22R2.1 Functionality Guide

The Functionality Guide is intended for Sales Operations, Business Administrators, System Integrators, and others responsible for making decisions about what features are needed for end users to be successful and deciding which features work together with existing customer configurations.

CRM Desktop

Assembling Custom Presentations in the Veeva CRM Desktop App

To allow for additional training preparation ahead of the 22R2.1 release, this feature is available in the eval app.

Users can create and assemble customized presentations from the existing presentation slides in their media libraries to deliver specifically tailored messages to targeted accounts.

Users do not need an active internet connection to assemble custom presentations. Any custom presentations created offline automatically sync when the user connects to the internet.

A custom presentation is defined by the value Custom in the Type_vod picklist on the CLM_Presentation_vod object record.

This Type_vod value is set automatically and must not be modified. Admins should not add the Type_vod field to the CLM_Presentation_vod page layout where it is visible to end users.

Users can perform the following actions:

  • Creating a custom presentation
  • Making a copy of an existing read-only presentation

    Read-only presentations are HQ presentations and cannot be created or deleted by users. The presentation window for a read-only presentation displays Read Only next to the slide counter.

  • Making a copy of an existing custom presentation
  • Deleting a custom presentation

Users cannot modify the content in the slides.

For example, Larry Lakes, an MSL, is planning to visit Dr. Ackerman. In the previous call, Dr. Ackerman asked about specific information regarding Cholecap. Before the call, Larry creates a custom presentation and adds slides from two different existing presentations, deletes a slide that is not relevant, and rearranges the remaining slides to improve the flow. He then saves the presentation with a new name for use in the future.

Enhanced sub-presentations are not supported with custom presentations in Veeva CRM Desktop. When enhanced sub-presentations are enabled, users cannot create custom presentations.

Creating and Assembling Custom Presentations

When creating or assembling a custom presentation, users can add slides from other presentations with different products.

Creating a Custom Presentation

To create a custom presentation:

  1. Open presentations containing the slides for the custom presentation.
  2. Select the Veeva CRM Desktop menu.

  3. Select New Presentation.
  4. Select and drag the appropriate slides from the open presentations to the blank custom presentation.

  5. Select the Edit menu to edit the slides or use the appropriate keyboard shortcuts.

  6. Drag and drop or copy and paste slides to reorder them, including multiple slides at a time.
  7. Select the File menu.

  8. Select Save.
  1. Enter the name of the presentation and any desired labels. Selecting the Labels text field displays the Add Labels modal. See Labeling Presentations for more information.

    Users on CRM Desktop (Mac) can also manage custom presentation labels when renaming the presentation.

  2. Select Save.

Users can create multiple custom presentations at the same time.

The Slide Sorter allows users to view all the slides in the presentation and easily rearrange the order of the slides. Users can switch between Normal View and the Slide Sorter from the button next to the slide counter.

Users must save the custom presentation before closing or navigating away from the custom presentation window.

When a user selects Apply Updates in the media library, they must review or discard the unsaved changes for each open presentation before they can continue. Once all the presentations are reviewed and saved, the media library syncs and applies the updates.

Duplicating an Existing Presentation

To make a copy of an existing presentation:

  1. Open the appropriate presentation and select the File menu. Alternatively, select the More Actions button for the presentation in the media library.

    Users on the CRM Desktop (Windows) platform can also use the right-select context menu in the media library.

  2. Select Duplicate.
  3. Select the Edit menu to edit the slides or use the appropriate keyboard shortcuts. Drag and drop or copy and paste slides to reorder them, including multiple slides at a time.
  4. Select the File menu.
  5. Select Save.
  6. Enter the name of the presentation and any desired labels. Selecting the Labels text field displays the Add Labels modal.
  7. Select Save.
Deleting a Custom Presentation

Users can delete custom presentations to ensure the media library only contains up-to-date content. Deleting a custom presentation expires the CLM_Presentation_vod record and removes it from the library.

On iPad and Windows Tablet, deleting a custom presentation deletes the corresponding CLM_Presentation_vod record. See Using Custom Presentations for more information about custom presentations on iPad and Windows.

To delete a custom presentation:

  1. Select the More Actions button for the appropriate presentation in the media library.
  2. Select Delete.
  3. Select Delete in the confirmation popup.
Managing Custom Presentation Properties

Users can only edit the properties for a custom presentation if there is at least one slide. To edit the properties of a custom presentation:

  1. Open the custom presentation.
  2. Select the File menu.
  3. Select Properties.
  4. Edit the appropriate properties:
    • Name
    • Product
    • Keywords
    • Description

    If customers set required fields on the CLM_Presentation_vod object, users will encounter sync errors when syncing the media library as the required fields may not be populated.

  5. Select Save.


Users can use social messaging apps to send HCPs links to auto-published CLM content from the media library. Any interaction from the recipient with the link itself is tracked, allowing admins to analyze engagement with specific presentations to improve CLM content. See Using Vault's Auto-Publishing for CLM for more information about auto-publishing.

Web links are only supported for auto-published content. Binders and slides are not supported.

For example, Sarah Jones uses SMS to communicate with Dr. Clinton Ackerman. During a call with Dr. Ackerman, Sarah displays a CLM presentation about Cholecap. After the call, Dr. Ackerman asks for a copy of the presentation to review the information, so Sarah sends the link to Dr. Ackerman through the Messages app on her iPad. When Dr. Ackerman selects the link and views the presentation, the activity is tracked in Veeva CRM.

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
    • The selected sharing option is Messages or WhatsApp
    • The SMS_vod or WhatsApp_vod fields for the account are populated

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.



Record Type



Lookup to the account, if selected


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


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

Vault Content


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


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.



Record Type



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


Events Management

Managing Speaker Nomination Approvals

Admins can configure a Salesforce Approval Process that enables Speaker Nominations to be reviewed, approved, or rejected by the necessary users as part of a nomination process. This enables admins to customize the nomination workflow based on the needs of each organization.

For example, Sarah Jones creates a Speaker Nomination record for Dr. Clinton Ackerman and selects Submit for Approval. Amy Adams, the admin at Verteo Biopharma, previously configured a Salesforce Approval Process to automatically assign the record to medical approvers for approval and tiering. Larry Lakes, a member of the medical team, is notified about the approval request, reviews the record, and approves the nomination.

Using the Approval Process for Speaker Nominations

When a user selects the Submit for Approval button on a EM_Speaker_Nomination_vod record, the approval process for the speaker nomination is initiated.

When a New_Speaker_vod type nomination is submitted for approval, a new EM_Speaker_vod record is created with a status of Nominated_vod. The fields of this record are populated based on the field of the created EM_Speaker_Nomination_vod record.

Depending on how the Approval Process is configured, the user may be prompted to select a User or Queue to serve as the next approver.

Users can view the approval history of an EM_Speaker_Nomination_vod record via the Approval History related list.

Recalling Submitted Speaker Nominations

If a user has permission to recall a submitted nominations:

  1. Navigate to the appropriate EM_Speaker_Nomination_vod record.
  2. Navigate to the Approval History related list.
  3. Select the More Actions button.

  4. Select Recall.
  5. Enter the appropriate comments explaining why the approval request is being recalled.
  6. Select Recall.

Reviewing Submitted Speaker Nominations

Designated approvers in the Approval Process can review the nomination via standard Salesforce Approved and Reject actions.

Approving and rejecting nominations is not supported on mobile.

When a New_Speaker_vod type nomination is either approved or rejected via the Approval Process, the Status_vod field of the associated EM_Speaker_vod record automatically updates to match the nomination’s status.

When a nomination is approved, the record becomes locked.

Syncing Events Metadata with Vault

To allow admins to avoid updating records in multiple systems, Event administrators can configure the CRM Vault Metadata Sync process to sync Event Configuration and Event Topic information between CRM and Vault. During each sync, newly created records in CRM are automatically created as new records in Vault, while deleted or inactivated records in CRM are automatically inactivated in Vault.

For example, the admin configures the CRM Vault Metadata Sync to sync specified EM_Event_Configuration_vod records to Vault. When the next sync occurs, a new CRM_EM_Event_Configuration__v record is created in Vault with information from the Event Configuration record in CRM automatically populated.

Territory Management

Displaying Territory Feedback Metrics via MyInsights

To visualize data, admins can create and link MyInsights visualizations to Territory Feedback. MyInsights visualizations in Territory Feedback enable end users to visualize upcoming changes to their territories, as well as provide a place for admins to give written guidance to end users about how they should review and leave feedback on upcoming changes to their territory.

For example, leadership at Verteo BioPharma decides that at least 60% of the targets for the Cardiology field force should belong to Segment A for Cholecap. A MyInsights visualization displays in Territory Feedback for Sarah Jones that displays the percentage of her targets that are Segment A for Cholecap, as well as brief instructions informing Sarah about the 60% guidance. Sarah uses this information to adjust her territory accordingly.

Creating the MyInsights Visualization to Use in Territory Feedback

To create a MyInsights visualization to use in Territory Feedback:

  1. Create the .zip file to serve as the visualization. The file should reference the getFeedbackData() method, which enables the visualization to retrieve a variety of information about the territory.

  2. Create a new HTML_Report_vod record with a record type of Territory_Feedback_vod.

Linking MyInsights Visualizations in Align

After the MyInsights visualization is created in CRM, the feature must be linked in Align before the visualization displays in Territory Feedback:

  1. Populate the myinsights_report__aln field of the appropriate Align Settings record with the External_Id_vod field of the created HTML_Report_vod record in CRM.

    This setting supports field-force specific settings, enabling different field forces to use different MyInsights visualizations.

  2. Specify the height of the widget in Territory Feedback, in pixels, by appending : and the desired height to the myinsights_dashboard__aln setting. For example, feedback_report:500 specifies a height of 500 pixels.
  3. Refresh the Feedback Cache.

Viewing MyInsights Visualizations in Territory Feedback

The linked MyInsights visualization displays in Territory Feedback as a widget. The widget’s title reflects the name of the corresponding HTML_Report_vod record.

If Translating MyInsights Tab Names is enabled, the title of the widget correctly translates into the user’s language.