Configuring Medical Inquiry

The MedInquiry application in Vault Medical provides a compelling, complete solution for case management with no third party integrations needed. MedInquiry has three core capabilities:

• Capturing requests for medical information (via UI and/or API)
• Assembling documents into a response package
• Fulfilling inquiries directly from MedInquiry

You can manage cases and case contacts, define priority-based service level agreements (SLAs), automatically generate standard response cover letters, assemble electronic response packages, and directly fulfill inquiries via email.

Medical Inquiry Objects

Medical Inquiry contains the following objects to manage data:

• The Case object holds all of the information about an individual request for information and is the parent object to the Case Requests and Case Content User Tasks objects.
• The Case Contact is a subtype of the Person object used to hold information about the person making the inquiry. Using the Case Contact subtype requires that Object Types be enabled on the Person object. Use Medical Inquiry CRM Data Sharing to automatically load case contacts and medical inquiries from Veeva CRM.
• The Case Request object holds the individual pieces of information.
• The Case Response object holds all attributes of the response to the inquiry and is the parent object to the Fulfillment Docs and Case Response Email objects.
• The Case Intake object contains fields that correspond to fields on the Case, Case Request, and Case Response objects. If enabled, this allows users who intake inquiries to input information for all three (3) objects from a single Case Intake form.
• The Fulfillment Docs object holds the documents used to respond to an inquiry and, if responding by email, allows you to control the order of documents in the response package.
• The Case Response Email object stores the content of the response email.
• The Case SLA determines the deadline for responding to a request.
• The Person Address object holds contact information for a Case Contact.
• The Adverse Event subtype of the Event object holds information about adverse events.
• The Case Response Email Template object stores templates that can be used when sending email Case Responses.
• The Frequently Asked Questions object stores FAQs.
• The Standard Response object stores approved answers to FAQs.

Configuring Medical Inquiry Objects

MedInquiry allows you to edit and add to your application data model by customizing standard objects, creating custom objects, and configuring object relationships. You can also configure business rules using lifecycle and workflow options.

Users must have Create and Edit permissions on the object they want to edit in addition to Admin: Configuration: Objects: Create and Edit permissions to create and configure objects.

Configuring Adverse Events

When creating a case, you can also capture core details of associated Adverse Events. To enable this functionality, add a related object section for the Event object to the Case page layout. We recommend entering Adverse Events as the Section Label and filtering the related list by Event Type equals Adverse Event. You can also create events in Business Admin.

You must configure the Adverse Events section if you intend to use the Medical-Safety Vault Connection for Case processing and reporting. See Configuring the Medical-Safety Vault Connection for more information.

Users require the Create, Read, Edit, and Delete permissions on the Adverse Event object type, and the Read permission on Event Gender, Event Outcome, Event Report Type, and Event Reporter Qualification objects.

Enabling Product Quality Complaints

While requesting medical information, an HCP may communicate a product quality complaint to the Medical Inquiry user. Users can capture this information using the Product Quality Complaint subtype of the Event object.

By default, this object type is inactive in Vaults created before 23R3. To activate the Product Quality Complaint object type:

1. Navigate to Admin > Configuration > Objects > Event.
2. Click the Object Types tab.
3. Click Product Quality Complaint.
4. Click Edit.
5. Change the Status to Active.
6. Click Save.

After activating the object type, you can add a page layout to surface Product Quality Complaints to users.

Users require the Create, Read, Edit, and Delete permissions on the Product Quality Event object type, and the Read permission on Event Gender, Event Outcome, Event Report Type, and Event Reporter Qualification objects.

Generating Individual Case Safety Report Files

To generate E2B(R3) Individual Case Safety Report files, users must have the following permissions:

• Document: Bulk Update
• Operations: Jobs: Read
• Create Document on the Individual Case Safety Report (ICSR) document type

You’ll also need to add the Edit Document and Edit Relationships permissions for the Owner and Editor roles on the Generated and Requires Regeneration states of the Event Generated Document lifecycle.

Configuring Medical Inquiry Cover Letters

You can manage Medical Inquiry cover letter templates in Business Admin > Templates > Documents & Binders. For more information about document templates, see Managing Document Templates.

There are two types of Medical Inquiry cover letter:

• The Medical Inquiry Cover Letter references the related Case object record.
• The Medical Inquiry Case Response Cover Letter references the Case, Case Request and Case Response object records.

Download a sample Medical Inquiry cover letter.

Download a sample Medical Inquiry Case Response Cover Letter.

By default, Vault uses the Medical Inquiry Cover Letter document type. To configure the user action in the Case Response object lifecycle to use the Medical Inquiry Case Response Cover Letter document type:

1. Navigate to Admin > Configuration > Object Lifecycles.
2. Select the Case Response lifecycle.
3. Select the Draft state.
4. Click Edit in the User Actions panel.
5. Select the Medical Inquiry Case Response Cover Letter document type.
6. Select a cover letter template.
7. Click Save.

The Medical Inquiry Case Response Cover Letter document type includes the Country field, which Vault automatically populates based on the Country on the Case Response. You can configure the list of available countries by navigating to Business Admin > Objects > Countries.

Enabling FAQs & Standard Responses

Vault Medical allows users to quickly and seamlessly answer Frequently Asked Questions (FAQs) using Standard Responses while working with Medical Inquiries. Medical Inquiry users can search for FAQs from the Case Request and then select a corresponding standard response that answers the question on the subsequently created Case Response. This functionality helps standardize responses to common questions and lessens the amount of time required to create a response package.

FAQs in Vault are records containing medical inquiries commonly asked by HCPs and patients. Each can have one or more approved Standard Response records. After a user selects a response, Vault populates the Case Response with the response notes, a package of fulfillment documents, and can draft an email which users can choose to edit or send.

FAQs typically consist of the Question that is frequently asked. A Business Admin can select a Language and choose one or more Product Families (previously Products) and Countries that relate to the FAQ. You can also define Related FAQs. You can, for instance, define language and country variations.

Standard Responses typically consist of Standard Response Notes that answer the question, Guidelines for Use, an Email Template, and a Language. You can define which Product Families and Countries the FAQ is relevant to and choose the FAQ(s) to which this response is an answer. You can also link a Standard Response to the Case Response Email Template to indicate the email template Vault should use when generating a response package.

Configuring Page Layouts

Before you can create FAQs and Standard Responses, you must first configure the Case Request page layout:

1. Navigate to Admin > Configuration > Objects > Case Request > Page Layouts > Case Request Detail Page Layout.
2. Under Details, click Add and select Related Object.
3. In the Related Object drop-down, select Frequently Asked Question.
4. Optional: Edit the Section Label and Section Name.
5. Under Creation Option, select Prevent record creation to prevent Medical Inquiry users from creating new FAQs.
6. Optional: Add instructional or informational text as Section Help.
7. Optional: Enter the following Criteria VQL to restrict the FAQs shown to users to approved records for the specific Product Family, Country, and Language: state__v = 'approved_state__v' AND id IN (SELECT frequently_asked_question__v FROM frequently_asked_question_products__vr WHERE product__v = ) AND id IN (SELECT frequently_asked_question__v FROM frequently_asked_question_countries__vr WHERE country__v = ) AND language__v =
8. Click Done, then click Save.

While adding the specific formula above is not required, we highly recommend that you add some Criteria VQL to constrain the FAQs displayed to Medical Inquiry users. You can learn more about Criteria VQL on the Developer Portal.

You can also allow users to see FAQ field values while working on the Case Request record by navigating to Admin > Configuration > Objects > Case Request > Fields > FAQ Question and adding a lookup field where the Lookup Relationship is Frequently Asked Question (frequently_asked_question_vr) and the Lookup Source Field is the Question (question__v) field on that object.

Next, you must configure the Case Response page layout:

1. Navigate to Admin > Configuration > Objects > Case Response > Page Layouts > Case Response Detail Page Layout.
2. Under Details, click Add and select Related Object.
3. In the Related Object drop-down, select Standard Response.
4. Optional: Edit the Section Label and Section Name.
5. Under Creation Option, select Prevent record creation to prevent Medical Inquiry users from creating new Standard Responses.
6. Optional: Add instructional or informational text as Section Help.
7. Optional: Enter the following Criteria VQL to restrict the Standard Responses shown to users to approved records for the specific Product Family, Country, and Language that correspond to the FAQ on the related Case Request: state__v = 'approved_state__v' AND id IN (SELECT standard_response__v FROM standard_response_products__vr WHERE product__v = ) AND id IN (SELECT standard_response__v FROM standard_response_countries__vr WHERE country__v = ) AND id IN (SELECT standard_response__v FROM faq_standard_responses__vr WHERE frequently_asked_question__v = ) AND language__v =
8. Click Done, then click Save.

While adding the specific formula above is not required, we highly recommend that you add some Criteria VQL to constrain the Standard Responses displayed to Medical Inquiry users. You can learn more about Criteria VQL on the Developer Portal.

You can also allow users to see Standard Response field values while working on the Case Response record by navigating to Admin > Configuration > Objects > Case Response > Fields > Standard Response Notes and adding a lookup field where the Lookup Relationship is Standard Response (standard_response_vr) and the Lookup Source Field is the Standard Response Notes (standard_response_notes__v) field on that object. Then, on the Guidelines for Use field, add a lookup field where the Lookup Relationship is Standard Response (standard_response_vr) and the Lookup Source Field is the Guidelines for Use (guidelines_for_use__v) field.

Adding FAQ & Standard Response Tabs

To allow Business Admins to create and access FAQs and responses, you can add a custom tab:

1. Navigate to Admin > Configuration > Tabs.
2. Click Create.
3. Enter Frequently Asked Questions as the Label.
4. Click the Tab Type drop-down and select Object.
5. Click the Object drop-down and select Frequently Asked Questions.
6. Under Creation Options, select Create record in pop-up dialog.
7. Click Save.
8. Repeat steps 2 - 8 to create a Standard Response tab.

Configuring Medical Inquiry UI

Next, you must edit the Medical Inquiry layout to enable Medical Inquiry users to select an FAQ and a corresponding Standard Response during the intake process:

1. Navigate to Admin > Configuration > Pages > Medical Inquiry and click the Medical Inquiry layout.
2. Click Case Children.
3. Click Edit.
4. Click the Actions menu on the Case Request section and select Edit.
5. Add the Frequently Asked Question object. You can also add the FAQ Question field if you previously configured it as a lookup field.
6. Optional: If you added Criteria VQL to the FAQ section on the Case Request page layout, select the Require save prior to adding this record checkbox and verify that any fields referenced in the Criteria VQL are on the layout.
7. Optional: Select the Auto-Suggest FAQs checkbox (Case Request object only). This allows Vault to automatically suggest FAQ records. By default, Vault matches based on the Request Details field. You can select another field using the Request Details Field (for FAQ matching) drop-down.
8. On each Case Response where you wish to show available Standard Responses (such as Email or Phone), repeat steps 2 - 5 to add the Standard Response object and any previously configured lookup fields.
9. Optional: If you added Criteria VQL to the Standard Responses section on the Case Response page layout, select the Require save prior to adding this record checkbox and verify that any fields referenced in the Criteria VQL are on the layout.
10. Click Save, then click Save again.

Suggested Responses

When configured, Vault can attempt to automatically match the inquiry to an appropriate FAQ. To find an appropriate FAQ record, Vault compares the inquiry to the Question field on FAQs and filters possible matches by the Country, Language, and Product Family fields on the Case Request. Contact Veeva Support to adjust the required similarity of FAQ text.

After matching the inquiry to an FAQ, Vault suggests a corresponding Standard Response. If previously defined, Vault suggests the default Standard Response to the FAQ. If not, Vault suggests the first listed Standard Response.

Vault suggests responses regrdless of intake channel. For instance, you can:

• Enable automatic matching in the Medical Inquiry UI for inquiries captured over the phone.
• Configure Vault to automatically exclude inquiries from other channels, such as email, Veeva CRM, or webforms by configuring entry actions that execute when users create a Case Request.

You can add the following entry or user actions to Case Request lifecycle states:

• Suggest FAQ: This action matches the inquiry to an FAQ. You can also select the Matching Field. For email inquiries. this should be the Body Text field. For other intake channels, it is typically the Request Details.
• Create Related Standard Response: This action creates a related Case Response record with the default Standard Response for the identified FAQ. If there is no set default response, Vault selects the first Standard Response.

Configuring Object & Document Lifecycles

After configuring Medical Inquiry page layouts, you must update the Case Response and Standard Response object lifecycles:

1. Navigate to Admin > Configuration > Object Lifecycles > Case Response.
2. Click the relevant state.
3. Add the Update field action as either an entry action or user action to set a default field value.
4. Select the Response Notes field and enter standard_response__vr.standard_response_notes__v.
5. Add the Update field action as either an entry action or user action to set a default field value.
6. Select the Email Template field and enter standard_response__vr.email_template__v.
7. Optional: Add the Update field action as outlined above as an entry or user action for other fields as desired. Vault does not support long text or rich text fields in default values.
8. Add the Add Standard Fulfillment Documents entry action. This action creates Fulfillment Document records on the Case Response based on any present Standard Response Document records on the Standard Response.
9. Navigate to Object Lifecycles > Standard Response and click the Approved state.
10. Add the Require Documents are in Steady State entry action to ensure all Standard Response Fulfillment Documents are in the steady state.

Keeping the Standard Response Fulfillment Documents up to date

You can add two document actions as entry actions on document lifecycle states. These actions trigger updates to any Standard Response Fulfillment Document records that reference that document.

• Set Std Resp Doc to Latest Steady State: Automatically updates the document version on the Standard Response Fulfillment Document record to the latest steady state version. The Standard Response will then automatically reference any newly approved version of the document.
• Require Review of Standard Responses: Moves all Standard Response records with a S_tandard Response Fulfillment Document_ that references the current document into the Requires Review state. You can use this action to trigger a review of the Standard Response that uses this document. This is relevant if your organization wants to review the Standard Response when the response package changes and when a document moves into the Obsolete state.

Creating FAQs & Standard Responses

Once configured, Business Admins can begin creating and maintaining FAQs and Standard Responses.

Adding FAQs

To add a Frequently Asked Question, click on the Frequently Asked Question custom tab if configured, or navigate to Business Admin > Objects > Frequently Asked Question or use the Component selector. Click Create, enter a Name and Question, and select a Language. You can optionally select a Primary Frequently Asked Question and a Default Standard Response.

After creating a FAQ, you can add Frequently Asked Question Variations for other languages. On this Variation record, select the original FAQ as the Primary Frequently Asked Question.

Under Standard Responses, click Add to add any Standard Responses to which this FAQ is a question. You can add one or more Responses. Then, add the relevant Product Families and Countries under Product Families and Countries respectively.

Once you finish editing the FAQ, click the lifecycle chevron or click the Actions menu and move the FAQ record to the Approved state to make it available to Medical Inquiry users.

Adding Standard Responses

To add a Standard Response, click on the Standard Responses custom tab if configured, or navigate to Business Admin > Objects > Standard Response or use the Component selector. Click Create, enter a Name and Standard Response Notes, and select a Language. You can optionally add Guidelines for Use or select an Email Template and Primary Standard Response.

After creating a Standard Response, you can add Standard Response Variations for other languages. On this Variation record, select the original Standard Response as the Primary Standard Response.

Under Frequently Asked Questions, click Add to add any FAQs to which this response is an answer. You can add one or more FAQs as this answer may apply to several questions. Then, add the relevant Product Families and Countries under Product Families and Countries respectively.

Once you finish editing the Standard Response, click the lifecycle chevron or click the Actions menu and move the Standard Response record to the Approved state to make it available to Medical Inquiry users.

Medical Inquiry Lifecycles

Medical Inquiry has four object lifecycles:

• The Case Content User Task lifecycle is used by the Case Content User Task object to mark a task as Open (initial state) or Complete.
• The Case Request Lifecycle creates and tracks new case request records. Newly created case requests begin in the New state.
• The Case Response lifecycle moves a response through the approval process from an initial state of New.
• The Case lifecycle creates and tracks new case records from an initial state of New to a complete state of Completed.

You can modify existing lifecycles, create custom lifecycles, and add custom lifecycle states to create lifecycles that suit your organization’s needs.

Medical Inquiry Workflows

The Case lifecycle uses the Case Assignment workflow to assign an active case to a user for fulfillment. Users can respond to the request, resulting in a state change to Response Sent, which triggers a task to receive confirmation from the case contact to move the case to a final state of Closed. Alternately, users can select Close Case from the Actions menu, which will move the Case to a closed state without confirmation.

The Case Response lifecycle uses the Approve Case Request workflow to assign a task to a medical inquiry approver to review and approve a response package before it’s sent for fulfillment. The case begins in In Approval state and changes to Approved state upon approval. This will also trigger the Cover Letter to move to a steady state and automatically generate a final response package based on the steady state documents. Alternately, the approver can reject the response package and the state will change to Draft. After a user sends a response to the requestor, the state changes to Response Sent. If Vault is unable to deliver the response package email and Email Tracking is enabled, Vault changes the state to Email Bounced and sends a notification with the reason for the failure to the user who sent the response package.

See more about modifying these existing workflows and creating custom workflows.

Configuring Automatic Case Response Creation

You can configure Vault to automatically create Case Response records when users create a Case or Case Request. To configure automatic Case Response creation, add the Create Related Object Record user action or entry action on the Case, Case Request, or Event object lifecycles.

Configuring Acknowledgement Emails

You can leverage automatic Case Response creation to automatically send Acknowledgement Emails to inquiring HCPs. Acknowledgement Emails confirm that your organization received the inquiry and includes case details, such as the case number and when they can expect a response.

To begin configuring Acknowledgement Emails, you must activate the object type:

1. Navigate to Admin > Configuration > Objects > Case Response.
2. Click the Object Types tab.
3. Click Acknowledgement Email, then click Edit.
4. Set the Status to Active.
5. Click Save.

On creation of the Acknowledgement Email record, you must select a default Email Template that contains the Subject and Body of the required acknowledgement email. You can also allow Vault to automatically compose an email from the template and send it to the HCP via a workflow, by configuring the Send Response Package action as an entry action.

Configuring Medical Inquiry Emails

You can configure several Medical Inquiry Case Response Email settings in your Vault.

Case Response Emails

By default, Vault sends Case Response emails to the address specified in the Case Contact field on the Case Response object. You can add the Response Contact field to the Case and Case Response objects. When configured, Medical Inquiry users can populate this field to enable Vault to send the Case Response email to that address.

To add the Response Contact field:

1. Navigate to Admin > Configuration > Objects > Case.
2. Click Page Layouts.
3. Click Case Detail Page Layout.
4. Under Details, click Add and select Response Contact.
5. Optional: Move the Response Contact field as necessary.
6. Click Save.
7. Repeat steps 1 - 6 to add the Response Contact field to the Case Response page layout.

Case Response Email Templates

While creating a case response, users can select a pre-configured case response email template.

To configure case response email templates:

1. Navigate to Business Admin > Case Response Email Templates.
2. Click Create.
3. Enter a Name. The name may include the language, country, and product.
4. Optional: Enter a From address.
5. Optional: Enter a Reply To address.
6. Enter a Subject. Subject text uses rich text formatting and must be wrapped in quotation marks.
7. Enter a Body. Body text uses rich text formatting and must be wrapped in quotation marks.
8. Optional: Select a Language. This corresponds to the Language on the Case Response.
9. Click Save, or click Save + Create to add another template.
10. Optional: Select one or more Countries or Product Families.

Adding a Reference Constraint

You can create a reference constraint on the Email Template field to restrict the list of templates available to Medical Inquiry users. For example, you can add the following constraint to restrain templates based on Country, Language, and Product Family:

state__v = ‘approved_state__v’ AND id IN (SELECT case_response_email_template__v FROM case_response_email_template_product__vr WHERE product__v = {{this.product__v}}) AND id IN (SELECT case_response_email_template__v FROM case_response_email_template_country__vr WHERE country__v = {{this.country__v}}) AND language__v = {{this.language__v}}

Using Tokens in Email Templates

You can insert tokens in email template subjects and body text using rich and long text formatting.

An example body with tokens is:

"<p>Dear Dr. "&test_person__vr.last_name__sys&",</p>
<p><br></p>
<p>Thank you for your recent inquiry.</p>
<p><br></p>
<p>We have provided a link to an electronic response package for your review and are confident that this literature will provide many of the answers that you have requested. Simply click on the link below and a new window will appear where you will have access to the provided literature.</p>
<p><br></p>
<p><a href=\""&response_document_link__v&"\">Click Here</a></p>
<p><br></p>
<p>If there is additional information you would like to have regarding our products, please do not hesitate to contact us. We will be most happy to be of assistance.</p>
<p><br></p>
<p>Thank you very much for giving us the opportunity to provide you the information that you are looking for.</p>
<p><br></p>
<p>Sincerely,</p>
<p><br></p>
<p>Verteo Medical Inquiry Team</p>"

Configuring the Compose Email Action

You must configure a Compose Email entry or user action on the Case Response lifecycle. This allows users to generate the email from the template stored in the Case Response Email Template object. When the Compose Email action runs, Vault copies the Reply To and From field values on the Case Response Email Template object, if present, to the Case Response object record. Vault also evaluates the tokens in the Subject and Body fields and copies them to the Subject and Body fields on the Case Response object.

Configuring the Send Response Package Action

You can configure the Send Response Package as a user and entry action on applicable states in the Case Response object lifecycle.

When configured as an entry action and used in conjunction with automatic Case Response creation, Vault can send Acknowledgement Emails to HCPs.

Enabling Document Downloads

You can also allow HCPs to download either the PDF rendition or the original source document from the response package. To enable these downloads, add the Allow Document Download and/or Allow Source Download field to the Case Response page layout. Medical Inquiry users can then select the checkbox as required to allow HCPs to download source documents.

Email Tracking

Medical Inquiry allows users to track the delivery status of email response packages and alerts users if a delivery fails.

To configure email tracking:

1. Navigate to Admin > Settings > Application Settings > Medical Inquiry.
2. Click Edit.
3. Select the Enable Email Tracking checkbox.
4. To allow case contacts to reply to response package emails, select the Enable Reply To with Email Responses. You cannot select Enable Reply To with Email Responses if Enable Email Tracking is not selected.
5. Click Save.

You can set the Reply To address on the Case Response email. If the Reply To field is left blank, Vault populates the field with the email address of the user performing the Email Response user action. If the Reply To field is added to the Email Case Response page layout, the user can select a Reply To address from a list of Centralized Email Addresses. You must configure the list of available Centralized Email Addresses on the Persons object in the Business Admin > Objects menu. The Reply To address is typically configured to be the inbound Medical Inquiry email address. In this case, eplies are automatically ingested into the system and are associated to the same Case as the original inquiry.

Headers and Footers

By default, Medical Inquiry emails include a Vault header and footer. You can disable the header and footer by navigating to Admin > Settings > Application Settings and selecting the Do not include Vault Email Header and Footer checkbox.

Associated Case Contacts and Colleagues

Associated Case Contacts are additional email addresses related to a Case Contact. An Associated Contact must have a Primary Case Contact assigned to it. You can configure the page layout for the Case Contact object to allow users to add Associated Contacts to from the primary Case Contact’s page. Colleagues are individuals that work at the same pharmaceutical company as the case handler and want to receive case updates.

To add Associated Case Contacts, you’ll need to first configure the Case Contact page layout and add the Associated Case Contacts section.

You can maintain the list of Colleagues, Associated Case Contacts, and Centralized Email Addresses via the Business Admin > Objects menu. Navigate to the Persons object, then click Create and select a Person Type.

CC/BCC

While assembling the Case Response, you can add Case Contacts, Associated Contacts, Vault Medical Users, and Colleagues as CC/BCC recipients. The page layout allows you to choose which of these users can add. To add CC/BCC recipients, you’ll need to first configure the Case Response record page layout and add a related object section for the Case Response Recipient join object.

Configuring From Email Addresses

Vault sends Medical Inquiry emails from a Veeva Vault domain address by default. You can configure Vault to allow users to change the sender email address to one associated with your organization.

Before configuring From email addresses, you must first add one or more Outbound Email Domains.

To configure From email addresses:

1. Navigate to Admin > Configuration > Objects.
2. Click Person and click the Object Types tab.
3. Verify that the From Email Address object type is enabled.
4. Return to Admin > Configuration > Objects.
5. Click Case Response.
6. Click the Page Layouts tab and click Case Response Detail Page Layout.
7. Click Add and select From.
8. Click Save.

You can also define which From email address Vault applies by creating a formula using the RecordByLabel function.

Deleting Case Response Emails

Vault stores case response emails in Case Response Email object records. When configured, Admins and users with the Delete Case Response Emails object action permission can click the Actions menu and select the Delete Email user action to delete the object records. This permission is enabled on the standard System Admin or Vault Owner security profile.

To create the user action:

1. Navigate to Admin > Configuration > Objects > Case Response Email.
2. Click the Actions tab.
3. Click Create.
4. In the Select Action dialog, select Delete Email and click Continue.
5. Optional: Add a description for the user action.
6. Click Save.

Users must have the Delete Case Response Emails object action permission to delete Case Response Email object records.

Revoking Case Response Links

When configured, Admins and Medical Inquiry users can click the Actions menu and select the Revoke Response Link user action to revoke access to the Response Document link. You can also configure an entry action on the Standard Response lifecycle to automatically revoke access to Response Document links related to a Standard Response. Vault updates the Response Link Revoked On field with the date and time the link is manually or automatically revoked.

Before configuring the user and entry actions, you must configure the Response Link Revoked On field:

1. Navigate to Admin > Configuration > Objects > Case Response.
2. Click the Object Types tab.
3. Click the Actions menu, then click Edit Object Type Fields.
4. Select the checkbox to enable the Response Link Revoked On field for the Email object type.
5. Click Save.
6. Click the Page Layouts tab.
7. Click Email Detail Page Layout.
8. Verify that the Response Link Revoked On field is visible under Case Details. If not, click Add and select the field, then click Save.

To add the user action to the Case Response lifecycle:

1. Navigate to Admin > Configuration > Objects > Case Response.
2. Under Actions, click Create.
3. Select Revoke Response Link and click Continue.
4. Navigate to Admin > Configuration > Object Lifecycles > Case Response.
5. Under States, click Response Sent.
6. Under User Actions, click Edit.
7. Click Create Rule.
8. Select Always and Revoke Response Link.
9. Click Save.

To add the user action to the Standard Response lifecycle:

1. Navigate to Admin > Configuration > Objects > Standard Response.
2. Under Actions, click Create.
3. Select Revoke Response Link and click Continue.
4. Navigate to Admin > Configuration > Object Lifecycles > Standard Response.
5. Under States, click Requires Package Review.
6. Under User Actions, click Edit.
7. Click Create Rule.
8. Select Always and Revoke Response Links.
9. Click Save.

To add the entry action to the Standard Response lifecycle:

1. Navigate to Admin > Configuration > Object Lifecycles > Standard Response.
2. Under States, click Requires Package Review.
3. Under Entry Actions, click Edit.
4. Click Create Entry Action.
5. Select Always and Revoke Response Links.
6. Click Save.

Configuring the Case Intake Form

The Case Intake form allows users to enter values for fields in the Case, Case Request, and Case Response objects from a single intake form that you can customize to suit your organization’s needs. To enable this, navigate to Admin > Settings > Application Settings > Medical Inquiry and select the Enable Case Intake Form checkbox.

You can edit the Case Intake object to customize the layout and add custom fields to the Case Intake Form. If you have added any custom fields to the Case, Case Request, or Case Response objects, you should also add corresponding fields to the Case Intake object. Vault maps Case Intake fields to the corresponding objects based on the name, plus a prefix that determines which object contains the corresponding field:

• case_ for the Case object
• creq_ for the Case Request object
• cres_ for the Case Response object

For example, Vault pushes data entered into the cres_response_extras__c field on the Case Intake form into the response_extras__c field on a case’s Case Response object record.

Note the following:

• If a field is required on the Case object, it should be required on the Case Intake object. If it is required on the Case Request, or Case Response object, add a validation rule on the Case Intake object to ensure the user populates the field on the Case Intake form.
• If you have changed any of the standard fields that are required by default on the Case, Case Request, or Case Response object, inactivate the corresponding validation rule on the Case Intake object.
• If you use custom Case Response types, add a picklist value to the Case Response Type picklist whose name exactly matches the name of the custom Case Response object type.

Failure to add required custom fields from these objects results in an error when a user saves a new case.

Configuring Automated Email Intake for Medical Inquiries

The Email to Vault feature allows Vault to receive emails directly via an inbound email address and store them as an Email object record. Vault users can leverage this functionality to automate the Medical Inquiry intake process. Once configured, Vault can receive emails from HCPs and automatically create a new inquiry or add to an existing record.

Before configuring automated intake for Medical Inquiry, ensure that Email Tracking is enabled. You must also configure the Email to Vault feature and create at least one (1) inbound email address for Medical Inquiry where the Email Processor field is set to Medical Inquiry.

Page Layout

To configure automated Medical Inquiry intake, you must first configure the Case Request page layout:

1. Navigate to Configuration > Objects > Case Request > Page Layouts.
2. Click Case Request Detail Page Layout.
3. Add the following fields to the page layout: Recipient Email Address, Recipient Email Username, To, From, CC, Sent, Received, Subject, Attachments, Body, Body Text, and Message ID.
4. Click Save.

Object Lifecycles

Next, you’ll need to edit the Case Request and Case object lifecycles.

Case Request Lifecycle

Add the following user actions to the New state with the condition if Source equals Email: Recreate Case Request from Email; Download Original Email and Attachments; Change State to Email Forward; and Change State to Completed. We recommend using the action names as labels.

On the Email Forwarded state, edit the Atomic Security: Fields to change the Default to Read for the following fields: Created By; Created Date; External ID; ID; Last Modified By; Last Modified Date; Lifecycle; Lifecycle State; Name; and Status.

Then, add the following entry actions:

• Always, Change related object lifecycle state, Case, change state to Email Forwarded, set Conditions On Related Records checkbox, condition Include related records in the following lifecycle states, Related Record’s State New
• Always, Change related object lifecycle state, Case, change state to Closed, set Conditions On Related Records checkbox, condition Include related records in the following lifecycle states, Related Record’s State New Follow-Up Email
• Always perform actions Forward Email

Finally, add the entry criteria to Always validate that the Email Forwarding Address field is not blank.

Case Lifecycle

First, change the Editor and Owner role permissions to Edit for the New Follow-Up Email state.

On the New Follow-Up Email state, edit the Atomic Security: Fields to change the Default to Read for the following fields: Closed Date; Created By; Created Date; External ID; ID; Last Modified By; Last Modified Date; Lifecycle; Lifecycle State; Name; Response Sent Date; SLA Status; Status; Target Close Date; and Total Days to Close.

Then, add the following user actions to the New Follow-Up Email state: Change State to In Progress, Workflow Case Assignment Workflow, and Change State to Closed. We recommend entering Change State to In Progress, Assign Case, and Close Case respectively as the labels.

Finally, add the following entry criteria to the Closed state:

• Always validate that the State of Related Record Case Requests No records equal New
• Always validate that the State of Related Record Case Requests No records equal In Progress

By default, when cases receive a follow-up email, Vault updates the Closed Date field to the date when the case returns to the Closed state. If desired, you can configure Vault to retain the original Closed Date.

To configure the Closed Date field, add the following entry actions to the Closed state:

• Perform with conditions, if Closed Date is blank, perform actions Update Record Field, Closed Date, set to value today()
• Perform with conditions, if Response Sent Date is blank, perform actions Update Record Field, Response Sent Date, set to value today()

On the In Progress state, add the following entry actions:

• Always, perform actions Change related object lifecycle state, related object Case Requests, change state to In Progress
• Always, perform actions Update Record Field, field Closed Date, set to value null
• Always, perform actions Update Record Field, field Response Sent Date, set to value null

User Notifications

Vault can send New Email user notifications to either a single region or multiple regions when a new Case Request record is created. If you configure notifications for a single region, Vault sends all New Email notifications to the same user or group. If you configure notifications for multiple regions, Vault sends all New Email notifications to a specific user or group depending on the region defined by the Medical Inquiry inbound email address. For example, Vault sends notifications for inquiries sent to the address mi.uk@vernpharma.veevavault.com to a user or group in the United Kingdom.

Vault sends the user notification to the user or group in the Editor role on the Case, Case Request, and Case Response objects.

Workflow

Before Vault can send the New Email notifications, you need to create a custom New Medical Inquiry Email Received object workflow with a notification step configured as follows:

• Label: Notify Users
• Type: Notification
• Next Steps: End
• Message Template: Medical Inquiry Email Received
• Recipient: Editor

Then, navigate to Configuration > Object Lifecycles > Case Request and, under Event Actions, click Create Record. Add the following event action: perform with conditions, if Source equals Email, perform actions Start Workflow, start workflow New Medical Inquiry Email Received.

Single Region Notifications

By default, Vault adds Medical Inquiry Users to the Editor role and Medical Inquiry Approvers to the Viewer role on the Case, Case Request, and Case Response objects.

Multiple Region Notifications

To define multiple regions, you must configure custom sharing rules on the Case, Case Request, and Case Response objects to add the following:

• Medical Inquiry Region X Users in the specified region to the Editor role if Vault generated the Case Request from an email sent to the Region X Medical Inquiry inbound email address. You’ll need to add a rule for each region.
• Medical Inquiry Region X Approvers in the specified region to the Viewer role if Vault generated the Case Request from an email sent to the Region X Medical Inquiry inbound email address. You’ll need to add a rule for each region.

Email Attachments

You can add the Pull Email Attachments onto Record action to the following objects:

• As an entry action: Case Request, Case Response
• As a user action: Event, Case Request, Case Response

This action allows Vault to pull emails, attachments, or both onto the object record. Vault limits object record attachments to 50.

Case Contacts

By default, if the inquiring HCP’s details do not match existing Case Contact records, Vault leaves this field on the Case blank. Medical Inquiry users must then manually create a Case Contact record and select the contact on the Case.

To enable Vault to automatically create a new Case Contact to ensure the field is not left blank on inquiry ingestion, navigate to Admin > Settings > Application Settings and select the Automatically create a Case Contact when email is ingested if no match can be made checkbox under Medical Inquiry.

Product Matching

When enabled, Vault automatically fills in the Product Family field on the newly created Case Request record if the email includes the name of a Product Family in the subject or body. If the email includes multiple Product Family names, Vault sets the Product Family field to the Product Family mentioned most frequently. Medical Inquiry users can update this field if necessary.

To enable automatic product matching, navigate to Admin > Settings > Application Settings and select the Enable product matching on ingested Medical Inquiry emails checkbox under Medical Inquiry.

Configuring the Dedicated Medical Inquiry User Interface

The dedicated Medical Inquiry user interface allows users to capture all Case information on one dedicated page. Users can input information about the Case, Case Contact, and multiple Case Requests and Case Responses. They can also capture additional information, such as Adverse Events.

Once you enable the Medical Inquiry user interface in your Vault, you can begin configure the fields required during inquiry intake.

To configure the Medical Inquiry layout:

1. Navigate to Admin > Configuration > Pages.
2. Click Medical Inquiry.
3. Under Layout, click Medical Inquiry Case record.
4. Click Edit.
5. Enter a Label.
6. Click Save.

To configure the Case sections:

1. Under Sections, click Case.
2. Click Edit.
3. Enter a Title.
4. Edit the Case Fields, adding Fields and Field Keys as desired.
5. Click Save.

To configure the Notepad section:

1. Under Sections, click Notepad.
2. Click Edit.
3. Enter a Title.
4. Select a Text, Long Text, or Rich Text field on the Case object for the Notepad.
5. Click Save.

To configure the Case Children:

1. Under Sections, click Case Children.
2. Click Edit.
3. Enter a Title.
4. Edit the Case Child Object Type Data, adding Fields and Field Keys as desired. Select a grandparent Field Key for grandchild objects such as Case Response. This is the name of the field that Vault populates as the grandparent, such as Case.
5. Optional: Add child and grandchild objects. You must add each child or grandchild object separately. For example, add email, phone, standard mail, and fax types of Case Responses separately.
6. Optional: Select the Require save prior to adding this record checkbox. This requires users to save all information entered to this point in the intake process. It can also be used to populate lookup fields from child records to parent records.
7. Click Save.

To configure the Case Contact section:

1. Under Sections, click Case Contact.
2. Optional: Set the Enable Contact Section checkbox to enable a dedicated Case Contact section. Enabling this section removes the Case Contact field from the Case Children section if previously configured.
3. Click Edit.
4. Enter a Title.
5. Add Case Contact Field Keys as desired.
6. Click Save.

You can also click Reorder to change the order of the records.

Configuring the OpenData Connection

OpenData customers can enable the OpenData Connection, which allows Medical Inquiry users to search OpenData for healthcare professional contact details while creating a Case Contact.

Once the feature is enabled, navigate to Admin > Settings > Application Settings and, under Medical Inquiry, select the Enable OpenData Account Search checkbox.

Next, navigate to the OpenData Connection Authorization record on the connection and enter your OpenData Network credentials.

Pulling Case Contact Countries from OpenData

To pull the HCP’s Country onto the Case Contact record created from OpenData:

1. Navigate to Admin > Connections > Integration Rules > opendata__v.
2. Under Field Rules, click opendata_person_country__v.
3. Click .
4. Set the Status field to Active.
5. Click Save.
6. Navigate to Admin > Configuration > Objects > Person.
7. Click the Object Types tab.
8. Click the Actions menu and select Edit Object Type Fields.
9. Under Case Contact, select the Country checkbox.
10. Click Save.

Constraining Case Contacts

To constrain the healthcare professionals shown to Medical Inquiry users to their Country Locale, you must first navigate to Admin > Settings > Application Settings and select the View only local HCP records checkbox under Medical Inquiry > Enable OpenData Account Search.

To create Country Locales:

1. Navigate to Business Admin > Objects > Country Locales.
2. Click Create.
3. Select a Country. This is the Country on OpenData.
4. Select a Locale. This is the Locale of Medical Inquiry users.
5. Click Save.

For example, if you select Germany as the Country and Germany as the Locale, Medical Inquiry users in Germany will only see OpenData records where the Country is Germany.

Configuring the CRM Connection

Veeva CRM customers can enable the CRM Connection, which allows Vault to pull Medical Inquiry records from CRM and close the inquiry in CRM when the case is closed in MedInquiry. Vault pulls Medical Inquiry records in the Submitted or Saved states that are assigned to the Medical Inquiry Integration User using a scheduled job to create corresponding Case and Case Request records. Then, Vault pushes the status of records in the Closed state back to CRM using a second scheduled job. By default, Vault sends a status update to CRM indicating that the inquiry is closed.

This feature is separate from the CRM Data Sharing feature and does not require you to sync CRM Accounts to MedInquiry prior to pulling inquiries.

Vault notifies the user initiating the job or the job owner upon failure or completion of the job. You can schedule jobs to run the connection. You can also manually run the pull and push jobs by performing the actions on the integration points.

This feature must be enabled by Support. Once this feature is enabled, navigate to Admin > Settings > Application Settings and, under Medical Inquiry, select the Sync CRM Inquiries with MedComms checkbox.

This feature can only be enabled when the Medical Inquiry CRM Data Sharing feature is disabled.

To create the Connection, create a CRM Org object with the Medical Inquiry integration selected. Vault provides the initial setup from the CRM Org record. You must enter the CRM Org Type and CRM Org ID fields on applicable CRM Org records. You must also enter a CRM Username.

You must configure the following components to use the CRM Connection:

• Add the Veeva ID and OpenData Healthcare Provider ID fields to the Case Contact object type on the Person object
• Add the Mobile, CRM Org, External ID, and Source fields to the Associated Contact object type
• Update the Email field on the Associated Contact object type to be optional
• On the Person object, clear the Must Be Unique checkbox on the External ID field
• Add the Last CRM Data Share and Source CRM Org fields to the Case object page layout
• Configure the user action and add your CRM Connection credentials

Authorizing the Connection

First, you must configure the action to authorize credentials:

1. Navigate to Admin > Configuration > Objects > Connection Authorization.
2. Click the Actions tab.
3. Click Create.
4. Select Enter Salesforce Connected App Details and click Continue.
5. Optional: Enter a Description.
6. Click Save.
7. Navigate to the Object Type tab.
8. Click the Actions menu.
9. Select Edit Object Type Actions.
10. Add the Enter Salesforce Connected App Details action to the Basic Auth Object Type.
11. Click Save.

Next, add your credentials:

1. Navigate to Admin > Connections > Connection Authorizations.
2. Click the desired authorization or create a new Connection Authorization.
3. Click Edit.
4. Enter your Veeva CRM User Name, then click Save.
5. Click the Actions menu and select Set Password.
6. Enter your CRM password, then click Save.
7. Click the Actions menu and select Enter Salesforce Connected App Details.
8. Enter your Client ID / Connected App Consumer Key and Secret / Connected App Consumer Secret.
9. Click Save.

Configuring Integration Rules

After authorizing the CRM Connection, you must add and configure integration rules to suit your business logic. You can create a single set of inbound integration rules for the integration point. The outbound push job does not support integration rules, and only pushes a status update back to Veeva CRM to close the Medical Inquiry when the Case is closed in Vault.

To configure integration rules:

1. Navigate to Admin > Connections > Integration Rules.
2. Click Create.
3. Enter a Label and a Name.
4. Select a Connection.
5. Select an Integration Point.
6. Click Save.

Field Rules

Next, you must add field rules for each field you want Vault to populate. Field rules should account for the fields you wish to sync from the Medical Inquiry in CRM into Vault. You can specify default values for fields that are excluded from the transfer between applications using a record with only the target object and field populated alongside the type and default value. Vault also applies defaults if the CRM record has no value selected.

Vault limits the Medical Inquiry transfer to the sources used and only pulls the fields for the given query object, the Medical Inquiry record in CRM.

Create a Scheduled Pull Job

Next, you must configure the action to authorize credentials:

1. Navigate to Operations > Job Definitions and click Create Job.
2. Enter a Title and a Name.
3. Under Type, select SDK Job.
4. Under Job, select com.veeva.vault.app.medical.medicalinquiry.crmorg.jobs.CRMOrgMedicalInquiryPullSchedulingJob (Medical Inquiry (CRM Connection Inquiry Pull)).
5. Define a schedule.
6. Select a Job Owner.
7. Select Active in the Status drop-down.
8. Click Save.

Create a Scheduled Push Job

Then, you must configure a second action to authorize credentials:

1. Navigate to Operations > Job Definitions and click Create Job.
2. Enter a Title and a Name.
3. Under Type, select SDK Job.
4. Under Job, select com.veeva.vault.app.medical.medicalinquiry.crmorg.jobs.push.CRMOrgMedicalInquiryPushJob (Medical Inquiry (Inquiry Push Job) - NA Commercial Org).
5. Define a schedule.
6. Select a Job Owner.
7. Select Active in the Status drop-down.
8. Click Save.

Create a Local Connection

The scheduled job requires a connection to allow Vault to read data from the CRM Org and Connection objects.

To create a new connection:

1. Enter a Name.
2. Enter medcomms_local as the API Name.
3. Under Connection Type, select Local.
4. Enter a Description.
5. Select an Authorized Connection User. This is the user with permission to to run the scheduled job.

Next, add an action to run the job:

1. Navigate to Configuration > Objects > Integration > Actions.
2. Select Create.
3. Add the Execute Medical Inquiry Pull job.

Configuring the Medical-Safety Vault Connection

Organizations with both MedInquiry and a Safety Vault can exchange data using a standard Vault to Vault connection. The Medical-Safety Connection transfers Adverse Event data from MedInquiry to Vault Safety, which includes patient, reporter, product, and event information. This transfer creates an Inbox Item in Vault Safety for further Case processing and reporting.

This section includes information on configuring the connection in MedInquiry. For more information on configuring the connection in your Safety Vault, see Configuring the Medical-Safety Vault Connection.

Enabling the Integration in MedInquiry

The Adverse Event Integration is inactive by default. To activate this integration:

1. Navigate to Admin > Connections > Medical Safety Connection.
2. Expand the Integrations section.
3. Click Adverse Event Integration.
4. Select Active in the Status field.
5. Click Save.

Configuring the Transfer to Safety Action

After activating the integration, you can configure the Transfer to Safety action as a user action or an entry action on any state in the Event object lifecycle. When executed, this action schedules the Adverse Event Outbound Job and updates the Transfer Status field on the Adverse Event.

Related Permissions

Users must have a security profile that grants Admin: Objects: Create and Edit permissions on the Case, Case Request, Case Response, Case SLA, Fulfillment Document, Case Contact, and Person Address objects to perform common Medical Inquiry tasks. The configuration migration package provides the Medical Inquiry User and Medical Inquiry Approver security profiles as examples.

You can complete all steps in this article with the standard System Admin or Vault Owner security profile. If your Vault uses custom security profiles, your profile must grant the following permissions: