Organizations using both a Medical Vault and Vault CRM can use a standard Vault to Vault connection.
Note: The Medical-CRM Connection is only available for organizations with both a Medical Vault and Vault CRM.
The Medical-CRM Connection enables the transfer of the following information:
- Medical Inquiries are shared from Vault CRM to your Medical Vault for fulfillment with the corresponding Account information.
- Case and Case Request updates and closures in your Medical Vault are shared back to Vault CRM.
- Case Contact information in Vault CRM is matched to existing Case Contacts in your Medical Vault, where data usage agreements allow.
- Country routing information in Vault CRM to your Medical Vault.
For example, when a sales representative creates an inquiry in Vault CRM, Veeva MedInquiry pulls the inquiry from Vault CRM to create a Case in MedInquiry, which a call center agent responds to using MedInquiry to generate a response package. When the agent closes the case in MedInquiry, Vault pushes an update, which can include response notes and a link to the response package, back to Vault CRM.
Note: The Medical-CRM Connection works cross-domain between production and sandbox Vaults. However, Vault does not populate production Vaults with data or documents from sandboxes.
Prerequisites
To use this feature, your Admin must complete the following procedures:
How the Medical-CRM Connection Works
When you create and process an Inquiry in Vault CRM and submit the Inquiry with the Transfer to Medical action:
- Vault pulls the HCP information from the Account or Inquiry into MedInquiry, depending on your data usage agreement.
- Vault Medical either creates a new Case Contact record or updates an existing record based on whether or not an existing Case Contact includes a matching Veeva ID or External ID.
- Vault Medical creates the Case and Case Request records.
Vault CRM pulls Case Request records modified since the Last Successful Run Time for Case Requests that originated from Vault CRM.
After the Case and Case Request are successfully created in MedInquiry, Vault CRM updates the Transfer Status field to Success and the Inquiry can no longer be updated. When the Case Request enters the In Progress and Closed states, Vault CRM updates the Medical Inquiry Case Status field and any other fields mapped using field rules.
Vault Medical uses the Case Contact Source Data object to store the Vault CRM Account information in order to create or update a corresponding Case Contact record.
The Medical-CRM Connection supports synchronizing records from multiple Vault CRMs. While synchronizing records:
- If a pre-existing record from the source Vault with a matching CRM Org, CRM ID, External ID, or Link value exists in the target Vault, Vault updates the existing record.
- If a pre-existing record from the source Vault with an identical Name but different CRM Org, CRM ID, External ID, or Link value, Vault creates a new record.
- Vault uses the Link field to look up matching records in Vault CRM. If the Link field on an existing record in MedInquiry is blank, the Medical-CRM Connection uses the External ID field.
How the Country Integration Works
Vault CRM includes a Connection Settings object type, such as CLM Integration Settings, for each feature that supports document routing based on country. Within this object, users can select multiple Country (country_cda__v) values from the Country Filter picklist to route content for their Medical Vault.
In the Medical Vault, a Connection Country record is created to match the Countries selected from the filter in Vault CRM. The connection confirms that it creates a Connection Country record for each Country (country__v) record which has the Country (country_cda__v) field populated with values that match the values in the Country Filter picklist in Vault CRM.
For example:
- Vault CRM A: The Country Filter picklist is populated with United States.
- Vault CRM B: The Country Filter picklist is populated with United States, Canada.
- Vault CRM C: The Country Filter picklist is populated with Mexico, Canada.
Subsequently, the Medical Vault will have Country records for the United States, Canada, and Mexico, and the Country records will have their Country fields populated with country_cda__v picklist values for their matching countries. Additionally, the Global Country record also has its Country field populated with country_cda__v picklist values of United States, Canada, and Mexico, along with other countries listed.
After Vault synchronizes Vault CRM with the Medical Vault, the Connection Country object creates records as follows:
- Vault CRM A: United States, Global
- Vault CRM B: United States, Canada, Global
- Vault CRM C: Mexico, Canada, Global
If Document A in the Medical Vault has a Country field of United States and is updated with a new description, Vault CRM A and Vault CRM B are updated with the new description in near real-time, based on the records in the Connection Country object.
If Document B is created in the Medical Vault and has a Country field of Global, Vault CRM A, Vault CRM B, and Vault CRM C are sent Document B in near real-time, based on the records in the Connection Country object.