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

Call2_vod

CRUD

  • Call_Report_vod
  • Event_vod
  • Meeting_Brief_vod
  • MSL_Meeting_Brief_vod
  • Child_Account_vod
  • Child_Account_Id_vod
  • Location_Id_vod
  • Location_Name_vod
  • zvod_Business_Account_vod
  • zvod_Detailing_vod 

Edit

Call2_Detail_vod

CRUD 

n/a

Detail_Group_vod 

Edit

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)
  • Middle_vod (optional)
  • Preferred_Name_vod (optional)
  • Suffix_vod (optional)

Read

Address_vod

CRU

Rep Maintained
  • Address_Line_1_vod
  • Address_Line_2_vod
  • City_vod
  • Primary_vod
  • State_vod
  • Zip_vod
Read

Call_Cycle_Entry_vod

CRUD

n/a

NameDuration_vod

Read

Call2_vod

CRUD

  • Call_Report_vod
  • Event_vod
  • Address_vod
  • Call_Channel_vod
  • Call_Date_vod
  • Call_Datetime_vod
  • Child_Account_vod
  • Child_Account_Id_vod
  • Location_Id_vod
  • Location_Name_vod
  • Location_Text_vod
  • zvod_Business_Account_vod
  • zvod_More_Actions_vod

Edit

zvod_Detailing_vod

Read

Call2_Detail_vod

CRUD

n/a

Detail_Group_vod 

Edit

My_Setup_Products_vod

CRUD

n/a

Favorite_vod

Read

TSF_vod

R

n/a

Address_vod

Read

User

CRU

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_Record_Type_vod
    • Territory_vod
    • Reaction_vod
    • zvod_Business_Account_vod
    • zvod_Detailing_vod
    • Add the --rd section signal to the zvod_Detailing_vod field on the Call2_vod page layout
    • zvod_Expenses
    • zvod_Key_Messages_vod
    • zvod_Product_Discussion_vod
    • zvod_More_Actions_vod
    • zvod_Samples_vod
    • zvod_Save
    • zvod_Submit
  3. Add the Call Attachment section to the appropriate Call2_vod page layouts:
  4. Add the Preferred_Account_vod field to the appropriate Territory Field (TSF) page layouts.
  5. Ensure that the appropriate VMobile Object Configuration records exist for the Record a Call and Call Report buttons.

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 Call_Report_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

Call_Report_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)
  • 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 online 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. Online, 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 and Windows, 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.