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Get Your Org Ready for Remote Engagement
Before you get started with remote engagement, complete a few tasks to prepare your org.
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 create field picklist values and manage quick actions: | Customize Application |
| To grant Life Sciences permissions and manage trigger handlers: | Life Sciences Commercial Admin permission set |
Remote Engagement Permissions
Discover the permissions used to provide access to remote engagement capabilities within Life Sciences Cloud for Customer Engagement.
Org Permissions
| Permission | Type | Description |
|---|---|---|
| Life Sciences: Remote engagement | Permission | Makes the Remote Engagement feature and its objects available. |
User Permissions
| Permission | Type | Purpose |
|---|---|---|
| Use Life Sciences Remote Engagement | Permission | Provides access to the Remote Engagement feature and its objects. |
| Life Sciences Commercial Admin | Permission set | Admin users can create and manage settings for remote engagement. |
| Access Remote Engagement for Digital Experience | Permission set | Provides access to remote engagement features so that healthcare professionals (HCPs) and healthcare organizations (HCOs) can join video calls in your Digital Experience site. |
Create Remote Engagement Channel Values
To represent remote visits conducted via video calls, add new values to the channel field on the visit object. The channel picklist field determines the communication type for visits, and you use the channel values to configure video call settings.
- In Object Manager, find and select Visit.
- Select Fields & Relationships, and then select Channel.
- In the Channel Picklist Values section, select New.
- Enter a value for the remote visit channel. For example, Video Call or Remote.
- Save your changes.
Set Up Remote Engagement Trigger Handlers
To generate session keys and passcodes and send invitation emails to attendees, use remote engagement trigger handlers.
- From the App Launcher, find and select Life Sciences Commercial.
- Select Admin Console, and then select Trigger Handler Administration.
-
Turn on these trigger handlers.
Trigger Handler Name Object RemoteSessionInvitationPVHandler Provider Visit RemoteSessionInvitationVisitHandler Visit
Add Actions to Start Remote Sessions
Set up actions so that users can start remote sessions from accounts.
-
Enable users to start remote sessions from the account list.
- From the Admin Console, configure a quick action.
- Select the Start Remote Session action.
- In the Location field, select Search.
- Assign the action to the correct permission sets or profiles.
- In the SObject field, select Account.
- If you use account record types in your org, select the record types that can use the quick action.
- Save your changes.
-
Enable users to start ad hoc remote sessions from account records.
- From Object Manager, update the Person Account HCP Layout for the Person Account object.
- In the page layout editor palette, select Mobile & Lightning Actions.
- Find the Start Remote Session action and add it to the page.
- Save your changes.
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