Veeva CRM Standard Metrics

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Veeva CRM has standard metrics for call channel, user type, and user country data. Currently, companies use a wide set of values for these picklists. Standardizing a set list of values allows Veeva to capture better insights through benchmarks built on consistent data across companies. It also allows customers to do the following:

  • Normalize data for comparison across therapeutic areas and orgs within their company for faster insights
  • Enable downstream innovation and CRM functionality, such as integrated HCP scheduling, channel preferences, and country-specific logic through a consistent set of values
  • Gather metrics and set benchmarks

Standard values are set for the following fields:

  • Call_Channel_vod
  • Country_Code_vod
  • User_Type_vod

Based on customer feedback, the following features will soon be available:

  • Auto-Populating the Call Channel - Admins will be able to configure the Standard Metrics Call Channel field to auto-populate based on existing custom fields
  • Restricting Call Channels - Admins will be able to disable unapproved call channels (Email, Chat or Text, Other) from the Standard Metrics Call Channel picklist

Standard Metrics Fields

  • Call_Channel_vod field on the Call2_vod object – standard field on the call report that requires end users to select one of six options to submit a call:
  • In-person – previously Face-to-Face
  • Phone
  • Video
  • Email
  • Chat or Text – previously Message
  • Other

    See Selecting the Call Channel for important information about platforms and configuring the call channel selection.

    Picklist values for the Call Channel picklist value set were updated. Any Veeva values that were removed or modified were restored. The description was also updated.

  • User_Type_vod - field on the User record that indicates the role of the end user. Customers should data load this information with a standard picklist value. See the User Types for CRM Standard Metrics section for more information on user types.
  • Sales
  • Medical
  • Key Account Manager
  • Operations and Admin

  • Country_Code_vod – field on the user record set by the administrator indicating the end user’s primary country of operations. Available picklist values follow the 2-letter ISO code standard. Customers should data load this information.

    Picklist values for the Country Code picklist value set were updated. Any Veeva values that were removed or modified were restored. The description was also updated.

    See Stamping Country Information for Account and User for more information.

All three fields (Call_Channel_vod, User_Type_vod, and Country_Code_vod) are optional in 21R2 (August ‘21) and mandatory in 22R1 (April ’22). The standard Call_Channel_vod and Call_Type_vod fields are not removed. Also, existing custom call channel or call type fields are not removed.

In 22R1, the Call_Channel_vod field is automatically exposed and required on every call report. Each user is prompted once to enter their user type and country of operation if a value was not defined.

Configuring Veeva CRM Standard Metrics

To enable standard metrics for admin users or integration users to data load:

  1. Grant the following permissions:

    Object OLS Record Types Fields FLS

    User

    n/a

    n/a

    • User_Type_vod
    • Country_Code_vod

    Edit

  2. Move the appropriate record type values from the Available Values list to the Selected Values list for the User_Type_vod and Country_Code_vod objects.
  3. Place the User_Type_vod and Country_Code_vod fields on the User object on the appropriate page layouts.

To enable standard metrics for end users:

  1. Grant the following permissions:

    Object OLS Record Types Fields FLS

    User

    n/a

    n/a

    User_Type_vod
    Country_Code_vod

    at least read

    Call2_vod

    n/a n/a

    Call_Channel_vod

    edit

  2. Move the appropriate record type values from the Available Values list to the Selected Values list for the User_Type_vod and Country_Code_vod objects.
  3. Place the User_Type_vod and Country_Code_vod fields on the User object on the appropriate page layouts.

Do not add, delete or modify the Salesforce fields and picklist value sets related to standard metrics. This could result in errors.

User Types for CRM Standard Metrics

Veeva CRM Standard Metrics employs the following user types.

Picklist Value

Category Definition

Examples

Sales

Field-based, hybrid, or virtual users whose primary job function is recording the details of a call intended for promotional purposes. These users target individual prescribers, nurses, administrators, and other clinician customers.

  • sales representatives
  • district sales managers
  • sales support 
  • pharmacy sales representatives

Medical

Field medical, home-office medical, and medically trained professional users (typically with scientific credentials) recording interactions with the sole purpose of scientific engagement and not for promotional measures.

  • medical science liaisons
  • nurse educators

Key Account Manager

Users who record the details of a call with stakeholders in accounts primarily focused on influencing the decision making at the account or institutional level as opposed to an  individual clinician.

  • users aligned to market access
  • large hospital systems
  • wholesalers
  • distributors

Operation & Admin 

Users who manage system configuration or use the system primarily for reporting or administrative purposes.

  • commercial operations CRM administrators
  • commercial IT roles
  • data loading/integration users
  • business insights and analytics