Sharing CLM Content via Web Link or QR Code

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

Users can use social messaging apps to share links for CLM content published in Vault, including auto-published content, binders and slides, and custom presentations. Content accessed from a web link displays in the HCP Content Player. Any action the recipient takes on the link is tracked, allowing admins to analyze engagement with specific presentations to improve CLM content.

Admins can also expire links after they are sent to encourage HCPs to contact users for updated links. 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.

Web links are not supported for content auto-published as single slide PowerPoint Presentations. Additionally, content uploaded to CRM via FTP and content using Shared Resources are not supported.

Configuring Sharing Links for CLM Content

To allow users to share links for CLM content:

1. Grant the CLM integration user the following permissions:

   Object	OLS	Record Types	Fields	FLS
   CLM_Presentation_vod	CRU	n/a	Language_vod Share_as_Engage_Link_vod	Edit
   Message_Activity_vod	CRU	Message_Activity_vod Vault_Activity_vod Veeva_Content_Player_Activity_vod	CLM_Presentation_vod Detail_Group_vod Duration_vod Key_Message_vod Media_Type_vod Page_Number_vod Product_vod Sent_Message_vod Session_Id_vod Slide_Number_vod Slide_Version_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 Video_Last_Viewed_Time_vod Video_Length_vod Video_Start_Time_vod Video_Total_Time_Spent_vod View_Order_vod	Edit
   Sent_Message_vod	CRU	Content_vod	Account_vod Call_vod Capture_Datetime_vod CLM_Presentation_Name_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	Language_vod 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 CLM_Presentation_vod Detail_Group_vod Device_Type_vod Duration_vod IP_Address_vod Key_Message_vod Media_Type_vod Page_Number_vod Product_vod Sent_Message_vod Session_Id_vod Slide_Number_vod Slide_Version_vod User_Agent_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 Video_Last_Viewed_Time_vod Video_Length_vod Video_Start_Time_vod Video_Total_Time_Spent_vod View_Order_vod	Edit
   Sent_Message_vod	CRU	Content_vod	Account_vod Call_vod Capture_Datetime_vod CLM_Presentation_Name_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
   			Description_vod Keywords_vod Language_vod	Edit
   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 CLM_Presentation_vod Detail_Group_vod Duration_vod IP_Address_vod Key_Message_vod Media_Type_vod Page_Number_vod Product_vod Sent_Message_vod Session_Id_vod Slide_Number_vod Slide_Version_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 Video_Last_Viewed_Time_vod Video_Length_vod Video_Start_Time_vod Video_Total_Time_Spent_vod View_Order_vod	Read
   Sent_Message_vod	CRU	Content_vod	Account_vod Call_vod Capture_Datetime_vod CLM_Presentation_Name_vod Clm_Presentation_vod Detail_Group_vod Details_vod Engage_Link_vod Engage_Profile_External_Id_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
   • Copy_URL_vod
   • Engage_Chat_vod
   • Engage_Connect_vod
   • Line_vod
   • Line_Works_vod
   • Messages_vod
   • QR_Code_vod
   • WhatsApp_vod
   • Transaction_Type_vod
   • Custom_Content_vod
   • Engage_Connection_Invite_vod
   • MS_Teams_Join_URL_vod
   • Remote_CLM_Link_vod
   • Vault_Content_vod
   • Website_Content_vod
   • Message_Activity_vod object
   • Activity_vod
   • Clicked_vod
   • Downloaded_vod
   • Viewed_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. Different options are available on different platforms:

     Sharing Option	Supported Platforms
     Messages	iPad iPhone
     WhatsApp	CRM Desktop (Mac, Windows) iPad iPhone
     LINE	iPad iPhone
     LINEWORKS	CRM Desktop (Mac, Windows) The LINEWORKS app launches in the default browser.
     EngageConnect EngageConnect cannot be configured with EngageChat.	iPad iPhone
     EngageChat EngageChat cannot be configured with EngageConnect. Additionally, the Engage tab must be configured to use Engage Chat.	iPad iPhone
     CopyURL This includes QR code.	CRM Desktop (Mac, Windows) iPad iPhone

   Populate the list using the format App1;;App2.

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.

Configuring Web Links for Custom Presentations

To enable users to send web links for custom presentations:

1. Ensure custom presentations are configured.
2. Navigate to Custom Settings > Engage Settings.
3. Select the Allow_Sending_Of_Custom_Presentation_vod check box.
4. Activate the Transactional_vod picklist value for the Type_vod field on the CLM_Presentation_vod object.
5. Activate the Custom_Content_vod picklist value for the Transaction_Type_vod field on the Sent_Message_vod object.

Configuring Presentation Display Names

To allow admins to define display names for presentations in CRM, grant the following permissions:

1. Grant admin users FLS Edit permission to the External_Display_Name_vod field on the CLM_Presentation_vod object.
2. Grant the CLM integration user FLS Read permission to the External_Display_Name_vod field on the CLM_Presentation_vod object.

Configuring Link Expiration

To enable link expiration, grant the Engage post-processing integration user FLS read permission to the Expire_Link_vod field on the Sent_Message_vod object. Configuring link expiration is optional.

Allowing CLM Content to Be Sent as Web Links

To allow an auto-published CLM presentation or a binder and slide 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 or binder.

Managing Presentation Display Names

Admins can define display names for each presentation in CRM. Display names display for web link previews and in the HCP Content Player. This ensures the correct names display to HCPs when viewing content from a web link.

Admins populate the External_Display_Name_vod field on the appropriate CLM_Presentation_vod records with the appropriate presentation names.

The External_Display_Name_vod field is not mapped to a field in Vault and must be manually populated in CRM.

When users send to a web link, the link preview is generated with the display name.

When HCPs access the link and view the content in the HCP Content Player, the display name displays at the top of the browser window.

Expiring Web Links

Customers can configure processes or workflows to automatically expire links after a certain amount of time after the links are sent. This encourages HCPs to contact users for updated links, leading to more interaction between users and HCPs.

To expire a web link:

1. Navigate to the appropriate Sent_Message_vod record.
2. Select Edit.
3. Select the Expire Link check box.
4. Select Save.

The link is immediately expired. This does not expire the content itself.

If link expiration is not configured, web links never expire.

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.

Sharing Web Links for CLM Content

When users share a web link for a presentation, the message is always formatted in the following order:

• Message template, if configured and selected
• Web link, formatted as a linked thumbnail image when sharing via Engage chat or plain text when sharing via third-party messaging app

  

In the media library, users can share the link for a presentation from the More Actions button:

1. Select the More Actions menu above the appropriate presentation thumbnail.
   
2. Select Share 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. Allowed products, restricted products, and segmentations are respected for selected accounts. If the setting is set to 1, users are never prompted to select an account.

   

3. Select the appropriate app or sharing option.

   If users select Engage Chat, the following steps are different. See Sharing Web Links via Engage Chat for more information.

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
   • 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
5. Select Send.

Every time a user shares a web link for a custom presentation, the CLM_Presentation_vod record for the custom presentation is cloned, with the Type_vod field set to Transactional_vod. This ensures a copy of the custom presentation shared with the HCP at the time is saved in Veeva CRM, so updates to the custom presentation do not affect the content displayed to the HCP when they access the link.

Sharing Web Links via Engage Chat

1. Select the More Actions menu above the appropriate presentation thumbnail.
   
2. Select Share 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. Allowed products, restricted products, and segmentations are respected for selected accounts. If the setting is set to 1, users are never prompted to select an account.

   

3. Select Engage Chat.
4. Select the recipient in the app, if applicable and not already populated. The recipient field is automatically populated if the selected account only has one Engage profile you are connected to.

   If the recipient is not automatically populated, 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. Preview the message before sending.
6. Select Send.

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

Tracking CLM Content Web Links

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 CLM content is accessed from its shortened URL, 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	Message_Activity_vod
Activity	Clicked_vod
Activity Datetime	The datetime at which the click 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 Type	The type of device used to access the URL

Additionally, a Message_Activity_vod record is created for each slide or PDF page viewed for more than two seconds with the following fields populated:

Field	Value
Record Type	Veeva_Content_Player_Activity_vod
Key Message	The Key_Message_vod record for the viewed slide
Activity	Viewed_vod
Activity Datetime	The datetime at which the slide was viewed
CLM Presentation	The CLM_Presentation_vod record for which the web link was sent
Media Type	The media type of the slide. Available values include: HTML Image Video PDF
Session ID	Unique ID for each session. A session begins when the HCP Content Player loads and ends when the player is closed or times out. A session times out after five minutes of inactivity.
View Order	The order in which the slide was viewed during the session
Duration	The total time spent on the slide, in seconds
Detail Group	The detail group of the Key_Message_vod record
Product	The product of the Key_Message_vod record
Video Last Viewed Time	The timestamp of the furthest viewed frame in the video
Video Total Time Spent	The total time the video was played during the session, in seconds
Video Length	The length of the video, in seconds
Page Number	The page number of the PDF
Slide Number	The display order of the CLM_Presentation_Slide_vod record
Slide Version	The slide version of the Key_Message_vod record
Sent Message	The Sent_Message_vod record for the web link sent for the presentation
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
Device Type	The type of device used to access the URL

Considerations

• Customers must have Engage licenses for the users who are sending links
• Restricted products, allowed products, and segmentations for accounts control which content users can send to each account
• Content marked as Training content cannot be sent from the media library. See Using Training Presentations for more information.
• Customers can create message templates for users to send with web links. See Using Message Templates When Sharing Web Links for more information.
• Customers can associate Important Safety Information (ISI) and Prescribing Information (PI) documents with CLM content and allows HCPs to access them from the HCP Content Player. See Accessing ISI and PI Documents for CLM Content in the HCP Content Player for more information.

Related Topics

• Using the HCP Content Player
• Accessing ISI and PI Documents for CLM Content in the HCP Content Player
• Using Message Templates When Sharing Web Links