Overview:

When CLM Content is viewed during a Call, the CLM Key Messages are not being created and tracked in the zvod_CLMDetails section.

Root Cause:

The user is configured to use the CLM Consent Capture functionality. This is governed by the Account.CLM_Opt_Type_vod field or the CLM Explicit Opt In Multichannel Setting Custom Setting.

• If Account.CLM_Opt_Type_vod = 'Never_vod', then Account can never be opted-in. 
• If Account.CLM_Opt_Type_vod = 'Implicit_Opt_In_vod', then use the implicit opt-in model type 
• If Account.CLM_Opt_Type_vod = 'Explicit_Opt_In_vod', then use the explicit opt-in model type
  • Account is opted out unless you see an Opt In Multichannel Consent record
• If Account.CLM_Opt_Type_vod = NULL or the user does not have Field Level Security (FLS) to the field, then look at the CLM Explicit Opt In Multichannel Setting Custom Setting
  
  • If CLM_EXPLICIT_OPT_IN_vod is set to false, then the Account is implicitly opted in.
  • If CLM_EXPLICIT_OPT_IN_vod is set to true, then the Account is required to have an Opt in Multichannel Consent record.

Solution:

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

Thank you