Tracking Call Key Messages for CLM Content

Tracking call key messages for CLM content enables organizations and end users to identify impactful content and improve outreach to HCPs. When a key message is viewed through CLM, a call key message record is generated to capture details about the displayed content. If a product detail is associated, a Call Detail record is also created. This information displays in the CLM Details section of the call report, offering a clear overview of the CLM content presented, including key messages, reactions, share channels, and any applicable products.

Who can use this feature?

Configuring Call Key Messages for CLM Content for

To configure this feature:

  1. Ensure Configuring Call Reporting and Configuring CLM as Document Model are complete.
  2. Navigate to Admin > Users & Groups > Permission Sets.
  3. Select the appropriate permission set.
  4. Select the Objects tab.
  5. Grant View access to the clmdetails_section__v object control on the call2__v object.
  6. Navigate to Admin > Configuration > Objects > call2__v > Layouts.
  7. Place the clmdetails_section__v object control on the appropriate call2__v layouts.

Preventing Deletion of Call Key Messages for CLM Content

To prevent users from deleting CLM key messages on the call report:

  1. Navigate to Admin > Configuration > Objects > call2__v > Layouts.
  2. Enable the Disable eDetail Delete section attribute check box for the clm_details_section__v section on the appropriate call2__v layouts.

Tracking Call Key Messages for CLM Content as

When end users display CLM content from a call, a Call Key Message record is created to track each key message displayed. In addition to the standard fields captured for regular key messages, the following fields are stamped to each Call Key Message record:

  • clm_id__v - Stamped Media File name from the Slide document
  • clm_presentation__v - Document reference to the displayed Presentation binder
  • display_order__v - Order in which the slide was displayed
  • duration__v - Duration of the visit to the slide, in seconds
  • slide__v - Document reference to the Slide document displayed
  • name__v - Name of the Slide document
  • presentation_id__v - Stamped record ID of the Presentation binder
  • reaction __v - Based on user’s selection during the presentation
  • share_channel__v - Stamped with the channel used to present CLM content. The following values are available:
    • face_to_face__v - User presented CLM directly from the call report. This is the default value.
  • slide_version__v - Stamped from the Slide document
  • start_time__v - Datetime the slide was shown
  • version__v - Version of the CLM Presentation

Custom fields on the call2_key_message__v object are not supported and do not display on the call report for CLM slides.

A view is captured when either of the following occurs:

  • The user displays the slide for 3 or more seconds
  • The user selects a reaction button

Capturing Call Details for CLM Content as

When users display CLM content from a the call report, Call Detail records are also created or updated for each product detailed via CLM. When the user finishes displaying media, the following fields are updated on Call Detail records and the call report:

  • call2_detail__v records - The type__v field is populated with edetail__v
  • call2__v records - The clm__v check box is selected

Viewing CLM Key Messages as

On the call report, the CLM Details section displays call key messages generated after displaying CLM content. When Displaying Website Content in the Media Library is enabled, call key messages generated from website content also display in the CLM Details section. call key messages are sorted in ascending order by start time, with the earliest call key message displaying first.

The following information displays for each call key message, along with a thumbnail image of the corresponding CLM slide:

  • Presentation Name
  • Product
  • Message
  • Description
  • Share Channel
  • Reaction (or Custom Reaction, if enabled)

Share Channel and Reaction values are pre-populated based on the user’s selections during the CLM presentation but can be modified using the corresponding picklists in the call report. If Requiring Key Messages is enabled, users must populate the Reaction field.

When users save or submit the call report, edits or deletions to call key messages for CLM content are saved to the record. If attendees are added to the call report after CLM is displayed, call key message records are also created for the new attendees when the call report is saved or submitted.

Removing Tracked CLM Slides

When users share CLM content during a call, they may accidentally navigate to slides inappropriate for the call, tracking the those slides on the call report. When editing the call report, users can remove irrelevant slides by selecting the Delete icon next to the appropriate slide in the CLM Details section. This also deletes the related call2_key_message__v record.

The Delete icon does not display if the Disable eDetail Delete section attribute is enabled.

Related Topics

Tracking CLM Call Clickstream Activity

Displaying CLM Content from Calls

Using Key Messages on the Call Report