Veeva CRM Standard Metrics

Veeva CRM has standard metrics for call channel, user type, and user country data. Standardizing a set list of picklist 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 on the Call2_vod object
Country_Code_vod on the User object
User_Type_vod on the User object

The following features are now available:

Selecting a Call Channel - By default, users are required to manually select a call channel for each call report they create
Auto-Populating the Call Channel - Admins can configure the Standard Metrics Call Channel field to auto-populate based on existing custom fields
Restricting Call Channels - Admins can disable unapproved call channels (Email, Chat or Text, Other) from the Standard Metrics Call Channel picklist
Requiring User Type and Country - To provide customers with improved data and insights, better benchmarking ability, and access to downstream innovations, Veeva CRM users are prompted for User Type and Country information when signing in if those values were not data loaded or specified by the org’s admin

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 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 and Requiring User Type and Country 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:

Grant the following permissions:

Object	OLS	Record Types	Fields	FLS
User	n/a	n/a	User_Type_vod Country_Code_vod	Edit
Call2_vod	n/a	n/a	Call_Channel_vod	Edit

Ensure the standard values are active for the User_Type_vod and Country_Code_vod fields.
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:

Grant the following permissions:

Object	OLS	Record Types	Fields	FLS
User	n/a	n/a	User_Type_vod Country_Code_vod	read
Call2_vod	n/a	n/a	Call_Channel_vod	edit

Ensure the standard values are active for the User_Type_vod and Country_Code_vod fields on the User object.
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