The following article details Frequently Asked Questions concerning Standard Metrics in Veeva CRM.
Veeva CRM has standard metrics for Call Channel, User Type, and User Country data. Standardizing a set list of picklist values allows Veeva to capture better insights through benchmarks built on consistent data across companies.
Standard values are required for the following fields:
- Call_Channel_vod on the Call2_vod object
- Country_Code_vod on the User object
- User_Type_vod on the User object
The following features are now available:
- Selecting a Call Channel - This functionality is currently supported for Online (Classic), iPad, iPhone, and Windows Tablet users. Online (Lightning) support is planned for future development.
- Auto-Populating the Call Channel - Admins can configure the Standard Metrics Call Channel field to auto-populate based on existing custom fields. This functionality is currently supported for Online (Classic), iPad, iPhone, and Windows Tablet users. Online (Lightning) support is planned for future development.
- Restricting Call Channels - Admins can disable unapproved Call Channels (Email, Chat or Text, Other) from the Standard Metrics Call Channel picklist. This functionality is currently supported for Online (Classic), iPad, iPhone, and Windows Tablet users. Online (Lightning) support is planned for future development.
- Requiring User Type and Country
FAQ: Selecting a Call Channel
| Question | Answer | ||||||||||||||
| What end-user permissions are required for Selecting a Call Channel? | For Selecting a Call Channel, at minimum, an end-user requires Edit FLS to Call_Channel_vod on the Call2_vod object. | ||||||||||||||
| Can Call Channel values be set as default? | Setting a default picklist value for Call Channel is unsupported. Additionally, triggers, flows, and/or workflows to set a Call Channel value are unsupported as well. | ||||||||||||||
| When and how are end-users prompted to select a Call Channel? | When users create a Call report from one of the following entry points, they are prompted to select a Call Channel before opening the Call report through the Accounts page (list view and table view), Account Details page, or the More Actions menu on the Account Details page. | ||||||||||||||
| When submitting a Group Call, will Call Channel be updated to Child Calls for attendees? | Child calls do not have Call Channel automatically populated unless Unique Activities is enabled and configured. | ||||||||||||||
| Can I prevent end-users from being prompted to enter a Call Channel? |
As of 22R1, Call Channel is a required Standard Metric. End-users will always be prompted to enter a value, however, administrators may utilize a custom picklist field for users with Auto-Populating the Call Channel. | ||||||||||||||
| Does Call_Channel_vod need to be added to Call page layouts? | The Call_Channel_vod field only needs to be added to page layouts for end-users to select a Call Channel value when using the Online (Classic) platform - except when Auto-Populating the Call Channel as later defined in these FAQs. | ||||||||||||||
| What are the standard Call_Channel_vod picklist values? |
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| Can the Call_Channel_vod picklist values be inactivated or edited? |
The Call_Channel_vod picklist values are hard-coded and cannot be translated, added to, or modified, with the exception of limited allowances for deactivating specific picklist values to restrict allowed Call Channels. Making changes to the picklist values outside of the allowed options for restricting Call Channels will result in sync errors for submitted Calls that cannot be resolved. |
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| When data loading Calls or using an integration process to load Calls, does the Call_Channel_vod field need to be populated? |
Values for Call_Channel_vod are only required upon submitting a Call. As long as the Calls are loaded in Planned or Saved status, Call Channel is not required in the data load or integration loading. If Auto-Populating the Call Channel is configured, Calls data loaded in Planned or Saved status will have their Call_Channel_vod field filled in based on the Call Channel Formula. Calls data loaded in Submitted status require that the Call_Channel_vod field value be included in the data being loaded. |
| Question | Answer |
| What is the Auto-Populating the Call Channel feature used for? | The Auto-Populating the Call Channel feature can be configured to minimize workflow disruptions for end-users. When properly configured, end-users will not be prompted to select a Call Channel value upon initiating a call. |
| What end-user permissions are required for Auto-Populating the Call Channel? |
For Auto-Populating the Call Channel, at minimum, an end-user requires:
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| In addition to end-user permissions, what else is mandatory for configuring Auto-Populating the Call Channel? |
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| Should Call_Channel_vod and/or Call_Channel_Formula_vod be placed on a Call page layout? | No; in fact, ensure the Call_Channel_vod and Call_Channel_Formula_vod fields on the Call2_vod object are not placed on Call2_vod page layouts when configuring Auto-Populating the Call Channel. |
| Why are end-users still being prompted for a Call Channel value when initiating a call and Auto-Populating the Call Channel is configured? |
The most common cause is that the user does not have the proper end-user permissions for Auto-Populating the Call Channel. |
| Can I use different fields for different end-users when configuring Auto-Populating the Call Channel? |
More than one custom field can be used to populate the Call Channel, however, the following should be noted:
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| Does Restricting Call Channels have to be configured in order to configure Auto-Populating the Call Channel? |
No; Restricting Call Channels does not have to be configured in order to configure Auto-Populating the Call Channel. |
| Does the Call_Channel_Formula_vod's formula respect values populated in the RESTRICTED_CALL_CHANNELS_vod custom Veeva Setting? |
The Call_Channel_Formula_vod's formula does not respect values populated in the RESTRICTED_CALL_CHANNELS_vod custom Veeva Setting. It is unsupported to have a formula that resolves to a Call Channel picklist value that is configured as restricted. |
| When data loading Calls or using an integration process to load Calls in a Submitted status, does the Call_Channel_vod field need to be populated or will the Auto-Populating the Call Channel feature resolve values automatically based on the Call_Channel_Formula_vod field? |
Calls that are data loaded or loaded through an integration process in a Submitted status will have to have the Call_Channel_vod field populated with a value; the Call_Channel_Formula_vod field will not properly resolve values for Call_Channel_vod in this scenario. |
| Question | Answer | ||||||||
| What is the Restricting Call Channels feature used for? | To ensure end-users are only presented with compliant Call Channel options, administrators can choose to disable the Email, Chat or Text, and/or Other Call Channels so they are not available for selection on the call report. | ||||||||
| What Call Channel picklist values can be restricted when Restricting Call Channels? |
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| How do you configure Restricting Call Channels for iOS and Windows Tablet end-users? | To restrict call channel options for iOS and Windows Tablet users, enter a double semicolon delimited list of the restricted options, without spaces, in the RESTRICTED_CALL_CHANNELS_vod Veeva Setting. The list must start with a set of double semicolons as well. The text in the RESTRICTED_CALL_CHANNELS_vod Veeva Setting must exactly match the API Name(s) of the Call Channels being restricted, and only the Call Channels listed above can be in the text. | ||||||||
| How do you configure Restricting Call Channels for Online (Classic) end-users? |
To restrict call channel options for Online (Classic) end-users, remove one or more of the three allowed picklist values (Email_vod, Message_vod, and Other_vod) from the picklist values available for the Call_Channel_vod field. Removing or modifying any other value in the Call_Channel_vod picklist is not supported. To maintain standardized, accurate data collection, all other picklist values are reactivated on a monthly basis. |
| Question | Answer |
| Why is Veeva CRM requiring User Type and User Country? | Veeva CRM is requiring User Type and User Country to provide customers with improved data and insights, better benchmarking ability, and access to downstream innovations. |
| What end-user permissions are required for Required User Type and User Country? | For instances when User Type and User Country were not preloaded by administrators, Edit FLS is enabled for end-users for both fields, and should not be removed, or end-users will not be able to successfully respond to the prompt to set their own values. |
| Why do end-users encounter an 'About You' window when logging into CRM for iOS, Windows Tablets, or the Windows CRM app? | End-users are prompted for User Type and User Country information when signing in if those values were not preloaded by their Org’s administrators. |
| What are the available picklist values for User Type? |
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| Can the User Type picklist and its values be edited? | User Type picklist values and field labels are hard-coded and must not be removed, translated, added to, or otherwise modified. Making changes to the picklist values will result in sync errors for the end-users. |
| Can a User Type and/or User Country value be set as a default? | There is no default value, and customer-configured default values are not supported. |
Related Documentation:
CRM Help Documentation:
- Veeva CRM Standard Metrics
- Selecting a Call Channel
- Auto-Populating the Call Channel
- Restricting Call Channels
- Requiring User Type and Country
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