Sending Auto-Published CLM Content via Web Link or QR Code

  • CRM Desktop (Mac, Windows)
  • iPad
  • iPhone

Users can use social messaging apps to send HCPs links to auto-published CLM content from the media library. Any action the recipient takes on the link is tracked, allowing admins to analyze engagement with specific presentations to improve CLM content. Sending web links allows users to increase communication with HCPs and increase HCP engagement with CLM content.

Web links are only supported for auto-published content, except content auto-published as single slide PowerPoint Presentations. Binders and slides are not supported.

Configuring Sending Links to Auto-Published CLM Content

To allow users to send links to auto-published CLM content:

  1. Grant the CLM integration user the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    CLM_Presentation_vod

    CRU

    n/a

    • Share_as_Engage_Link_vod

    Edit

    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 Types

    Fields

    FLS

    CLM_Presentation_vod

    n/a

    n/a

    • Share_as_Engage_Link_vod

    Edit

    Message_Activity_vod

    CRU

    • Message_Activity_vod
    • Vault_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
    • Vault_Doc_Name_vod
    • Vault_Document_Id_vod
    • Vault_Document_Major_Version_vod
    • Vault_Document_Minor_Version_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
    • Key_Message_vod
    • Engage_Link_vod
    • Message_Config_Values_vod
    • Mobile_ID_vod
    • Product_vod
    • Sent_From_Platform_vod
    • Sent_Via_vod
    • Shortened_Engage_Link_vod
    • To_vod
    • Transaction_Type_vod
    • User_vod
    • VExternal_Id_vod

    Edit

    • Clicked_vod
    • Click_Count_vod
    • Download_Count_vod
    • Downloaded_vod
    • View_Count_vod
    • Viewed_vod

    Read

  3. Grant end users the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    CLM_Presentation_vod

    Read

    n/a

    • Share_as_Engage_Link_vod
    • Vault_DNS_vod
    • Vault_Doc_Id_vod
    • Vault_External_Id_vod
    • Vault_GUID_vod
    • Vault_Last_Modified_Date_Time_vod

    Read

    Key_Message_vod

    n/a

    n/a

    • Vault_DNS_vod
    • Vault_Doc_Id_vod
    • Vault_External_Id_vod
    • Vault_GUID_vod
    • Vault_Last_Modified_Date_Time_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
    • 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

    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 the following fields for all available record types:
    • Sent_Message_vod object
    • Sent_Via_vod
    • Transaction_Type_vod
    • Message_Activity_vod object
    • Activity_vod
  5. Add the zvod_Timeline_Message_vod field to the Account_Overview_Layout_vod object page layouts used by end users. This allows users to view sent message details for an account on the account timeline. See Using the Timeline View for more information about the account timeline.
  6. Add the Share_as_Engage_Link_vod field to the CLM_Presentation_vod object page layout.
  7. Navigate to Engage Settings.
  8. Populate the following Engage Settings appropriately:
    • ENGAGE_LINK_ACCOUNT_SELECTION_vod – Determines if users must select an account before sending a 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 links with accounts. The sharing options for web links display in the order defined in the ENGAGE_LINK_APPS;;EngageLink Veeva Message. Available values are:
    • Messages
    • WhatsApp
    • LINE
    • LINEWORKS
    • EngageConnect
    • EngageChat
    • The Engage tab must be configured
    • CopyURL (includes QR code)
    • LINE WORKS, WhatsApp, CopyURL, and QR code are supported on CRM Desktop (Mac, Windows). Engage Chat and Messages are supported on iPad and iPhone.

      Populate the list using the format App1;;App2. Configuring EngageChat and EngageConnect together is not supported.

  9. Ensure VMOCs are active for the following objects for the appropriate platforms:
    • Sent_Message_vod, with the following where clause:
    • WHERE (Account_vod__r.Name != NULL AND CreatedDate = LAST_N_DAYS:90)
    • Message_Activity_vod
    • Engage_Link_Settings_vod
    • Message_vod, with the following where clause for CRM Desktop (Mac, Windows):
    • WHERE Category_vod__c IN ('RemoteMeeting', 'iPad', 'CONTENT', 'CLM', 'Common', 'EngageLink') AND Language_vod__c IN (@@VOD_USER_LANG_CD@@,'en_US')
    • RecordType

Additionally, to include web links sent via Engage Chat in imported chat logs, ensure Importing Engage Connect Chat Logs into CRM as Call Records or Importing Engage Connect Chat Logs into CRM as Chat Messages is configured, and Web Link for Content is selected for the appropriate integration.

To allow an auto-published CLM presentation to be sent as a link in CRM, Vault content admins must ensure the Publish for Veeva CRM (Web Link) (publish_for_veeva_crm_web_link__v) field is set to Yes on the presentation.

To allow an auto-published CLM presentation to be downloaded, Vault content admins must ensure CRM is added to at least one of the following fields in the External Viewer section of the presentation:

  • Allow PDF Download
  • Allow Source Download

See Vault Help for more information about these fields.

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.

    A phone number must be only digits (no symbols), including the country code, and must not contain any leading zeros, for example, 11234567890.

Sending Links to Auto-Published CLM Content

In the media library, users can send the link for an auto-published presentation from the More Actions button:

  1. Select the More Actions menu above the appropriate presentation thumbnail.
  2. Select Send Presentation to view the available sharing options.

    If the ENGAGE_LINK_ACCOUNT_SELECTION_vod Engage Link Setting is set to 0, users are prompted to select an account before the sharing options display.

  3. Select the appropriate app or sharing option.

    On the CRM Desktop (Mac, Windows) platforms, the LINE WORKS app launches in the default browser.

  4. Select the recipient in the app, if applicable and not already populated. The recipient field is automatically populated if the following are true:
    • The user selected the account before selecting the sharing option
    • For Engage Chat, the selected account must only have one Engage profile you are connected to
    • The selected sharing option is Messages and the SMS_vod field for the account is populated
    • The selected sharing option is WhatsApp and the WhatsApp_vod field for the is populated

    If the recipient is not automatically populated when sending a link via Engage Chat, the Select Connection modal displays. The list of available connections depends on whether you previously selected an account:

    • You already selected an account and the selected account has more than one Engage profile you are connected to. The Select Connection modal displays with the list of available connections for the account.
    • You already selected an account and the selected account does not have any Engage profiles you are connected to. The Select Connection modal displays with a list of all available connections. Selecting a connection automatically links the Engage profile to the account.
    • You did not select an account, so the Select Connection modal displays with a list of all available connections
  5. Select Send. For Engage Chat, you can preview the message before sending.

In addition to the More Actions menu, users can send web links via Engage Chat directly in a chat thread in the Engage tab. To send a web link in a chat thread:

  1. Navigate to the appropriate chat thread in the Engage tab.

  2. Select the media button in the action bar.
  3. Select the appropriate account using the account search.

    If the ENGAGE_LINK_ACCOUNT_SELECTION_vod Engage Link Setting is set to 1, account selection is skipped.

  4. Select the appropriate presentation from the media library.
  5. Select Send.

Web links never expire. If the content for a link expires after the link is generated, selecting the link displays an error message. If users attempt to send a link to expired content, the link is not generated and an error message displays.

Once a link is sent, a Sent_Message_vod record is automatically created with the following fields populated:

If the full URL for an auto-published presentation is sent instead of the shortened URL, the reason is stamped in the Details_vod field on the Sent_Message_vod record.

Field

Value

Record Type

Content_vod

Account

Lookup to the account, if selected

User

Lookup to the user who sent the link

CLM Presentation

Lookup to the CLM_Presentation_vod record

Shortened Engage Link

The shortened version of the Engage Link

Capture Datetime

The datetime at which the sharing option was selected

To

The phone number or ID of the app to which the link was sent (populated only if a number or ID was available when the Send Presentation button was selected)

Sent from Platform

The platform from which the link was sent

Sent Via

The app/sharing option used to send the link

Transaction Type

  • Custom_Content_vod
  • Vault_Content_vod

Call

Lookup to the appropriate Call2_vod record, if the link was launched from a call and an attendee account was selected

Product

The product on the CLM_Presentation_vod record

Detail Group

The detail group on the CLM_Presentation_vod record

Mobile Id

System-generated Id

VExternal Id

The unique identifier of the shortened URL

Users can view the sent message details, including the tracked activities of the sent message, for an account on the account timeline. Select View More to display the Sent_Message_vod record detail.

Each time auto-published CLM content is accessed from its shortened URL or is viewed or downloaded from the Vault Viewer, a Message_Activity_vod record is created with the following fields populated:

Some social messaging apps generate previews of sent links. The preview is generated by accessing the shortened link, which creates a Message_Activity_vod record. Veeva CRM cannot prevent link previews from being generated.

Field

Value

Record Type

Vault_Activity_vod

Activity

Viewed, Downloaded

Activity Datetime

The datetime at which the activity occurred

IP Address

The IP address of the server/device which accessed the URL

User Agent

The User Agent details returned from the IP address

Client Name

The name of the client software

Client OS

The name of the OS family running the client software

Client Type

The type of software used to access the URL

Client Device

The type of device used to access the URL

Document Name

The name of the viewed or downloaded document in Vault

Document Title

The title of the viewed or downloaded document in Vault

Document Id

The Vault identifier of the viewed or the downloaded document

Document Number

The document number of the viewed or downloaded document in Vault

Vault Domain

The domain of the source Vault

Document Major Version

The major version of the Vault document that was viewed or downloaded

Document Minor Version

The minor version of the Vault document that was viewed or downloaded

Web links sent via Engage Chat are tracked in the Engage Connect reports and can be forwarded. See Engage Connect Reports and Copying and Forwarding Chat Messages in Engage Connect for more information.

Considerations

Related Topics