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:

Thank you