Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems

 
Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
Veeva CSM Deep Dive
  CRM Enhancements 19R3

                          • Version 1.0
Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
Webinar Housekeeping

Microphones will                                 Questions will be   We will share this
                   Please use Q&A
   be muted                                      answered at the     presentation and
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throughout the                                     end of the        the recording of
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                              Copyright © Veeva Systems 2019                              2
Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
Agenda
                                                                  Legend

                                                         Features On By Default
                                                         Features Enabled By
     Objectives                                          Configuration

19R3 Release Timeline
                                                   O     Online                iPhone
19R3 Enhancements                                   I    iPad              A Align
                                                  W                        V Vault
     Resources                                           Windows

  Upcoming Events                                        Orange = Applicable

                                                         Grey = Not Applicable

                                                         Light Orange = Parity item

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Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
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

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Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
19R3 Release Timeline

       Full Sandbox                                                         Production

    Friday Dec 6th, 2019                                               Friday, Jan 10th, 2020
between 8 pm ET and 1 am ET                                         between 8 pm ET and 1 am ET

         A sandbox refresh occurring between December 6th and January 10th will
              result in reverting the Sandbox org BACK to Veeva CRM 19R2

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Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
• Territory Management 2.0 Update
                       • Lightning Readiness
Announcements          • Salesforce Custom Settings - Critical
                         Update
                       • Apple Deprecation of UIWebView
                       • Downgrading Veeva CRM app

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Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
TM 2.0
• Salesforce.com is deprecating Territory Management 1.0 (TM 1.0) in June 2021
• All customers must migrate to Territory Management 2.0 by June 2021
                   19R3
               January 2020                                       June 2021

           Territory                                                           Territory
          Management               Transition                                 Management

             1.0                     Period                                     2.0
                                       18
                                      months
   Veeva is recommending all customers migrate to TM 2.0 right away as to not
              increase remediation efforts which will incur over time
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Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
Customer Transition Phases to TM2.0
                  1                                                2                                    3
        Assessment*                                   Remediation                                 Migration

• An impact assessment report for              • Configurations and code                • Contact Veeva Support to enable
  each org has been created to                   identified by the impact                 TM2.0
  identify configurations, reports,              assessment must be                     • Approximately 48 hours of
  and custom code affected by the                appropriately modified and               downtime will occur during the
  transition to TM2.0                            tested by admins                         migration
• Not included in Assessment:                                                           • During this window, all migration
    •   Managed applications                                                              steps should be completed
    •   Integrations with applications
        outside of Veeva CRM
                                                                                        • Restore system access to end-
    •   CLM content and custom MyInsights                                                 users
        visualizations referencing territory
   *If you have not received your assessment, please contact your Account Executive or
                           email customersuccess@veeva.com
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Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
TM2.0
                         Veeva Version and Device Requirements
• In order to use TM2.0, all mobile users must be on Veeva CRM 19R3 or later

• Users of earlier versions will be unable to sync

• The following Veeva mobile clients are deprecated in orgs using TM2.0:
   −   Blackberry
   −   Tablet
   −   Windows 8
   −   Windows 10 on builds prior to 16299 (Fall Creators Update, version 1709)

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Veeva CSM Deep Dive CRM Enhancements 19R3 - Version 1.0 - Veeva Systems
Veeva CRM Lightning Ready in February 2020
• What is Veeva CRM Lightning Ready?
   − Lightning Experience is Salesforce’s updated UX with a focus on usability and efficiency
   − A Veeva CRM upgrade that ensures existing functionality renders in Salesforce Classic and the Lightning
     Experience

• When will Veeva CRM Lightning be available?
   − 19R3 patch release (February 2020)

• What is the benefit of transitioning to Veeva CRM Lightning?
   − Lightning offers a much better UX with a focus on the business process rather than data entry
   − Lightning is where SFDC is innovating
   − As part of the 'Lightning Ready' upgrade, Veeva will begin to provide support for Salesforce Files
   − Lightning Business App templates will be available for online personas (Veeva Roadmap)

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Veeva CRM Lightning Ready in February 2020

• What does “Lightning Ready” mean                         • What “Lightning Ready” will not do:
  for Veeva orgs:                                                   − We do not force nor require customers to
   − All required configuration changes will be                       enable Lightning
     automated by Veeva                                             − Tool will not touch custom
   − Gives customers the opportunity to invest                        code/objects/controls – regardless of the
     in the Lightning Experience                                      creator
   − Classic will be supported as long as SFDC
     supports it

                                          Copyright © Veeva Systems 2019                                          11
Salesforce Custom Settings - Critical Update
• Salesforce has announced they will automatically enable the setting “Restrict
  access to custom setting”

• Sandbox orgs with be upgraded starting on January 3, 2020

• Production orgs will be upgraded in February 2020

• 19R3 provides the required code changes to support this critical update

  Veeva 19R3 release will be released to SBX and PROD prior to SFDC's release
                              of the critical update
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Apple Deprecation of iOS UIWebView
• With the iOS 12 release, Apple has officially deprecated UIWebView which is
  currently used by some customers for their CLM Content
• Once Apple removed UIWebView, all CLM content on Veeva CRM will use
  WKWebView by default
• Veeva has supported WKWebView through a configuration since the release of iOS
  10
• Veeva CLM WKWebView Evaluation Version is currently available
• We recommend customers and their agencies to review all HTML CLM content
• Veeva will end support for UIWebView with our 20R2 release

                                 Copyright © Veeva Systems 2019                    13
Downgrading Veeva CRM app                                                                               !
• Summary:
   − 19R3 includes a file structure update within the app for security purposes

   − As a result the app cannot be downgraded from 19R3 to 19R2 – instead it must be deleted and
     reinstalled

• Impact considerations:
   − If using MDM to manage Veeva CRM versions, ensure MDM has current version once 19R3 is deployed

   − If planning for any testing in full sandbox before 19R3 goes to production be aware that switching from
     19R3 version back to 19R2 will require deleting and reinstalling app
       • Example: Testing team is simultaneously regression testing 19R3 features and functional testing for an internal Dec
          13 release (which will still be on 19R2) so testers must delete app and reinstall after regression testing before
          attempting functional testing

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• Offline Related Lists Show All Records
General          • Lightning Spinner Displayed
                 • OAuth 2.0 Authentication for Veeva CRM

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Offline Related Lists Show All Records                                                                         O
                                                                                                                           I
• Overview                                                                                                                 W
   − Related lists on offline devices now display all synced records. If a column in a related list is a
     lookup field and the referenced data for a record is not synced to the device, the value for the
     record displays as Not Available
   − This improves offline the full visibility of all (activity) data of customers

                                                                                                       Email Template
                                                                                                   became inactive after
                                                                                                     the email was sent,
                                                                                                   and not synchronized
                                                                                                    to the iPad anymore

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Lightning Spinner Displayed                                                     O
                                                                                                          I
• Overview                                                                                            W
   − A Lightning Spinner displays an animated spinner image to indicate that a feature is loading.
     This component can be used when retrieving data or anytime an operation doesn't
     immediately complete
   − Lightning Spinner is also shown when using Salesforce Classic mode

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OAuth 2.0 Authentication for Veeva CRM                                     O
                                                                                       I
• Overview                                                                         W
   − Veeva CRM supports OAuth 2.0 integration for authentication
   − This allows users to use their company credentials to sign into Veeva CRM
   − Admins can configure OAuth 2.0 for all users or for specific user profiles

• Overview for iOS
   − Veeva CRM on iPad or iPhone with OAuth 2.0 support, must be
     deployed via a Mobile Device Management (MDM) solution
   − Users can switch Orgs while OAuth 2.0 is enabled

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OAuth 2.0 Authentication for Veeva CRM                                                                O
                                                                                                                  I
• Business Justification                                                                                      W
   − Improved ease of use and speed: users do not have to remember Veeva-specific credentials
     anymore and use their company login credentials instead

• Considerations
   − Any identity provider supporting the (1) OpenID Connect protocol and (2) having a working
     integration with Salesforce is supported, such as Google and Okta
   − Integration users for scheduled processes such as Approved Email, CLM, Engage, MCCP, etc.
     should not have OAuth enabled
   − For users who are capturing consent, the lock icon on consent capture screens do not display

          Field Level                   Object           Custom
                        Page Layout                                             VF/Apex   VMOCs   Tab/Data
           Security                   Permission         Settings
                                                             X                                       X

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• Dynamic Attributes
Accounts          • Veeva Oncology Link Integration

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Dynamic Attributes                                                  O
                                                                                                               I
     • Overview                                                                                            W
           − Allows business admins to create, update, delete Account-specific attributes to to capture
             information quickly
           − No SFDC admin rights necessary
           − Account data model untouched

Dynamic Account characteristics:
• Visually part of Account screen,
   stored in separate object
• All major data types supported
• Audit trail available for *every*
   Dynamic Attribute

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Dynamic Attributes for Accounts                                                          O
                                                                                                                I
                              Field Creation
                                                                                                            W
                                                               Fields defining the
                                                                Attribute Details

                                                                                     Sort Order Field is
                                                                                     an alphanumeric
                                                                                           value

Supported field types

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Dynamic Attributes for Accounts                                                                 O
                                                                                                                      I
• Business Justification                                                                                          W
   − Brings flexibility to the process by eliminating the need to wait for specific release cycles
   − Allowing business admins to create dynamic attributes removes the burden from the IT Team
   − Some use cases for which Dynamic Attributes would be useful:
       • Feedback from Marketing Campaign
       • Quick survey/profiling question
       • Metrics to be gathered as part of a new launch where high reactivity is required

                                                                                            Dynamic Attributes
                                                                                              appear on the
                                                                                             Account Profile

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Dynamic Attributes for Accounts                                                           O
                                                                                                                      I
• Considerations                                                                                                  W
   − Not supported: required fields, related lists, validation rules, translations
   − Do not display on the Account Preview screen
   − Records cannot be created/edited online
   − Configuration records cannot be edited while in Active status
   − Configuration record types cannot be updated after being saved. If a change to record type is required, a
     new attribute must be created
   − Only Attribute records of type “Checkbox” support read-only
   − Changes to a user’s edit permissions on a Dynamic Attribute are applied to end users’ orgs when they
     sync

          Field Level                     Object           Custom
                          Page Layout                                             VF/Apex   VMOCs   Tab/Data
           Security                     Permission         Settings
              X               X             X                                       X         X        X

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Dynamic Attributes for Accounts                                                                                   O
                                                                                                                                        I
• Data Governance Considerations                                                                                                    W
   − As soon as “Dynamic Attributes” are no longer needed, Business Users should be educated to set the
     “Status_vod” field to Inactive (this will prevent the end user from continuing to populate the attribute)
   − In case of global use
       • Since values cannot be translated, Dynamic Attributes need to be created in local language (i.e., 2 in CH for instance)
            • The “Product”, “Detail Group” or “Sharing Group” field can be used to ensure users only have access to the
               Dynamic Attributes which apply to them
            • In a multi-country environment, you may want to add the Country Code to the Dynamic Attribute name to make
               it unique to this Country
            • Have a central governance team in place to assess each requirement to see if it should be configured globally
       • Reports should be created to list Dynamic Attributes and identify those no longer required/not used (please note new
         Report Types need to be created)
   − Be mindful of the below when using the “track changes” field
       • It could result in a significant volume of data being generated
       • It shouldn’t be used in case integrations are in place as it would create new records
• Training Considerations
   − Train Business Admins on the field naming convention when using the “Product”, “Detail Group”… fields
   − Train Business Admins on how to check on existing Dynamic Attributes before creating new ones

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Veeva Oncology Link Integration                                                                O
                                                                                                                           I
                                                                                                                       W
• Overview
   − Accounts associated to a designated KOL list will have a custom link included on the Account profile providing
     a quick and easy way to open Veeva Oncology Link profiles directly in CRM
• Business Justification
   − Provides users with an easy way to see more detailed information about KOLs that is not stored in CRM,
     such as, publication details or clinical trial participation
• Considerations
   − Must be subscribed to Oncology Link
   − Requires an internet connection

          Field Level                     Object           Custom
                          Page Layout                                             VF/Apex   VMOCs   Tab/Data
           Security                     Permission         Settings
              X

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Call Reporting          • Action Items on Call Reports
                        • Call Location

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Action Items on Call Report                                                                                       O
                                                                                                                                                  I
• Overview                                                                                                                                    W
   − Key Account Managers (KAMs) and Account Plan team members can now access a list of available
     Action Items on the Call Report to complete without having to go to the Account Plan to mark complete

                                                                                          When the Call is saved or submitted, the Action
                                                                                         Item record is stamped with the following values:
                                                                                         • Status – Completed
                                                                                         • Completed Date – Call Date
                                                                                         • Completed By – Current user
                                                                                         • Call – Current Call

         Action Items display based on these conditions:
     •   Assignee is empty or is set as the current user
     •   Status is not Completed
     •   Start Date is empty or is on or before the Call Date
     •   Due Date is empty or is on or after the Call Date
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Action Items on Call Report                                                                   O
                                                                                                                          I
• Considerations                                                                                                      W
   − For group calls, if the Action Item is linked to a business account, it displays on the call for the business
     account. If the Action Item is linked to an attendee, it displays on the child call
   − Action Items are sorted and displayed by the item name, in ascending order. The list is refreshed
     automatically based on the Account Plan selected, when the Call Date is changed, or as Attendees are
     added or removed
   − Available Action Items display for accounts on the Call for all available Account Plans if the Account is
     the main Account on the plan, or the Account is a Key Stakeholder
   − When users select an Account Plan, all additional Action Items for the Account Plan display and any
     Action Items that are not linked to Attendee Accounts are removed

• Prerequisites
   − Enable Adding Action Items for KAMs. Ensure the Action_Item_vod object is referenced in the
     Account_Plan_Object_Hierarchy_vod Veeva Setting

          Field Level                   Object           Custom
                        Page Layout                                             VF/Apex   VMOCs   Tab/Data
           Security                   Permission         Settings
              X             X             X                  X                              X

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Call Location                                                                O
                                                                                                                             I
  • Overview                                                                                                             W
        − The Location field is editable if it contains only BRC products or if sampling in state that does not
          require a state distributor license. Otherwise, the Call Location is locked for auditing purposes

    Location field on the call                                                     Location field in this example is
  report is still editable after                                                     not editable after signature
   signature capture for BRC                                                        capture for Ohio which does
samples or no state distributor                                                   require a state distributor license
        license required

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Call Location Stamping                                                         O
                                                                                                                  I
• Overview                                                                                                    W
   − For auditing purposes, when a signature is captured, the Call Location is stamped on the Call Report
     when the call is saved (via a new field, Location_Text_vod, in the Call object)
   − When the call is saved, the text value of the selected location is stamped on the call report
• Considerations
   − This new field should not be displayed on the call report

          Field Level                   Object           Custom
                        Page Layout                                             VF/Apex   VMOCs   Tab/Data
           Security                   Permission         Settings
              X

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• Slide Transition
CLM          • Deselecting Previously Selected
               Directories and Labels
             • Weighted Search in CLM
             • CLM Filtering Using Presentation
               Attributes

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Slide Transition                                                                   O
                                                                                                                        I
• Overview                                                                                                             W
   − Users can now transition between slides via the next and previous slide navigation buttons without
     disabling the laser pointer or highlighter pen. When the laser pointer or highlighter pen is active, swipe
     and all other actions remain disabled
• Considerations
   − Highlighter or laser pointer needs to be enabled

                                                                                                        Next and
                                                                                                      Previous Slide
                                                                                                       Navigation

                                Once highlighter/laser is active,
                                moving to the next slide does not
                                  disable the highlighter/laser

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Deselecting Previously Selected Directories and Labels                                                           O
                                                                                                                     I
 • Overview                                                                                                      W
    − Users can now deselect previously selected labels and directories in the filter modal. Users can expand
      or collapse directories using the arrow icons

                                                                              Selecting a directory and
                                                                             expanding the directory are
                                                                                now separate actions

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Weighted Search in CLM                                                                   O
                                                                                                                       I
• Overview                                                                                                            W
   − Enhanced search functionality includes: searches on product, new CLM filter fields, presentation name,
     presentation description, keyword fields and allows for an AND/OR search
   − If the search term matches exactly to a CLM Presentation Product or CLM filter fields, then they are
     sorted alphabetically by CLM Presentation Name
   − Search results are displayed in the following order:
       • Exact Match
       • Contains all Search Terms
       • Contains any Search Terms

                                                                                           Displays first the exact
                                                                                           match of presentation
                 Displays all                                                            (Cholecap Blue), followed
             presentations that                           Displays all                        by presentations
                contain Chol                           presentations that                   containing all search
                                                       contain Cholecap                    terms (Cholecap AND
                                                                                         Blue) and then any search
                                                                                         terms (Cholecap OR Blue)

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Weighted Search in CLM                                                           O
                                                                                                               I
• Business Justification                                                                                   W
   − Allows users with a large number of presentations to easily locate a specific presentation by
     leveraging CLM search

• Considerations
   − Search needs to be previously enabled for this to be default on
   − Training presentations are not included in the scope of the search
   − Results are not confined to a directory or label if the user has one applied at the time of search

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CLM Filtering Using Presentation Attributes                                                                       O
                                                                                                                              I
• Overview                                                                                                                W
    − Use presentation attributes to filter the number of presentations that display
    − Can be used with labels and directories
    − Can be applied to search results

     When filters are
                             If multiple field filters are
 configured, labels and                                                                        Multiple filters can be
                            applied (e.g., Product and
directories are nested in                                                 Presentations        applied within a single
                                  Keyword), only
    the Labels option                                                 satisfying any of the          field filter
                            presentations satisfying all
                                                                     selected values display
                             of the field filters display

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CLM Filtering Using Presentation Attributes                                                                 O
                                                                                                                       I
• Business Justification                                                                                           W
   − Improves in-field teams’ productivity by allowing users to quickly access presentations they’re
     interested in
   − Allow users with a large media library to reduce the number of presentations that display

• Considerations
   −   Filters can be used in conjunction with existing labels and directories
   −   Filters can also be applied to search results to narrow the result list to find the correct presentation
   −   Different Veeva Messages can be configured for different profiles
   −   Additional fields can be mapped from Vault to CRM and use them as filters

            Field Level                   Object           Custom
                          Page Layout                                             VF/Apex   VMOCs   Tab/Data
             Security                   Permission         Settings
                X                                              X                                       X

                                                 Copyright © Veeva Systems 2019                                   38
Multichannel Cycle Plans          • Thresholds Background and
                                    Calculation Update
                                  • Setting Goals at the Detail Group Level

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Thresholds Background and Calculation Update                                                                         O
                                                                                                                                   I
      • Overview                                                                                                               W
             − Applies the under or over threshold variance to the expected level of progress for elapsed time in
               the MC Cycle instead of using the total number of days in the MC Cycle
             − On par with appropriate level of progress expected
      • Business Justification
             − The updated calculation provides better guidance to the end user for staying on schedule

 Channel Status and Product
                                                                                                        Red and orange bars
 Status sections of the Status
                                                                                                         indicate over and
tab on the My Plan screen no
                                                                                                          under progress
    longer display a green
    threshold background

                                 Pre-19R3                                            19R3
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Setting Goals at the Detail Group Level                                                                          O
                                                                                                                               I
• Overview                                                                                                                 W
   − This new feature allows customers to display MCCP goals at detail group level
   − Flexible to manage specific products or topics within a group to detail a target account
   − As activities are created against products in the group, the attainment progresses

                                                                                                  You1.can
                                                                                                        Youfilter
                                                                                                             can by
                                                                                                access/create   or edit
                                                                                                  Product or Topic
                                                                                                Labels
                                                                                                  basedbyon
                                                                                                          clicking
                                                                                                              Detailon
                                                                                                 the “Filter”
                                                                                                  Groups       menu
                                                                                                           defined

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Setting Goals at the Detail Group Level                                                             O
                                                                                                                  I
• Business Justification                                                                                      W
   − Detail group level goals give Admins the flexibility to manage specific grouped products or topics
     into a targeted account. This is useful for detail groups containing large numbers of detail products
     or detail topics

• Considerations
   − Multichannel Cycle Plans are enabled
   − MC Cycle Products must be populated with at least a Detail Group and a Product

          Field Level                   Object           Custom
                        Page Layout                                             VF/Apex   VMOCs   Tab/Data
           Security                   Permission         Settings
                                          X

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• Visualizations with Geolocation
MyInsights          • Smart Linking for Account Plan
                      SWOTs and Goals

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Visualizations with Geolocation                                                      O
                                                                                                                 I
• Overview                                                                                                   W
   − Allows visualizations to view the location of the user's device compared to the location of Accounts
   − Allows for more effective planning by listing accounts nearby and showing distance between account
     and current location

         After navigating to the
     visualization for the first time,
    users should select ‘Yes’ when a
     popup displays with a request
      for Veeva CRM to access the
             current location

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Visualizations with Geolocation                                                         O
                                                                                                                    I
• Business Justification                                                                                        W
   − Combines a unique property of mobile devices with the unlimited user flexibility that MyInsights
     provides. Offers our customers yet another creative way to structure their visualizations

• Considerations
   − Ensure MyInsights is configured. See Configuring MyInsights Visualizations for more information
   − Developers can create custom visualizations or modify out-of-the-box visualizations to request location
     information. See MyInsights Visualizations for a list of out-of-the-box visualizations
   − To view visualizations requesting the device’s current location, users must enable location services on
     the device and ensure the device has internet connection
   − Online devices determine location based on their internet routing, not actual GPS (as is the case on
     mobile devices). As such, the location of an online device will not be as precise as a mobile device

          Field Level                    Object           Custom
                         Page Layout                                             VF/Apex   VMOCs   Tab/Data
           Security                    Permission         Settings
              X              X             X                  X                              X        X

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Smart Linking for Account Plan SWOTs and Goals                                                            O
                                                                                                               I
• Overview                                                                                                 W
   − Smart linking for MyInsights Account Plan Dashboards to the Account Plan SWOT and Goal items is
     now possible for all iPad-based reports

• Business Justification
   − Allows users to directly go from the MyInsights report to the SWOT(s) and Goal(s) and action there
     any changes they may like to make after reviewing the report

• Considerations
   − Users must have the appropriate rights to view/edit the SWOT(s) and Goal(s)

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• MyInsights Account Profile Override
iPhone Parity          • Medical Mode

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iPhone MyInsights Override and Medical Mode                       O
                                                                        I
MyInsights Account Override                                         W

• The MyInsights Account profile override is now
  available on iPhone
• Includes the KOL profile override

Medical Mode
• Medical mode is now supported on iPhone
• Uses same application labels as Medical CRM on
  iPad

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• General Overview
Autosync for          • Manual Sync

Windows

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Autosync – Top Things to Know                              O
                                                                       I
                                                                   W

    1                         2                         3

Coming to       Automatically                      Seamless for
Windows in        Enabled                           End Users
  19R3

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Real Time Sync – Production Release                                          O
                                                                                            I
• This update disables the old sync functionality and replaces it with the new real-    W
  time sync capability

• Users on Windows must be on Windows 10 Build 16299 (Fall Creators Update,
  version 1709) or higher to successfully upgrade. This is the same Windows version
  required for Windows Sunrise

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Autosync Principles                                                 O
                                                                                                 I
                                                                                             W

 User edited/created         Users get immediate                  Users with multiple
data on mobile device      feedback about the data               mobile devices see their
automatically syncs up       they edited/created                  data changes across
 to the online servers                                                   devices

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Components of Sync                                         O
                                                                                    I
                                                                                W

    Mobile Device
     Create/Edit
                                                                 Manual Sync
          Autosync

  Record Retrieval

                                                                 Sync Widget

App must be in the foreground

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Autosync Frequency                                            O
                                                                                     I
                                                                                 W

   Every                         Clients immediately uploads record
Save/Submit                      to online server

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

* Interval is subject to change based on server load.

                                        Copyright © Veeva Systems 2019          54
Manual Sync                                                     O
                                                                                               I
         The following data sets still require manual sync:
                                                                                           W

               Data changes made
              from online including
              integrations/territory                      Metadata changes
                   alignments

                             Veeva CRM MyInsights                     Data changes made
   Veeva CLM and
                              Sales Data and Nitro                      by other users
Approved Email content
                                      Data

                                Copyright © Veeva Systems 2019                            55
• About the 19R3 Release
Resources          • CRM Online Help
                   • 19R3 Feature Enablement and
                     Availability

            Copyright © Veeva Systems 2019         56
Feature Enablement And Availability                                      O
                                                                                        I
• New functionality introduced in the Veeva CRM 19R3 Release is available on the    W
  following platforms

                                  Copyright © Veeva Systems 2019                   57
Veeva CSM Deep Dive
         Default On
   CRM Enhancements 19R3

                           • Version 1.0
Default On Features
CRM Default On Features
Feature                                                   Condition                                       Online   iPad   Win   iPhone   Visible to
                                                                                                                                         Users
Overreached and Under Reached Thresholds
                                                          MCCP Enabled                                                X     X                Yes
Calculation Update
Green threshold background removed MCCP Status
                                                          MCCP Enabled                                                X     X                Yes
tab

Autosync for Windows                                      Windows Device User                                               X                Yes

Related lists on offline devices now display all synced
                                                          None                                                        X            X         Yes
records
All loading spinners now use the Lightning spinner
                                                          None                                               X                               Yes
style
Smart Linking for SWOT and Goal records on existing
                                                          MyInsights and Account Plans Enabled                        X                      Yes
MyInsights reports

Enabling MyInsights Account Profile Override              MyInsights Enabled                                                       X         Yes

Internal Surveys now display alphabetically based on
                                                          Surveys Enabled                                             X            X         Yes
Survey Name on the Survey Targets screen

Device status bar on Surveys                              Surveys Enabled                                             X                      Yes

New Survey Target button removed from Child
                                                          Surveys Enabled                                    X                               Yes
Account’s Survey Target related list

                                                                         Copyright © Veeva Systems 2019                                               60
CRM Default On Features
Feature                                                Condition                          Online       iPad   Win   iPhone   Visible to
                                                                                                                             Users

Ship To Address Filtering                              Sampling Enabled                            X      X     X     X          Yes

Slide transition without disabling laser pointer or
                                                       CLM Enabled                                        X     X                Yes
highlighter

Filtering enhancements                                 CLM Enabled                                        X     X                Yes

Weighted searching                                     CLM Enabled                                        X     X                Yes

Schedule Engage Meeting button available in the More
                                                       Engage Meeting Enabled                             X                      Yes
Actions menu

Hosting Engage Meetings on the iPad platform is
                                                       Engage Meeting Enabled                             X                      Yes
redesigned to optimize the hosting experience

Improved Engage Meeting Hosting on iPad                Engage Meeting Enabled                             X                      Yes

Improved iPad Digital Sign-In Sheet                    Events Management Enabled                          X                      Yes

                                                                  Copyright © Veeva Systems 2019                                          61
EU Key Upcoming Events
Upcoming CRM                       • Wednesday, 11 December 2019: CRM Best Of
                                     2019
    Veeva & U
      Sessions                     • Link to the Veeva & U CRM Hub

                 © Copyright 2019 Veeva Systems Inc. All rights reserved
                                       Copyright © Veeva Systems 2019           63
• Thursday 12 December 2019 : Vault PromoMats
                                     Best of 2019

                                   • Thursday, 16 January 2020: Automated Claims
Upcoming Vault                       Linking In Veeva Vault Promomats

    Veeva & U                      • Thursday, 13 February 2020: Veeva Web2pdf: A
      Sessions                       True Web View

                                   • Thursday, 12 March 2020: Standard Metrics In
                                     Veeva Vault Promomats

                                   • Link to the Veeva & U Vault Hub

                 © Copyright 2019 Veeva Systems Inc. All rights reserved
                                       Copyright © Veeva Systems 2019               64
US Key Upcoming Events
Veeva Commercial & Medical Summit, Philadelphia
                               June 8 - 10, 2020

Commercial Content       |   Medical                                    Multichannel CRM        |     Data & AI
                                           SAVE THE
   •   1700+ Attendees                       DATE!                      •   Best Practices, Product Deep-Dives
   •   200+ Companies                                                   •   Innovation Hub
   •   Business-focused sessions                                        •   Networking with Peers

                                       Copyright © Veeva Systems 2019                                             66
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