Viewing Remote CLM

  • iPad

Remote CLM allows HCPs to view CLM content on their own devices during calls without being in Engage, including face-to-face meetings and phone calls. Link details are shared with the HCPs using social messaging apps, verbally, or with a QR code. Selecting the link allows the HCP to view the CLM content in their browser without installing an app.

CLM content for remote CLM respects the restricted calls, restricted products, allowed products, and segmentations for the attendee account, but does not respect any disabled touch gestures defined on associated Key_Message_vod records.

For example, Sarah Jones is on the phone with Dr. Ackerman and wants to share information about the efficacy of Cholecap with him. She creates a remote CLM link on her iPad and shares the details with Dr. Ackerman using iMessage. Dr. Ackerman selects the link, launching the browser on his phone that displays the content player. Sarah navigates through her presentation on her iPad while Dr. Ackerman views the same content on his phone. When she is finished, Sarah associates the information from viewing the CLM content, including the CLM activity, to a call report for Dr. Ackerman.

Configuring Remote CLM

To allow end users to create a remote CLM link:

  1. Grant the CLM integration user the following permissions:

    Object

    OLS

    Record Type Access

    Fields

    FLS

    CLM_Presentation_vodn/an/aAllow_Remote_CLM_vodEdit

    Message_Activity_vod

    CRU

    Vault_Activity_vod

    • Sent_Message_vod
    • Vault_Document_Id_vod
    • Vault_Document_Major_Version_vod
    • Vault_Document_Minor_Version_vod
    • Vault_Doc_Name_vod
    • Vault_Document_Number_vod
    • Vault_Document_Title_vod
    • Vault_Domain_vod

    Edit

    Sent_Message_vod

     

    CRU

     

    Content_vod

     

    • Account_vod
    • Call_vod
    • Capture_Datetime_vod
    • Clm_Presentation_vod
    • Detail_Group_vod
    • Details_vod
    • Engage_Link_vod
    • Key_Message_vod
    • Message_Config_Values_vod
    • Mobile_ID_vod
    • Opened_vod
    • Product_vod
    • Sent_Datetime_vod
    • Sent_From_Platform_vod
    • Sent_Phrase_vod
    • Sent_Via_vod
    • Shortened_Engage_Link_vod
    • To_vod
    • Transaction_Type_vod
    • User_vod
    • VExternal_Id_vod

    Edit

    • Clicked_vod
    • Click_Count_vod
    • Downloaded_vod
    • Download_Count_vod
    • Viewed_vod
    • View_Count_vod
    Read
  2. Grant the Engage post-processing integration user the following permissions:

    Object

    OLS

    Record Type Access

    Fields

    FLS

    Message_Activity_vod

    CRU

    Message_Activity_vod
    • Activity_vod
    • Activity_Datetime_vod
    • Client_Device_vod
    • Client_Name_vod
    • Client_OS_vod
    • Client_Type_vod
    • IP_Address_vod
    • Sent_Message_vod
    • User_Agent_vod

    Edit

    Sent_Message_vod

    CRU

    Content_vod

    • Account_vod
    • Call_vod
    • Capture_Datetime_vod
    • Clm_Presentation_vod
    • Detail_Group_vod
    • Details_vod
    • Engage_Link_vod
    • Key_Message_vod
    • Message_Config_Values_vod
    • Mobile_ID_vod
    • Opened_vod
    • Product_vod
    • Sent_Datetime_vod
    • Sent_From_Platform_vod
    • Sent_Phrase_vod
    • Sent_Via_vod
    • Shortened_Engage_Link_vod
    • To_vod
    • Transaction_Type_vod
    • User_vod
    • VExternal_Id_vod

    Edit

    • Clicked_vod
    • Click_Count_vod
    • Downloaded_vod
    • Download_Count_vod
    • Viewed_vod
    • View_Count_vod
    Read
  3. Grant end users the following permissions:

    Object

    OLS

    Record Type Access

    Fields

    FLS

    Call2_vod

    n/a

    n/a

    • Remote_CLM_ID_vod
    • Remote_CLM_Participant_URL_vod
    • Remote_CLM_Presenter_URL_vod
    • Remote_CLM_UUID_vod

    Edit

    Call2_Key_Message_vod

    n/a

    n/a

    Share_Channel_vod

    Edit

    CLM_Presentation_vod

    n/a

    n/a

    Allow_Remote_CLM_vod

    Read

    Message_Activity_vod

    R

    n/a
    • Activity_vod
    • Activity_Datetime_vod
    • Client_Device_vod
    • Client_Name_vod
    • Client_OS_vod
    • Client_Type_vod
    • IP_Address_vod
    • Sent_Message_vod
    • User_Agent_vod

    Read

    Sent_Message_vod

    CRU

    Content_vod

    • Account_vod
    • Call_vod
    • Capture_Datetime_vod
    • Clm_Presentation_vod
    • Detail_Group_vod
    • Details_vod
    • Engage_Link_vod
    • Key_Message_vod
    • Message_Config_Values_vod
    • Mobile_ID_vod
    • Opened_vod
    • Product_vod
    • Sent_Datetime_vod
    • Sent_From_Platform_vod
    • Sent_Phrase_vod
    • Sent_Via_vod
    • Shortened_Engage_Link_vod
    • Status_vod
    • To_vod
    • Transaction_Type_vod
    • User_vod
    • VExternal_Id_vod

    Edit

    • Clicked_vod
    • Click_Count_vod
    • Downloaded_vod
    • Download_Count_vod
    • Viewed_vod
    • View_Count_vod
    Read
  4. Enable all the picklist values for following fields on the Sent_Message_vod object for all available record types:
    • Sent_Via_vod
    • Transaction_Type_vod
  5. Navigate to Setup > Custom Code > Custom Settings > Engage Link Settings.
  6. Select New.
  7. Populate the following Engage Link Settings appropriately:
    • ENGAGE_LINK_ACCOUNT_SELECTION_vod – Determines if users must select an account before sending a web link. Populate with one of the following values:
    • 0 – Users are required to select an account. This is the default value.
    • 1 – Users cannot select an account. After selecting a sharing option, users can select the recipient if not already populated.
    • ENGAGE_LINK_APPS_vod – References the ENGAGE_LINK_APPS;;EngageLink Veeva Message. Edit the list in the Veeva Message to control the number and order of sharing options available for users to send website links with accounts. Available values are:
    • Messages
    • WhatsApp
    • Line
    • EngageConnect
    • CopyURL (includes QR code)

    Populate the list using the format App1;;App2.

  8. Ensure the appropriate VMOCs are active for the following objects:
    • Sent_Message_vod, with the following where clause:
    • WHERE (Account_vod__r.Name != NULL AND CreatedDate = LAST_N_DAYS:90)
    • Multichannel_Activity_vod
    • Engage_Link_Settings_vod

To test Remote CLM functionality in a sandbox CRM org, admins must also connect the sandbox org to the Engage sandbox.

Enabling Remote CLM Content in Vault

To allow a CLM presentation synced from Vault to be shared via remote CLM, content admins in Vault must ensure the Publish to CRM (Remote CLM) (publish_for_veeva_crm_remote_clm__v) field is selected on the presentation. This field maps to the Allow_Remote_CLM_vod field on the CLM_Presentation_vod object in CRM, which determines whether the button to start remote CLM for the presentation displays to users. Content admins must republish existing auto-published content by deselecting the Publish to Veeva CRM (CLM) field, saving, then selecting it again.

In CRM, the CLM integration user must update the field mapping between Vault and CRM in the CLM Admin Console. See Mapping Fields from Vault for more information.

Remote CLM Content Guidelines

Only content published from Vault is supported, including auto-published content, binders and slides, and content created via Create Presentation. The following content packaging formats are supported:

The following content packaging formats are not supported:

  • PowerPoint
  • AR
  • PDF, including PDF files and PDF slides in presentations
  • Shared resources

External links in HTML content are not supported. When a user selects an external link and launches the browser, the browser window is not displayed to the attendee.

Defining SMS and WhatsApp Phone Numbers

Admins can define the SMS and WhatsApp phone numbers for an account. This automatically populates the recipient phone number when users send links to the account using Messages and WhatsApp.

  1. Grant end users FLS read permission to the following fields on the Account object:
    • SMS_vod
    • WhatsApp_vod
    • Since WhatsApp does not have an iPad app, WhatsApp Web launches in the browser on the iPad platform. Veeva does not control the behavior of WhatsApp Web.

  2. Navigate to the appropriate Account record.
  3. Select Edit.
  4. Populate the SMS_vod or WhatsApp_vod fields.
  5. A phone number must be only digits (no symbols), including the country code, and must not contain any leading zeros, for example, 11234567890.

Starting Remote CLM

Users can start remote CLM for a presentation from the More Actions button in the following entry points:

  • Presentation thumbnail in the media library
  • Presentation slide library
  • Specific slide in a presentation
  • Presentation displayed in standard search results. Advanced text search is not supported.

Users must have an active internet connection to start remote CLM.

To start and share remote CLM content:

  1. Select the More Actions button.

  2. Select Share Presentation. This button only displays if the Allow_Remote_CLM_vod field on the CLM_Presentation_vod record is selected.
  3. Select the appropriate attendee account, if applicable. This is controlled by the ENGAGE_LINK_ACCOUNT_SELECTION_vod Engage Link Setting.

  4. Select the appropriate sharing option or verbally share the link details, including the ID, with the attendee to allow them to start viewing the CLM presentation.

    The user can only share the link details with one attendee at a time.

Users cannot start remote CLM during an Engage meeting.

Sharing begins once the first slide loads and pauses when the user views the slide library for the presentation.

When sharing a video slide, users must select the pop-up message to play the video.

To share the link details while sharing content, select the More Actions button in the media player or the slide sorter and select Share Presentation.

Select the Attendees button in the meeting ribbon to view the attendees, including the user.

A notification displays when the attendee joins or leaves remote CLM.

To switch presentations during remote CLM:

  1. Select the slide sorter button.
  2. Select Find Presentation to display the media library.
  3. Find or search for the appropriate presentation.
  4. Select the presentation to share.

Ending Remote CLM

Users can stop sharing CLM content by selecting the End button in the meeting ribbon, then selecting End in the confirmation popup, or by selecting Done in the More Actions menu.

Remote CLM automatically ends if there is no user interaction with the device screen for 5 minutes. A confirmation popup to stop displaying content displays and users have 60 seconds to be active again before it ends.

Ending remote CLM does not expire the link, which means users can share CLM content with the HCP again with the same link details. Users must launch the media library from the call report associated with the previous remote CLM activity, then start remote CLM for the appropriate presentation. The link expires two hours after the most recently ended remote CLM activity.

Users are prompted to select an account with which to associate the tracked remote CLM activity if one was not selected before sharing the presentation.

After creating a call and confirming the end of remote CLM, the CLM Details section of the call report displays, allowing users to review the activity. The Share_Channel_vod field for each tracked call key message is stamped with Remote_CLM_vod.

Tracking Remote CLM

When a user selects a sharing option to send remote CLM details with an attendee, a Sent_Message_vod record is created and stamped with the following information:

Field

Value

Record Type

Content_vod

Account

Lookup to the attendee account

User

Lookup to the user who sent the session details

Engage Link

Participant URL. If there is a Call2_vod record associated with the session, this link is also stamped in the Remote_CLM_Participant_URL_vod field on the record.

Shortened Engage Link

The shortened Participant URL

Capture Datetime

Datetime at which the user selected the sharing option

Sent from Platform

iPad_CRM_vod

Shared Via

The app used to send the session details:

WhatsApp_vodLine_vodMessages_vodCopy_URL_vod (includes QR code)

Transaction Type

Remote_CLM_Link_vod

Call

The associated Call2_vod record

Mobile Id

System-generated Id

VExternal Id

The unique identifier of the shortened Participant URL