Komodo Insights Component
The (KIC) is a supplemental component to . It adds value by surfacing key metrics from 's Aperture and Iris products into a healthcare provider's profile.
The product can also automatically route interaction inquiries through the appropriate interaction>request>response workflow using routing rules. These routing rules can be set up to help identify configurable cohorts of HCPs that are requesting information. For example, set up a rule that routes all HCPs that have been tagged as a "KOL" for your tier 2 support group. When an HCP associated with a given interaction meets the criteria of the routing rule, an icon can be configured to appear that alerts users to the interaction. The interaction can also be configured to be automatically assigned to a queue. If the routing criteria are met, the system will also prevent the Interaction from being assigned to another user or queue. Additionally, routing rules can automatically mark an Interaction as "urgent".
Installation
The is included with installations as of V13. For more information on installing the , visit the Get Started page.
Component setup
To install, follow these instructions on how to set up the in your instance.
Routing setup
Routing rules are configurable and, when applicable, mark Interactions as urgent and/or adds the interaction to a specific queue. Routing rules use the values of custom metadata fields to determine when and how rules are activated in the following ways:
Routing criteria:
-
Active/Inactive
-
Country
-
Therapy area
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Tag (from Aperture or Iris)
-
Rule Priority
Rule output:
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Interaction Queue
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Interaction User (Owner)
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Mark as Urgent
-
Assign Alert Icon
For those upgrading to V13, the Interaction (Case) object must be
updated with the formulas below as they do not automatically update upon
upgrade.
-
MED_Urgent_Flag__c
IF(OR(MED_Urgent_Requests__c > 0, mvn__MED_Urgent__c), IMAGE("/resource/med_globalassets/icons/urgent_icon_20x20.png", "Urgent"), '')
-
MED_Alerts__c
MED_Escalation_Flag__c & ' ' & MED_SLA_Flag__c & ' ' & MED_Urgent_Flag__c & ' ' & MED_Locked_Flag__c & ' ' & mvn__MED_Inquiry_Routing_Flag__c
Details for each metadata type are listed in the tables below.
Custom metadata types
| Metadata name | API name | Description |
|---|---|---|
| Therapy Areas | mvn__MED_Insights_Therapy_Areas__mdt | Maps product therapy areas in to Aperture therapy areas. |
| Routing Rules | mvn__MED_Insights_Routing_Rules__mdt | Routes and/or marks urgent Interactions based on matching tags and therapy areas. |
Platform events
| Platform event name | API name | Description |
|---|---|---|
| Inquiry Routing Event | mvn__MED_Inquiry_Routing_Event__e | Event is published from new after insert and after update triggers on Requests and Interactions. |
Fields
| Custom metadata type | Field label | Field API name | Description |
|---|---|---|---|
| Insights Routing Rules | Routing Enabled | MED_Insights_Routing_Enabled__c | Configures whether insights routing is enabled or disabled. If enabled, it will publish inquiry routing events if the interaction/request meets the criteria for routing (the related Account has an NPI populated, and the Interaction was not created manually). The system will then apply the highest priority matching routing rule to the interaction if any are found. |
| Insights Routing Rules | Routing Account NPI Field | MED_Insights_Routing_Account_NPI_Field__c | Configures which Account field to pull the NPI number from. Default is mvn__MED_Provider_Id__c. |
| Insights Routing Rules | Active | mvn__MED_Active__c | Allows you to toggle the rule on or off. |
| Insights Routing Rules | Country | mvn__MED_Country_Code__c | Country code the rule applies to (e.g., selecting US for the rule ensures it applies to United States Interactions only). |
| Insights Routing Rules | Insights Therapy Area | mvn__MED_Therapy_Area__c | Metadata relationships to Insights Therapy Areas (mvn__MED_Insights_Therapy_Areas__mdt) custom metadata type. |
| Insights Routing Rules | Rule Priority | mvn__MED_Priority__c | Indicates the priority of this rule, with lower numbers taking higher priority. |
| Insights Routing Rules | Tags | mvn__MED_Tags__c | The relevant Product Therapy Area tags for this routing rule, are delimited by new lines or semicolons. |
| Insights Routing Rules | Interaction Queue | mvn__MED_Interaction_Queue__c | The API name of the queue to route this interaction to (if the rule applies). |
| Insights Routing Rules | Interaction User | mvn__MED_Interaction_User__c | The username of the user to route this interaction to, found in the user's username field (if the rule applies). |
| Insights Routing Rules | Mark As Urgent | mvn__MED_Mark_As_Urgent__c | Marks the interaction as urgent if checked and the rule is applied. |
| Insights Routing Rules | Alert Icon | mvn__MED_Alert_Icon__c | Image URL of an icon to display as an alert on the Interaction if rule is applied. Any of the stock icons already uploaded as a static resource may be used. Alternatively, a custom image can be used by uploading it as a static resource. |
Named credential
| Named credential | Description |
|---|---|
| mvn__MED_Named_Credentials__c | The org-wide named credential that, when employed, makes callouts to Aperture to retrieve tags for a therapy area or NPI. This named credential is retained during and after upgrades of the KH Insights package. :::: note ::: title ::: Admins must configure their own Named Credential, making sure to specify the API name in the new field. :::: |
Interaction custom object fields
| Field label | API name | Description |
|---|---|---|
| Urgent | mvn__MED_Urgent__c | Indicates this interaction is urgent as per configured KHBI routing rules. |
| Inquiry Routing Flag | mvn__MED_Inquiry_Routing_Flag__c | Displays an image specified by the Inquiry Routing Flag Icon if it has been set. |
| Inquiry Routing Flag Icon | mvn__MED_Inquiry_Routing_Flag_Icon__c | Image URL to use for the inquiry routing alert flag. |