Set Up Customer Engagement

To set up Customer Engagement for Life Sciences, install the Life Sciences Cloud for Customer Engagement managed package in your org, set up the Life Sciences Cloud mobile app, and configure Customer Engagement features for use on web and mobile platforms. We've grouped features in alphabetical order within feature groups such as Account Management, Engagement Planning, and Engagement Execution.

• Learn About Life Sciences Cloud for Customer Engagement
  Unify and elevate every step of your commercial engagement strategy with Life Sciences Cloud for Customer Engagement. With this add-on to Agentforce Life Sciences, your pharma or medtech organization can engage healthcare professionals with compliant, AI-powered tools for visits, content delivery, and strategic account planning.
• Plan Your Customer Engagement Implementation
  Learn how to gather business requirements, sequence feature deployment, set project milestones, import data, and work with your business users to implement Customer Engagement successfully.
• Build Your Life Sciences Cloud for Customer Engagement Solution
  For a successful rollout, it’s crucial to understand the implementation sequence for Life Sciences Cloud for Customer Engagement. We recommend you take a phased approach to implementation. A phased approach helps you strategically determine the order in which you configure and deploy Customer Engagement features, especially when many of these features have interdependencies.A phased approach helps you build a solid foundation, avoid compliance issues, and accelerate your time to value.
• Supported Platform Features and Components in Agentforce Life Sciences
  Learn which automation features the Agentforce Life Sciences desktop (Lightning web) experience supports and which automation features the Life Sciences Cloud mobile app supports. Also, learn which Salesforce Platform features, Lightning templates, and standard Lightning page components the Life Sciences Cloud mobile app supports.
• Get Your Org Ready for Customer Engagement
  Complete tasks that impact your entire org before you install the Life Sciences Cloud for Customer Engagement managed package. After you install the managed package, complete more tasks that impact your entire org.
• Set Up the Life Sciences Cloud Mobile App
  Set up the Life Sciences Cloud mobile app to enable your field users to securely connect with healthcare professionals and organizations through their iPads. Field users can access and work with critical data, content (PDFs, HTML5, videos), reports, and smart summaries with or without an internet connection.
• Set Up the Life Sciences Customer Engagement Home Page
  The home page in Life Sciences Cloud for Customer Engagement provides a centralized view of critical information and tasks so your users can prioritize their work. Customize the home page to show announcements, upcoming activities, visits to submit, prioritized accounts, and more. To show each user what matters most to them, tailor the home page for different profiles.
• Set Up Account Management Features
  Manage your relationships with healthcare organizations (HCOs) and healthcare professionals (HCPs). Gain a comprehensive view of HCPs and HCOs, including their contact and social network details, specialties, affiliations, business licenses, ratings, as well as territory and product, and team-specific details.
• Set Up Engagement Planning Features
  Optimize daily schedules, prioritize key events, and manage routines with Calendar. Log and manage time away from your territory with Time Off Territory. Improve your plans’ chances of success with reusable goal definition templates. Personalize action plan templates for Key Account Management. Identify growth opportunities and adapt to evolving customer needs with Account Plans. Drive initiatives targeted at key accounts in a region with Territory Business Plans.
• Set Up Engagement Execution Features
  Streamline scheduling, pre-visit planning, in-visit execution, and post-visit reporting processes with Visit Management. Capture, manage, and honor consent and communication preferences of healthcare professionals with Consent Management. Use Remote Engagement to host virtual meetings with customers. Use Medical Inquiries to deliver fast, compliant, and trusted responses to every HCP inquiry. Use Surveys to collect feedback from customers.
• Set Up Intelligent Content Features
  Equip field teams with a comprehensive content library so they can deliver impactful presentations and monitor engagement. Enable personalized communications with healthcare professionals and organizations by providing your field team with preapproved, customizable email templates.
• Set Up Product Management Features
  In the Life Sciences industry, delivering value to customers—healthcare professionals, organizations, and patients—depends on making sure that the right products are available, accessible, and aligned with regulatory requirements. In Agentforce Life Sciences, Product Management supports this goal by making it easier to configure, classify, and manage the products that your organization discusses, markets, sells, and distributes.
• Set Up Sample Management Features
  Enable pharmaceutical companies to efficiently handle and distribute drug samples to healthcare providers. Enhance drug sales and keep healthcare providers informed about the safe and effective use of products, leading to quicker treatments. Track and manage sales representative inventories of samples, ensuring compliance with regulations, and maintaining accurate records of distribution. Effective sample management is crucial for supporting healthcare providers and low-income patients, and ensuring ethical practices and regulatory compliance.
• Set Up Common Customer Engagement Components
  Notify users of critical updates with App Alerts. Prevent legal and regulatory violations by making informed decisions with License Validation Checks. Manage complex business processes and guide users through their tasks with clear steps with multi-step workflows and related lists. Maximize customer engagement efficiency with Multi-Object Components and Dynamic Tree Views. Create Quick and Custom Actions for smoother workflows. Visualize Sales Data for effective customer interactions.
• Integrate Data 360 and Tableau Next with Customer Engagement
  Integrate Data 360 and Tableau Next with Life Sciences to transform complex life sciences data into actionable insights and enhanced visualizations. Tableau Next requires Data 360 and the Data 360 semantic layer. Set up Sales Data reports to help your users better understand their customers and plan effective interactions.
• Use Life Sciences Cloud for Customer Engagement Features
  Perform Life Sciences Cloud for Customer Engagement tasks such as managing HCO and HCP accounts, planning and executing engagements with your customers, managing key accounts, and managing samples.
• Leverage Customer Engagement Best Practices
  Leveraging extensive past experience in CRM, Medtech, and Life Sciences implementations, Salesforce has compiled best practices from partners, clients, and professional services. These insights, gathered over eight years from common mistakes and configuration issues, aim to guide future implementations for clients, partners, and professional services.
• Life Sciences Cloud for Customer Engagement Patch Releases
  We release patches periodically. The patch updates in this section provide information on each patch release for the Life Sciences Cloud for Customer Engagement package and Life Sciences Cloud mobile app.