Execute and Capture Engagements
Learning Objectives
After completing this unit, you’ll be able to:
- Summarize how Life Sciences Cloud supports compliant, in-context execution of field and medical engagements.
- Describe the visit lifecycle, including key compliance checkpoints.
- Identify tools for sharing content, capturing consent, responding to inquiries, and managing samples.
- Explain how these tools work across in-person and remote engagements.
From Planning to Execution
Earlier, you learned how to align strategy with Activity Plans, account planning, and guidance on whom to see next. Now it’s time to deliver. In this unit, you discover how Life Sciences Cloud supports the full visit lifecycle, from scheduling and preparation to content delivery, compliant actions, and follow-up. The experience adapts by role. Commercial reps focus on promotion and sampling. Medical service liaisons focus on scientific exchange and inquiry response. And key account managers focus on coordinated engagements across complex accounts. Everyone works with the same record and the appropriate guardrails.
Plan and Schedule Visits
The Field Calendar is where the day begins. Reps see target accounts, activities, and goals laid out in a calendar that mirrors how they work. They can view their calendar by day, week, or month, drag an address into a time slot, or quickly add visits, time-off, or general events.
Where configured, provider availability and open-hour windows are surfaced so you place visits at appropriate times. Guardrails run while you schedule. Admin-controlled validation can warn or block if a visit overlaps time-off, violates frequency rules, or another visit to the same healthcare professionals (HCP) exists within a defined window.
If a sequence repeats, save it as a Routine. Apply single-day or multi-day patterns, then adjust times without rebuilding. Use Shared Calendar to view mirror-territory schedules in a combined view. Mirror visits are read-only, which keeps ownership clear while improving coordination.
At Cumulus, Sofia, the field service rep, applies her routine for Tuesday and Thursday, then drags two cardiology accounts to open windows that the Calendar highlights as the best time. A frequency alert nudges her to shift one appointment; her manager checks Shared Calendar in Combined View to confirm regional coverage with no back-and-forth required.
Life Sciences Cloud for Customer Engagement helps reps build compliant, efficient schedules that reflect strategy and real-world constraints.
Perform Visits
A successful visit must feel natural to the HCP yet structured for the team. Life Sciences Cloud for Customer Engagement (LSC4CE) keeps the flow tight from start to finish, whether in person or remote, one-to-one or group. So reps arrive prepared, present effectively, capture what matters, and leave every interaction compliant and complete.
Arrive Prepared
Preparation starts before you sit down with the HCP. LSC4CE simplifies the pre-call planning process by bringing all the key information into one place. As soon as you open a visit or review an account, Smart Summary, powered by Agentforce, provides a concise snapshot of what has changed since the last interaction. You see recent activities, open objectives, prescribing patterns, and affiliated accounts at a glance.
Account Timeline displays prior and upcoming touchpoints across roles and channels. Sampling eligibility, consent status, and content restrictions are also visible up front, so you know exactly what’s allowed and what to prioritize before the conversation begins.
Launch with Confidence
Create a visit directly from the Calendar, from an account record, or from a targeted list. Confirm and update the place, date and time and channel and objectives. Add attendees in case of a group visit.
Validations run automatically, including license checks, product restrictions, sample limits, configured frequency rules, and territory guardrails. Group visits validate each HCP individually and track internal participants for joint calls. For remote sessions, you can send invitations, view meeting details, and control the session all from one flow.
Present the Correct Message
When it’s time to present, you always start with approved content. Reps can find materials from the Content tab, from an account record, or directly within the visit. If you enable recommendations, suggested decks surface based on specialty, history, and objectives.
The mobile presentation player supports flexible, compliant delivery: navigate slides non-linearly, switch decks midstream, and cover mandatory slides when configured. As you present, the system silently captures metrics such as slides shown, time spent per page, and reactions at the slide, product, or message level, and logs insights without interrupting the conversation.
Act Within the Rules
Visits are compliant by design. Record products discussed and reactions directly within the flow.
Manage samples, such as on-hand, direct-to-practitioner, or marketing items, with license and eligibility checks running in the background.
In group visits, each attendee is validated separately. Products and messages captured at the parent level can cascade to attendee records at submission where appropriate, while sample disbursements are always recorded per attendee for accuracy.
If an HCP raises a scientific question, you can log a Medical Inquiry on the spot, link it to the relevant product and topic, and attach supporting context. Routing rules send the inquiry to the correct Medical Affairs team for follow-up.
Keep the Conversation Moving
When consent is required, you don’t have to leave your workflow. Although consent capture lives on the HCP’s account profile, you can open the account directly from the visit to present terms and disclosures, lock the screen for HCP review, and capture a digital signature. The update writes back instantly to subscriptions and channel preferences, controlling what follow-up communications are permitted later.
Throughout the visit, you can also capture notes, reactions, internal attendees, joint engagements, and follow-up items without breaking flow. Remote visits use the same workflow, so records remain consistent regardless of format.
At Cumulus, Sofia runs a hospital group visit and adds a medical service liaison (MSL) to cover scientific questions. Smart Summary reminds her of an outstanding reimbursement objection, so she can proactively address it. She presents an indication update through the content player, records slide-level reactions, and disburses samples to two eligible attendees with digital signatures. When a safety question comes up, she logs a Medical Inquiry linked to Immunexis for handoff. Finally, she captures consent for future outreach and sets a next-visit objective.
The result: Sofia keeps the conversation natural for the HCPs, while Life Sciences Cloud ensures every action is validated, logged, and tied back to compliance and strategy.
Now, explore how reps efficiently wrap up their visits.
Conclude Visits
Even the most productive visit doesn’t create value until you capture it, share it, and connect it to the broader plan. The post-visit stage ensures every interaction becomes a source of insight and momentum for the next.
Save and Submit
The first step is wrapping the record itself. Most details, including presented content, reactions, logged samples, and inquiries, are already in place from the live interaction. Users review, add notes, attach receipts or documents, and set next-visit objectives. After submission, Life Sciences Cloud validates required fields, applies compliance rules, and generates an audit-ready record complete with actions, timestamps, and signatures.
Submitted visits are normally locked to preserve compliance. However, if organizations discover a mistake, they can choose to allow certain users to unsubmit. With the correct permission, the rep can make corrections before resubmitting. In other cases, the request is sometimes routed to an administrator or support desk. This flexibility ensures accuracy without losing traceability.
Capture Ratings and Feedback
Every visit yields impressions: was the HCP engaged, warming up to a product, or raising new priorities? Ratings turn those impressions into structured data. Configurable rating cards by product, territory, team, or address, or help users quickly update an HCP’s posture, ensuring downstream targeting and recommendations stay current. Surveys complement ratings with structured feedback on message relevance, meeting value, or treatment experience. Results link to the account and visit, and can be captured offline.
Log Expenses and Related Details
Compliance and transparency extend beyond content. Reps can log visit-related expenses, such as catering for a group lunch, with type, amount, and attendee allocation. They can also attach agendas or supplemental materials within the record. These details keep reporting consistent and auditable.
Keep the Record Connected
All of this data flows back into the Account Activity Timeline, where visits, surveys, inquiries, and emails appear in chronological order. Teams can filter by interaction type, location, or affiliation to prepare the next touchpoint. For remote sessions, recordings appear directly on the visit’s related list when enabled. This shared timeline means everyone—rep, manager, KAM, or MSL—sees the same up-to-date story.
At Cumulus, Sofia wraps her hospital group visit. She adds a quick note about Dr. Jones’s questions, uploads a catering receipt, and sets a next-visit objective to follow up on reimbursement. She updates the Immunexis product rating from Interested to Advocate and sends a short survey. When she submits the visit, the platform validates required fields and finalizes the record. Later, her manager sees the visit count toward Sofia’s activity goals, while a KAM colleague spots the survey response in the timeline and adjusts the account plan.
Bringing It Together
Life Sciences Cloud turns commercial plans into action, right at the point of engagement. Field teams start their day in the Calendar, follow structured workflows that reflect real-world constraints, and capture every interaction with confidence. From Smart Summary to sampling, from compliant content to consent capture, every touchpoint is guided, validated, and aligned with strategy.
At Cumulus, this structure empowers reps such as Sofia to stay focused, responsive, and compliant, whether she’s visiting a clinic in person or engaging remotely alongside a colleague. Her actions are traceable, her records complete, and her impact measurable.
But executing a great visit isn’t the end. In the next unit, learn how Life Sciences Cloud transforms those interactions into meaningful insight, powering faster decisions, smarter planning, and a platform that evolves with the business.