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Why are All CRM Products (Including CRM Detail Groups, CRM Product Groups) or Surveys or Directories or CRM Content Types Inactivated in Veeva Vault?

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Overview:

Why are All CRM Products (Including CRM Detail Groups, CRM Product Groups) or Surveys or Directories or CRM Content Types Inactivated in Veeva Vault? CRM Vault Metadata Sync is in use.

Root Cause:

Consider CRM Products as an example. In the event, the Product Sync checkbox is unchecked in the CRM Vault Metadata Sync tab, is saved, the next incremental sync or Force Full Refresh run from the CRM Vault Metadata sync tab results in inactivating all CRM Products (crm_product__v), CRM Detail Groups (crm_detail_group__v), CRM Product Groups (crm_product_group__v) in Vault.

This CRM side change cannot be seen in the relevant CRM Org record in Veeva Vault.

This behaviour is working as designed, and is applied to the Survey (survey__v), Directory (directory__v), Content Type (crm_content_type__v) objects in Vault. As another example, unchecking the Survey Sync option deactivates all Survey records in Veeva Vault after a new sync runs.

In the event, the Vault Connection is entirely deleted from the CRM Vault Metadata Sync Tab, the CRM Vault Metadata checkbox on the relevant CRM Org record is unchecked automatically, and all records - Not just CRM Products, CRM Detail Groups, CRM Product Groups, but Surveys, Directories, Content Types, meaning any records which were synced from CRM, using the Metadata Sync feature - are inactivated in Vault.

In the case of both of these inactivation scenarios, there is an informational message warning the end-user of the potential consequence.

Solution:

Verify whether CRM Vault Metadata Sync is supposed to be turned off from a business perspective. In case, the sudden record inactivation is considered unexpected, perform the following steps as verification and resolution:

  1. In Veeva Vault, Check the associated CRM Org lookup record of the inactivated records, in the event the CRM Metadata Sync Checkbox is unchecked -> log into this particular Veeva CRM Org -> Verify if the appropriate and valid Vault Connection of the CRM Vault Metadata Sync tab exists. Make sure there is a valid CRM Integration User set up as well.
  2. In the event, the Vault Connection exists, the CRM Integration User is set up appropriately, verify that the Product Sync or Survey Sync or Directory Sync or Content Type Sync options are enabled. If the required option is not, enable it.
  3. Perform the Maintenance steps in the CRM Vault Metadata sync tab described in this article: How to Perform a Complete Maintenance Refresh of Multichannel CLM/Approved Email/Engage Content in Veeva CRM / Veeva Vault?

Related Documentation:

CRM Help Documentation:

Vault Help Documentation: 

Knowledge Article:

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