Capturing medical inquiries during a visit on mobile and desktop
Key Takeaway
To let reps capture medical inquiries during a visit on mobile and desktop, add the Inquiry action to the Salesforce Mobile and Lightning Experience Actions section of the Account or Person Account page layout assigned to those field users.
With Medical Inquiries, a sales representative (rep) records a healthcare professional's (HCP's) unsolicited, off-label question or request for medical information during a visit. The rep then hands the inquiry to the medical team, which gives an approved, traceable response. As a consultant, you make the Inquiry action available where reps work: the Floating Action Button in the mobile app and the Actions Menu on the desktop visit pages. You also make sure the workflow behind the action routes and tracks each inquiry.
What a medical inquiry is
A medical inquiry captures an unsolicited, off-label question or request for medical information that an HCP raises during a visit. Medical Inquiries handles more than general medical inquiries, because it also handles adverse events and product quality complaints.
Medical Inquiries replaces fragmented capture, ad hoc replies and thin audit trails with a single workflow. The workflow does these things:
- Records the question exactly as the HCP asked it (verbatim).
- Routes the inquiry to the correct medical owner.
- Delivers an approved response with source traceability.
- Tracks service and compliance from end to end.