In cases where an Acknowledgement of Content (AOC) request does not appear in a sales representative's Veeva CRM, but was placed through the HCP Portal, escalation may be necessary. Follow the steps below to verify and escalate these requests to GSK Veeva Support.
Step 1: Verify the AOC Request Source
Before escalating, determine how the AOC was placed:
- Open the AOC Preview Page in the DTP Manager Tile via Sample IQ.
- Check the request details—this will indicate whether the order was placed by:
- A Sales Rep
- The HCP Portal
- The GRC Team
Step 2: Identify Previous Requests
If multiple AOCs exist for the same HCP:
- Only AOCs placed by the sales rep will appear in Veeva CRM.
- AOCs placed in the HCP Portal will not be visible to the rep in Veeva.
- If another rep previously placed an order (e.g., in October by a different rep), verify whether this affects the escalation process for GSK.
Step 3: Escalate to GSK Veeva Support
If an AOC request needs further investigation or is missing from Veeva CRM, the rep should:
- Submit a ticket with GSK regarding the issue.
- Contact Veeva Support directly for assistance:
- GSK Veeva Support Contact Number: 800-830-8204
- Reference Request ID: (if applicable).
Conclusion
For missing or unverified AOC requests, you should verify the order details in the AOC Preview Page and, if necessary, inform the user to escalate the issue to GSK Veeva Support for resolution.