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            Medical Inquiry Process Flow

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            Medical Inquiry Process Flow

            Medical inquiries transition through five distinct stages. Specific user roles for user personas such as Sales Representative and Medical Science Liaison help govern all system access and actions.

            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.

            Inquiry Lifecycle and Role Permissions

            Stage Process and Actionable Steps
            Draft

            Sales representative creates an inquiry by capturing inquiry details (medical, adverse events or quality complaints), selecting the healthcare professional (HCP) account, adding products and response preferences, and attaching documents or photos.

            Note: Sales representative can create or edit the inquiry questions in this stage but can't author or view medical answers. Draft is the default stage for new inquiries.
            Signed Sales representative reviews inquiry details, adds signature, attests the request, and is ready to submit the record to the MSL queue.
            Submitted Sales representative submits the inquiry, which then moves to the MSL queue. MSL reviews and triages the incoming queue and is ready to take ownership of the inquiry.
            Assigned MSL assigns the inquiry to self and takes ownership of the inquiry. MSL consults the answer library, attaches approved materials, adds multiple responses per question.
            Responded

            MSL submits the response and moves the status to Responded. Sales representative and MSL view the final response in read-only mode.

            Sales representative conveys the response to the HCP via the preferred channel and performs follow-up activities.
             
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