting Brief button is unavailable offline.
• Call Report - The Call Report button creates a call that has a record type of CallReport_vod for the currently active account. This button can be added to an Account Detail page layout to enable users to create calls only of the record type Call Report.

Defining Call Record Types

Call reporting supports multiple record types in order to meet the various business needs of different organizations and user roles. Each call record type can be assigned its own page layout for each user profile. This enables different types of users to capture data relevant to their unique role. Each of the record types and page layouts included in the Veeva CRM application can be configured to further refine the data elements captured during a call. Additionally, new call record types can be created along with corresponding page layouts. The call record type defaults based on the record type assignment for the user's profile.

Record Type	Description
CallReport_vod	Used for Primary Care or Specialty sales representatives to record a call with one or more HCPs, and typically includes product detailing and discussions, Key Messages, as well as samples and promotional items distributed
Event_vod	Used to record a call related to a medical event that typically includes product detailing, discussions, and Key Messages
MSL_Meeting_Brief_vod	Used to record an interaction between an HCP and a Medical Science Liaison that typically includes product detailing, discussions, and Key Messages
Meeting_Brief_vod	Used for a Managed Markets representative to record meetings with payers and typically includes product details and discussions

Defining a Default Call Record Type

Admins can apply a default call record type based on the account record type of the primary account of the call. This default overrides the call record type determined by the user's profile assignment. If a default is not specified, the standard Salesforce.com record type assignment is applied.

To define the default call type by account record type, populate the DEFAULT_CALL_RECORD_TYPE Veeva Message using the following format:

<ACCOUNT_RECORD_TYPE1>,<DEFAULT_CALL_RECORD_TYPE>;;

These are the untranslated labels of the record types. Be sure to enter the appropriate translations.

For example: The following makes calls of type msl_call the default call type when recording a call against accounts of type Hospital_vod

Hospital_vod,msl_call;;

The user must still have access to the call record types specified in the Veeva Setting.

Selecting Record Types for CLM Calls

Users are able to select the appropriate record type for a call created from CLM.

To use this feature, enable the SELECT_CLM_CALL_RECORD_TYPE_vod Multichannel Setting. If the user has the ability to create a call for more than one record type, a pop-up displays when the user creates a call for an account.

If there is only one record type available to the user, it is automatically used. The selector displays when launching media from pages where the call record type cannot be edited before launching media.

Supporting Custom Field Types

Custom fields can be added to the Call2_vod object to better support specific business processes. However, not all field types are supported on the call report page. The following field types are available for all Veeva CRM platforms:

• Check box
• Currency
• Date
• Date/Time
• Email
• Lookup
• Number
• Percent
• Phone (in any combination of alphanumeric characters--no specific format)
• Picklist
• Picklist (Multi-select)

  For Browser users, multi-select picklists do not support default values.
  

• Text
• Text Area
• Long Text Area
• URL

Adding Lookup Fields

Generic lookups to objects can be configured for a call report. To configure a lookup on a call report, create a lookup field on either the Call object or the Call Discussion object to another object. Once the field is created, add the field to the appropriate page layouts. If the lookup object is a child of account or contact, then the lookup data results are filtered based on the accounts or contacts in attendance for the call.

User Lookups

For data capture and reporting needs in CRM implementations where user attendees cannot be added to calls through the attendee search, admins can add a lookup field to the User object. This enables users to indicate other CRM users attended a call. When adding another CRM user to a call via lookup fields, a child call is created for the other CRM user, but the other CRM user is not treated as an actual attendee.

To add a user lookup, create a lookup field to the User object and place it on the applicable call page layout.

Using lookup fields is not the equivalent of the Call User Attendees feature (--su section signal). It is for data capture and reporting purposes only.

Adding Marker Fields

Veeva CRM uses marker fields to position specialized controls on the Call2_vod page layout. These marker fields are replaced with rich controls that permit the entry or selection of data in related objects. The following marker fields can be added to the Call2_vod page layout.

Marker Field Label	Notes and Special Considerations
zvod_Account.Call_Reminder_vod__c	Pulls the value of the Call_Reminder_vod field from the Account object when a call is created.
zvod_Account.Preferred_Name_vod__c	Displays the Preferred Name from the professional account profile.
zvod_Account.Credentials_vod__c	Displays the Credentials from the professional account profile.
zvod_Address_vod__c.Sample_Status_vod__c	Displays the Sample Status for the selected address of the account profile. Renders as an icon.
zvod_Address_vod__c.DEA_Status_vod__c	Displays the DEA Status for the selected address of the account profile. Renders as an icon. If added to the page layout, the icons will be displayed in the Address picklist.
zvod_Call2_vod__c.Entity	Displays the Account, Person Account, Contact or Medical Event entity as a link on the parent call header instead of individual fields in the page layout.
zvod_SaveNew_vod	Saves the call and creates a new call. This is only supported on the Browser platform.
Account Plan	Displays and allows the user to choose which account plan this call is related to.
Account	Displays the account which the call is based on.
Address	Displays the address where the call occurred. Renders as a picklist that lists active addresses. Create privileges to the Address_vod object are required to create a new address from this field.
Call Conflict Status	System field showing the status of the call.
Call Type	System generated value based on the attributes selected in the call.
Unlock	Shows an Unlock button that reverts the status from Submitted to Saved to allow for changes to be made. To unlock calls, users need FLS edit to this field.

Customizing the Attendees Section

In addition to configuring the functionality and layout of the call report, admins can configure the behavior of the attendees section through section signals.

Attendee Section Signals

Use the following section signals to configure the behavior of the attendees control on the call report. Place the appropriate signal at the end of the section header that contains the zvod_Attendees_vod field. The signals themselves will not display in the user interface. If translating the section header text, remember to include the appropriate section signals in the translation.

Section Signal	Description
--atf	Only displays default attendees marked as targets in TSFs
--ns	Suppress selection of a sample recipient for group calls. This must be used in conjunction with the --ns section signal on the section that contains the zvod_Samples_vod field. Using the --ns section signal on the attendees section is not supported for group calls with unique activities.
--ao	Makes attendees optional for group calls, otherwise, attendees are required for save or submit. Only applies to calls against a business account.
--nnc	Suppress the New Contact button. See the section on creating new contacts.
--paa	Displays the Attendees section for calls against person accounts
--su	Includes users when searching for attendees. On the Browser platform, users and accounts display in the same list of search results. Up to 50 accounts and 50 users display in the search results, and a scroll bar displays when there are many results. On iPad, the user toggles between accounts and users and they are queried separately. Ensure end users have FLS edit permission to the User_vod field on the Call2_vod object.

For more information on using section signals, see Section Signals.

Enabling Attendee Specific Fields

The Attendees section can be configured to collect information specific to each attendee on a call using the Attendee Specific Fields feature. When configured, a new section displays for each attendee that is selected.

To enable Attendee Specific Fields:

1. Create a new section on the call report page layout.

   Do not add the --asf section header to the existing Attendees section. Sections with the --asf section signal cannot contain zvod fields of any type.

2. Add the --asf section signal to the section title.

3. Add the appropriate fields to the new section. Any fields added to this section display in a new section specific to each attendee selected on the call.

   The section supports one or two column layouts as well as fields of any data type, except multi-select picklists and “zvod” fields. The --asf section supports call pull-in fields for account and TSF records.

4. Save the changes to the call report page layout.

Filtering Attendee Targets

The Attendees section on the call report can be configured to display just targeted accounts as the default suggested attendees. This feature is useful for calls made against business accounts that have a large number of associated HCPs.

To enable this feature, place the --atf (Attendee Target Filter) section signal in the section that contains the zvod_Attendees_vod field. The default suggested attendees are those where the My_Target_vod field on the TSF_vod object is set to TRUE for the user's territory. The user can still search for additional attendees and add them to the call even if they are not defined as targets.

Considerations

• Do not create roll-up summary fields on the Call2_vod object. Roll-up summary fields are only calculated online and may not work as expected for offline users.
• Do not create custom triggers on the Call2_vod object. Custom triggers are only calculated online, and they may slow down or prevent normal operation by interfering with Veeva's triggers. Using custom triggers in combination with Veeva's triggers is not validated or supported.