Vault AI in CRM incorporates the following components.

Vault CRM Data Layer

Vault CRM’s data layer securely provides the Large Language Model (LLM) with contextual data from your CRM instance. This layer includes the Vector Database, which stores approved content as vectors. This ensures the model's responses are grounded in customer-specific data that the end-user already has access to view.

Large Language Model

The Large Language Model analyzes language, context, and intent of user prompts and input. It processes each request, generating responses grounded in the information retrieved from the Vault CRM Data Layer.

AI Settings

AI Settings provide the ability to define specific AI application behavior for a Vault or an application profile. For more information, see Configuring AI Settings.

AI Agents

• Pre-Call Agent — The Pre-Call Agent uses AI to intelligently assist users in planning and preparing for interactions with HCPs
• Agentic Email — Agentic Email uses AI to provide assistance when composing Approved Emails
• Insight Quality Agent — The Insight Quality Agent uses Veeva-provided or custom guidelines to check the quality and completeness of free text entries
• Media Agent — The Media Agent uses AI to help users quickly find information about products and access relevant media for HCP interactions
• Text Monitoring Agent — The Text Monitoring Agent uses AI to proactively analyze information entered in free text fields and flag potential compliance concerns before the information is saved
• Voice Agent — The Voice Agent uses AI to convert your words into text, then intelligently maps that text to fields and records in Vault CRM

To simplify administration, Vault AI uses configuration records called AI Settings, stored on the ai_settings__v object. These settings define how AI features behave across your Vault and can be applied at either the global (Vault-wide) level or the profile level.

How AI Settings work:

• Global AI Settings control the default behavior for the entire Vault
• Profile-level AI Settings allow administrators to override global defaults for specific application profiles (for example, to tailor AI access or behaviors for Field Users vs. Managers)
• When both are configured, profile-level settings take precedence over global settings
• A Global AI Settings record is provided by default

To view or edit AI Settings:

1. Navigate to Business Admin > Objects > AI Settings.
2. Select one of the following:

• The Global AI Settings record for Vault level changes
• A profile-level AI Settings record

3. Select Edit to make changes for one or more AI Settings.
4. Select Save.

To create a profile-level AI Settings record:

1. Navigate to Business Admin > Objects > AI Settings.
2. Select Create.
3. Enter a Name.
4. Select an Application Profile to which the AI Settings should apply.
5. Set the status to Active.

For additional information on creating profile-specific settings, see Configuring VMOCs or Settings for an Application Profile.

To configure Vault AI in CRM:

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

   Object	Object Permission	Object Types	Fields	Field Permission
   ai_settings__v	R	None	All Object Fields	Read

Ensure the All Object Fields checkbox is selected for the Read column on the ai_settings__v object.

5. Select the Agents tab.

   

6. Grant Execute access to the appropriate AI agents:

   • Agentic Email (agentic_email_agent__v)
   • Insight Quality Agent (insight_quality_agent__v)
   • Media Agent (media_agent__v)
   • Pre-Call Agent (pre_call_agent__v)
   • Text Monitoring Agent (text_monitoring_agent__v)
   • Text Monitoring for Home Office Agent (text_monitoring_for_home_office_agent__v)
   • Voice Agent (voice_agent__v)
7. Navigate to Admin > Settings > Veeva AI Settings.

8. Select the appropriate LLM Connections. By default, Veeva provides a Basic LLM and an Advanced LLM. Custom LLM providers are also supported; for more information, see Configuring Custom Agents on the Vault platform help site.

9. Navigate to Business Admin > Objects > VMobile Object Configurations.
10. Activate the VMOC for the ai_settings__v object for the appropriate platforms.

After Vault AI is configured, complete configuration for the appropriate agents:

• Configuring Agentic Email
• Configuring the Insight Quality Agent
• Configuring the Media Agent
• Configuring the Pre-Call Agent
• Configuring the Text Monitoring Agent
• Configuring the Text Monitoring for Home Office Agent
• Configuring the Voice Agent

Vault AI functionality is only available after one or more agents are configured, and any applicable features are configured.