To configure this agent:

1. Ensure the following configuration is complete:

   • Configuring Vault AI in CRM
   • Configuring Call Reporting
   • Recording Audio and Generating Transcripts for Calls

2. Create an AI Coaching Report tab:

   • Navigate to Admin > Configuration > Tabs
   • Select Create
   • Select ai_coaching_report__v as the object for the tab
   • Enter a descriptive name, for example, AI Coaching Reports
   • Select Save
3. Navigate to Admin > Users & Groups > Permission Sets.
4. Select the appropriate permission set.
5. Select the Agents tab.
6. Select the Execute checkbox for the Coaching Agent.
7. Select the Objects tab within the permission set.

8. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permission
   ai_coaching_report__v	RE	All	ai_coaching_report_status__v completed_date__v	Edit
   			account__v call2__v call_date__v call_datetime__v coaching_date__v manager__v ownerid__v score__v status__v	Read
   ai_coaching_evaluation__v	R	All	All Fields	Read
   ai_coaching_recommendation__v	R	All	All Fields	Read

9. Grant users Execute permission to the complete_review__v action on the ai_coaching_report__v object.
10. Select the Tabs tab within the permission set.
11. Grant Read permission to the AI Coaching Report tab.

12. Navigate to Admin > Configuration > Objects > ai_coaching_report__v > Layouts.

13. Add related object sections for the ai_coaching_evaluation__v and ai_coaching_recommendation__v objects on the appropriate ai_coaching_report__v layouts.

14. Activate the Coaching Agent:

    • Navigate to Admin > Configuration > Vault AI Setup > Agents
    • Select the Coaching Agent
    • Select Edit
    • Select Active in the Status picklist
    • Select Save
    • Expand the Actions section
    • Verify the following agent actions are Active:
      • Evaluate Call from Transcript (evaluate_call_from_transcript__v) - Evaluates a call transcript to produce an AI Coaching Report

The Coaching Agent evaluates a call transcript against active Coaching Rules.

Veeva provides the following standard Coaching Rules by default:

• Engagement - Start every interaction with a clear purpose and a proposed agenda, and confirm the HCP is on board before moving forward. Ask open-ended questions and follow up on what the HCP shares rather than moving to the next point. Check in throughout to ensure understanding. Before ending, summarize key agreements and close with a specific next step or commitment the HCP has agreed to.
• Messaging - Back claims with clinical trial data rather than assertion. Connect product information to a specific patient need or benefit rather than listing features. Include diagnostic criteria or patient-identification cues that help the HCP recognize which patients are relevant. When the HCP describes a particular patient type, speak directly to that profile.
• Objection Handling - When the HCP raises a concern, acknowledge it before responding. Answer with specific evidence or data rather than general reassurance. Check whether the response resolved the concern.

Business admins can activate or deactivate any of these default rules. However, the Veeva-provided default rules cannot be edited or deleted.

Rules only need to be created in English. By default, all rules are translated into the user's language.

To modify a standard coaching rule:

1. Navigate to Business Admin > Objects > Agent Rules.

2. Select a Coaching Rule, as identified by the Coaching Rule object type.
3. Select Edit.

4. Modify any of the following values:

   • Weight - Determines how much the rule contributes to the overall score. Weight can be any number between zero and 1,000, with up to two decimal values.
   • Order - Determines the rule's display order and whether it qualifies as a Key Coaching Category. Order can be any whole number between 1 and 25.
   • Status - Active status enables the rule; inactive status disables it
5. Select Save.

On Veeva-provided Coaching Rules, admins can only update the Weight, Order, and Status fields.

AI Coaching Reports reflect the Coaching Rules that existed at the time they were generated. When Coaching Rules are updated, changes are applied going forward. Previous AI Coaching Reports are not updated.