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            Get Your Org Ready for the Customer Engagement Managed Package

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            Get Your Org Ready for the Customer Engagement Managed Package

            Complete tasks before you install the Life Sciences Cloud for Customer Engagement managed package in your org. The package installation process fails when you don’t complete these prerequisite tasks.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions with Life Sciences Cloud, Life Sciences Cloud for Customer Engagement Add-on license, and the Life Sciences Customer Engagement managed package.
            User Permissions Needed
            To complete package pre-installation: Life Sciences Commercial Admin and Health Cloud Starter permission sets
            Warning
            Warning

            Make sure to install the Life Sciences Cloud for Customer Engagement managed package in a new, blank org that doesn't contain pre-existing configurations. Confirm with your Account Executive during license provisioning that the licenses are applied to a new, blank org. If you plan to install the managed package in an org with pre-existing configurations, evaluate the org to test the potential impact.

            Assign Permission Sets to Your Admin User Account

            Assign the Life Sciences Commercial Admin and Health Cloud Starter permission sets to your admin user account. These permission sets provide access to Customer Engagement features, data model objects, and metadata objects.

            1. From Setup, use the Quick Find box to search for and select Users, and then select your admin user account.
            2. Scroll to Permission Set Assignments, and then click Edit Assignments.
            3. Move Health Cloud Starter and Life Sciences Commercial Admin to the Enabled Permission Sets list from the Available Permission Sets list, and then save your changes.
            4. Scroll to Permission Set License Assignments and verify that Health Cloud Starter and Life Sciences Commercial are listed. These licenses are automatically added when you assign the permission sets.

            Configure Life Sciences for Customer Engagement Setup Settings

            Configure settings from the Life Sciences for Customer Engagement Setup page.

            1. Turn on Life Sciences for Customer Engagement Setup. This setting activates foundational Customer Engagement features in your org and unlocks additional setup settings.
              1. From Setup, use the Quick Find box to search for and select Life Sciences for Customer Engagement Setup.
              2. Turn on Life Sciences Customer Engagement. The Life Sciences for Customer Engagement Setup page shows more settings.
              3. Turn on RSVP Email Address to create the email address that receives and handles responses from iCalendar invitations. This is a prerequisite setting for email administration in Life Sciences Customer Engagement. To learn more, see Get Your Org Ready for Emails.
            2. Turn on Surveys and configure survey settings. Customer Engagement uses Survey Invitation and Survey Subject objects for tracking customer feedback. These objects become available when you turn on Surveys.
              1. Expand the Get Your Org Ready to Use Life Sciences Cloud for Customer Engagement section, then click Configure Surveys.
              2. From the Surveys page, turn on Surveys. You can now access the Survey Invitation and Survey Subject objects in Object Manager.
              3. Turn on Survey Owners Can Manage Responses.
              4. Leave the other settings blank, and return to the Life Sciences for Customer Engagement Setup page.
              Note
              Note Configure territories later in this topic.
            3. Turn on settings for package installation. These settings enable Salesforce features that the package depends on. The package installation fails without them.
              1. From the Get Your Org Ready to Use Life Sciences Cloud for Customer Engagement section, click Verify and Enable Settings to show the list of settings.
              2. Click Enable All.
              3. Click Close after all settings are turned on.
              Warning
              Warning Don't turn off any of these prerequisite settings or feature preferences via metadata APIs. Doing so causes future upgrades of the package to fail.
            4. Configure organization-wide default sharing settings. The package requires specific sharing defaults to function properly and maintain data security.
              1. From the Get Your Org Ready to Use Life Sciences Cloud for Customer Engagement section, click Configure Sharing.
              2. Click Edit.
              3. Verify the default internal and external access for the Account and Contract object is Private. If it isn’t, update the access, and acknowledge the UI messages that appear.
              4. Verify the default internal and external access for the Case and Opportunity objects is Private. If it isn’t, update the access.
              5. For the Provider Affiliation and Provider Affiliation Product objects, change the default internal access to Public Read/Write.
              6. Save your changes and return to the Life Sciences for Customer Engagement Setup page.
            5. Turn on Life Sciences Cloud for Customer Engagement Features. Several of these features provide automatic sharing of records based on a user's access to an account or territory.
              1. Expand the Life Sciences Cloud for Customer Engagement Features section.
              2. Turn on Account-Based Sharing, Best Contact Time Custom Sharing, Contact Point Social Custom Sharing, Territory-Based Derived Sharing, Parent Territory Product Alignment, and Product Hierarchy Business Group Filter.
              Note
              Note Complete the Configure Account Summarization for Customer Engagement, Configure Provider Cards for Customer Engagement, and Set Up Agentforce for Visit Planning sections after you install the managed package.

            Turn On Additional Org-Wide Features

            Turn on org-wide features such as Inventory Count, Chatter, Data Protection and Privacy, Translation Workbench, Multi-Currency, and State and Country/Territory Picklists before you install the managed package.

            1. Turn on Inventory Count, Sales Account Plans, and Care Plan settings in your org.
              1. From Setup, use the Quick Find box to search for and select Inventory Count Settings.These settings are required if you plan to use inventory management features to track product samples or medical devices.
              2. Turn on Inventory Count.
              3. From Setup, use the Quick Find box to search for and select Sales Account Plans.
              4. Turn on Sales Account Plans.
              5. From Setup, use the Quick Find box to search for and select Care Plan Settings.
              6. Turn on Care Plans.
            2. Verify that Chatter is turned on in your org. Chatter is a corporate network that helps your users collaborate and share information with each other within your Salesforce org. To learn more, see Chatter Overview.
              1. From Setup, use the Quick Find box to search for and select Chatter Settings.
              2. Under Chatter Settings, if Enable is selected, don't take any further action. If this option isn't selected, click Edit, select Enable, and then save your changes.
            3. Verify that data protection details are available in records. This setting enables compliance features for managing sensitive healthcare data.
              1. From Setup, use the Quick Find box to search for and select Data Protection and Privacy.
              2. If the Make data protection details available in records setting is selected, don’t take any further action. If this option isn't selected, click Edit, select Make data protection details available in records, and then save your changes.
            4. Turn on Translation Workbench in your org. This is required if you plan to support multiple languages for your users. To learn more, see Supported Languages in Life Sciences Cloud for Customer Engagement.
              1. From Setup, use the Quick Find box to search for and select Translation Language Settings.
              2. If Translation Workbench isn't turned on, click Enable.
              3. For Language, if English is selected, click Edit. If English isn't selected, click Add, and then select English.
              4. Move the Admin User to the selected list of translators for English.
              5. Save your changes.
            5. Turn on Multi-Currency. This feature is required if your organization operates in multiple countries with different currencies. Follow the steps in Enable Multiple Currencies.
            6. Turn on State and Country/Territory Picklists. Life Sciences Cloud uses State and Country fields such as ContactPointAddress for location data.
              1. Follow the steps in Convert State and Country/TerritoryData.
              2. Follow the steps in Enable and Disable State and Country/Territory Picklists.

            Turn On Person Accounts

            Turn on contacts to relate to multiple accounts, and then enable Person Accounts. Person Accounts are required to represent Healthcare Professionals (HCPs) as individual people in Life Sciences Cloud.

            1. Relate a single contact to multiple accounts so you can easily track the relationships between people and organizations. This setting is required to use person accounts in Life Sciences Cloud.
              1. From Setup, use the Quick Find box to search for and select Account Settings.
              2. Click Edit.
              3. In the Contacts to Multiple Accounts Setting section of the page, select the checkbox for Allow users to relate a contact to multiple accounts.
              4. Save your changes.
            2. Enable Person Accounts.
              1. From Setup, use the Quick Find box to search for and select Person Accounts.
              2. Go through the steps listed on the Person Accounts page.
              3. Click Check Readiness to ensure you’ve completed all the prerequisites to enable person accounts in your org.
              4. Click Enable Person Accounts. Click Enable when you see the warning message.
                After Person Accounts is enabled, the Person Account and the Account Contact Relationship objects become visible in Object Manager in your org. In the Person Account object, a person account record type and person account page layout are created automatically.

            Set Up Sales Territories for Life Sciences Cloud

            Turn on the Sales Territories feature. Create a territory type, create a territory model,and create a hierarchy of territories as you build the territory model. Activate the territory model, and then assign users to territories. Territory assignment determines which records field users can access in the Life Sciences Cloud mobile app.

            1. From Setup, use the Quick Find box to search for and select Territory Settings.
            2. If Sales Territories isn't turned on, click Enable Sales Territories.
            3. Create a territory type. Follow the steps in Create Territory Types.
            4. Create a territory model. Follow the steps in Create a Territory Model Record.
            5. Create a hierarchy of territories. Follow the steps in Create Territories. You can create up to 1000 territories. This limit applies when your org expands to new business units or countries. Request an increase from Salesforce if necessary.
            6. Activate the territory model. Follow the steps in Activate a Territory Model.
            7. After you create users, assign them to territories. Follow the steps in Assign Users to Territories. You must assign Customer Engagement users to a territory. Otherwise, they have limited access to the Life Sciences Cloud mobile app.

            Now that you've completed the above tasks, you're ready to install the managed package.

             
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