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Inquiry management module

Medical Information Cloud Inquiry Management is a module within the Medical Information Cloud product. It provides a unifying contact center experience for medical information teams to record and manage medical information inquiries from health care professionals (HCPs) (e.g. doctors and pharmacists), non-HCPs (e.g. consumers and payers), and employees (e.g. sales representatives and medical science liaisons). With Medical Information Cloud Inquiry Management, you can find medical content, create custom Fulfillment Packages, search for existing inquiries and responses, and submit Adverse Events and Product Quality Complaints.

The module gives your team a 360-degree view of each medical inquiry. When agents view Interactions in a console, they can quickly zoom in on all the little details related to the requester, referrer, requests, fulfillments, and more — or they can focus on the one big detail: the medical inquiry. To support this 360-degree view, Medical Information Cloud Inquiry Management uses tab-based navigation and a dashboard-like interface. The tabs help team members easily see all of the information they need on one screen without losing context, while the dashboard interface helps the team spot what they need so that they can complete tasks in an instant.

Komodo Health offers two versions of the Medical Information Cloud Inquiry Management module, each designed with a specific version of the Salesforce.com user experience in mind:

  • Medical Information Cloud Inquiry Management Lightning- supports the Salesforce.com Lightning user experience and makes heavy use of the Salesforce.com Lightning Service Console, an enhanced user experience that allows users to view multiple records and their related records on the same screen and quickly work through assigned tasks and records.

  • Medical Information Cloud Inquiry Management Classic - supports the Salesforce.com Classic user experience and is only available to customers with Medical Information Cloud Inquiry Management prior to V10.

    Warning

    In line with Salesforce's deprecation of Classic, the Medical Information Cloud Classic user experience was deprecated in V10, and several Classic items used by the Medical Information Cloud Inquiry Management module in V10 were deprecated in V11. As support for the Classic user experience, and the deprecated items have been removed:

    • The deprecated items should no longer be used.

    • All Medical Information Cloud Classic product documentation will be removed from this knowledge base when V13 goes into production.

    For more information, visit Release notes.

Medical Information Cloud Inquiry Management Core features are any features that pertain to both Medical Information Cloud Inquiry Management Classic and Medical Information Cloud Inquiry Management Lightning. These features tend to be shared user interface components and server-based processes or batch jobs that function similarly across Medical Information Cloud Inquiry Management versions.

For definitions of key product terminology, visit Glossary.

A record that stores the written response you send via email, fax, or mail to an Account. With a Fulfillment record, you can create a package of information to send via email, mail, or fax to the account that submitted the inquiry. The Fulfillment Package includes a cover letter and all the documents used to answer the account's questions.

When you give an Account a verbal response, you do not create a Fulfillment. Fulfillments are only used for written responses.

A record that stores information on perceived unintended or unfavorable symptoms of a product.

A record that stores information related to a potential quality issue of a product. The issue may be related to manufacturing, stability and release testing, dose preparation, storage, or distribution.

An inquiry management module designed to help you record and manage medical information inquiries from health care professionals (HCPs) (e.g. doctors and pharmacists), non-HCPs (e.g. consumers and payers), and employees (e.g. sales representatives and medical science liaisons). With Medical Information Cloud Inquiry Management, you can find medical content, create custom Fulfillment Packages, search for existing inquiries and responses, and submit Adverse Events and Product Quality Complaints.

Komodo Health offers two versions of the Medical Information Cloud Inquiry Management module, each designed with a specific version of the Salesforce user experience in mind: