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What are the Most Common Unsupported Pieces of Consent Capture Configuration in Veeva CRM?

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Question:

What are the most common unsupported pieces Consent Capture of configuration in Veeva CRM?

Answer:

The following Consent Capture configuration scenarios can cause unexpected behavior. The article provides guidance about how to properly set the scenario up in Veeva CRM in the event it is applicable.

Scenario 1: Multiple Consent Types having the same Record Type are under the same Consent Header.

Solutions:
Instead, of using the same record type several times, it has to be used once. In the event it is required to use it more than once, the consent type must be configured under a new Consent Header. Optionally, the Channel Source field values may be added for the same Consent Type. They have to be separated by double semi-colons.
If the Consent Types must belong to one particular Consent Header, another option is to create custom Record Types on the Consent Type Object and the Multichannel Consent object and associate each Consent Type with one Custom Record Type. Each Consent Type may have its own Channel Source(s).

Scenario 2: Consent Lines having the Sub Channel record type are under a Consent Type having the Approved Email record type. The Consent Lines may have the Sub Channel related fields populated.

This configuration is not advised. The Approved Email Consent Validation logic does not respect Sub Channels.

Solution: In the event, the Consent Type has the Approved Email record type, remove the Consent Lines having the Sub Channel record type. Moreover, remove the Sub Channel field values.
Consent Lines having the Product and Content-Type record types are supported in this scenario.
Sub Channels are supposed to be used in Consent Types having custom record types.
This is also described in Can Approved Email and CLM be Used with Sub Channels in the Consent Capture Functionality of Veeva CRM?

Scenario 3: The Double Opt-in or Consent Receipt Email Confirmation Templates contain the {{unsubscribe_product_link}} token.

This configuration may cause unexpected behavior.

Solution: Remove the {{unsubscribe_product_link}} token from the Email confirmation / Receipt templates. Unsubscribe is not usable together with the Multichannel Routing configuration.

Related Documentation:

CRM Help Documentation: 

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