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Veeva Product Support Community Guidelines

  • Updated

Tips for Posting to the Product Support Communities:

The Veeva Product Communities are available to Veeva Customers to post simple product questions or suggestions and receive quick responses. Veeva encourages community participation by all its partners and customers.

The following tips can be useful when posting to the community.

  1. Review the Product Support Community Guidelines.  This document provides an overview of how customers can share information, ask questions, and post to the Product Support Community.  Also, if you are a Developer, please refer to the Vault Developer Community Guidelines.

  2. A Support Portal account is required to post to the community. In order to create a post to the Product Communities, the user must have a Support Portal account and be logged into the portal using that account.

     

  3. Create a meaningful post title.  When adding a post to the community, please add the product name,  product area, and suggestion in the title of your post.

    Example format:    <Product> <Product Area> - <Subject or Title>


    Example title:      CRM Approved Email - Add feature X to product

  4. Search for an existing post before creating a new one.  Before you post to the community, do a search of the topic to see if anyone else has posted the same question or suggestion to the community.  To find community posts in a Support Portal search, enter the product name, product area, or title in the Search box and press the Enter key.

  5. Vote on a product suggestion.  Indicate your Vote on a favored product suggestion. Use the Vote indicator (up or down arrow) on a community post to indicate a preference for s suggested feature.  Or, a vote can be used to indicate that a question is important to many users.  The number of votes allows us to gauge the popularity of the post or requested feature.  See the following article for more information: 

    How to Create a Veeva Product Suggestion?

  6. There are four post indicators to identify the status of posts.  Veeva staff add a status indicator to clearly identify if a post has a response:

    • Implemented - The enhancement request is implemented in the product

    • Under Consideration - Veeva considers this a good enhancement idea, however, it is not currently targeted for a specific release. The Product Manager has marked this enhancement as "under consideration" for a future release.  A timeframe may or may not be specified.

    • In-Progress - A post is being responded to. In order to properly answer this post, we need more information or a question is being asked

    • Answered - A final solution or answer is provided


  7. When a response to a post is made by Veeva staff, their title is shown next to the responder's name to identify their position at Veeva.

  8. Veeva reserves the right to update post contents to clarify information or make it relevant and current.  We may need to change a title to make it more clear or to maintain the courteous nature of the community.

 

 

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