Suggestions Overview

Suggestions are items that present information to users about how to engage with accounts over multiple channels. Suggestions are based on customer- or partner-generated data. The data comes from a number of accessible repositories, for example, Vault CRM interaction history, sales data, and market research data.

The suggestions module is designed specifically for customers and partners to load analytics data or outputs from data science engines into Vault CRM to be leveraged by users to create calls or call objectives. Information displays in three forms:

• Suggestion – a specific and associated recommended action
• Insight – information without an action
• Preference – channel and offer preferences specific to an account

The following are examples of the types of information presented through suggestions:

• Frequency of interactions
• HCP availability and proximity
• Changes in prescribing habits
• Formulary coverage changes and patient trends

If a business admin needs to be sure everyone on her team knows to detail a new product indication to the relevant accounts, the admin can create a suggestion. When an end user schedules a call with an HCP, the end user sees the suggestion to detail the product's new indication.

Not all features are available on all platforms. For a list of available platforms for each feature, see Platform Functionality.

Suggestion Feedback Records

When end users take action on a suggestion, including executing the suggestion (scheduling a call, creating a call objective, sending an email), dismissing the suggestion, or marking it as complete, a new suggestion feedback record is created. This record includes the following information:

• Created Date - When the user took action on the suggestion
• Created By - Who took action on the suggestion
• Suggestion - Relationship with the parent suggestion record
• Record Type - Tracks the User Suggestion action:
• activity_execution__v - the user took action on the suggestion
• dismiss__v - the user dismissed the suggestion
• mark_as_complete__v - the user marked the suggestion as completed
• Activity Execution Type - The channel associated with the suggestion (Call, Call Objective, Email, WeChat, WeChat Content)
• Lookups to related objects where applicable - Call (if a call is created from the suggested action), call objective (if a call objective from the suggested action is created), sent email (if an email is sent from the suggested action)