Customizing Product Discussions on the Call Report

The product discussions section can be customized to filter information or display more information, as business needs require. Customization can help businesses stay on track with their goals by guiding users' discussions with HCPs, for productive and effective customer interactions. Customizing product discussions helps users see the most relevant information, making their work easier and more efficient. It also helps users keep conversations organized, ensures important topics are covered, and makes it simpler to find relevant discussions. In cases where product discussions are mandatory, the product discussion can be made required to meet compliance needs.

The following customizations are available:

Who can use this feature?

  • Browser, iPad, iPhone, Windows Users
  • Users do not require an additional license
  • End Users

Configuring Customizations for Product Discussions for

To configure this feature, ensure Configuring Call Reporting is complete. Depending on which customizations are needed, see the following sections:

Configuring Discussion Section Layouts by Call Object Type

To display different fields to different sets of users for the same call object type:

  1. Navigate to Admin > Configuration > Objects > call2_discussion__v.
  2. Select the Object Types tab.
  3. Create object types on the call2_discussion__v object that have the same exact names as the appropriate object types on the call2__v object.
  4. Select the Layouts tab.
  5. Create layouts on each object type for the appropriate sets of users.

  6. Add the appropriate fields from the call2_discussion__v object to the Details (information_vod__c) section of the new layouts. The section name must be information_vod__c.

  7. Navigate to Admin > Users & Groups > Permission Sets.

  8. Select the appropriate permission set.

  9. Select the Objects tab.

  10. Grant users CRED permission to the newly created object types on the call2_discussion__v object.

Configuring Filtering Picklist Values Based on Product Discussions

To configure custom picklists dependent on products:

  1. Navigate to Admin > Users & Groups > Permission Sets.
  2. Select the appropriate permission set.
  3. Select the Objects tab.
  4. Grant users Edit field permission to the product_map__v field on the call2_discussion__v object.
  5. Navigate to Admin > Configuration > Objects > call2_discussion__v.
  6. Select the Fields tab.
  7. Ensure the picklist values in the product_map__v field on the call2_discussion__v object are active and match all potential detail products. The picklist values of the Product Map field must match the names of all potential detail products. The format for detail product names is Product Detail Name | Product Group Name when using products with groups.
  8. Create a custom picklist field on the call2_discussion__v object.
  9. Create a dependency on the product_map__v picklist from the newly created field:
    • Select Create Dependencies for the newly created field
    • Set the product_map__v field as the Controlling Field and the custom picklist as the Dependent Field
    • Select which values to display based on product for the custom field
  10. Select the Object Types tab.
  11. Enable the new field for the appropriate call2_discussion__v object types.
  12. Select the Layouts tab.
  13. Place the new field on the appropriate call2_discussion__v layouts.

Configuring Product Strategies and Tactics

To associate product strategies and tactics with product discussions:

  1. Ensure Product Plans and Product Tactics and Strategies are configured, and the appropriate VMOCs are in place for offline platforms.
  2. Navigate to Admin > Users & Groups > Permission Sets.
  3. Select the appropriate permission set.
  4. Select the Objects tab.
  5. Grant users Edit field permission to the product_strategy__v and product_tactic__v fields on the call2_discussion__v object.
  6. Navigate to Admin > Configuration > Objects > call2_discussion__v.
  7. Select the Layouts tab.
  8. Add the product_strategy__v field to the appropriate call2_discussion__v layouts.
  9. Add the product_tactic__v field to the appropriate call2_discussion__v layouts.

Configuring Account Tactics for Product Discussions

To configure account tactics for product discussions:

  1. Ensure the following is complete:
    • Account Tactics are enabled
    • The account_plan__v field is on the appropriate call2__v layouts
    • There are active account tactics for the selected account plan
    • The appropriate VMOCs are in place for offline platforms
  2. Navigate to Admin > Users & Groups > Permission Sets.
  3. Select the appropriate permission set.
  4. Select the Objects tab.
  5. Grant users Edit field permission to the account_tactic__v field on the call2_discussion__v object.
  6. Navigate to Admin > Configuration > Objects > call2_discussion__v.
  7. Select the Layouts tab.
  8. Place the account_tactic__v field on the appropriate call2_discussion__v layouts.

Configuring Required Product Discussions

To configure required product discussions:

  1. Navigate to Admin > Users & Groups > Permission Sets.
  2. Select the appropriate permission set.
  3. Select the Objects tab.
  4. Grant users Read field permission to the require_discussion__v field on the product__v object.
  5. Navigate to Admin > Configuration > Objects > product__v.
  6. Select the Fields tab.

  7. Set the default value for the require_discussion__v picklist on the product__v object to yes__v.

  8. Navigate to Business Admin > Objects > product__v.
  9. Select yes__v from the require_discussion__v picklist on the appropriate product_v records, to require a discussion when the product is detailed on the call report.

Using Product Discussion Customizations as

See the following sections for information on each customization:

For information on defining product detail and product discussion default behavior for users with only one product available for detailing, see Detailing Products on the Call Report.

Defining Discussion Section Layouts By Call Object Type

When a user creates a call with a specific object type, the layout used for the product discussion section is the layout associated to the corresponding object type on the call2_discussion__v object.

Filtering Picklist Values Based on Product Discussions

When the user selects a product for detailing or discussion, the product__v field is set to the selected product. The value of the product_map__v field is then automatically set to the same value as the product__v field, and all dependent picklists display values based on the selected product. This increases efficiency in call reporting by presenting users with a set of defaults based on the selected products.

Associating Product Strategies and Tactics with Product Discussions

Individual product strategies and tactics can be associated with a product discussion. This enables users to tie product strategies and product tactics to specific discussions with HCPs, for greater specificity in reporting call discussions.

For example, you discuss a product's efficacy at an HCP lunch meeting, as part of a product strategy for differentiating the product from competing products. To capture this information on the call report, you select the strategy from the product strategy picklist in the Product Discussion section, and then select HCP Lunch from the product tactic picklist.

To associate product strategies and tactics with product discussions:

  1. Add a product discussion to the call report.
  2. Select the appropriate product from the product__v field.
  3. Select a value from the product_strategy__v picklist. The product_strategy__v picklist lists all available product strategy records organized by product plan for the product chosen in the product__v field.
  4. Select a value from the product_tactic__v picklist. The product_tactic__v picklist is dependent picklist that includes the product tactics which are children of the selected product strategy.

Associating Account Tactics with Product Discussions

Associating account tactics with product discussions enables users to identify how product discussions contribute to, and are based on, specific account plans. This allows for increased specificity in call reporting and in tracking of call activities related to account plans.

To associate account tactics with product discussions, select the appropriate account tactic from the account_tactic__v field for product discussions on the call report. The account tactics available in the picklist are filtered based on the account plan selected from the Account Plan picklist on the call report. Only account tactics related to the selected account plan display.

On unique activity group calls, users associate account tactics with product discussions from attendees’ child call reports. The Account Tactic picklist options are filtered based on the Account Plan selected on the parent call and the account on the attendee child call report. Account tactics must be added for one attendee child call at time; picklist options do not display when multiple attendees are selected.

Requiring Product Discussions

Users can be required to enter at least one product discussion for each product detailed on a call to ensure that they do not deviate from established business processes. In some cases, recording product discussions may be required for compliance with regulations.

When product discussions are required, users cannot delete the only product discussion for the product; the delete icon does not display. Users cannot delete the only product discussion, unless they remove the corresponding product details from the call report. To save or submit the call report, users must complete the product discussion fields.

For products with a value of yes__v in the require_discussion__v field on the product__v object, the Product picklist in the Call Discussions section of the call report is read-only.

Because required discussion fields must be populated when a call is saved, do not select product details before executing the call. If users select product details before executing the call and product discussions are required, they cannot save the call report.

Related Topics

Capturing Product Discussions on the Call Report

Detailing Products on the Call Report

Using Key Messages on the Call Report