23R2.2 Functionality Guide

Customizing Engage Rating Feedback with Qualtrics or Medallia

In addition to the 5-star rating feedback that an HCP can fill out, admins can configure a custom Qualtrics or Medallia survey to collect feedback from HCPs after an Engage Meeting. This allows organizations to tailor survey questions to current business needs and take advantage of the rating system’s high response rate. The combination of the ratings and survey results provide a better and more direct understanding of how content and customer experience is perceived by HCPs.

The added support for Qualtrics and Medallia allows pharma companies to create surveys that align with existing customer experience initiatives and take advantage of the advanced customization options offered by these partners. Users can create surveys that target HCPs satisfaction, and since they are completed directly by the HCPs right after the meeting, they are more likely to receive a response than surveys sent via email.

This feature requires a Qualtrics or Medallia account.

Creating Surveys

Admins can create surveys by logging in to their Qualtrics or Medallia account.

If you create multiple surveys with exactly the same settings and set them to active, the system will return the most recently updated survey URL to the HCP.

When creating surveys:

• You do not need to specify a language via a survey URL parameter, as by default, HCPs will see the survey in the language defined by their browser
• Ensure that your survey is not accessible by invitation only
• Ensure that your survey does not prevent HCPs from submitting multiple responses, as HCPs will be prompted to fill out the same survey after any interaction
• If your survey expires or has a newer version, update the Integrated Survey URL on your Integrated Survey record in Veeva CRM with the new URL you wish to use or set your current Integrated Survey record to inactive and create a new Integrated Survey

Associating Qualtrics and Medallia Surveys with Events and Meetings

To associate a survey with an event or meeting:

1. Navigate to the Integrated Survey tab and select the New button to create a new Integrated_Survey_vod record.
2. Enter a name for the survey in the Name field.
3. Enter a description of the survey in the Description field.
4. Enter the anonymous link provided by Qualtrics or Medallia for the survey in the Integrated Survey URL field.
5. Select the appropriate delivery method from the Delivery Mechanism dropdown. There is one available option - In-App. This option means the integrated survey will be presented seamlessly to the HCP inside their Engage experience, whether they are accessing Engage via the iOS app, the Android app, or a web browser.
6. Select the appropriate entry point for the survey from the Integrated Survey Entry Point dropdown. There are two available options - HCP Post-Engage Meeting and HCP Post-Event (for virtual events). These options let you present different surveys depending on the type of interaction with the HCP.
7. Mark the Active check box to enable the survey.
8. Select one or more countries from the Country field. (Optional.) The survey only displays to HCPs in the selected countries. To provide different surveys to HCPs in different countries for the same event, create multiple survey records for the event and select a different country for each. Leave the field blank for global surveys that are not restricted by country.
9. Specify any parameters that should be added to the survey URL. (Optional.) This allows the specified parameters to be passed into the HCP responses for an integrated survey, where they can be used for tracking or leveraged by the survey's logic for branching or defaulting survey answers. You can pass the following parameters to the survey:

   Parameter	Mapped CRM Data	Name of Qualtrics Embedded Data Field / Medallia Parameter
   Account ID Parameter Name	Record ID of the Account	AccountId
   Org ID Parameter Name	Org ID	OrgId
   User ID Parameter Name	Record ID of the User hosting the Meeting/Event	UserId
   User Type Parameter Name	User_Type_vod field from the User hosting the Meeting / Event	UserType
   Country Parameter Name	HCP's country based on their IP address	Country
   Meeting ID Parameter Name	VExternal_Id_vod field from Remote_Meeting_vod This parameter will only be populated if your integration user has FLS CRU access to this field.	MeetingId
   Event ID Parameter Name	Record ID of the originating Event (EM_Event_vod)	EventId
   Call ID Parameter Name	Mobile_ID_vod field OR Record ID from the originating Call (Call2_vod) The 18-digit Record ID of the call will be returned if the call has synced before the Engage Meeting was scheduled. Examples: Mobile ID: D97F5B4A-B13C-4B48-841B-A242B9DF4765 Record ID: a047d00000BQHyHAAX	CallId
   Meeting Rating Parameter Name	Overall_Experience_vod field from Remote_Meeting_Rating_vod Use this parameter to pass the HCP ratings to the integrated survey.	MeetingRating

   The parameter IDs match the names of the Embedded Data Fields (Qualtrics) or Parameters (Medallia).

Completing Surveys

After the Engage Meeting or a Virtual Event, a ratings modal displays if Engage Experience Ratings are enabled for the hosting user’s Engage Meeting Group. HCPs can select from 1 to 5 stars. When an HCP selects a rating, a “Tell us more” button displays. HCPs can select this button to access the integrated survey. If the system cannot determine a survey to display, the Tell Us More button does not display.

How the survey displays depends on the platform the HCP is using to join the meeting or event:

• Engage app for iOS or Android - The survey displays in a web view within the application
• Web Browser - The survey displays in a new browser tab

Which survey displays depends on whether a match is found for the following values:

• The Country setting on the HCP’s device. If no value is found, the host user’s Country setting is used, or the value defaults to blank.
• A Delivery Mechanism value of “In-App”
• The Integrated Survey Entry Point - HCP Post-Engage Meeting or HCP Post-Event
• A status of “Active”

If more than one matching integrated survey is found, the most recently updated survey URL displays to the HCP.

Integrated Scheduling: Viewing Meeting Request Status in Engage

To plan for upcoming meetings, HCPs can track their meeting request status in the Engage app and view additional scheduling details, for example, the meeting type. Status for each meeting request is listed in the Meetings tab. When CRM users accept or decline a meeting request, the notifications in the Engage app are updated and HCPs receive push notifications with the meeting request status.

Viewing Meeting Request Status

To view meeting request status in the Engage app, select the Meetings tab. Pending meeting requests are labeled with Meeting Request Sent. If the CRM user accepts the meeting request, the Meeting Request row is updated with the text Meeting Request (Accepted) and a calendar icon. If the CRM user declines the meeting request, the Meeting Request Sent row no longer displays.

On the Home tab, notifications are updated with the meeting request status. When the CRM user accepts or declines the meeting request, the notification is updated with the meeting request status, and the date and time the meeting request was accepted or declined is stamped on the notification. If the notification was created or updated earlier in the same day, Today displays for the date and time.

Viewing Meeting Details

In the Meeting Details for each meeting request, the meeting type and a meeting status icon display. Depending on the meeting type, the following additional information displays:

• In-person meeting type - If an office is selected as the meeting location for an in-person meeting, the office name displays. Select the office name to open the Office Details page.
• Phone meeting type - If a phone number is provided, the phone number displays
• Video meeting type - The sentence You will receive a meeting link from: displays, along with the CRM user’s name

Creating New Accounts from Walk-in Attendees

Walk-in attendees often need to be reconciled to an account in CRM before the event can be closed. If an existing account is not found during reconciliation, users can create a new Account record directly within Events Management to reconcile the walk-in attendee. Information from the walk-in attendee is used to automatically populate fields in the new Account record to streamline the creation process.

The process to create a new account is identical to the org’s configured account creation process, including account-specific configurations that create additional records related to the new account, for example Address_vod, TSF_vod or Account_Territory_Loader_vod records.

This feature can also be used in orgs requiring users to submit data change requests (DCRs) for new accounts, for example New Account DCRs or Creating Unverified Records.

Creating an Account from a Walk-in Attendee

To create a new account from a walk-in attendee:

1. Navigate to the Attendee Reconciliation page in the event.
2. Select the appropriate walk-in attendee. The walk-in attendee cannot already be reconciled.

3. Select Search for Matches and search for a match. Users must first search before the New Account button is available.

   

4. Select New Account. This button respects the same new account configuration for the My Accounts tab.
5. Select the appropriate record type for the new account.

6. Select Continue. If the following processes are enabled in the org, the New Account Wizard in the Attendee Reconciliation page reflects these features:

   • Parent Account Wizard
   • Auto-Creating Affiliations in Account Wizards
   • Account Hierarchy in Account Wizards
   • Capturing State License Information in Account Wizards
   • Previewing an Account During Creation
   • Duplicate Record Checking in Account Wizards
7. Populate the necessary fields for the new account. Fields on the new account, as well as the resulting new Address_vod record automatically populate based on matching fields from the walk-in attendee.
8. Select Save.

After saving, the walk-attendee is updated based on the new account configuration and resulting data. Depending if New Account DCR and Creating Unverified Records are enabled, the new account is created.

• When an Account record is created without a DCR, the following fields on the walk-in attendee update:
• Walk_In_Status_vod – Updates to Reconciled_to_New_Account_vod

• Account_vod – Updates to reference the new Account

  

• When a DCR is created, the following fields update:
• The Walk_In_Status_vod field on the walk-in attendee – Updates to Pending_Verification_vod

• The EM_Attendee_vod field on the DCR – Updates to reference the walk-in attendee

  

Data Change Requests for New Accounts from Reconciled Walk-in Attendees

When walk-in attendees are reconciled as Pending_Verification_vod due to a data change request, the walk-in attendee automatically updates based on the result of the DCR.

Status_vod of the DCR	Result_vod of the DCR	Walk_In_Status_vod of the Attendee
Processed_vod	Any value except CHANGE_REJECTED	Reconciled_to_New_Account_vod
Processed_vod	CHANGE_REJECTED	Reconciliation_Rejected_vod
Pending_vod	-	No Change
Cancelled_vod	-	Reconciliation_Rejected_vod

If the DCR is rejected, users can attempt to reconcile the attendee again.

This is supported for both Network and Decoupled DCRs. If the combination of the DCR’s Status_vod and Result_vod does not match any of the rows above, the walk-in attendee is not updated and remains Pending_Verification_vod.

The walk-in attendee reconciled to the new account displays with a status of Reconciled to New Account.

The Account_vod field on the walk-in attendee also updates to reference the new Account.

MyInsights Studio

Using the Medical HCP Page Template

The Medical HCP page template helps content creators to quickly create a MyInsights page that allows end users to view HCP account-level data, including medical activity, discussions, inquiries, and insights, all in one place. Content creators can customize the page template using MyInsights Studio.

For information on using MyInsights Studio page templates and configuring content creators to use page templates, see Using Page Templates.

Using the Medical HCP Page Template

Download the page template here.

Before any customization, end users can view information in the following sections for the current HCP:

• Time Period Specification - When the activity starts (within the last 90 days)
• Account Overview - Most important information, including Primary Parent, whether KOL, Phone, Email, Specialty, and Preferred Address
• My Activity Overview:
• My Interactions - Count of submitted Calls created
• My Medical Discussions - Count of Medical Discussions created
• My Sent Emails - Count of Sent Emails sent
• Total # of Opens - Sum of Sent Emails’ # of Opens
• Total # of Clicks - Sum of Sent Emails’ # of Clicks
• Medical Activity:
• Medical Inquiries - Count of Medical Inquiries created
• Medical Insights - Count of Medical Insights
• My Recent Interactions - Five most recent Calls created, sorted by call date, from most recent to least recent
• My Recent Medical Discussions - Five most recent Medical Discussions created, sorted by call date, from most recent to least recent
• My Recent CLM Presentations - Five most recent CLM Presentations created, sorted by related call date
• Recent Medical Inquiries -Five most recent Medical Inquiries, sorted by created date, from most recent to least recent
• Recent Medical Insights - Five most recent Medical Insights sorted by created date, from most recent to least recent
• My Recent Email Templates - Five most recent Approved Documents sorted by sent date from related Sent Email records, sorted most recent to least recent

Using the Medical Territory Page Template

The Medical Territory page template helps content creators to quickly create a MyInsights page that allows end users to view operational and historical data across HCPs and KOLs at the territory level, including medical activity, discussions, inquiries, and insights all in one place. Content creators can customize the page template using MyInsights Studio.

For information on using MyInsights Studio page templates and configuring content creators to use page templates, see Using Page Templates.

Using the Medical Territory Page Template

Download the page template here.

Before any customization, users can view information in the following sections:

• Time Period Specification - When the activity starts (within the last 90 days)
• KOL/All HCP Dropdown - Select between KOLs and All HCPs, depending on the data you want to see
• My Activity Overview:
• My KOL/HCP Reach:
• Percentage - Percentage of the KOL or HCP Account records seen over the count of all KOL or HCP Accounts
• Fraction - Count of KOL or HCP Account records seen over the count of all KOL or HCP Accounts
• My Interactions - Count of submitted Call records created
• My Medical Discussions - Count of Medical Discussions created
• My Sent Emails - Count of Sent Email created
• Total # of Opens - Sum of Opens from Sent Emails
• Total # of Clicks - Sum of Clicks from Sent Emails
• Medical Activity:
• Medical Inquiries - Total Medical Inquiries created or assigned
• Medical Insights - Total Medical Insights created
• My Recent Interactions - Five most recent parent Calls created, sorted by call date, from most recent to least recent
• My Recent Medical Discussions - Five most recent Medical Discussions created, sorted by call date, from most recent to least recent
• My Top CLM Presentations - Top five CLM Presentations with most related call detail records, from most to least
• Recent Medical Inquiries - Five most recent Medical Inquiries created or assigned, sorted by created date, from most recent to least recent
• Recent Medical Insights - Five most recent Medical Insights created or assigned, sorted by created date, from most recent to least recent
• My Top Seen KOLs/HCPs - Top five Accounts seen with the most related call records, sorted most to least. After related call records, sorted by number of emails, from most to least.
• My Least Seen KOLs/HCPs - Top five Accounts with the least related call records, sorted least to most. After related call records, sorted by number of emails, from least to most.
• My Most Recently Seen KOLs/HCPs - Top five Accounts with the most recent call record, from most recent to least recent
• My Least Recently Seen KOLs/HCPs - Top five Accounts with the least recent call record, from least recent to most recent