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 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

     

    • External_Display_Name_vod
    • 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

     

    • External_Display_Name_vod
    • 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 in the selected app if not already populated. This does not associate the recipient with an account in CRM.
    • 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.

      • iPad
      • iPhone

      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
  10. Update the field mapping for the appropriate Vault connection in the CLM Admin Console to ensure fields in CRM are correctly mapped to the corresponding fields in Vault. See Using Vault's Auto-Publishing for CLM for more information.

In Vault, grant the Vault integration user Edit field permission to the external_display_name__v field on the appropriate document types used for auto-publishing and the Binder (multichannel_presentation__v) document type.

The following needs to be configured to include web links sent via Engage Chat in imported chat logs:

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 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.

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

Content creators can define display names for each presentation in Vault PromoMats/MedComms. 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.

To manage display names for the ISI and PI documents associated with CLM content, see Managing Display Names for ISI and PI Documents.

When creating or editing a CLM presentation in Vault, content creators can populate the crm_external_display_name__v field with the appropriate display name. This field is mapped to the External_Display_Name_vod field on the appropriate CLM_Presentation_vod record as part of the CLM integration.

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

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

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
  • ISI and PI links, if configured

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.

Allowing Auto-Published Content Downloads from the HCP Content Player

Content creators in PromoMats/MedComms can control whether a download button displays in the HCP Content Player for an auto-published CLM presentation, allowing HCPs to view the content without an internet connection and save a copy for reference.

To do so, populate either or both of the following fields with the value CRM in the External Viewer section of the auto-published document in PromoMats/MedComms:

  • Allow PDF Download – Recipients can download a PDF rendition of the auto-published presentation. This field maps to the Allow_PDF_Download_vod field on the CLM_Presentation_vod record in CRM.
  • Allow Source Download – Recipients can download the source file for the auto-published presentation. This field maps to the Allow_Source_Download_vod field on the CLM_Presentation_vod record in CRM.

If both fields are populated, selecting the download button in the HCP Content Player displays a dropdown menu with the options PDF and Source File.

Configuring Auto-Published Content Downloads

To allow HCPs to download auto-published content from the HCP Content Player:

  1. Grant CLM integration users the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    CLM_Presentation_vod

    n/a

    n/a

    • Allow_PDF_Download_vod
    • Allow_Source_Download_vod

    Edit

  2. Grant Engage post-processing integration users the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    Message_Activity_vod

    		n/a

    n/a

    Downloaded_Rendition_vod

    Edit

  3. Grant end users the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    CLM_Presentation_vod

    		n/a

    n/a

    • Allow_PDF_Download_vod
    • Allow_Source_Download_vod

    Read

    Message_Activity_vod

    		n/a

    n/a

    Downloaded_Rendition_vod

    Read

  4. Update the field mappings for the appropriate Vault connection in the CLM Admin Console to ensure the following fields are mapped correctly:
    • Allow_Source_Download_vod in CRM = allow_source_download__v in Vault
    • Allow_PDF_Download_vod in CRM = allow_pdf_download__v

    See Using Vault's Auto-Publishing for CLM for more information.

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

Description for Views

Description for Downloads

Record Type

Veeva_Content_Player_Activity_vod

Veeva_Content_Player_Activity_vod

Key Message

The Key_Message_vod record for the viewed slide

The Key_Message_vod record for the downloaded slide

Activity

Viewed_vod

Downloaded_vod

Activity Datetime

The datetime at which the slide was viewed

The datetime at which the slide was downloaded

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_vod
  • Image_vod
  • Video_vod
  • PDF_vod

n/a

Downloaded Rendition

n/a

The rendition type of the downloaded content. Available values include:

  • PDF_vod
  • Source_vod

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

n/a

Duration

The total time spent on the slide, in seconds

n/a

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

n/a

Video Total Time Spent

The total time the video was played during the session, in seconds

n/a

Video Length

The length of the video, in seconds

n/a

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

Related Topics