# Medical inquiry workflow, statuses and routing

*Agentforce Life Sciences Consultant Study Guide · Engagement Execution · Last updated November 13, 2026 · https://www.certifyforce.com/study-guide/agentforce-life-sciences-consultant/engagement-execution/medical-inquiry-workflow-statuses-and-routing*

How formal Medical Inquiries work in Agentforce Life Sciences: the Case and Inquiry model, the exact status ladder, record types and support process, sharing and the MIRF job, workflow actions and stage operations, routing handlers, the rep and MSL steps, and inquiry record pages.

- Certification: Salesforce Agentforce Life Sciences Consultant
- Exam section: Engagement Execution
- Study guide: https://www.certifyforce.com/study-guide/agentforce-life-sciences-consultant

**Official exam objective:**

> Given a scenario, create and manage formal Medical Inquiries.

## What the exam expects

- Explain how the parent Case and child Inquiry divide the work, and what reps and MSLs do at each stage.
- Configure the exact Case statuses, the Medical Inquiry support process and matching record types.
- Configure Inquiry Question sharing and run MIRF Share Management after realignment.
- Build workflow actions and stage operations with persona conditions and per-stage permissions.
- Predict routing and access from the Case trigger handlers, and configure creation buttons and record pages.

Key terms:
- **Medical inquiry:** an HCP's formal medical question, adverse event or quality complaint captured by a rep and answered by an MSL.
- **Inquiry:** the child feature container of the Case, holding signature and response preferences.
- **Workflow path:** the Admin Console configuration of stages, operations, actions and conditions on the Inquiry Status field.
- **Stage operation:** a stage's record permissions, actions and conditions.
- **MSL:** medical science liaison, the persona who answers inquiries.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Status values | Draft, Signed, Submitted, Assigned, Responded | [Statuses](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_define_case_status.htm&type=5&language=en_US) |
| Default and closed | Draft default; Responded closed | [Statuses](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_define_case_status.htm&type=5&language=en_US) |
| Inquiry Status | Derived from Case; not editable on Inquiry | [Statuses](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_define_case_status.htm&type=5&language=en_US) |
| Record type names | Identical on Case and Inquiry | [Record Types](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_set_record_types.htm&type=5&language=en_US) |
| Inquiry Question OWD | Controlled by Parent | [Sharing Settings](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_define_sharing_settings.htm&type=5&language=en_US) |
| MIRF Share Management | After Align Account to Territory | [Batch Jobs](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_batch_jobs.htm&type=5&language=en_US) |
| Submitted routing | CaseMSLQueueHandler assigns the MSL queue | [Trigger Handlers](https://help.salesforce.com/s/articleView?id=ind.lsc_trigger_handlers_objects.htm&type=5&language=en_US) |
| Prerequisite record | Disclaimer with Module Type Medical Inquiry | [Workflow Actions](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_workflow_actions.htm&type=5&language=en_US) |
| Signed status | Set by Add Signature's component parameters | [Workflow Actions](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_workflow_actions.htm&type=5&language=en_US) |
| Saving an answer | Status unchanged until Move Status to Responded | [Respond](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_respond_inquiry.htm&type=5&language=en_US) |
| Mobile overrides | No extra mobile setup | [Inquiry Buttons](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_configure_action_buttons_inquiry_page.htm&type=5&language=en_US) |

## Check yourself

- When would an admin add a checklist script to the inquiry workflow?
- When should Skip record type selection page be selected on the Inquiry New override?
- Which component adds the stage path to the LSC Inquiry record page?
- Which file permissions does the Draft stage operation grant?

## Sources

- [Medical Inquiry Process Flow](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_process_flow.htm&type=5&language=en_US)
- [Create and Submit a Medical Inquiry](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_create_inquiry.htm&type=5&language=en_US)
- [Review and Respond to a Medical Inquiry](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_respond_inquiry.htm&type=5&language=en_US)
- [Define Statuses for Medical Inquiries](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_define_case_status.htm&type=5&language=en_US)
- [Configure Support Process and Record Types for the Medical Inquiry Workflow](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_set_record_types.htm&type=5&language=en_US)
- [Define Sharing Settings for Medical Inquiries](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_define_sharing_settings.htm&type=5&language=en_US)
- [Batch Jobs for Medical Inquiries](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_batch_jobs.htm&type=5&language=en_US)
- [Create a Custom Field for Medical Inquiries](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_create_custom_field.htm&type=5&language=en_US)
- [Set Up Workflow Actions for Medical Inquiry Management](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_workflow_actions.htm&type=5&language=en_US)
- [Set Up the Workflow Stages to Manage Medical Inquiries](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_set_workflow_path.htm&type=5&language=en_US)
- [Configure Action Buttons on the Inquiry Record Page](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_configure_action_buttons_inquiry_page.htm&type=5&language=en_US)
- [Configure Action Buttons on the Account Record Page](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_configure_action_buttons_account_page.htm&type=5&language=en_US)
- [Set Up the Inquiry Record Page for Medical Inquiries](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_set_inquiry_page.htm&type=5&language=en_US)
- [Set Up the Account Record Page for Medical Inquiries](https://help.salesforce.com/s/articleView?id=ind.lsc_medical_inquiries_set_account_page.htm&type=5&language=en_US)
- [Trigger Handlers by Object](https://help.salesforce.com/s/articleView?id=ind.lsc_trigger_handlers_objects.htm&type=5&language=en_US)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 21 linked practice questions, and unlimited timed mock exams are included with the Agentforce Life Sciences Consultant pack (USD $19): https://www.certifyforce.com/practice-exams