Primary objects
The primary objects in Medical Information Cloud Inquiry Management are Interaction, Request, Fulfillment, Adverse Event, and Product Quality Complaint. With these objects, you can record and manage medical inquiries. Specifically, when a Requester reaches out to your Contact Center, you can create a new Interaction record to store the Requester's contact information and information about how and when the Requester contacted the Contact Center. From this Interaction record, you can then create child records to capture and address inquiries and record reported Adverse Events and Product Quality Complaints. An Interaction can have more than one child record of the same type.
To make it easier for users to record and manage medical information inquiries, you can expose and arrange Medical Information Cloud Inquiry Management components on the primary objects' record pages.
Interaction
An Interaction record stores information from the communication between an agent at a contact center and the Requester or Referred By person who contacted the contact center.
Interaction is the central object of Medical Information Cloud Inquiry Management. It is the Salesforce Case object relabeled as Interaction. As a result, you will see references to the Case object in code and declarative configuration throughout the Medical Information Cloud Inquiry Management module.
Request
A Request is a child record of an Interaction. Each Request stores information about the account’s inquiry and any responses that have been provided. There can be multiple Requests in a single Interaction. For example, if a Health Care Provider asks three questions on a call, you will create a single Interaction and three Request records underneath that Interaction.
Fulfillment
A Fulfillment record is a child record of an Interaction. From a Fulfillment record, you can create a package of information to send via email, mail, or fax to the Account that submitted the inquiry. A Fulfillment Package includes:
A cover letter, which lists the full content of the Fulfillment Package and any warnings/disclaimers
Documents from your Content Management System
Non-Standard Response documents that have been uploaded to the Request(s).
Medical Information Cloud Inquiry Management uses Dynamic Document Packages to generate Fulfillment Packages.
When you give an Account a verbal response, you do not create a Fulfillment. Fulfillments are only used for written responses.
Adverse Event
An Adverse Event record is a child record of an Interaction. With an Adverse Event record, you can capture and store information on perceived unintended or unfavorable symptoms of a product. Adverse Events can be packaged as a PDF and emailed out.
Product Quality Complaint
A Product Quality Complaint record is a child record of an Interaction. With a Product Quality Complaint record, you can capture and store information related to a potential product quality issue. Issues may be related to manufacturing, stability and release testing, dose preparation, storage, or distribution. Product Quality Complaints can be packaged as a PDF and emailed out.