Question:

Why is a sample eligible state license in Network not updating to an address in CRM for US accounts?

Answer:

In order to provide samples to US Health Care Professionals (HCPs) during calls, the HCP must have a state license that:

1. Is issued by the same state as the address for the HCP where the HCP would receive samples.
2. Is not expired.
3. Is a sample eligible license - for instance, Registered Nurse (RN) licenses are not sample eligible licenses because RNs cannot be sampled.

State licenses and all of their necessary data (license number, expiration date, etc.) are stored in Network and should update to CRM via the Network Bridge subscription. Instances where state licenses are not updating to an HCP's addresses can be caused by one or more of the following issues:

1. The state license is issued by a state other than the address for the HCP.
2. The Network field, License Type (license.type__v), does not have a value of 'STATE' populated.
3. The address in CRM is not complete; the address may be missing a value for State (State_vod__c).
4. The license in Network may not be set with 'Yes/True' ('Y') for the Best State License? (best_state_license__v) field.

Please bear in mind that in many cases, a state license is updating properly to an address in CRM but may still show as Sample Status = Invalid, and this can be due to one or more of the following reasons:

1. The HCP's account in CRM is not set as a prescribing account; examples could be a Business Professional or a Non-Prescribing Health Care Professional and will vary from Org to Org.
2. The HCP possibly does not have a medical degree that validates in the Sample Status (Sample_Status_veeva__c) field's formula.
3. The state license is expired.

Please note that Network also stores a Grace Expiry for state licenses that in many cases will extend a license's expiration beyond the normal expiration date. Out-of-the-box functionality for CRM does not utilize the Grace Expiry dates.

Related Documentation:

CRM Help Documentation: Licenses