Introduction: 

This is a collection of Veeva Vault Educational Resouces. Please reach out to your Customer Success Manager directly or email VaultCustomerSuccess@veeva.com if you would like further information and/or a demonstration of any Vault features.

For more Knowledge Base article collections, see the Veeva Support Knowledge Collection Reference Guide. 

Welcome to the Veeva CRM Notification and Education Guide!

We want to make sure you are armed with the right knowledge to be successful and get continuous value out of Veeva CRM at your organization. 

This all starts with having the right information about the application, i.e., when there is downtime, when releases are going out, and when webinars are taking place for ongoing education. 

Below are ways you can sign up for notifications and find information about Veeva CRM.

	Topics
	Application Notifications Sign up on trust.veeva.com to be notified of CRM Releases, System Downtime and Service Disruptions. This is important for your internal release planning and notifying end users about System Downtime or Service Disruptions. Here are detailed instructions on how to sign up.
	CRM Documentation The CRM documentation can be accessed at any time from the Help button in the top right hand corner of Veeva CRM.  If you are new to CRM, check out the Getting Started section.
	CRM Community Follow and post in the CRM community to engage with Veeva and your peers. In each section, click Follow, then select your preference of New posts or New posts and comments. CRM Announcements CRM Q&A CRM Product Suggestions CRM Tips and Tricks
	Release Notes CRM Releases include both application release notes. All release notes can be found here.  Past Release notes can be found on the CRM Help Documentation page. Sign up for release notifications on the Veeva Trust site. Click the Subscribe to Veeva Trust Site link in the top right corner of the website.
	Presentations and Recordings Webinars are hosted for each major CRM release. The recordings and presentations for the most recent releases can be found here.  Education sessions are held throughout the year about various topics. The recordings and presentations can be found here.
	Veeva Support Knowledge Base (KB) Content Veeva Support provides solution articles to help the customers resolve issues or learn more about our products.  The following links provide helpful information so customers can stay proactive on Veeva product topics: Veeva CRM Solution Articles - Allows customers to browse all CRM-related solution articles by Product area Veeva CRM Knowledge Collection  - Provides a grouping of articles, webinars, tutorials, and presentations Veeva CRM Error Reference Guide - Provides a list of known errors and possible solutions

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Welcome to the Veeva Align Notification and Education Guide!

We want to make sure you are armed with the right knowledge to be successful and get continuous value out of Veeva Align at your organization.

This all starts with having the right information about the application, i.e., when there is downtime, when releases are going out, and when webinars are taking place for ongoing education.

Below are ways you can sign up for notifications and find information about Veeva Align. 

	Topics
	Application Notifications Sign up on trust.veeva.com to be notified of Align Releases, System Downtime and Service Disruptions. This is important for your internal release planning and notifying end users about System Downtime or Service Disruptions. Here are detailed instructions on how to sign up.
	Align Documentation The Align documentation can be accessed at any time from the Help button in the top right-hand corner of Veeva Align. If you are new to Align, check out the Introduction section.
	Align Community Follow and post in the Align community to engage with Veeva and your peers. In each section, click Follow and then select your preference of New posts or New posts and comments. Align Announcements Align Q&A Align Product Suggestions Align Tips and Tricks
	Release Notes Align Releases include application release notes. Current Release notes can be found here. Past Release notes can be found on the Align Help Documentation page.  Sign up for release notifications on the Veeva Trust site. Click the Subscribe to Veeva Trust Site link in the top-right corner of the website.
	Presentations and Recordings Webinars are hosted for each major Align release. The recordings and presentations for the most recent releases can be found here.  Education sessions are held throughout the year about various topics. The recordings and presentations can be found here.
	Veeva Support Knowledge Base (KB) Content Veeva Support provides solution articles to help the customers resolve issues or learn more about our products.  The following links provide helpful information so customers can stay proactive on Veeva product topics: Veeva Align Solution Articles - Allows customers to browse all Align-related solution articles by Product area

Send us your feedback: We are always looking for feedback to help improve our Knowledge Base! Please let us know if this article is helpful or provide feedback on how we can improve your experience by clicking here.

The Veeva Network V20R2.1 Sandbox Release Notes are attached to this article.

Introduction:

The Master Email Fragments for Approved Email narrated education provides an overview of what Master Email Fragments are and how to create the Master Email Fragments.

Link to Webinar on Brainshark.

Introduction:

The Approved Email Invitation Tokens for Engage Meeting narrated education provides an overview of reasons as to why you would want to use approved email for engage meeting invites; tokens to be leveraged for Engage meeting invites; and leveraging calendar reminders for invites.

Link to Webinar on Brainshark.

Overview:

Reference Materials:

• CRM Webinar Knowledge Collection

Attachments:

Announcement:

There have been a number of questions coming into Support, recently, in regards to the Veeva CRM Engage product. 

Introduction

The following links provide our Veeva customers a way to contact Veeva Support by Phone or chat.

Contact by Phone:

• Contacting Veeva Product Support
• Contacting the Global Service Center
• Contacting the CDMS Global Service Center

 Contact by Chat

• How to Use the Veeva Support Chat Functionality
  
  

Open a Ticket

To open a ticket with Support or Managed Services, login into the Support Portal and use this link to the Ticketing UI.

Related Documentation:

• How to Open a Ticket with Veeva Support?
• How to Engage Managed Services?

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Contacting the CDMS Global Service Center

Veeva's CDMS Global Service Center provides essential 24/7, 1st-line support to CDMS end-users as well as Sponsors.

With global coverage, the GSC can be reached anytime using the Support Portal by opening a ticket, by email (CDMS_Support@veeva.com), or by phone.  In order to open a ticket, the user must have a Support Portal login account and be logged into the portal. 

Note:  For non-Support questions or issues, use the following information from the Contact Sales page on Veeva.com.

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Contacting the Global Service Center

Veeva's Global Service Center provides essential 24/7, 1st-line support to PromoMats end-users. With global coverage, the GSC can be reached anytime using the Support Portal by opening a ticket, by email (support@veeva.com), or by phone.  In order to open a ticket, the user must have a Support Portal login account and be logged into the portal. 

Note:  For Sites running clinical trials with Veeva CDMS, please visit the CDMS Global Service Center Contact Directory for direct contact information.

Note:  For non-Support questions or issues, use the following information from the Contact Sales page on Veeva.com.

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Introduction:

The Veeva Global Support Policy (attached below) is a quick reference to the following information:

• Support Overview
• Support Terms
• Veeva Global Service Center
• Veeva Product Support
• Supported Products
• Contacting Support
• Support Hours
• Response Times
• Support Scope

For complete detailed information about your specific agreements with Veeva, please refer to your MSA.

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Veeva Global Support Policy Attachment:

Register for the Veeva CRM 20R2.2 Release Webinar

If users are on the latest released version of CRM on iOS (iRep) 202.1.200, it was available on Sept 10.

iOS 14 is supported as described in the Release Notes. No user action required. CRM works as expected on iOS 14.

If users upgrade to iOS 14 before upgrading to CRM 202.1.200, manual action is required.

Users will not be able to login to CRM (the app will crash).

• The user must upgrade CRM 
• If distributed using MDM, customer IT Ops must push down the latest CRM version
• If not distributed using MDM, the user must login to CRM using the iPad browser and manually click the iRep install link

Related Documentation:

About 20R2.1 Release Notes 

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