Profiles and permission sets for reps and MSLs in Medical Inquiries
Key Takeaway
Reps and MSLs each need two permission sets for Medical Inquiries. Both roles get Life Sciences Core as the shared base layer. Reps add Life Sciences Field Sales Representative, and MSLs add Life Sciences Field Medical.
Medical Inquiries lets a pharma company capture a healthcare professional's (HCP) medical question in the field and route it to medical staff for a compliant answer. Sales representatives create and submit inquiries. Medical science liaisons (MSLs) review and respond to them. Because the two roles do different jobs, each role needs its own user profile and its own combination of permission sets.
Permission sets for reps and MSLs
Each role gets two permission sets. "Life Sciences Core" is the shared base layer for both roles. On top of Core, each role gets one role-specific permission set: "Life Sciences Field Sales Representative" for reps and "Life Sciences Field Medical" for MSLs.
| Sales representative | MSL | |
|---|---|---|
| Part of the inquiry | Create and submit | Review and respond |
| Shared base layer | Life Sciences Core | Life Sciences Core |
| Role-specific permission set | Life Sciences Field Sales Representative | Life Sciences Field Medical |
| Tasks the role-specific set covers | Creating the case and inquiry, adding questions, signing, adding the HCP's response preference, submitting | Self-assigning, responding, moving the status to "Responded" |
Life Sciences Core provides access to the Apex classes in the Life Sciences Cloud for Customer Engagement package that Customer Engagement requires. Life Sciences Core must be assigned to every Customer Engagement user, including admins, field sales representatives, key account managers, and field medical users.
The role-specific permission sets add the features and objects each role needs. The role-specific set also decides which side of the workflow a user can perform.
Life Sciences Core on its own is never enough, because it grants only Apex class access. Each task needs Core and the role's permission set, so a user missing either one can't perform their part of the inquiry. An MSL needs both sets: Life Sciences Core as the shared base layer, and Life Sciences Field Medical for the role-specific access to review and respond. In the same way, a rep needs Life Sciences Core and Life Sciences Field Sales Representative to create and submit.
Life Sciences Key Account Management is for key account managers. Medical Inquiries uses only Life Sciences Field Sales Representative for reps and Life Sciences Field Medical for MSLs, so a rep or MSL doesn't need Life Sciences Key Account Management for Medical Inquiries.