MSL review, assignment and response to medical inquiries
Key Takeaway
Sales representatives draft, sign and submit a medical inquiry. MSLs assign it to themselves and respond. To show the assign and respond actions only to MSLs, create a formula-derived custom field on the Inquiry object that controls which action buttons display for each user profile or persona.
Medical Inquiries in Life Sciences Cloud give sales representatives and medical science liaisons (MSLs) one workflow for capturing, routing and answering questions from healthcare professionals (HCPs). The MSL's part is to review the inquiry queue, take ownership of an inquiry and write a compliant answer. The workflow keeps medical answers with the medical function, using approved content, source traceability and end-to-end compliance tracking.
Inquiry stages and roles
A medical inquiry can be a general medical inquiry, an adverse event or a product quality complaint.
A medical inquiry moves through five stages. The sales representative drives the first three stages. The MSL drives the last two.
| Stage | Driven by | What happens |
|---|---|---|
| Draft | Sales representative | Creates and edits inquiry questions |
| Signed | Sales representative | Signs the inquiry |
| Submitted | Sales representative | Submits the signed inquiry to the MSL queue |
| Assigned | MSL | Assigns the inquiry to themselves and becomes the owner |
| Responded | MSL | Saves answers, then moves the status to Responded |
Role separation is part of the design, not an afterthought. In Draft, the sales representative can create and edit inquiry questions but can't author or view medical answers.
After the sales representative submits a signed inquiry, the inquiry moves to the MSL queue. MSLs review and triage incoming inquiries in the queue before they take ownership.