Subjects, queues and routing of inquiries to Medical Affairs
Key Takeaway
Tag each medical inquiry with a subject for its topic, because subjects help drive automatic assignment to the matching queue. The routing itself happens on the parent Case, not on the Inquiry.
In Agentforce Life Sciences, a formal medical inquiry is made of two linked records: a parent Case and a child Inquiry. The Case is the record that gets routed to Medical Science Liaison (MSL) queues. Subjects are topics that users add to inquiries to help drive automatic queue assignment. Core platform queues and case assignment rules then send each case to the right team.
A Case and an Inquiry
Every medical inquiry relies on the Case and Inquiry objects working together. The system creates the parent Case and the child Inquiry at the same time. A Medical Inquiry record type on both objects keeps the two records in sync, so routing rules, path components and analytics act as one unified flow.
Each object has its own job. Its Medical Inquiry record type also controls a different layer.
| Case | Inquiry | |
|---|---|---|
| Role | Parent record | Child record |
| Job | Routing to MSL queues and reporting | Feature container for data such as the HCP digital signature and response channel preferences |
| Medical Inquiry record type | Works with a support process to drive the status ladder: Draft, Signed, Submitted, Assigned, Responded | Controls the page layouts, stage paths and related lists that sales representatives and MSLs see |
Because the Case handles routing, a routing requirement points to the Case, not the Inquiry.