Recommended Emails

  • Browser (Lightning)
  • iPad

Recommended Emails allows business admins to publish fully prepared compliant emails for end users to send to targets. Veeva CRM creates drafts or scheduled emails based on campaign records, and recommends them to end users to be modified, rescheduled, or sent as-is to the campaign targets.

The Recommended Emails module can be leveraged in either the native UI or directly integrated with external engines, such as next best action or marketing solutions. The generated emails are presented directly in the end user’s email channel, which replaces the need of Sending an email from a Suggestion.

For example, a new Cholecap study is available. Mark Mitchell, at Verteo Biopharma, prepares an email campaign to share the new information with HCPs. He selects the content, including the new study, and selects targets for the campaign. He publishes the campaign to create pre-composed emails for users to send to the targeted accounts. When Sarah Jones navigates to the Email Tab, she sees the recommended email for Dr. Clinton Ackerman and quickly sends the email as-is.

Permission Sets

Permissions can be applied to a User manually or via profile permissions or permissions sets. Permission sets are available in Approved Email products, making it easier to get started. Two permission sets are included, one for the integration user, and one for the administrator:

  • AE_RECOMMENDED_EMAILS_INTEGRATION_VOD – For integration users
  • AE_RECOMMENDED_EMAILS_BUSINESS_ADMIN_VOD – For business admin users

    For Business Admin users, grant access to the AECampaignEmailPreviewController apex class in addition to applying the permission set.

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 that you want to use.

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

Configuring Recommended Emails

To enable this feature:

  1. Ensure Approved Email is configured.
  2. Enable Campaigns for campaign managers.
  3. Enable the Email Tab for end users.
  4. Grant Integration users the following permissions:
    ObjectOLSRecord TypesFieldsFLS

    Sent_Email_vod

    CRU

    Campaign_vod

    • Campaign_Activity_vod
    • Campaign_Target_vod

    Edit

    Campaign_Execution_ID_vodRead

    Campaign_vod

    CRUD

    n/a

    • Name
    • Description_vod
    • External_ID_vod
    • Start_Date_vod
    • End_Date_vod
    • Product_vod
    • Detail_Group_vod
    • Status_vod
    • Parent_Campaign_vod
    • Country_User_vod
    • Objectives_vod

    Edit

    Campaign_Activity_vodRRecommended_Email_vod
    • Name
    • Campaign_vod
    • Description_vod
    • External_ID_vod
    • Start_Time_vod
    • End_Time_vod
    • Scheduled_Send_Datetime_vod
    • Publish_Date_vod
    • Email_Source_vod
    • Vault_Instance_ID_vod
    • Email_Template_Vault_Doc_ID_vod
    • Email_Fragment_Vault_Doc_IDs_vod
    • Email_Template_vod
    • Email_Fragments_vod

    Multi-product Approved Email Content users require Edit FLS to Product_vod and Detail_Group_vod.

    		Edit

    Campaign_Target_vod

    CRUD

    n/a

    • Name
    • Target_Account_vod
    • Campaign_vod
    • External_ID_vod
    • Target_Owner_User_vod
    • Territory_vod

    Edit

    Campaign_Activity_Target_Execution_vodCRUD

    Recommended_Email_Publishing_vod

    Ensure the Recommended_Email_Publishing_vod record type is Active.

    • Name
    • Campaign_Activity_vod
    • Campaign_Target_vod
    • Sent_Email_vod
    • Outcome_vod
    • VExternal_ID_vod
    		Edit

    Campaign_Job_History_vod

    CRUD

    Recommended_Email_Publishing_vod

    • Name
    • Campaign_vod
    • Campaign_Activity_vod
    • External_ID_vod
    • Failed_vod
    • Successful_vod
    • Total_vod
    • Job_Type_vod
    • Job_ID_vod
    • Job_Start_Time_vod
    • Job_End_Time_vod

    Edit

  5. Grant Business Admin users the following permissions:
    ObjectOLSRecord TypesFieldsFLS

    Sent_Email_vod

    R

    Campaign_vod

    • Campaign_Activity_vod
    • Campaign_Target_vod

    Read

    Campaign_vod

    CRUD

    n/a

    • Name
    • Description_vod
    • External_ID_vod
    • Start_Date_vod
    • End_Date_vod
    • Product_vod
    • Detail_Group_vod
    • Status_vod
    • Parent_Campaign_vod
    • Country_User_vod
    • Objectives_vod

    Edit

    Campaign_Activity_vodCRUDRecommended_Email_vod
    • Name
    • Campaign_vod
    • Description_vod
    • External_ID_vod
    • Start_Time_vod
    • End_Time_vod
    • Scheduled_Send_Datetime_vod
    • Publish_Date_vod
    • Email_Source_vod
    • Vault_Instance_ID_vod
    • Email_Template_Vault_Doc_ID_vod
    • Email_Fragment_Vault_Doc_IDs_vod
    • Email_Template_vod
    • Email_Fragments_vod

    Multi-product Approved Email Content users require Edit FLS to Product_vod and Detail_Group_vod.

    		Edit

    Campaign_Target_vod

    CRUD

    n/a

    • Name
    • Target_Account_vod
    • Campaign_vod
    • External_ID_vod
    • Target_Owner_User_vod
    • Territory_vod

    Edit

    Campaign_Activity_Target_Execution_vodRRecommended_Email_Publishing_vod
    • Name
    • Campaign_Activity_vod
    • Campaign_Target_vod
    • Sent_Email_vod
    • Outcome_vod
    • VExternal_ID_vod
    		Read

    Campaign_Job_History_vod

    R

    Recommended_Email_Publishing_vod

    • Name
    • Campaign_vod
    • Campaign_Activity_vod
    • Failed_vod
    • Successful_vod
    • Total_vod
    • Job_Type_vod
    • Job_ID_vod
    • Job_Start_Time_vod
    • Job_End_Time_vod

    Read

  6. Grant Integration users Read FLS to all fields referenced in tokens within the Approved Email template and fragments, for example, fields on the Account object used to insert the recipient’s name, or on the user object to insert the sender’s name or email address for replies.
  7. Grant Integration users access to the VeevaUserProfileService apex class.
  8. Grant Business Admin users access to the AECampaignEmailPreviewController apex class.
  9. Add the following fields to the Campaign Target page layout. Also add the fields to the Lightning record page to enable the Email Preview tab. If the Lightning record page does not exist, create the Lightning record page.
    • Name
    • Campaign_vod
    • Account
    • Target_Owner_User_vod
    • Territory_vod
  10. Add the following fields to the Campaign Activity page layout and to the Lightning record page.
    • Name
    • Campaign_vod
    • Record Type
    • Publish_Date_vod
    • Email_Source_vod
    • Scheduled_Send_Datetime_vod (optional)
    • Vault_Instance_ID_vod
    • Email_Template_Vault_Doc_ID_vod
    • Email_Fragment_Vault_Doc_IDs_vod
  11. Add the aeCampaignEmailPreview custom Lightning component to the Campaign Activity Lightning record page.
  12. Add the following fields to the Campaign Activity Target Execution page layout and to the Lightning record page.
    • Name
    • Campaign_Activity_vod
    • Campaign_Target_vod
    • Sent_Email_vod
    • Outcome_vod
  13. Activate the Recommended_Email_Publishing_vod record type for Campaign Activity Target Execution and grant integration users access to this record type.
  14. Add the following fields to the Campaign Job History page layout and Lightning record page.
    • Name
    • Campaign_vod
    • Campaign_Activity_vod
    • Failed_vod
    • Successful_vod
    • Total_vod
    • Job_Start_Time_vod
    • Job_End_Time_vod
    • Job_Type_vod
    • Job_Id_vod
  15. Add the Download Log Lightning Action to the Campaign Job History page layout and to the Lightning record page.

Configuring Recommended Emails for Scheduled Emails

  1. For Integration users, enable Consent Capture using the instructions for end users if your organization is using consent capture. A permission set is available to provide the end user permissions.

  2. Grant Integration users Read FLS to Scheduled_Send_Date_Time_vod on the Campaign Activity object.

  3. Grant Business Admin users Edit FLS to Scheduled_Send_Date_Time_vod on the Campaign Activity object.

Organizations can optionally install the Brand Operations App to view information, such as reports and engagement metrics, around Recommended Email campaign activities.

Using Recommended Emails

Recommended emails should only be created for users on the iPad platform as users can only review and send emails on the iPad.

Creating Campaigns

Use campaigns to organize and define Recommended Email activities. For example, create a single campaign called “New Cholecap Study” to group all recommended Cholecap study emails for your targets.

See Veeva CRM Campaigns to create a campaign.

Creating Activities

To create an activity for a Recommended Email campaign:

  1. Select New from the Campaign Activities related list.
  2. Select the Recommended Email record type.
  3. Enter a name for the Campaign Activity, for example, New Cholecap Study.
  4. Enter a Scheduled Send Datetime that is between the campaign activity start and end date to schedule the message, or leave the field blank to create draft emails.
  5. Enter a Publish Date between the campaign activity start and end date. The Approved Email Integration Process creates the Sent Email records on this day.

    The Publish Date should be at least one day before the Scheduled Send Datetime value when publishing scheduled recommended emails.

  6. Enter up to five fields from the Account or Address objects in the Email Source field, to use as sources where the process should look for the recipient’s email address. For more than one address, enter a comma-separated list. For example:

    Account.PersonEmail,Account.Email_2,Address_vod__c.PM_Email

    • If a single value is configured on the Campaign Activity, this field's value is used to determine the email source field
    • If a delimited list is populated, each field is checked sequentially, following the order of configuration

      Example value: Account.PersonEmail,Account.Email_2,Address_vod__c.PM_Email

      In this example, the process checks Account.PersonEmail and finds no value. The process checks Account.Email_2 and finds 'test@email.com', looks no further, and uses this email address as the recipient of the email. (Address_vod__c.PM_Email is not checked.)

    • If email fields are configured from the Address_vod object, the process finds the email as follows:
      • Use the Preferred Address from the Target Owner's TSF record
      • Use the Primary Address (if no TSF Preferred Address exists)
      • Use the First Address (if no Primary exists) that has an email value

  7. Enter a Vault Instance ID. This is the URL of the Vault instance where the email template and email fragments for the Campaign Activity are stored. For example: https://yourvault.veevavault.com

  8. Enter a Template ID using the template's Vault Doc ID. This template is used to render the message.

    For information on creating Approved Email templates and fragments, see Creating Approved Email Content.

    Only templates with the Email_Template_vod record type are supported.

    It is not recommended to configure Scheduled Recommended Emails with an email template that has User Input Tokens. Those are not resolved automatically and require end-user input.

    The following tokens are not supported:

    • {{insertEmailFragments[Minimum,Maximum]}}
    • {{ObjectAPIName.RelationshipName.FieldAPIName}}
  9. Enter any fragments to include in the message, in the Fragment IDs field. For more than one ID, enter a comma-separated list. For example: 5,29,92839
  10. Save the Campaign Activity.

  11. Preview the message to ensure everything looks as expected. If errors display, review the Requirements for Successful Email Publishing.

    The email template preview may render differently from the sent email. We recommend using the email test process to view the final format of the email.

Requirements for Successful Email Publishing

  • Campaign must have a status of Active
  • Campaign Activity must be of type Recommended_Email_vod
  • Campaign Target (Account) must have a Campaign Target Owner (User) assigned
  • Campaign Target (Account) and Campaign Target Owner (User) must have a matching Territory
  • Campaign Target Owner (User) must have access to the Product and Detail Group (if applicable) the Approved Email template is linked to (via MySetup)
  • Email Template and Fragments must exist in CRM and must be in Approved status
  • Campaign Target (Account) must be a person account
  • Campaign Target (Account) must have an email address
  • Campaign Target (Account) must have a valid consent record
  • Email Template product cannot be listed as restricted for the Campaign Target Account
  • If Allowed Products verification is enabled, the Email Template and Email Fragment product(s) are listed as allowed products on the Campaign Target's (Account) TSF record

Adding Campaign Targets

Campaign managers can add targets using the following methods:

  • One at a time through the CRM interface
  • Multiple at a time using the Apply Account List button
  • Multiple at a time using Data Loading

For each target, specify the Account (email recipient), Target Owner User (email sender), and Territory.

Testing Recommended Email Campaigns

After creating a Recommended Email campaign, admins can test the campaign using a test email address. Emails are sent to the test address instead of the HCP email addresses.

To test a Recommended Email campaign, populate the organization-wide or integration user profile’s APPROVED_EMAIL_TEST_ADDRESS_vod Approved Email custom setting with a test email address, for example test@verteo.com. When the Veeva Process Scheduler runs the Approved Email Process, the test address is used in place of all target Account email addresses. The process creates draft or scheduled emails that a test user (target owner) can view on their iPad, and either reschedule them or send them to the test email address.

The integration user's Approved Email Admin setting is not taken into consideration for Recommended Email campaigns.

For more information, see Testing Staged Approved Email Content.

Reviewing and Sending Recommended Emails

End users can access recommended emails from the Email Tab. After reviewing recommended emails, users can send, discard, or reschedule the emails created for the campaign.

When an organization creates a recommended email, that email displays on the Email Tab as a draft or scheduled email in the list of email messages for each campaign target. Draft emails remain in the Drafts tab until the user decides to send, schedule, or delete them; they are not automatically deleted when the campaign ends.

Viewing Publish History

Admins can view the Publishing History from the Approved Email Admin tab and the Campaign Activity record. The Publishing History shows the status of the process and the number of processed campaign activities. Admins can select the number of processed campaign activities to download a CSV file with details for each processed activity.

Campaign Activity Target Executions allow Campaign Managers to see a detailed overview of the publishing outcome. A record is created for each Campaign Target picked up during email publishing and contains a history record for the Sent Email created.

Troubleshooting Errors

Errors that can occur during the publish process are displayed in the logs. Campaign Job Histories store a summary of a recommended email publishing run. The related list can be added to either the Campaign or Campaign Activity page layouts.

To access a log, select a Campaign Job History record from the related list and select the Download Log action.

For example, if a recommended email is created from a Campaign Activity that includes a template that is no longer valid, an error displays in the log. The recommended email cannot be published until the error is resolved.

After any errors are resolved, the next scheduled Integration Process will try publishing the recommended email.

Errors must be resolved within the same day for successful email publishing. The Integration Process will only retry the publishing of recommended emails that have a Publish Date of the current day.