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Veeva CSM Deep DiveCRM Enhancements 19R2

2Copyright © Veeva Systems 2019

Webinar Housekeeping

Microphones will be muted

throughout the webinar

Please use Q&A function to ask

questions

Questions will be answered at the

end of the presentation

We will share this presentation and the recording of

the webinar


Webinar Housekeeping

Microphones will be muted

throughout the webinar

Please use Q&A function to ask

questions

Questions will be answered at the

end of the presentation

We will share this presentation and the recording of

the webinar


Agenda

Objectives

19R2 Release Timeline

19R2 Enhancements

On By Default Matrix

Legend

Online

iPad

Windows

Orange = Applicable

Grey = Not Applicable

Features On By Default

Features Enabled By Configuration

O

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Light Orange = Parity item

iPhone

A Align

V Vault

! Action Required


Objectives• Provide a detailed explanation of new features in the latest Veeva CRM release that

may be of interest to our customers

• Details include:− Overview of how the feature functions− Business justification of why the feature was developed− Considerations for enabling the feature− Configuration notes for an overall sense of level of effort

• Discuss whether each new feature is suitable and value-add for our customers

Deep Dive makes the release notes more consumable and provides an opportunity for our customers to ask questions


19R2 Release Timeline

Full Sandbox Production

Friday, July 19th, 2019between 8 pm ET and 1 am ET

Monday, August 12th, 2019between 8 pm ET and 1 am ET

A sandbox refresh occurring between July 19th and August 12th will result in reverting the Sandbox org

BACK to Veeva CRM 19R1


Announcements• Territory Management 2.0 Update• Veeva CRM Mobile Deprecation• Lightning• FTP Connection Changes• Marketing Cloud Integration


Territory Management 2.0• Salesforce has announced Territory Management 1.0 (TM 1.0) will be retired in June

2020• All Veeva CRM customers will need to take action between the 19R3 release

(December 2019) and June 2020• Territory Management 2.0 has a new data model, so the transition will involve

customers re-loading their territory hierarchy and assignments into the new data model

• The new data model will also impact: − Customizations− Integrations− Custom MyInsights Reports− Data Load Processes− Sharing Rules− CLM Content− Account Page Layouts− Reports

!


TM 2.0 Timeline

Transition Period

Territory Management

1.0

Territory Management

2.0

June 202019R3

December 2019

6 months


How will Veeva help?

Territory Management 2.0

We are creating an assessment tool for our Services team to run against the metadata in Production environments

• Customer permission via email will be required to run the assessment – stay tuned for communication coming in the next few weeks

• The Assessment will not access any customer data• Veeva will not make any changes to customer environments• Once the assessment is run, Veeva will share results on the required changes to your org to support TM2.0

A migration guide will be published to help support customers’ efforts

Webinars will be hosted in August/September to make customers aware of the change, and tools and services available to support the migration

Veeva is actively engaged and communicating with our Partner Community

!


• Upon request, provide Veeva with your permission to run the assessment against your metadata in your production environment

• Begin analyzing your in/outbound custom integrations and dataload processes to determine if they are referencing the TM1.0 objects

• Do not migrate over to TM 2.0 prior to 19R3 (December) time period as Veeva CRM is not yet supported

• Register for 8/19 overview webinar: Learn about timelines and how Veeva will help you

What can customers do right now?

Territory Management 2.0 !

Territory Manageme

nt

2.0Territory

Management

1.0Territory

Management

2.0Retirement:

June 2020

https://veeva.zoom.us/webinar/register/WN_2Ji8-PgdRe2YjfLProviVw


• About TM2.0

• What’s New in TM2.0

• Differences between TM1.0 and TM 2.0

• TM2.0 Data Model

Resources

Territory Management 2.0

Contact your Account Executive, CSM or Services Representative with questions

!

Register for TM2.0 Webinar:

• North America August 19, 2019 |

10:00 a.m. PT / 1:00 p.m. ET (45 mins)

• EU August 22, 2019 | 4 p.m. CET (45

mins)

http://releasenotes.docs.salesforce.com/en-us/winter15/release-notes/rn_sales_territory_management_2_dot_0.htm

https://help.salesforce.com/articleView?id=000338786&type=1&mode=1

https://help.salesforce.com/articleView?id=Overview-of-differences-between-Territory-Management-1-0-and-Enterprise-Territory-Management-2-0&language=en_US&type=1

https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_erd_territory2.htm

https://veeva.zoom.us/webinar/register/WN_2Ji8-PgdRe2YjfLProviVw

https://veeva.zoom.us/webinar/register/WN_N8mkQQTTSuu9MtIXXV3ZUw


Veeva CRM Mobile Deprecation• Overview

− Because of incompatibility with Salesforce’s new Territory Management 2.0 model, the following platforms will no longer be supported as of June 2020:

• Veeva CRM Tablet Edition• Veeva CRM on Windows 8• Veeva CRM on Windows 10 builds prior to 16299 (Fall Creators Update, version 1709)

• Considerations− As part of TM 2.0 preparation, Customers should ensure their device fleet is no longer including those

devices which will become obsolete when TM 2.0 comes in – scheduled for June 2020

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Veeva CRM - Lightning Readiness

• What is Veeva CRM Lightning?

− Lightning Experience is Salesforce’s next generation UI for online users

• When will Veeva CRM Lightning be available?

− 19R3 release (December 2019)

• What is the benefit of migrating to Veeva CRM Lightning?− Lightning benefits Veeva Online users with an updated UI and navigation experience− New data visualization capabilities− Improved development tools



• Sandbox early adopter program open to all customers (during 19R2 timeframe)− By request and Sandboxes only− Veeva will support Classic and Lightning in the browser with existing UX patterns− Functional limitations will exist− No changes to Sunrise UI in iOS and Windows

• We certify that out of the box Veeva transactions work in a Lightning environment


• What does “Lightning Ready” mean for Veeva orgs:

− All required configuration changes will be automated by Veeva

− Gives customers the opportunity to invest in the Lightning Experience

− Classic will be supported as long as SFDC supports it

• What “Lightning Ready” will not do:− We do not force nor require customers to

enable Lightning− Tool will not touch custom

code/objects/controls – regardless of the creator



Veeva CRM - Lightning ReadinessHow Can Veeva Help with Lightning?

Out of Scope in Veeva Lightning Assessment

• Other Salesforce applications

• App Exchange or other third-party installed apps

Assessment Deliverables

• Requirement document with list of impacted components

• Recommended project plan

• Suggestions for change management

Veeva CRM Lightning Assessment

• Veeva Services engagement

• Includes Veeva CRM and all associated configuration and customization

To get started on your assessment, contact your Veeva Account Executive


FTP Connection Changes• Overview

− Salesforce recently announced their TLS 1.2 requirement beginning in September 2019− Aligns with industry best practices for security and data integrity− Beginning with 19R2, Veeva CRM will require TLS 1.2 for all FTP connections− Incoming FTP connections using TLS 1.1 or earlier will not be accepted

• Considerations− Areas of CRM Using FTP: CLM, MyInsights Fixed Reports (Sales Data), and Nitro

• Follow the instructions provided by the FTP client to configure the client to use TLS 1.2 encryption protocols

− TLS 1.2 is supported with the existing FTP infrastructure− See Salesforce Help for more information

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https://help.salesforce.com/articleView?id=000321556&type=1&mode=1


SalesForce Marketing Cloud Integration• Overview

− SalesForce Marketing Cloud has two types of installed packages:• Packages with enhanced functionality• Packages with legacy functionality

− Up to 19R2 Veeva only supported legacy packages, but Salesforce is dropping support for legacy packages on August 1, 2019

− Therefore, we need to support enhanced packages as part of 19R2

• Considerations− Although no longer supported, Customers with an existing integration using legacy packages will be fine

as it will continue to work− This is just for any customers setting up a NEW integration - After August 1st Customers will need to use

enhanced packages

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General

• Saving Passwords in iOS• Field Defaults Support• Sort Order When Editing Data• Currency Code Display• Mobile ID


Saving Passwords in iOS• Overview

− iPad and iPhone users can save their Veeva CRM username and password using iOS Keychain for quicker access when signing in

• Business Justification− Simplifies the sign in process by reducing risk of users being locked out of their org− Utilise native security protocols such as Touch ID or Face Recognition

Choose saved details

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On the first Login, select Save Password


• Considerations− Device platform must be running on iOS 12 or newer− Users must be able to enable Keychain in iOS− Evaluation will be required if utilizing tools such as AirWatch− Saved credentials will be accessible on other devices using the same iCloud account

• Device Setup− Select Settings > Passwords & Accounts > Toggle on AutoFill Passwords− Select Settings > Touch ID & Passcode (or Face ID & Passcode) > Authenticate > Toggle on Password

AutoFill− To enable Keychain

• Select Settings• Select Apple ID• Select iCloud• Select Keychain

Saving Passwords in iOS O

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Select Keychain > On


Field Default Values in iOS• Overview

− Veeva CRM now respects Salesforce field defaulting on the iPad and iPhone platforms

• Business Justification− Prepopulate field values with

defaults to save your users time and improve consistency

− Default field values make your users more productive by reducing the number of fields they need to fill in manually

Define Default Values for your Picklist

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Users can still choose other values as

required


• Consideration− When creating or Editing Object fields you are able to set the default values for the following types of

fields:• Checkbox• Currency• Date• Date/Time• Email• Number• Percent• Phone• Picklist• Text• Text Area• Time• URL

Field Default Values in iOS

Picklist Field Default

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Configuring a Default Value for a

Currency Field

Field Level Security

Page Layout Object Permission

Custom Settings

VF/Apex VMOCs Tab/Data

X


Field Default Values in iOS• Considerations

− If a default value is based on the value of a merge field, Salesforce uses the value of the merge field at the time the default value is executed. If the value of the merge field changes later, the default value is not updated

− Don’t assign default values to fields that are both required and unique, because uniqueness errors can result

− Default field values are different from formula fields in the following ways: they are only executed once, at record creation; they are not read only; and the user can change the value but cannot restore the default field value

− Since the default value is inserted before users enter any values in the new record, you cannot use the fields on the current record to create a default field value

− Record type default field values have precedence over an object’s default field values− To apply a different default value for different record types, use the record type as a merge field in a

CASE function within the default field value setup− Fields that are not visible to the user due to field-level security are still available in the formula for a

default field value

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Sort Order When Editing Data• Overview

− After editing data from a related list and returning to the original screen, the sort order is now respected

• Considerations− Inform users of this change as this may have been a pain point in the past for them

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Currency Code Display• Overview

− The currency code now displays alongside the currency name offline

• Business Justification− It will help end users find the currency more easily based on the alpha sorted code instead of the name

(i.e., CHF - Swiss Franc)

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AutoSync• General Overview• Manual Sync• Sync Widget


Autosync – Top Things to Know

1 2 3

Coming to iOS in 19R2

Automatically Enabled

Seamless for End Users

* iOS 11 is required

O

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Autosync Principles

Users with multiple mobile devices see their

data changes across devices

Users get immediate feedback about the data

they edited/created

User edited/created data on mobile device automatically syncs up to the online servers

O

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Components of Sync

Mobile DeviceCreate/Edit

Record Retrieval

App must be in the foreground

Autosync

Manual Sync

Sync Widget

O

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• The first time a user signs into Veeva CRM after the upgrade to 19R2, the device database is updated to work with Autosync

− There will be a popup indicating the application is being updated and the device database is updated to work with Autosync

• Users should not put the application in the background or exit the application during this update

• After the update completes, Autosync automatically begins to work

Upgrade Process

Autosync O

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Mobile Device Changes

Data Feed

Record A

Record A+Record A+

Record A+

Record A+

O

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Autosync Frequency

Clients immediately uploads record to online server

Client asks for all changes originating from any of the users devices30 secs*

Every Save/Submit

* Interval is subject to change based on server load.

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Manual SyncThe following data sets still require manual sync:

O

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Data changes made from online including integrations/territory

alignmentsMetadata changes

Veeva CLM and Approved Email content

Veeva CRM MyInsights Sales Data and Nitro

Data

Data changes made by other users


Sync Widget• Overview

− As a result of the AutoSync functionality, the number of pending transactions will no longer display on the iPad HomePage

− Please note the “Last Sync” DateTime corresponds to the latest incremental (i.e., manual) sync

19R1 19R2

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Account Management

• Clinical Trial Stakeholder Name in the Timeline


Clinical Trial Stakeholder Name in the Timeline• Overview

− We now display clinical trial records which are directly linked to the account via the lookup or indirectly via the Account Clinical Trial object

− No change to the UI but the change relates to the display logic

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Call Reporting• Call Objective Custom Lookups• Signature on Sync_vod (Sample Limits

and Inability to Clear Signatures)• Sample Lot Selection Color


Call Objective Custom Lookups• Overview

− Call objective custom lookups no longer display as read only when recording a call− This enables users to edit the data as required

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Signatures on Sync_vod• Overview

− Signature on Sync_vod is no longer supported− Autosync assumes all records are synced immediately, when sample limits are configured and samples

are selected on the call, users cannot clear a signature

User can no longer adjust the sample/BCR and allow the

practitioner to re-sign for the product once signature has

been captured

O

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Sample Lot Selection Color• Overview

− When selecting a sample lot on the Sample Selector screen, the background of the selected lot is now light blue

− The light blue background makes text easier to read

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19R1 19R2


Account Plans • Multiple SWOT & Goal Records


Multiple SWOT & Goal Records• Overview

− Allows users to create multiple SWOT (Strengths, Weaknesses, Opportunities, and Threats) Analysis and Goal records for a single account plan

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User can add multiple SWOTs when creating a plan

User can add multiple Goals when creating a plan


Multiple SWOT & Goal Records• Overview Continued

O

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SWOT and Goals will display with the other related lists

for Account Plans

Display more text of the SWOT Analysis and Goals

Users can create additional SWOT

Analysis and Goals if permissions are enabled


Multiple SWOT & Goal Records• Business Justification

− Allows multiple teams to easily contribute to a single Account Plan for an account and also provides flexibility for each team to have their own SWOT Analysis and Goals records; better cross-functional collaboration

− Can differentiate SWOTs and Goals by product, compound, or therapeutic area based on the products associated with the account

• Considerations− SWOT and Goals cannot be tied to a specific role for sharing and execution; this is visible to all those

with access to the account plan− Determine which users associated to the account plan can add/edit the SWOTs and Goals− SWOT and Goals can be used with export to PowerPoint the template must be updated to incorporate

the new objects− Be sure to enable the VMOCs so the end users can view the SWOT and Goal offline



Custom Settings


X X X X

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Surveys

For Survey Users:• Survey Target Home Page• Survey Target Creation Wizard• Create Button for Survey TargetFor Survey Designers:• 20 Answer Choices for Picklist and

Radio• 200 Characters for Picklist,

Multiselect, Radio• Resized Answer Choice Fields • Entire Answer Options String Display


Survey Target Home Page• Overview

− The Survey Target home page provides filtering capabilities

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Tap on the Filter icon to filter between external account surveys, user surveys, and

surveys expiring soon


Survey Target Creation Wizard• Overview

− The titles of the Survey Target creation wizard screens on the iPad and iPhone platforms provide guidance on what the user should do in that step

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Title instructs users on next steps


Create Button for Survey Target• Overview

− When creating a Survey Target from a Call Report online, the button labelled Search is now labelled Create

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Previously this button was labelled Search


20 Answer Choices for Picklist and Radio• Overview

− Survey designers can now add up to 20 survey answer choices for picklist and radio question types

O

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Up to 20 answer choices for picklist and radio

questions


200 Characters for Picklist, Multiselect, Radio• Overview

− Survey designers can create picklist, multiselect, and radio options with up to 200 characters, allowing more detailed answers

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Up to 200 characters can be added to answer choices


Resized Answer Choice Fields• Overview

− When a survey designer edits a survey question, answer choice fields dynamically resize to fit the text

O

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Resized answer choice field based on the text length


Entire Answer Options String Display• Overview

− When previewing questions from the Question Bank modal on the Survey Management screen as a Survey designer, answer choice options wrap to display the entire string

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Entire string is displayed


MyInsights • Default Landing page


MyInsights Default Landing Page for Veeva CRM• Overview

− The default landing page of Veeva CRM can be a MyInsights visualization to allow users to quickly plan relevant activities based on up-to-date information in the visualization

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The name of the default visualization displays as the leftmost tab in the Sunrise

bar. To view the Home Page, select the Classic tab in the

Sunrise bar



Custom Settings


X X


CLM

• CLM Visual Changes• Blur Effect on Slide Selector• X Icons in Manage My Presentations• Stacked effect for Required Slides• Find Presentation• Presentation Labels


CLM Visual Changes• Overview

− The highlighter pen, laser pointer, CLM control icons, and sub-presentation icon on CLM presentation thumbnails are now aligned with the Sunrise design

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19R1 19R2


Blur Effect On Slide Selector• Overview

− The slide selector is now semi-transparent with a blur effect

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19R1 19R2


X Icon in Manage My Presentations• Overview

− The X icon that removes a slide in Manage My Presentations is replaced with a dash (-) icon

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19R1 19R2


Stacked Effect for Required Slides• Overview

− Thumbnails for CLM presentations with sub-presentations of required slides now have a stacked effect

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19R1 19R2


Find Presentation• Overview

− While presenting CLM, users can now more easily navigate to a new presentation. The Find Presentation button will launch the regular media library

− Upon re-entering media library, any search, labels, etc. used earlier will be respected− All of the media library's functionality, including segments, views, filters, and search, can be used to find

and switch to a new presentation− This media library hides the presentation in use; Close button takes you back to the slide you were on

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CLM Presentation Labels• Overview

− Users can create and add labels to CLM presentations to organize their presentations and find them more quickly in their Content Library

− Custom labels are unique to individual users and are not shared between users− The user can create a custom label and apply the appropriate label to the corresponding presentations

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You can access/create or edit Labels by clicking on

the “Filter” menu

1. You can access/create or edit Labels by clicking on


2. Adding Labels can be done by clicking

on the menu button next to the CLM

presentation

3. Several Labels can be assigned to one CLM Presentation

1. You can access/create or edit Labels by clicking on



Approved Email • BEE Templates


BEE Editor Templates Available For Download• BEE Editor is an easy to use HTML email editor integrated to Vault that customers use

to create responsive Approved Email templates without HTML knowledge

• Turnkey BEE Editor templates created by Veeva agency partners* are now available for starting Approved Email quickly and efficiently

• Download the templates and start using them today!− BEE Templates in Vault Help Guide− BEE Templates in CRM Help Guide

• Additional BEE resources:− Using the BEE Email Template Editor− BEE Editor Support

*Veeva agency partners Abelson Taylor and Concentric Health Experience

http://vaulthelp2.vod309.com/wordpress/applications/promotional-materials-edition/approved-email/bee-email-template-editor/

http://vaulthelp.vod309.com/wordpress/applications/promotional-materials-edition/approved-email/bee-email-template-editor/

https://support.beefree.io/hc/en-us/categories/360000501891-Using-the-editor

66Copyright © Veeva Systems 2019Copyright © Veeva Systems 2019

BEE Templates Available

Features:

• Simplicity of the BEE editor

• Quality email content up and running in minutes

• Variety of template topics and designs

General - CustomOpen-ended template

Basic foundation

Thanks for StoppingThank you follow-up for

booth visitors

Sorry I Missed YouSimple template for

missed HCP connection

HCP Meeting ConfirmationConfirm meeting

date & time

Survey Follow-UpBasic template for

sending survey or other link

General Intro or Announcement

Alert HCPs to approved product or make intro

Conference InviteBasic email inviting

HCP to customer’s booth

Post-Call Follow-UpBasic template for post-call email plus send materials


Order Management

• Selecting Wholesaler Best Pricing / List Price

• Entering Quantities Directly in Mass Order Entry

• Multiple Product Selection


Selecting Wholesaler Best Pricing / List Price O

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W• Overview− List prices may be different for each product and each wholesaler; CRM displays a list of

wholesalers associated to the account who can fulfil the order with the best price for the product

Different Wholesalers with the relative List Price appears for the

selected SKU


Selecting Wholesaler Best Pricing / List Price



Custom Settings


X X X

O

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W• Business Justification− This feature ensure users are providing accounts with the lowest price for a product when

capturing an order

• Considerations− List prices are created for each product and wholesaler. The wholesalers are associated to an

account− When placing an order for that account, wholesalers display alphabetically based on their ability to

deliver the product− When a user enters the quantity for a product, the delivery is automatically allocated to the

wholesaler with the lowest list price


Direct Entry From the Product Selector• Overview

− Feature released in May as part of 19R1.10 patch release− Users can directly enter a quantity from the Product Selector by tapping on the product Name

• The validation of the entered quantity automatically adds the product as an Order Line andremoves the product name from the search

− Users can still select multiple products via the checkboxes from the Product Selector and add themto the Order Lines via the Add Selected button

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Direct Entry From the Product Selector• Business Justification

− For customers using Order Management, identifying quickly which products to negotiate is key

• Considerations− This feature replaces the former Mass Add Products functionality on Windows, which should now

be disabled

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https://crmhelp.veeva.com/doc/Content/CRM_topics/Activities/Order_Management/OrderEntry/MassAddProducts.htm


Multiple Product Selection O

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W• Overview− Users can now select multiple products and add them to the Order Line more quickly− This feature replaces Mass Add for Windows users

• Business Justification− This feature allows users to speed up the product selection and improves the usability

All Products can now be selected at once and added to the

order line

EU Key Upcoming Events


Connect with peersand experts

Gather top leaderperspective

Hear latest technologyinnovations

1,200 Professionals

Register Now!

3-5 December 2019 | Palau de Congressos de Catalunya | Barcelona

© Copyright 2019 Veeva Systems Inc. All rights reserved

Upcoming CRM Veeva & U

Sessions

§ Tuesday, 24 September 2019: Engage Meeting

§ Tuesday, 15 October 2019: Align –Enabling Decision Support

§ Tuesday 5 November 2019: Key Account Management - Action Items, Hierarchy

§ Link to the Veeva & U CRM Hub

https://veeva.zoom.us/webinar/register/WN_h2norsFwT3yH71sVk8-DHw

https://veeva.zoom.us/webinar/register/WN_iYwprcl5SlG6E5tgaWqM2A

https://veeva.zoom.us/webinar/register/WN_W61aOVsuSVOtdNyBg1X5Bg

https://www.veeva.com/eu/commercial-hub/crm-innovation/

© Copyright 2019 Veeva Systems Inc. All rights reserved

Upcoming Vault Veeva & U

Sessions

§ Wednesday, 11 September 2019: Utilizing Templates in Vault

§ Thursday, 17 October 2019: Implementing a Content tagging strategy

§ Wednesday 13 November 2019: Introducing MedComms Medical Inquiry Management

§ Thursday 12 December 2019 : Vault “PromoMats Best of 2019”

§ Link to the Veeva & U Vault Hub

https://veeva.zoom.us/webinar/register/WN_F24wwp-mQlumn_Bjo8BWcg

https://veeva.zoom.us/webinar/register/WN_V3wlMxq-QzyDo3hFt7GVHQ

https://veeva.zoom.us/webinar/register/WN_E-QS4A3GQBS9zSmLLXMvnQ

https://veeva.zoom.us/webinar/register/WN_WHI85XrIQ8WlCpUXd6rugg

https://www.veeva.com/eu/commercial-hub/vault-promomats/

US Key Upcoming Events

Fall Community Forums

Join your peers and industry experts for a half-day of networking to share industry challenges and best practices.

Highlights include:• Networking based on relevant business cases• Interactive deep dives featuring Veeva product experts

Locations/dates:• Cambridge, MA (CRM, Vault): Tuesday, September 17• Whippany, NJ (CRM, Vault, Network): Thursday, September 19• Radnor, PA (CRM): Tuesday, September 24• Wheeling, IL (CRM, Vault): Thursday, September 26

Interested in attending? Contact your customer success manager for more information.

Thank you

Appendix


Autosync• Overview

− Autosync ensures data created by CRM users is quickly synced from offline devices to the online server so critical information is immediately available to drive decisions made through reporting and analytics

− With Autosync, all records for all objects to sync automatically• This includes all Veeva objects, custom objects created by customers, submitted records, and saved records

− Autosync includes the following: • Any data created or edited on the mobile device is synced with the online servers as soon as possible • Users get immediate feedback on data they are creating and editing, so they quickly receive new information and can

take action • Users with multiple mobile devices immediately get mobile changes across all their devices

• Business Justification− Improves the User-experience by reducing the need to manually sync data− Reduces the risk of data loss to your organization in case the mobile device is stolen or the user leaves

the organization without returning the device, as all data is readily synced across all devices and relevant servers

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Autosync• When a record is saved, it is immediately added to the upload queue

− If there is internet connectivity, the record is immediately uploaded to the online servers

• During the sync-process, the application needs to remain in the forefront • If there is no internet or the application is put in the background before it is

uploaded, the records stay in the upload queue− When internet connectivity is re-established, the application immediately uploads items in the queue− This is done in a first-in, first-out manner

• When saved online, Salesforce runs all its normal save logic− If a validation rule error occurs, this goes back to the device as a sync error

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Autosync• Mobile devices retrieve Autosync transactions from the Autosync data feed

− Autosync transactions are user specific, meaning an Autosync transaction made by a user can only be retrieved by that user on any of her mobile devices

• All records successfully uploaded as a part of the save, are queued to the data feed− This happens immediately after the save completes− If the record saved was a child record, the corresponding master record is also queued to the data feed

(any updates to that record, such as the rollup field calculations, are available)

• In rare cases, the same record may be edited on multiple devices at the same time − Veeva CRM ensures changes from users in the field on their mobile devices on these objects win over

any changes made online (because field users have the most up to date information)• If a Call is Submitted and then edited on another device, a duplicate Call is created with the edited information • If the same Order/Inventory Monitoring is Submitted and then edited on another device, the edits are discarded

− In the case of different devices - for most objects, the device which saves first wins• When edits are made, the previous value and the new value of the fields that changed are uploaded to the server • Before the online save happens, the application checks whether the previous value in the edit matches with the

current value online - if the values are different, a sync error occurs • For the special objects (see previous slide), when edited/saved, the entirety of the records are uploaded to the server

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Autosync• As long as there is an Internet connection, mobile devices will check for new data

every 30 seconds − If new data is present, it is downloaded to the device - once downloaded to the device, the system only

merges newly downloaded data when it is safe to do − Data is only merged if and when all related data is available (ex. all order lines for an order are

downloaded) − Data is not merged while a user is actively using the record (ex. user is editing or viewing the record) − When the user leaves the edit/view page, data is merged and the next time the user views/edits the

record, it is updated − If there is a pending upload for a record, Veeva discards the downloaded record: this means there is a

more recent update on the mobile device

• The following data sets still require manual sync: − Data changes made from online, including Integrations/Territory Alignments and Metadata changes − Veeva CLM and Approved Email content − Veeva CRM MyInsights Sales Data and Nitro Data

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Autosync• Considerations

− For Autosync to work, no configuration is needed− For the 19R2 release, Autosync is only available for IOS

• Requires iOS 11 or later - and 64-Bit iPads (excluding iPad 4 and older) • Windows device Autosync to follow in future release

− After upgrading an application to 19R2, it should not be downgraded to 19R1, as this could cause database corruption issues

− Apex code using the future method and changes made by workflow updates may not come down, as those changes are not immediately made when data is saved

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veeva csm deep dive...− incoming ftp connections using tls 1.1 or earlier will not be accepted •...

Documents