Veeva CSM Deep Dive

Veeva CSM Deep DiveCRM Enhancements 19R3

• Version 1.0

2Copyright © Veeva Systems 2019

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Webinar Housekeeping

Microphones will be muted

throughout the webinar

Please use Q&A function to ask

questions

Questions will be answered at the

end of the presentation

We will share this presentation and the recording of

the webinar


Agenda

Objectives

19R3 Release Timeline

19R3 Enhancements

Resources

Upcoming Events

Legend

Online

iPad

Windows

Orange = Applicable

Grey = Not Applicable

Features On By DefaultFeatures Enabled By Configuration

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Light Orange = Parity item

iPhone

A Align

V Vault


Objectives• Provide a detailed explanation of new features in the latest Veeva CRM release that

may be of interest to our customers

• Details include:− Overview of how the feature functions− Business justification of why the feature was developed− Considerations for enabling the feature− Configuration notes for an overall sense of level of effort

• Discuss whether each new feature is suitable and value-add for our customers

Deep Dive makes the release notes more consumable and provides an opportunity for our customers to ask questions


19R3 Release Timeline

Full Sandbox Production

Friday Dec 6th, 2019between 8 pm ET and 1 am ET

Friday, Jan 10th, 2020between 8 pm ET and 1 am ET

A sandbox refresh occurring between December 6th and January 10th will result in reverting the Sandbox org BACK to Veeva CRM 19R2


Announcements• Territory Management 2.0 Update• Lightning Readiness• Salesforce Custom Settings - Critical

Update• Apple Deprecation of UIWebView• Downgrading Veeva CRM app


TM 2.0• Salesforce.com is deprecating Territory Management 1.0 (TM 1.0) in June 2021 • All customers must migrate to Territory Management 2.0 by June 2021

Transition Period

Territory Management

1.0

Territory Management

2.0

June 202119R3

January 2020

18 months

Veeva is recommending all customers migrate to TM 2.0 right away as to not increase remediation efforts which will incur over time


*If you have not received your assessment, please contact your Account Executive or email [email protected]

Customer Transition Phases to TM2.0

1 2 3

Assessment* Remediation Migration

• An impact assessment report for each org has been created to identify configurations, reports, and custom code affected by the transition to TM2.0

• Not included in Assessment:• Managed applications• Integrations with applications

outside of Veeva CRM• CLM content and custom MyInsights

visualizations referencing territory

• Configurations and code identified by the impact assessment must be appropriately modified and tested by admins

• Contact Veeva Support to enable TM2.0

• Approximately 48 hours of downtime will occur during the migration

• During this window, all migration steps should be completed

• Restore system access to end-users


• In order to use TM2.0, all mobile users must be on Veeva CRM 19R3 or later

• Users of earlier versions will be unable to sync

• The following Veeva mobile clients are deprecated in orgs using TM2.0:− Blackberry− Tablet− Windows 8− Windows 10 on builds prior to 16299 (Fall Creators Update, version 1709)

Veeva Version and Device Requirements

TM2.0


Veeva CRM Lightning Ready in February 2020• What is Veeva CRM Lightning Ready?

− Lightning Experience is Salesforce’s updated UX with a focus on usability and efficiency− A Veeva CRM upgrade that ensures existing functionality renders in Salesforce Classic and the Lightning

Experience

• When will Veeva CRM Lightning be available?

− 19R3 patch release (February 2020)

• What is the benefit of transitioning to Veeva CRM Lightning?− Lightning offers a much better UX with a focus on the business process rather than data entry − Lightning is where SFDC is innovating− As part of the 'Lightning Ready' upgrade, Veeva will begin to provide support for Salesforce Files− Lightning Business App templates will be available for online personas (Veeva Roadmap)


• What does “Lightning Ready” mean for Veeva orgs:

− All required configuration changes will be automated by Veeva

− Gives customers the opportunity to invest in the Lightning Experience

− Classic will be supported as long as SFDC supports it

• What “Lightning Ready” will not do:− We do not force nor require customers to

enable Lightning− Tool will not touch custom

code/objects/controls – regardless of the creator

Veeva CRM Lightning Ready in February 2020


Salesforce Custom Settings - Critical Update• Salesforce has announced they will automatically enable the setting “Restrict

access to custom setting”

• Sandbox orgs with be upgraded starting on January 3, 2020

• Production orgs will be upgraded in February 2020

• 19R3 provides the required code changes to support this critical update

Veeva 19R3 release will be released to SBX and PROD prior to SFDC's release of the critical update

https://releasenotes.docs.salesforce.com/en-us/summer19/release-notes/rn_forcecom_custom_settings_access_cruc.htm


• With the iOS 12 release, Apple has officially deprecated UIWebView which is currently used by some customers for their CLM Content• Once Apple removed UIWebView, all CLM content on Veeva CRM will use

WKWebView by default• Veeva has supported WKWebView through a configuration since the release of iOS

10• Veeva CLM WKWebView Evaluation Version is currently available• We recommend customers and their agencies to review all HTML CLM content • Veeva will end support for UIWebView with our 20R2 release

Apple Deprecation of iOS UIWebView


Downgrading Veeva CRM app• Summary:

− 19R3 includes a file structure update within the app for security purposes

− As a result the app cannot be downgraded from 19R3 to 19R2 – instead it must be deleted and

reinstalled

• Impact considerations:

− If using MDM to manage Veeva CRM versions, ensure MDM has current version once 19R3 is deployed

− If planning for any testing in full sandbox before 19R3 goes to production be aware that switching from

19R3 version back to 19R2 will require deleting and reinstalling app

• Example: Testing team is simultaneously regression testing 19R3 features and functional testing for an internal Dec

13 release (which will still be on 19R2) so testers must delete app and reinstall after regression testing before

attempting functional testing

!


General• Offline Related Lists Show All Records• Lightning Spinner Displayed• OAuth 2.0 Authentication for Veeva CRM


Offline Related Lists Show All Records• Overview

− Related lists on offline devices now display all synced records. If a column in a related list is a lookup field and the referenced data for a record is not synced to the device, the value for the record displays as Not Available

− This improves offline the full visibility of all (activity) data of customers

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Email Template became inactive after

the email was sent, and not synchronized to the iPad anymore


Lightning Spinner Displayed• Overview

− A Lightning Spinner displays an animated spinner image to indicate that a feature is loading. This component can be used when retrieving data or anytime an operation doesn't immediately complete

− Lightning Spinner is also shown when using Salesforce Classic mode

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OAuth 2.0 Authentication for Veeva CRM• Overview

− Veeva CRM supports OAuth 2.0 integration for authentication− This allows users to use their company credentials to sign into Veeva CRM− Admins can configure OAuth 2.0 for all users or for specific user profiles

• Overview for iOS− Veeva CRM on iPad or iPhone with OAuth 2.0 support, must be

deployed via a Mobile Device Management (MDM) solution− Users can switch Orgs while OAuth 2.0 is enabled

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OAuth 2.0 Authentication for Veeva CRM• Business Justification

− Improved ease of use and speed: users do not have to remember Veeva-specific credentials anymore and use their company login credentials instead

• Considerations− Any identity provider supporting the (1) OpenID Connect protocol and (2) having a working

integration with Salesforce is supported, such as Google and Okta− Integration users for scheduled processes such as Approved Email, CLM, Engage, MCCP, etc.

should not have OAuth enabled− For users who are capturing consent, the lock icon on consent capture screens do not display

Field Level Security

Page Layout Object Permission

Custom Settings

VF/Apex VMOCs Tab/Data

X X

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Accounts• Dynamic Attributes• Veeva Oncology Link Integration


Dynamic Attributes• Overview

− Allows business admins to create, update, delete Account-specific attributes to to capture information quickly

− No SFDC admin rights necessary− Account data model untouched

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Dynamic Account characteristics:• Visually part of Account screen,

stored in separate object• All major data types supported• Audit trail available for *every*

Dynamic Attribute


Dynamic Attributes for AccountsField Creation

Supported field types

Fields defining the Attribute Details

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Sort Order Field is an alphanumeric

value


Dynamic Attributes for Accounts• Business Justification

− Brings flexibility to the process by eliminating the need to wait for specific release cycles− Allowing business admins to create dynamic attributes removes the burden from the IT Team− Some use cases for which Dynamic Attributes would be useful:

• Feedback from Marketing Campaign• Quick survey/profiling question• Metrics to be gathered as part of a new launch where high reactivity is required

Dynamic Attributes appear on the

Account Profile

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Dynamic Attributes for Accounts• Considerations

− Not supported: required fields, related lists, validation rules, translations− Do not display on the Account Preview screen − Records cannot be created/edited online− Configuration records cannot be edited while in Active status− Configuration record types cannot be updated after being saved. If a change to record type is required, a

new attribute must be created− Only Attribute records of type “Checkbox” support read-only− Changes to a user’s edit permissions on a Dynamic Attribute are applied to end users’ orgs when they

sync



Custom Settings


X X X X X X

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Dynamic Attributes for Accounts• Data Governance Considerations

− As soon as “Dynamic Attributes” are no longer needed, Business Users should be educated to set the “Status_vod” field to Inactive (this will prevent the end user from continuing to populate the attribute)

− In case of global use• Since values cannot be translated, Dynamic Attributes need to be created in local language (i.e., 2 in CH for instance)

• The “Product”, “Detail Group” or “Sharing Group” field can be used to ensure users only have access to the Dynamic Attributes which apply to them

• In a multi-country environment, you may want to add the Country Code to the Dynamic Attribute name to make it unique to this Country

• Have a central governance team in place to assess each requirement to see if it should be configured globally• Reports should be created to list Dynamic Attributes and identify those no longer required/not used (please note new

Report Types need to be created)− Be mindful of the below when using the “track changes” field

• It could result in a significant volume of data being generated• It shouldn’t be used in case integrations are in place as it would create new records

• Training Considerations− Train Business Admins on the field naming convention when using the “Product”, “Detail Group”… fields− Train Business Admins on how to check on existing Dynamic Attributes before creating new ones

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Veeva Oncology Link Integration

• Overview− Accounts associated to a designated KOL list will have a custom link included on the Account profile providing

a quick and easy way to open Veeva Oncology Link profiles directly in CRM

• Business Justification− Provides users with an easy way to see more detailed information about KOLs that is not stored in CRM,

such as, publication details or clinical trial participation

• Considerations− Must be subscribed to Oncology Link− Requires an internet connection

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Custom Settings


X


Call Reporting • Action Items on Call Reports• Call Location


Action Items on Call Report• Overview

− Key Account Managers (KAMs) and Account Plan team members can now access a list of available Action Items on the Call Report to complete without having to go to the Account Plan to mark complete

When the Call is saved or submitted, the Action Item record is stamped with the following values:• Status – Completed• Completed Date – Call Date• Completed By – Current user• Call – Current Call

Action Items display based on these conditions:• Assignee is empty or is set as the current user• Status is not Completed• Start Date is empty or is on or before the Call Date• Due Date is empty or is on or after the Call Date

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Action Items on Call Report• Considerations

− For group calls, if the Action Item is linked to a business account, it displays on the call for the business account. If the Action Item is linked to an attendee, it displays on the child call

− Action Items are sorted and displayed by the item name, in ascending order. The list is refreshed automatically based on the Account Plan selected, when the Call Date is changed, or as Attendees are added or removed

− Available Action Items display for accounts on the Call for all available Account Plans if the Account is the main Account on the plan, or the Account is a Key Stakeholder

− When users select an Account Plan, all additional Action Items for the Account Plan display and any Action Items that are not linked to Attendee Accounts are removed

• Prerequisites− Enable Adding Action Items for KAMs. Ensure the Action_Item_vod object is referenced in the

Account_Plan_Object_Hierarchy_vod Veeva Setting



Custom Settings


X X X X X

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https://crmhelp.veeva.com/doc/Content/CRM_topics/Accounts/Account_Planning_and_Execution/AddingActionItems.htm


Call Location • Overview

− The Location field is editable if it contains only BRC products or if sampling in state that does not require a state distributor license. Otherwise, the Call Location is locked for auditing purposes

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Location field on the call report is still editable after signature capture for BRC

samples or no state distributor license required

Location field in this example is not editable after signature capture for Ohio which does

require a state distributor license


Call Location Stamping • Overview

− For auditing purposes, when a signature is captured, the Call Location is stamped on the Call Report when the call is saved (via a new field, Location_Text_vod, in the Call object)

− When the call is saved, the text value of the selected location is stamped on the call report

• Considerations− This new field should not be displayed on the call report

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Custom Settings


X


CLM • Slide Transition• Deselecting Previously Selected

Directories and Labels• Weighted Search in CLM• CLM Filtering Using Presentation

Attributes


Slide Transition• Overview

− Users can now transition between slides via the next and previous slide navigation buttons without disabling the laser pointer or highlighter pen. When the laser pointer or highlighter pen is active, swipe and all other actions remain disabled

• Considerations− Highlighter or laser pointer needs to be enabled

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Next and Previous Slide

Navigation

Once highlighter/laser is active, moving to the next slide does not

disable the highlighter/laser


Deselecting Previously Selected Directories and Labels• Overview

− Users can now deselect previously selected labels and directories in the filter modal. Users can expand or collapse directories using the arrow icons

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Selecting a directory and expanding the directory are

now separate actions


Weighted Search in CLM• Overview

− Enhanced search functionality includes: searches on product, new CLM filter fields, presentation name, presentation description, keyword fields and allows for an AND/OR search

− If the search term matches exactly to a CLM Presentation Product or CLM filter fields, then they are sorted alphabetically by CLM Presentation Name

− Search results are displayed in the following order:• Exact Match• Contains all Search Terms• Contains any Search Terms

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Displays all presentations that

contain CholDisplays all

presentations that contain Cholecap

Displays first the exact match of presentation

(Cholecap Blue), followed by presentations

containing all search terms (Cholecap AND

Blue) and then any search terms (Cholecap OR Blue)


Weighted Search in CLM• Business Justification

− Allows users with a large number of presentations to easily locate a specific presentation by leveraging CLM search

• Considerations− Search needs to be previously enabled for this to be default on− Training presentations are not included in the scope of the search− Results are not confined to a directory or label if the user has one applied at the time of search

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Presentations satisfying any of the

selected values display

CLM Filtering Using Presentation Attributes• Overview

− Use presentation attributes to filter the number of presentations that display− Can be used with labels and directories− Can be applied to search results

When filters are configured, labels and

directories are nested in the Labels option

Multiple filters can be applied within a single

field filter

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If multiple field filters are applied (e.g., Product and

Keyword), only presentations satisfying all of the field filters display


CLM Filtering Using Presentation Attributes• Business Justification

− Improves in-field teams’ productivity by allowing users to quickly access presentations they’re interested in

− Allow users with a large media library to reduce the number of presentations that display

• Considerations− Filters can be used in conjunction with existing labels and directories− Filters can also be applied to search results to narrow the result list to find the correct presentation− Different Veeva Messages can be configured for different profiles− Additional fields can be mapped from Vault to CRM and use them as filters



Custom Settings


X X X

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Multichannel Cycle Plans • Thresholds Background and Calculation Update• Setting Goals at the Detail Group Level


Thresholds Background and Calculation Update• Overview

− Applies the under or over threshold variance to the expected level of progress for elapsed time in the MC Cycle instead of using the total number of days in the MC Cycle

− On par with appropriate level of progress expected

• Business Justification− The updated calculation provides better guidance to the end user for staying on schedule

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19R3Pre-19R3

Red and orange bars indicate over and under progress

Channel Status and Product Status sections of the Status tab on the My Plan screen no

longer display a green threshold background


Setting Goals at the Detail Group Level O

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1. You can access/create or edit Labels by clicking on

the “Filter” menu

You can filter by Product or Topic based on Detail Groups defined

• Overview− This new feature allows customers to display MCCP goals at detail group level− Flexible to manage specific products or topics within a group to detail a target account− As activities are created against products in the group, the attainment progresses


Setting Goals at the Detail Group Level



Custom Settings


X

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W• Business Justification− Detail group level goals give Admins the flexibility to manage specific grouped products or topics

into a targeted account. This is useful for detail groups containing large numbers of detail productsor detail topics

• Considerations− Multichannel Cycle Plans are enabled− MC Cycle Products must be populated with at least a Detail Group and a Product

https://crmhelp.veeva.com/doc/Content/CRM_topics/Scheduling_Planning/Cycle_Plans/Multichannelcycleplans/UsingMCCP/GoalsbyPriority.htm

https://crmhelp.veeva.com/doc/Content/CRM_topics/Scheduling_Planning/Cycle_Plans/Multichannelcycleplans/UsingMCCP/DetailGroupSupport.htm

https://crmhelp.veeva.com/doc/Content/CRM_topics/Scheduling_Planning/Cycle_Plans/Multichannelcycleplans/Overview.htm


MyInsights• Visualizations with Geolocation• Smart Linking for Account Plan

SWOTs and Goals


Visualizations with Geolocation• Overview

− Allows visualizations to view the location of the user's device compared to the location of Accounts− Allows for more effective planning by listing accounts nearby and showing distance between account

and current location

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After navigating to the visualization for the first time,

users should select ‘Yes’ when a popup displays with a request for Veeva CRM to access the

current location


Visualizations with Geolocation• Business Justification

− Combines a unique property of mobile devices with the unlimited user flexibility that MyInsights provides. Offers our customers yet another creative way to structure their visualizations

• Considerations− Ensure MyInsights is configured. See Configuring MyInsights Visualizations for more information− Developers can create custom visualizations or modify out-of-the-box visualizations to request location

information. See MyInsights Visualizations for a list of out-of-the-box visualizations− To view visualizations requesting the device’s current location, users must enable location services on

the device and ensure the device has internet connection− Online devices determine location based on their internet routing, not actual GPS (as is the case on

mobile devices). As such, the location of an online device will not be as precise as a mobile device



Custom Settings


X X X X X X

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https://crmhelp.veeva.com/doc/Content/CRM_topics/My_Insights/HTMLReports/HTMLReportsConfiguration.htm

https://crmhelp.veeva.com/doc/Content/CRM_topics/My_Insights/HTMLReports/HTMLReportsConfiguration.htm


Smart Linking for Account Plan SWOTs and Goals• Overview

− Smart linking for MyInsights Account Plan Dashboards to the Account Plan SWOT and Goal items is now possible for all iPad-based reports

• Business Justification− Allows users to directly go from the MyInsights report to the SWOT(s) and Goal(s) and action there

any changes they may like to make after reviewing the report

• Considerations− Users must have the appropriate rights to view/edit the SWOT(s) and Goal(s)

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iPhone Parity• MyInsights Account Profile Override• Medical Mode


iPhone MyInsights Override and Medical ModeMyInsights Account Override• The MyInsights Account profile override is now

available on iPhone• Includes the KOL profile override

Medical Mode• Medical mode is now supported on iPhone• Uses same application labels as Medical CRM on

iPad

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Autosync for Windows

• General Overview• Manual Sync


Autosync – Top Things to Know

1 2 3

Coming to Windows in

19R3

Automatically Enabled

Seamless for End Users

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Real Time Sync – Production Release• This update disables the old sync functionality and replaces it with the new real-

time sync capability

• Users on Windows must be on Windows 10 Build 16299 (Fall Creators Update, version 1709) or higher to successfully upgrade. This is the same Windows version required for Windows Sunrise

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Autosync Principles

Users with multiple mobile devices see their

data changes across devices

Users get immediate feedback about the data

they edited/created

User edited/created data on mobile device automatically syncs up to the online servers

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Components of Sync

Mobile DeviceCreate/Edit

Record Retrieval

App must be in the foreground

Autosync

Manual Sync

Sync Widget

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Autosync Frequency

Clients immediately uploads record to online server

Client asks for all changes originating from any of the users devices30 secs*

Every Save/Submit

* Interval is subject to change based on server load.

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Manual SyncThe following data sets still require manual sync:

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Data changes made from online including integrations/territory

alignmentsMetadata changes

Veeva CLM and Approved Email content

Veeva CRM MyInsights Sales Data and Nitro

Data

Data changes made by other users


Resources• About the 19R3 Release• CRM Online Help• 19R3 Feature Enablement and

Availability

https://crmhelp.veeva.com/doc/Content/CRM_topics/ReleaseNotes/19R3/About19R3.htm

https://crmhelp.veeva.com/doc/Content/Home.htm

https://crmhelp.veeva.com/doc/Content/CRM_topics/ReleaseNotes/19R3/New_in_Veeva_CRM_19R3.htm


Feature Enablement And Availability• New functionality introduced in the Veeva CRM 19R3 Release is available on the

following platforms

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Veeva CSM Deep DiveDefault On

CRM Enhancements 19R3

• Version 1.0

Default On Features


CRM Default On FeaturesFeature Condition Online iPad Win iPhone Visible to

UsersOverreached and Under Reached Thresholds Calculation Update

MCCP Enabled X X Yes

Green threshold background removed MCCP Status tab

MCCP Enabled X X Yes

Autosync for Windows Windows Device User X Yes

Related lists on offline devices now display all synced records

None X X Yes

All loading spinners now use the Lightning spinner style

None X Yes

Smart Linking for SWOT and Goal records on existing MyInsights reports

MyInsights and Account Plans Enabled X Yes

Enabling MyInsights Account Profile Override MyInsights Enabled X Yes

Internal Surveys now display alphabetically based on Survey Name on the Survey Targets screen

Surveys Enabled X X Yes

Device status bar on Surveys Surveys Enabled X Yes

New Survey Target button removed from Child Account’s Survey Target related list

Surveys Enabled X Yes


CRM Default On FeaturesFeature Condition Online iPad Win iPhone Visible to

Users

Ship To Address Filtering Sampling Enabled X X X X Yes

Slide transition without disabling laser pointer or highlighter

CLM Enabled X X Yes

Filtering enhancements CLM Enabled X X Yes

Weighted searching CLM Enabled X X Yes

Schedule Engage Meeting button available in the More Actions menu

Engage Meeting Enabled X Yes

Hosting Engage Meetings on the iPad platform is redesigned to optimize the hosting experience

Engage Meeting Enabled X Yes

Improved Engage Meeting Hosting on iPad Engage Meeting Enabled X Yes

Improved iPad Digital Sign-In Sheet Events Management Enabled X Yes

EU Key Upcoming Events

63Copyright © Veeva Systems 2019© Copyright 2019 Veeva Systems Inc. All rights reserved

Upcoming CRM Veeva & U

Sessions

• Wednesday, 11 December 2019: CRM Best Of 2019

• Link to the Veeva & U CRM Hub

https://veeva.zoom.us/webinar/register/WN_SstIP_3eQWWgAONXCC_G7A

https://www.veeva.com/eu/commercial-hub/crm-innovation/

64Copyright © Veeva Systems 2019© Copyright 2019 Veeva Systems Inc. All rights reserved

Upcoming Vault Veeva & U

Sessions

• Thursday 12 December 2019 : Vault PromoMats Best of 2019

• Thursday, 16 January 2020: Automated Claims Linking In Veeva Vault Promomats

• Thursday, 13 February 2020: Veeva Web2pdf: A True Web View

• Thursday, 12 March 2020: Standard Metrics In Veeva Vault Promomats

• Link to the Veeva & U Vault Hub

https://veeva.zoom.us/webinar/register/WN_WHI85XrIQ8WlCpUXd6rugg

https://veeva.zoom.us/webinar/register/WN_nt2cDl6VR_yKjtwHcjZ5iA

https://veeva.zoom.us/webinar/register/WN_SpvBUkTKTaqPDW4T1rNFZw

https://veeva.zoom.us/webinar/register/WN_gWG06Ze8Tl2iiSNNq9Pkqw

https://www.veeva.com/eu/commercial-hub/vault-promomats/

US Key Upcoming Events


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• 1700+ Attendees

• 200+ Companies

• Business-focused sessions

SAVE THE DATE! • Best Practices, Product Deep-Dives

• Innovation Hub

• Networking with Peers

Veeva Commercial & Medical Summit, PhiladelphiaJune 8 - 10, 2020

https://calendar.google.com/calendar/r/eventedit%3Ftext=2018+Veeva+RD+Summit+North+America&dates=20180917T100000Z/20180918T220000Z&details=Join+us+for+2018+Veeva+RD+Summit!+&location=https:/www.veeva.com/events/rd-summit/&trp=true

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