Using Monitored Text to Review Approved Notes Violations

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Monitored Text enables compliance users to use native Salesforce functionality, for example, list views, column sorting, and filtering, quickly locate, view, and resolve the Approved Notes violations they are responsible for. Additionally, if the same user-input text contains multiple violations, all violations are grouped together as Monitored Text records, streamlining the review process while still maintaining compliance.

For example, Larry Lakes is a compliance user in the US responsible for reviewing Kickback violations. Larry selects a custom list view that only displays violations in the US with a Category of Kickback, a Status of Open, and an Assignee of himself. This lets him quickly identify which violations to review.

Considerations

  • This feature will completely replace Reviewer Central in a future release. If Approved Notes was enabled prior to the 21R2.0 release, admins should disable Reviewer Central by removing integration and compliance users’ access to the VeevaReviewerCentral Visualforce page.
  • The Approved Notes Process creates Monitored_Text_vod records that compliance users review and resolve
  • It is recommended that orgs using Approved Notes to monitor Approved Emails enable Previewing Rendered Approved Email Content to enable easier reviewing of text sent in an email
  • Monitored_Text_vod records are not automatically assigned to users. It is recommended customers configure an assignment process to suit their business needs.

Prerequisites

Configuring Monitored Text to Review Violations

To configure this feature:

  1. Grant integration users the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    Monitored_Text_vod

    CRU
    • Flagged_Text_vod
    • Flagged_Phrase_vod
    • Is_Parent_vod
    • Parent_Monitored_Text_vod
    • Salesforce_Id_Link_vod

    Read
    • Assignee_vod
    • Category_vod

    • Country_vod

      This field is required even if the Creating Country-Specific Approved Notes Rules feature is not enabled.

    • External_Id_vod
    • Feedback_vod
    • Flagged_Phrase_vod
    • Job_ID_vod
    • Monitored_Date_vod
    • Monitored_Field_vod
    • Monitored_Object_vod
    • Monitoring_Rule_Name_vod
    • Salesforce_Id_vod
    • Status_vod
    • Text_Created_By_User_vod
    • Text_Last_Modified_by_User_vod
    • Text_Last_Modified_Date_vod
    • Text_Owner_vod
    • Text_vod
    • User_Profile_vod

    Edit

  2. Grant compliance users the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    Monitored_Text_vod

    CRUD
    • Flagged_Text_vod
    • Flagged_Phrase_vod
    • Category_vod

    • Country_vod

      This field is required even if the Creating Country-Specific Approved Notes Rules feature is not enabled.

    • External_Id_vod
    • Flagged_Phrase_vod
    • Is_Parent_vod
    • Job_ID_vod
    • Monitored_Date_vod
    • Monitored_Field_vod
    • Monitored_Object_vod
    • Monitoring_Rule_Name_vod
    • Parent_Monitored_Text_vod
    • Salesforce_Id_Link_vod
    • Salesforce_Id_vod
    • Text_Created_By_User_vod
    • Text_Last_Modified_by_User_vod
    • Text_Last_Modified_Date_vod
    • Text_Owner_vodText_vod
    • User_Profile_vod

    Read
    • Assignee_vod
    • Feedback_vod
    • Status_vod

    Edit
  3. Grant compliance users and integration users the Transfer Record system permission.
  4. Grant integration users access to the Scheduler_Administration_vod Visualforce page.
  5. Grant admins and integration users access to the VeevaOrgConfigurationService Apex class.
  6. Grant compliance users access to the Monitored Text tab.
  7. Navigate to Setup > Notes Settings > Enable Notes.
  8. Select the Enable Notes check box.
  9. Add the Notes related list to the appropriate Monitored_Text_vod page layouts.

Permission Sets

Optionally, this feature can be enabled by assigning the following permission sets to the following users:

  • AN_ADMINISTRATOR_VOD – Assign to admins and integration users
  • AN_COMPLIANCE_USER_VOD – Assign to compliance users

Major versions of Veeva CRM may update these permission sets to include permissions to the newest features. New feature deployment involves change management and training. For that reason, Veeva recommends cloning the Veeva-delivered permission sets and enabling the features you want to use.

Ensure the VeevaUserPermissions Apex Class is installed before continuing with permission sets. See Security in Veeva CRM for more information.

Using the Flagged Phrases List View

To review violations with Monitored Text, navigate to the Flagged Phrases list view of the Monitored Text tab. This list view displays the following columns:

  • Monitored Text – Navigates to the corresponding Monitored_Text_vod record for review. See Submitting Feedback on Monitored Text for more information.
  • Text Last Modified Date – The day and time when the text containing the violation was last modified
  • Status
  • Flagged Phrase – The violation in the text
  • Text – The text entered by the user containing the violation
  • Monitoring Rule Name
  • Category – See Creating Monitoring Rules for the list of potential categories
  • Monitored Object – The object containing the violation, or example, Call2_vod
  • Monitored Field – The field containing the violation, for example, Call_Notes__c
  • Assignee
  • Country – This field populates regardless of if the Creating Country-Specific Approved Notes Rules feature is enabled
  • Last Modified By

Admins can configure SFDC email alerts to notify them of Approved Notes violations.

Resolving Monitored Text Violations

When a compliance user selects a Monitored_Text_vod record from the Flagged Phrases list view, the corresponding Monitored_Text_vod record displays.

The information on this record depends on the record type of the Monitored_Text_vod record, which can be one of the following values:

  • Flagged Phrase
  • Flagged Text – Every Flagged Phrase has a parent Flagged text record. If one user-input field contains violations against multiple phrases, the Flagged Text record serves as a parent for all related Flagged Phrases.

Submitting Feedback on a Flagged Phrase

Flagged Phrase-type Monitored_Text_vod records display the following panels with the following information:

  • Flagged Phrase Details

  • Parent Monitored Text – Links to the corresponding Flagged Text-type Monitored_Text_vod record
  • Flagged Phrase – The phrase that caused the violation
  • Text – The complete text containing the violation
  • Link to Flagged Record – Links to the record containing the violation

  • Monitoring Details

  • Text Last Modified Date
  • Text Last Modified By – Links to the user who last modified the text containing the violation
  • User Profile – The profile of the user who last modified the text containing the violation
  • Job ID – The ID of the Approved Notes Process that created this record
  • Monitored Date – The date the violation was flagged
  • Monitoring Rule Name – Links to the appropriate Monitoring_Rule_vod object
  • Mentioned Object – The object containing the violation, for example, Call2_vod
  • Mentioned Field – The field containing the violation, for example, Call_Notes__c
  • Category – See Creating Monitoring Rules for the list of potential categories
  • Country – This field populates regardless of if the Creating Country-Specific Approved Notes Rules feature is enabled
  • Feedback
  • Status – Editing this field enables compliance users to resolve a violation or flag it for further review
  • Assignee
  • Is this Flagged Phrase a Violation? – Edit this field to provide feedback on if the text was correctly matched by the monitoring rule
  • Notes – Allows users to leave comments about the record

In addition to editing the Status field, compliance users can review and update the status of a Flagged Phrase using the status bar at the top of the page, along with the Mark Status as Complete button.

The status bar and Mark Status as Complete button are only available in Lightning-enabled orgs.

Submitting Feedback on Flagged Text

Flagged Text-type Monitored_Text_vod records display the following panels with the following information:

  • Flagged Text Details
  • Text Last Modified Date
  • Text Last Modified By – Links to the user who last modified the text containing the violation
  • User Profile – The profile of the user who last modified the text containing the violation
  • Job ID – The ID of the Approved Notes Process that created this record
  • Monitored Date – The date the violation was flagged
  • Text – The complete text containing the violations of the child Flagged Phrases
  • Link to Flagged Record
  • Flagged Phrases – The related list of all associated Flagged Phrase-type Monitored_Text_vod records
  • Monitored Text Name – Links to the corresponding Flagged Phrase-type Monitored_Text_vod record
  • Flagged Phrase
  • Status
  • Category – See Creating Monitoring Rules for the list of potential categories
  • Notes – Allows users to leave comments about the record