Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/ServiceCenter/Outbound/SCOutbound.htm ## Using the Service Center Outbound Tab The Service Center Outbound tab allows Service Center reps to create and manage their target lists, make outbound calls to targets, and record and track their progress, all from within Service Center. The structured workflow of engagement states also allows managers to track progress and performance. **Who can use this feature?** * Business Admin Users - Browser * [Configuring Preferred Phone Numbers](#Preferred) * Service Center Reps - Browser * [Using the Outbound Tab](#Using) * [Navigating Outbound Target Lists](#Navigati) * [Editing an Outbound Target List](#Editing) * [Deactivating a Target List](#Deactivate) * [Using the Outbound Tab for Calls to Targets](#Using2) * Users do not require an additional license ### Configuring the Outbound Tab for [![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)All Users](#) To configure this feature: 1. Ensure [Configuring Service Center](../SCConfig.htm) is complete, including the selection of a default queue. 2. Ensure [Veeva Omnichannel for Service Center](../Using/SCOmniConnect.htm) is configured. 3. Navigate to **Admin > Configuration > Application Configurations > Application Profiles**. 4. Select **Create**: * Enter **Service Center Outbound** in the Label field * Enter **service\_center\_outbound** in the Name field 5. Select **Save**. 6. Ensure the **Outbound Application Profile** is assigned to users: * Select the **Users** tab * Select **Add** * Select the appropriate user(s) 7. Select **Save**. 8. Navigate to **Business Admin > Objects**. 9. Select the **console\_application\_settings\_\_v** object. 10. Select **Create**. 11. Create a new **Service Center** Console Application Settings Type: * Enter **Service Center Outbound** in the Name field * Select **Service Center Outbound** for the Console Application Profile * Select **Outbound** for the Console Tab Access 12. Select **Save**. ### Using the Outbound Tab as [![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#) Service Center reps can view high-level details about any selected target from the Outbound tab including the number of call attempts, recent activities, and current lifecycle state. ![](../../../Resources/Images/Service Center/Outbound/Not Started.png) To interact with their outbound target accounts, Service Center reps must create a Target List and add targets. To create a Target List: 1. Navigate to **Service Center > Outbound**. 2. Select the + icon next to Target Lists if this is not your first Target List. Otherwise, skip to next step. 3. Select **Create Target List**: * Enter a name for the target list (required) * Enter a description (optional) * Enter a start date (optional, but recommended) * Enter an end date (optional) ![](../../../Resources/Images/Service Center/Outbound/Target Lists_ Create List (1).png) 4. Select **Create**. To add targets to a Target List via Import: 1. Create an [Account View](../../Accounts/MyAccounts/Account_Lists_and_Views.htm) of the records to add to the Target List. 2. Add the **ID** column to the view. 3. Select **Save**. 4. Select **Export > CSV** from the All Actions (...) menu. 5. Navigate to **Service Center > Outbound**. 6. Select the appropriate target list. 7. Select **Import**. ![](../../../Resources/Images/26R1 UVCs/26R1.2/SearchtoAddAfter.png) 8. Copy and paste values from the exported .csv file, or drag the .csv file to the page to add the exported data. 9. Select **Upload to CRM**. Data is validated to ensure proper format. 10. Select **Close**. The new target list displays in the left pane in Service Center. 11. Select **Activate List**. All records are now active and are moved to Not Started status. A View Not Started notification displays, enabling users to easily access the targets in their Not Started view. To add targets to a Target List via account search: 1. Select the **Search to Add** button. 2. Search for and select the appropriate accounts. Selected accounts display at the bottom of the search modal. Users must enter at least two characters in the search box in order to search. Search results only display accounts in the user's territory. ![](../../../Resources/Images/Service Center/OutboundEnhancements/AddTargets2.png) 3. Select **Add Targets to List**. 4. Select **Activate List**. All records are now active and are moved to Not Started status. A View Not Started notification displays, enabling users to easily access the targets in their Not Started view. Recently added targets display with a New icon in the Status column until the user navigates away from the list or refreshes the page. Targets are sorted by Status (Active or New > Closed > Removed) and then sub-sorted by Name. ### Navigating Outbound Target Lists and Views as [![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#) User-created Outbound Target Lists provide real-time sorting, search, and filter capabilities. Outbound Target Views (Today’s Focus, Scheduled, Retry, Not Started, Closed) provide real-time search capabilities and options to take action on account targets. #### Views To locate a specific target within a view, enter search criteria in the search box at the top of an Outbound Target View (Today’s Focus, Scheduled, Retry, Not Started, Closed). Search results are queried using an AND clause between terms. Up to 10 search terms are supported, per search. ![](../../../Resources/Images/Service Center/OutboundEnhancements/TargetSearchCropped.png) Review the search results. Each term searches against the Target’s Account Name as well as the Target List Name. If the search returns more than 15 results, scroll to the bottom to load additional records. Select the X icon in the search bar to remove search criteria and return to the full list view. #### Lists ##### Sorting Targets Select any column header to sort targets in an Outbound Target List. For example, select the Last Activity Date header to prioritize accounts based on interaction history. ![](../../../Resources/Images/Service Center/OutboundEnhancements/LastActivitySortCropped.png) To sort on multiple columns, select and hold the Shift key, then select multiple columns in the appropriate sort order. ##### Searching Targets To locate a specific target within a list, enter search criteria in the search box at the top of an Outbound Target List. ![](../../../Resources/Images/Service Center/OutboundEnhancements/SearchCropped.png) Review the search results, which update instantly as text is entered. Users can search by account name, Primary Address, or by any other information included in the Outbound Target List’s columns. Search results display targets where any part of the account name, address, or target information matches the search term. For example, searching for "5" displays targets with five attempts, targets with Last Activity Dates containing "5", and targets with a Primary Address containing “5”. Select the X icon in the search bar to remove search criteria and return to the full list view. Navigating away from the list also clears the search. ##### Filtering Targets Service Center reps can filter targets by any picklist fields represented as columns in the Outbound Target List, including the following: * Primary Country * Primary City * In Today’s Focus * Attempts Filtering on Datetime or Last Activity Date is not supported. To filter an Outbound Target List: 1. Select the **Filter** icon from a column header. ![](../../../Resources/Images/Service Center/OutboundEnhancements/FilterSingleCropped.png) 2. Select the appropriate **filter criteria**. Changes are reflected in real time, as the user selects or deselects criteria. To filter on multiple columns, select and hold the Shift key, then select multiple columns in the appropriate filter order. ![](../../../Resources/Images/Service Center/OutboundEnhancements/FilterMultipleCropped.png) If a target account is no longer actionable due to lack of access, it displays as Account Unavailable. These accounts remain in the list but are automatically excluded from the Today's Focus, Scheduled, Retry, and Not Started views. ### Editing an Outbound Target List as [![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#) Target Lists exist in three states: * Active (includes reactivated Target Lists) - Service Center reps can edit the Name, Description, and End Date of a Target List in this state, as well as add and remove targets. The Start Date cannot be changed. * Inactive or Draft - Service Center reps can edit the Name, Description, Start Date, and End Date of a Target List in this state, as well as add or remove targets * Deactivated - Service Center reps cannot edit Target List details of a Target List in this state Target counts in the left panel and in the pagination count within a list reflect the total number of targets where the Outbound Target Status field (status\_\_v) field is set to Active, regardless of the State (target\_process\_state\_\_v). To edit the details of a target list: 1. Navigate to **Service Center > Outbound**. 2. Select a **Target List**. The selected target list displays in the right-hand pane. ![](../../../Resources/Images/Service Center/EditTargetList1.jpg) 3. Select the **Edit** icon. ![](../../../Resources/Images/Service Center/EditTargetList2.jpg) 4. Update the **Target List Name** and **Description** fields as needed. 5. Update the **Start Date** and/or **End Date** as needed. The Start Date is automatically set as the date the list was activated. The Start Date cannot be updated for active target lists. 6. Select **Save**. #### Managing Targets To add targets to a list: 1. Navigate to **Service Center > Outbound**. 2. Select a **Target List**. ![](../../../Resources/Images/Service Center/OutboundEnhancements/TargetList1.png) 3. Select the **Add Targets** button. Alternatively, select the [Import Targets button](#Using) to add targets in bulk. 4. Search for and select the appropriate accounts. Selected accounts display at the bottom of the search modal. ![](../../../Resources/Images/Service Center/AddRemoveTargets/SearchTargets.png) Users must enter at least two characters in the search box in order to search. Search results only display accounts in the user's territory. 5. Select **Add Target to List**. Recently added targets display with a New icon in the Status column until the user navigates away from the list or refreshes the page. Targets are sorted by Status (Active or New > Closed > Removed) and then sub-sorted by Name. ![](../../../Resources/Images/Service Center/AddRemoveTargets/NewIcon2.png) The New status only applies the first time a target is added to a list; if a target is re-added after being removed from the list, it is not marked as new. To remove individual targets from a Target List: 1. Navigate to **Service Center > Outbound**. 2. Select a **Target List**. 3. Select the **All Actions** menu for the appropriate target. ![](../../../Resources/Images/Service Center/AddRemoveTargets/AddRemoveTarget.png) 4. Select **Remove Target from List**. ![](../../../Resources/Images/Service Center/AddRemoveTargets/ConfirmRemoval2.png) 5. Confirm the removal. The target status updates to Removed and the target is moved to the bottom of the list. The Today’s Focus label does not display for targets in Removed status. After removing targets, users can re-add them as long as the list is not in Deactivated state. Completed targets (targets where the Target Status (target\_status\_\_v) field on the Outbound Target (outbound\_target\_\_v) record is set to Done) cannot be removed from lists. ### Deactivating a Target List as [![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#) Target Lists are automatically deactivated when the Service Center Rep completes all target activities and all Target List records are closed. However, Service Center reps can also manually deactivate an unfinished but obsolete Target List and the associated individual targets, which removes the Target List from the active queue. This allows Service Center reps to focus on actionable targets. All outbound target activities in a Target List must be in Not Started, Retry, or Closed status before Service Center reps can deactivate the Target List. Target Lists with scheduled activities cannot be deactivated. To deactivate a Target List: 1. Select the **Service Center** tab. 2. Select the **Outbound** tab. 3. Select an active **Target List** to deactivate. The selected Target List displays in the right-hand pane. ![](../../../Resources/Images/Service Center/Deactivate_List.png) 4. Select the **All Actions (...)** menu. 5. Select **Deactivate List**. 6. Confirm deactivation. The Target List moves from the active queue to the Deactivated Lists section. All targets in the deactivated Target List with a status of Not Started and Retry are set to Done. Removed targets are automatically updated to the Closed state. To view a summary of targets in the deactivated Target List, select the list from the Deactivated Lists section. Deactivated Target Lists display for 30 days from the date of deactivation. ### Configuring Preferred Phone Numbers as [![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admins](#) Business admins can customize which phone number fields are prioritized for outbound target activities. To configure preferred phone numbers: 1. Navigate to **Business Admin > Objects**. 2. Select the **Console Application Settings** object. 3. Select the **Default** object record. 4. Select the **Edit** icon. 5. Specify up to five preferred phone fields using "object.field" notation in the **Preferred Phone Search** field. For example, account\_\_v.office\_phone\_cda\_\_v;;address\_\_v.phone\_cda\_\_v;;address\_\_v.custom\_phone\_\_c. Standard (\_\_v) and custom (\_\_c) fields are supported. ![](../../../Resources/Images/Service Center/Outbound/config_preferred_phones.png) 6. Select **Save**. ### Using the Outbound Tab for Calls to Targets as [![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#) Service Center reps initiate calls to targets then document the outcome after a call is complete. Service Center reps do not need to create a call report for unsuccessful calls, saving them time and effort which can instead be applied to reaching more targets. Available phone numbers for the target display, organized by their object type. If a phone object type is not available for the target, that category does not display. Phone numbers display in the following order: * Account * Account Primary Address * Primary Parent Account * Primary Parent Account Primary Address When Service Center reps initiate a call, the Target Activity Guide for the selected target displays with current call information, account information, and a full, chronological view of all their activities related to a target, starting with their first attempt to contact an HCP. ![](../../../Resources/Images/Service Center/Outbound/target_activity_guide.png) To initiate a call: 1. Log into an [Omnichannel](../Using/SCOmniConnect.htm) provider (not required when [Any Phone for Service Center](../Using/AnyPhone.htm) is enabled). 2. Select the **Outbound** tab. 3. Navigate to the **Not Started**. 4. Select a phone number from the drop-down list to initiate a call, or select the Call Other option to enter a phone number not associated with the account. The account name and account icon display on the Call Other dial pad to provide a visual confirmation while dialing. Users cannot select the left or center panes while an attempt is in progress. For Call Other, only numerical digits, pound signs (#), asterisks (\*) and plus signs (+) are supported. Call Other phone numbers are captured in the number\_dialed\_\_v field on the outbound\_target\_activity\_\_v object. ![](../../../Resources/Images/26R1 UVCs/26R1.2/CallOtherAfter.png) The Timeline Activity view is updated with the current attempt in progress. Updates continue to post as the interaction proceeds. 5. Select whether the target was reached and a corresponding value from the picklist (required): * No (select reason): * Not Available * Voicemail * Wrong Number * Yes (select reason): * Schedule * Shared Content * Do Not Call * Not Interested * Other 6. Enter target attempt comments. This step is optional. 7. Select **Submit**. The Submit action is not available while a call is active. Once a call record is submitted, the target state automatically adjusts based on the outcome recorded: * Not Started - This is the default state * Retry - User did not reach the target and selected No. Maximum five retry attempts to reach the target before the target state moves to Closed * Scheduled - User reached the target and scheduled a follow-up call. Similar to a pending state. * Closed - Target was reached, or the maximum number of retries was met. Activity for the target is complete. ### Related Topics [Configuring Service Center](../SCConfig.htm) [Using Service Center](../Using/SCUsing.htm) [Completing Outbound Target Outreach in Service Center](https://vaultcrmflightpath.veeva.com/doc/Content/ServiceCenter/OutboundSC/1-Intro.htm)