Question:

CLM or Engage Content-related issues can occur due to Veeva CRM and other miscellaneous issues. What are these common issues? What maintenance steps have to be performed which can potentially resolve the unexpected behavior of the CLM / CRM Desktop CLM / Engage For Portals / Cobrowse content?

Answer:

The purpose of this article is to gather all relevant maintenance steps, configuration issues, and scenarios to assist in troubleshooting content-related misbehavior. Note that these items below do not substitute coding issues.

Be sure that the following pieces of configuration exist in the Salesforce Organization:

• The Veeva User Permissions Apex class must be assigned to the relevant end-user and System Administrator Salesforce Profiles. 
• The Permission Set Support Veeva Setting must be enabled for the Organizational (Global) Veeva Setting and appropriate Profile Level Veeva Setting records.

On any of the following platforms, misusing and misconfiguration of Shared Resource Key Messages may cause unexpected behavior.

CLM on CRM for iPad (iPad / iOS)

1. Be sure to upgrade iOS to the latest available version.
2. Be sure to upgrade CRM for iPad (iRep), to the latest available version.
3. Be sure to download and use the Latest available Veeva Library Javascript package.
   https://developer.veevacrm.com/doc/Content/clm-v1.htm
   https://cdnmc1.vod309.com/clm/release/veeva-library.js
   
   
4. It is recommended to use the com.veeva.clm namespace for all Veeva Javascript API calls.
   
   
5. Run the CLM Maintenance Steps in the CLM Administration tab.
   How to Perform a Complete Maintenance Refresh of Multichannel CLM/Approved Email/Engage Content in Veeva CRM / Veeva Vault?
   
   
6. Be sure that the end-user has Read Field Permission on the iOS Resolution field of the Key Message, in case, HTML Content is to be rescaled. Ensure to select the appropriate value. It is recommended to test the HTML content with all three picklist options available, in the event of a rescaling issue.
   Displaying HTML Content on Large Screen Devices
   
   
7. Be sure that the Allow Insecure Local File Access Multichannel (Profile-Specific) Setting is enabled.
   
   
8. Be sure to enable the Veeva_Settings_vod__c, Multichannel_Settings_vod__c and Approved_Email_Settings_vod__c VMOC records where the value of the Device field is iPad.
   
   
9. After any configuration changes, be sure to Clear the Veeva Cache in CRM Online and Run Database Refresh on the offline device in use.
   How to Clear the Veeva Cache Manually in Veeva CRM?
   How to Refresh the CRM iRep Database - These steps apply to WinCRM as well.
   
   
10. Be sure to test the content on a Physical iPad, as on an iRep Simulator the content may behave differently.
    
    
11. It is recommended to test on a later Device model to the iOS policy accordingly.
    iPad iOS Support Policy
    
    
12. In the event of a scaling issue, ensure to check for hardcoded CSS and HTML attributes controlling the width and height of the content.

CLM on CRM for Windows (Windows Surface / Windows Desktop / Windows Mobile Devices)

1. Be sure to upgrade Windows to a later version. (1909 or beyond)
   
   
2. Be sure to upgrade to the latest Graphics Card driver version.
   
   
3. Be sure to upgrade CRM for Windows (WinCRM) to the latest available version. 
   
   
4. Be sure to download and use the latest available Veeva Library Javascript package.
   https://developer.veevacrm.com/doc/Content/clm-v1.htm
   https://cdnmc1.vod309.com/clm/release/veeva-library.js
   
   
5. The com.veeva.clm namespace must be in use for all Veeva Javascript API calls, in the event, WinCRM is the desired offline application.
   
   
6. Run the CLM Maintenance Steps in the CLM Administration tab.
   How to Perform a Complete Maintenance Refresh of Multichannel CLM/Approved Email/Engage Content in Veeva CRM / Veeva Vault?
   
   
7. Be sure that the Allow Insecure Local File Access Multichannel (Profile-Specific) Setting is enabled.
   
   
8. Be sure to enable the Veeva_Settings_vod__c, Multichannel_Settings_vod__c and Approved_Email_Settings_vod__c VMOC records where the value of the Device field is Winmodern.
   
   
9. After any configuration changes, be sure to Clear the Veeva Cache in CRM Online and Run Database Refresh on the offline device in use.
   How to Clear the Veeva Cache Manually in Veeva CRM?
   How to Refresh the CRM iRep Database - These steps apply to WinCRM as well.
   
   
10. In the event of a scaling issue, ensure to check for hardcoded CSS and HTML attributes controlling the width and height of the content. In the case of WinCRM, the iOS Resolution field of the Key Message object is irrelevant.

Note: Content code may need revision and optimization for Windows.

CLM on the CRM Desktop Application / Engage Participant Application

1. Be sure to upgrade Windows to a later version. (1909 or beyond is recommended), in the event the Windows Engage Host Application is in use.
   
   
2. Be sure to upgrade to the latest available Graphics Card driver version.
   
   
3. Be sure to upgrade the Veeva CRM Desktop app to the latest available version.
   Hosting an Engage Meeting Online
   
   
4. Be sure to upgrade the Veeva Engage Participant App to the latest available version.
   Joining as Engage Meeting as an Attendee
   
   
5. Be sure to upgrade to the latest available version of the Operating System which the Engage Participant App is installed on - Android OS, Windows, iOS.
   
   
6. Be sure to configure and install Microsoft Edge WebView2. The steps related to Microsoft Edge WebView2 are explained here.
   
   
7. Be sure to download and use the latest available Veeva Library Javascript package.
   https://developer.veevacrm.com/doc/Content/clm-v1.htm
   https://cdnmc1.vod309.com/clm/release/veeva-library.js
   
   
8. The com.veeva.clm namespace must be in use for all Veeva Javascript API calls in case the Windows Engage Application is in use.
   
   
9. Run the CLM Maintenance Steps in the CLM Administration tab.
   How to Perform a Complete Maintenance Refresh of Multichannel CLM/Approved Email/Engage Content in Veeva CRM / Veeva Vault?
   
   
10. Be sure that the Allow Insecure Local File Access Multichannel (Profile-Specific) Setting is enabled.
    
    
11. Be sure to enable the Veeva_Settings_vod__c and Multichannel_Settings_vod__c VMOC records where the value of the Device field is CRM Engage.
    
    
12. After any configuration changes, be sure to Clear the Veeva Cache in CRM Online.
    How to Clear the Veeva Cache Manually in Veeva CRM?
    
    
13. In the event of scaling issue, ensure to check for hardcoded CSS and HTML attributes controlling the width and height of the content. In case of the Veeva Engage Host Application on Windows, the iOS Resolution field of the Key Message object is irrelevant.
    
    
14. In the event there are content issues while using the Veeva CRM Engage Application, WinCRM can be used to potentially replicate the issue for debugging purposes, as both applications use the same platform.

Engage For Portals / Cobrowse Content

1. Be sure to upgrade the Web browser in use to the latest version.
   
   
2. Be sure to download and use the latest available Veeva Library Javascript package.
   https://developer.veevacrm.com/doc/Content/clm-v1.htm
   https://cdnmc1.vod309.com/clm/release/veeva-library.js
   
   
3. The com.veeva.clm namespace must be in use for all Veeva Javascript API calls in case of Engage For Portals / Cobrowse content.
   
   
4. Run the Maintenance Steps in the Engage Metadata Sync Administration tab.
   How to Perform a Complete Maintenance Refresh of Multichannel CLM/Approved Email/Engage Content in Veeva CRM / Veeva Vault?
   
   
5. Be sure that the Allow Insecure Local File Access Multichannel (Profile-Specific) Setting is enabled.
   
   
6. Be sure to enable the Veeva_Settings_vod__c, Multichannel_Settings_vod__c and Approved_Email_Settings_vod__c VMOC records where the value of the Device field is Winmodern and/or iPad.
   
   
7. After any configuration changes, be sure to Clear the Veeva Cache in CRM Online and Run Database Refresh on the offline device in use.
   How to Clear the Veeva Cache Manually in Veeva CRM?
   How to Refresh the CRM iRep Database - These steps apply to WinCRM as well.
   
   
8. In the event of scaling issue, ensure to check for hardcoded CSS and HTML attributes controlling the width and height of the content. In case of Engage For Portals / Cobrowse content, the iOS Resolution field of the Key Message object is irrelevant.

Related Documentation:

CRM Help Documentation:

• CLM Overview
• Using Shared Resources
• Veeva Support Policy
• CRM for iOS
• Displaying HTML Content on Large Screen Devices
• Hosting an Engage Meeting Online
• Joining an Engage Meeting as an Attendee

CRM Help Documentation Content Creation Guidelines:

• Creating CLM Content
• Engage Meeting CLM Content Creation Guidelines
• Security in Veeva CRM

Multichannel Developer Documentation:

• https://developer.veevacrm.com/doc/Content/clm-v1.htm
• https://cdnmc1.vod309.com/clm/release/veeva-library.js

Knowledge Articles:

• CRM Shared Resources are Not Working on an iPad
• What are the Differences Between Standard CLM Key Messages, Non-CLM Key Messages, and Shared Resource Key Messages in Veeva CRM?
• Are User Level Veeva Settings Supported in CRM?
• How to Perform a Complete Maintenance Refresh of Multichannel CLM/Approved Email/Engage Content in Veeva CRM / Veeva Vault?
• What are the Significances of the VeevaUserPermissions Apex Class and PermissionSet Support Veeva Setting in Veeva CRM?
• How to Clear the Veeva Cache Manually in Veeva CRM?
• How to Refresh the CRM iRep Database - These steps apply to WinCRM as well.