To configure this feature:

1. Navigate to Admin > Users & Groups > Permission Sets.
2. Select the appropriate permission set.
3. Select Objects.
4. Grant the following permissions:

   Object	Object Permissions	Object Types	Fields	Field Permission
   medical_inquiry_fulfillment__v	R	n/a	mobile_id__v	Read
   medical_inquiry__v	E	medical_inquiry__v	assign_to_user__v fulfillment_created__v mobile_created_datetime__v fulfillment_status__v	Edit

To configure this feature:

1. Navigate to Admin > Users & Groups > Permission Sets.
2. Select the appropriate permission set.
3. Select Objects.
4. Grant the following permissions:

   Object	Object Permissions	Object Types	Fields	Field Permission
   call2__v	E	medical_inquiry_fulfillment__v	medical_inquiry__v	Edit
   medical_inquiry_fulfillment__v	CRED	mail__v phone__v email__v fax__v	medical_inquiry__v assigned_to__v (This field is optional based on whether the user creates and assigns inquiry records.) call__v mobile_id__v	Read
   			account__v If MSLs can edit the initial inquiry notes, grant Edit permission to the following fields. Otherwise, grant Read permission. address_line_1__v address_line_2__v city__v country__v delivery_method__v email__v fax_number__v inquiry_text__v phone_number__v product__v rush_delivery__v state_province__v zip__v	Edit
   medical_inquiry_mulfillment_response__v	CRED	medical_inquiry_fulfillment_response__v	completed_by__v completed_datetime__v medical_inquiry_fulfillment__v fulfillment_materials__v fulfillment_response__v assign_to_comments__v interaction__v method__v reassign__v status__v	Edit

5. Grant Execute permission on the Assign, Create Response, and Edit Response actions on the medical_inquiry_fulfillment__v object.

6. Place the medical_inquiry_fulfillment_responses__c section on the appropriate medical_inquiry_fulfillment__v layout.

The medical_inquiry__v field is on the medical_inquiry_fulfillment__v layout by default. Admins can place medical_inquiry__v field on any other layout used for responding to Medical Inquiries.

7. Edit the status__v field on the medical_inquiry_fulfillment_response__v layout and select the Display As Read-Only check box.

8. Navigate to Business Admin > Objects > veeva_settings__v and edit the Global Veeva Settings record.

9. Populate the medical_inquiry_fulfillment_default__v Veeva Setting with the default user name. This step is optional.

   If you set a default user, all unassigned MIFs go to that user’s queue for assignment. If you set a default user they must remain active for a MIF to be created. If you do not set a default user and no one is assigned, a MIF is not created.

Assigning Medical Inquiries

The assign_to_user__v field indicates who is assigned to a Medical Inquiry. By default, MSLs are filtered based on the account territory on the Medical Inquiry record.

The Assign action only displays when the Medical Inquiry Fulfillment Status is not Completed and the logged in user is the MIF record owner.

Users can assign a Medical Inquiry to a specific MSL or to the default user, if defined in the medical_inquiry_fulfillment_default__v Veeva Setting, when they create or modify a Medical Inquiry. Default users can view MIFs assigned to them as well as unassigned MIFs, and assign them to the proper MSL. If the Medical Inquiry is not assigned to a user when the MIF is created, the assign_to_user__v field is blank and the record status is New. Users can run a query to find all New records and assign them to an MSL.

If users assign a Medical Inquiry to an MSL, the Owner and assign_to_user__v field values are updated to the new user. The Owner controls access to who can create a response. Only the assign_to_user__v field is on a layout; the Owner field value is stored in the database. Once the Medical Inquiry is submitted, the assign_to_user__v field is read only, the status is Assigned, and a MIF is created.

Fulfilling Medical Inquiries

From the Medical Inquiry Fulfillment tab, MSLs can view the MIF records assigned to them and create responses. To ensure sequential tasks occur, only the record owner can create a response. Records can be filtered by Open and All.

The MIF section on the Call layout displays for person accounts only.

medical_inquiry_fulfillment__v records are automatically created when a user submits a medical_inquiry__v record. The MIF contains a copy of the information captured in the inquiry, and the MIF object type is based on the inquiry delivery method. For example, if the user selects Phone from the delivery_method__v field on the inquiry, the fulfillment’s object type is Phone. The MIF is also stamped with the initiated_by__v and initiated_datetime__v values. The fulfillment_status__v field on the Medical Inquiry record syncs with the medical_inquiry_fulfillment__v record status so the user can see when a request is complete.

Responses are created within the framework of a Call, so existing information—for example, media, attachments, Approved Email—can be used in the response. When the response is finished, users have three options:

• Save the response, leaving it in a pending status. The current user retains ownership of the response.
• Submit the response, moving the response and medical_inquiry_fulfillment__v record to a Closed status
• Reassign the response

Users can select the Create Response action only when no open response records exist. Otherwise, the user must select Edit Response.

Previous responses to a call display as read only. For example, if a call center employee sends a generic mailer as a response and then reassigns the inquiry to an MSL for a detailed response, the generic mailer displays as read only for the MSL.

Users can also access medical_inquiry_fulfillment__v records from any call record with the medical_inquiry__v field on the layout.

Self-Assigning Medical Inquiries

MSLs can respond to inquiries in real time. For example, while on a call, an MSL can create an inquiry, assign it to themselves, submit it, then immediately access the MIF record to add a response.