Health-Cloud-Accredited-Professional Salesforce Health Cloud Accredited Professional Exam (SU24) Questions and Answers

Intelligent document automation supports the following file formats for upload: .jpg, .jpeg, .png, .pdf, and .tif2. Therefore, .png is the only acceptable format among the options.

According to the Salesforce documentation3, to leverage the health cloud utilization management capabilities, you need to install the health cloud managed package and the health cloud care request extensions managed package. The health cloud managed package contains the core objects, fields, tabs, apps, components, and more that are required for health cloud functionality. The health cloud care request extensions managed package contains additional objects, fields, tabs, apps, components, and more that are specific to utilization management3.

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 The two connectivity options that a consultant should leverage as the scheduling engine for Intelligent Appointment Management in Health Cloud are Electronic Health Record (EHR) System and Salesforce Scheduler. An EHR System is an external system that stores and manages clinical data and appointments for patients or members. Salesforce Scheduler is a native Salesforce feature that allows users to schedule appointments with customers or prospects.

Health Cloud meets compliance and regulatory requirements in the following ways2:

Health Cloud helps healthcare organizations achieve HIPAA compliance. HIPAA is a US law that protects the privacy and security of patient health information. Health Cloud offers various features and tools to help customers comply with HIPAA, such as encryption, audit trails, data masking, and consent management. Customers who want to use Health Cloud for HIPAA purposes can sign a Business Associate Addendum (BAA) with Salesforce.

Health Cloud is HL7 compliant. HL7 is a set of standards for exchanging health information electronically. Health Cloud supports HL7 FHIR (Fast Healthcare Interoperability Resources), which is a modern specification for representing and sharing health data. Health Cloud allows customers to integrate with external systems that use FHIR APIs and access FHIR resources within Salesforce.

Health Cloud is HITRUST certified. HITRUST is a framework that provides a comprehensive and flexible approach to security and privacy in the healthcare industry. HITRUST certification demonstrates that an organization meets the highest standards of data protection and compliance. Health Cloud has achieved HITRUST CSF certification for its core services and features.

Health Cloud is not HIPAA certified or GDPR certified. HIPAA certification does not exist as a formal process or accreditation. HIPAA compliance is a shared responsibility between Salesforce and its customers, and each party must implement appropriate safeguards and policies to protect patient data3. GDPR is a European law that regulates the processing of personal data of individuals in the EU. GDPR compliance depends on various factors, such as the type and purpose of data processing, the location of data subjects and processors, and the rights and obligations of data controllers4. Salesforce provides various tools and resources to help customers comply with GDPR, but it does not certify Health Cloud as GDPR compliant.

To enable care managers to call patients after they are discharged from a hospital and assign them personalized care plans based on their answers, a consultant should leverage Discovery Framework and Salesforce Surveys together. Discovery Framework is a feature that allows care managers to create assessments with questions and answers that are linked to care plan templates. Salesforce Surveys is a tool that allows care managers to create and send surveys to patients and capture their responses in Health Cloud. By using these two capabilities together, care managers can automate the process of assigning care plans based on patient responses.

The three features in Health Cloud that the consultant should recommend to the health plan provider are Business Rules Engine, Utilization Management data model, and Out-of-the-box Process libraries. These features enable the provider to manage prior authorizations with predefined approval criteria, store and track care requests, and leverage best practices and templates for common scenarios .

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 According to the Salesforce documentation3, there are two ways to restrict access to an entire patient/member list or to specific columns of that list:

Sharing setting: Sharing settings control the access level that users have to records owned by other users. You can use sharing settings to grant or restrict access to an entire list of records based on criteria such as role hierarchy, public groups, or manual sharing3.

Field Level Security: Field level security controls the access level that users have to individual fields within a record. You can use field level security to grant or restrict access to specific columns of a list based on profiles or permission sets3.

To enable agents to answer questions from members regarding their benefits coverage, a consultant should recommend the Benefits Coverage component for the Member record page. This component displays information such as plan name, effective date, termination date, deductible amount, coinsurance percentage, copay amount, and out-of-pocket maximum for each benefit plan that the member is enrolled in. Benefits Verification, Eligibility Validation, or Coverage Confirmation are not components that exist in Health Cloud.

According to the Health Cloud Data Model Developer Guide, CareProviderSearchableField is the object that external users need read access to allow patients to search and find providers that fit selected criteria. CareProviderSearchableField is a custom object that defines which fields on the CareProvider object are searchable by external users. CareProvider is a custom object that represents a provider who delivers care or services to patients. CareProviderFacilitySpeciality, HealthcarePractitionerFacility, and CareProviderSearchConfig are not objects that external users need read access to for provider search.

According to the [Intelligent Sales for Medical Devices Implementation Guide], to set up a warehouse that serves as a product fulfillment location to salesforce representatives in a specific region, irrespective of the account, a salesforce administrator should complete the following steps:

Create Inventory Location and add Visitor Address as Location Address. This step creates a record for the warehouse location and associates it with a visitor address.

Create Record in Product Fulfillment Location. This step defines the product fulfillment location for the inventory location and assigns it to a specific region.

Create a product item entry inventory, a single entry for each product that will be replenished from industry. This step adds the products that will be available in the warehouse location and specifies their quantity and expiration date. Setting up Product Transfer and Product Request are not required steps for setting up a warehouse location. Selecting inventory location while creating visit is not a step for setting up a warehouse location, but for creating a visit record.

According to the Health Cloud Implementation Guide, Contact Tracing is a feature in Health Cloud that allows providers to perform contact tracing of their internal employees or their patients during an infectious disease outbreak or pandemic. Contact Tracing helps providers identify and monitor people who have been exposed to an infected person and provide them with guidance and resources. With the help of Contact Tracing, providers can perform the following three actions:

Perform contact tracing of their internal employees during an infectious disease outbreak or pandemic. This action allows providers to track and manage the health status of their employees who may have been exposed to an infection at work or in the community.

Perform contact tracing of their patients during an infectious disease outbreak or pandemic. This action allows providers to track and manage the health status of their patients who may have been exposed to an infection during a visit or in the community.

Track the location, duration, and number of participants in each contact encounter that the infected person was involved in. This action allows providers to collect and analyze data about the exposure risk and transmission patterns of an infection. Performing an audit of the Contact Record to keep track of the changes made to the Contact record by users is not an action that providers can take with the help of Contact Tracing. Tracking their patients as contacts by using Contact entity in Salesforce is not an action that providers can take with the help of Contact Tracing.

The set of objects that the consultant should implement to meet the pharma company’s requirements are Account, Purchaser Plan, Plan Benefit, and Member Plan. These objects are part of the Health Cloud data model and allow the company to track payer organizations, plans, benefits, and patient enrollments.

Expression Set Templates are the prebuilt feature that the payer should leverage to implement predefined rules for its prior authorization request review process. Expression Set Templates are reusable sets of expressions that can be used to evaluate business logic and trigger actions based on the results.

Install HC managed package (B), verify that chatter is enabled ©, and configure the console view (D) are three steps required to configure HC. Install HC unmanaged Package (A) is not a valid step, as there is no unmanaged package for HC. Enable the options for contact to related with multiple accounts (E) is not a required step, as it is only needed if using Contacts instead of Person Accounts.

Medication Review and Medication Reconciliation are two Health Cloud solutions that can help a company based in the United States to track medications that patients take in a standardized format and detect potential drug-to-drug interactions.

Medication Review is a Health Cloud feature that allows users to capture standardized information related to medication, such as drug name, dosage, frequency, route, and indication1. Users can also add notes and recommendations for each medication, and view the medication history of a patient1. Medication Review supports the RxNorm standard, which is a normalized naming system for generic and branded drugs in the US2.

Medication Reconciliation is a Health Cloud feature that allows users to efficiently manage and reconcile a patient’s medications list using the Patient Medication Manager lightning component3. Users can easily review the patient’s medication information, identify errors and adverse drug interactions, and add recommendations and notes, all from one place3. Medication Reconciliation also supports the RxNorm standard, and uses the National Library of Medicine API to check for drug-to-drug interactions4.

References:

1: Medication Management and Medication Review - Salesforce

A is correct because ensuring the user has the right object permissions is the first step in troubleshooting this issue. The Enhanced Timeline for Contact Center displays records from various objects, such as Case, Engagement Interaction, Engagement Topic, and Task. The user needs to have at least read access to these objects and their fields to view them on the timeline. The administrator can check and modify the user’s object permissions from their profile or permission set.

References: : Enhanced Timeline for the Contact Center : Object Permissions

A is correct because enabling data protection details for fields is the entity that the administrator should enable within Data Protection and Privacy for Health Cloud to work in this scenario. Data protection details for fields allow users to specify the data protection level and data classification for each field on leads, contacts, and person accounts. This helps to identify and protect sensitive data, such as protected health information (PHI), and comply with privacy regulations, such as General Data Protection Regulation (GDPR).

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To enhance their assessment functionality with Discovery Framework, a consultant should configure the following capabilities with Health Cloud out-of-the-box:

Using Previously Submitted Responses: This capability allows users to pre-populate assessment questions with responses from previous assessments, saving time and effort. Users can also edit the responses if needed1.

Digital Signature Capture: This capability allows users to capture electronic signatures from patients or other parties on the assessment form, ensuring consent and compliance. Users can also view and download the signed document as a PDF file2.

Adding a QR Code: This capability allows users to generate a QR code for the assessment form, which can be scanned by patients or other parties to access and complete the assessment on their mobile devices. Users can also track the status of the QR code and send reminders if needed3. FHIR Question Bank or SMS Assessment Completion are not capabilities that are available with Health Cloud out-of-the-box.

B is correct because if a user cannot access a field used in a filter on a patient or member list, they will not be able to see the list. This is because the filter criteria are applied to the user’s query, and if the user does not have permission to view the field, the query will return no results. To avoid this issue, the administrator should ensure that the user has the appropriate field-level security settings for the fields used in the filter.

References: : Manage Your Patient or Member Lists : Control Access to Patient or Member Lists

nder Custom Metadata Types, Update the Health cloud ‘HCFeature’… © and Under Custom Metadata Types, Create a mapping records for Person accounts (E) are two Health Cloud specific settings that must be configured in a Health Cloud org that has Lightning Experience enabled person account. Under Custom Metadata Types, enable the Health cloud Setting (A) and Disable “Use Individual Data Model” in custom setting (B) are not required settings for Health Cloud. Enable “Use Person Accounts” custom setting (D) is not a valid setting in Health Cloud.

The two capabilities that a consultant should customize to implement Utilization Management in Health Cloud and submit and track prior authorizations are creating a new Support Process to match the customer’s process steps and customizing the Service Request object. A Support Process defines the picklist values available for the Status field on a Service Request record, which represents a prior authorization request. The consultant can create a new Support Process to match the customer’s process steps, such as Submitted, Approved, Denied, or Pending. The Service Request object stores information about the prior authorization request, such as the patient, the provider, the service type, and the outcome. The consultant can customize this object by adding or removing fields, creating validation rules, or defining page layouts.

According to the Salesforce documentation2, to display device information on a patient card, you need to create an asset record and a care registered device record that look up to the patient. An asset record represents the device that is used by the patient, such as a blood pressure monitor, a glucose meter, or a pulse oximeter. A care registered device record represents the relationship between the patient and the device, such as the device name, serial number, status, and start and end dates2.

D is correct because leveraging Person Account is the recommended way to model a patient in Health Cloud. A Person Account is a special type of account that combines the attributes of an account and a contact. It allows users to store information about individual people, such as name, address, phone number, email, and health details. Health Cloud uses Person Accounts to represent patients and members, and to enable various features and functionality, such as household data model, clinical data model, care management, and provider network management.

References: : Health Cloud Data Models for Healthcare : Take a Look at the Household Data Model

The administrator should add the respiratory therapist to the patient’s Care Team and grant Read or Read/Write access as needed. This is the out-of-the-box Health Cloud feature that allows the administrator to share patient data with other users who are involved in the patient’s care. The Care Team is a group of users who can collaborate and communicate on a patient’s health record.

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Advanced Therapy Management can help the pharma company with its personalized medicine programs, as it enables them to coordinate the various steps involved in the process, such as apheresis and infusion. Advanced Therapy Management provides a set of features and tools that allow users to create and manage complex care plans, track the progress of each patient, and monitor the inventory and logistics of the therapy products.

Custom label (A), Patient Card ©, and Timeline (D) are components that are customizable within Health Cloud. EHR data (B) is not a component, but a type of data that can be integrated with Health Cloud. Life Events (E) is not a customizable component, but a standard object in Health Cloud.

A is correct because identifying personas involved and their existing pain points can help the consultant understand the current state of the business and the needs and expectations of the users.

B is incorrect because writing Apex code to customize Health Cloud is not a discovery activity, but a development activity that should be done after the requirements and design are finalized.

C is correct because building an architecture diagram depicting Health Cloud integrations can help the consultant understand how Health Cloud fits within the application architecture and what data sources and systems need to be connected.

D is incorrect because creating business process diagrams to understand information flow is not a discovery activity, but a design activity that should be done after the requirements are gathered and validated.

E is correct because identifying key stakeholders and how they measure success can help the consultant understand the vision and goals of the project and the expected outcomes and benefits of Health Cloud.

References: : Health Cloud Implementation Guide : Health Cloud Implementation Best Practices

Concurrent review is a type of care request review that ensures that a member is getting the right care in a timely and cost-effective way. It involves reviewing the medical necessity and appropriateness of an ongoing service or admission3. Disposition review, care review, preauthorization review, and retrospective review are not the correct terms for this type of review.

According to the Health Cloud Implementation Guide, Lead is the object that is leveraged to track patient referrals. Lead is a standard object that represents a potential customer or patient who has expressed interest in a product or service. Leads can be converted into person accounts or contacts when they are qualified. Care Request, Care Program Enrollee, and Cases are not objects that are used to track patient referrals.

Health Cloud does not support native HL7 messages out of the box, so option A is incorrect. Option B is also incorrect, because Salesforce Connect is not designed to handle HL7 messages. Option C is possible, but it would require a lot of custom code and maintenance, and it is not recommended by Salesforce. Option D is the best option, because it uses an external HL7 broker/engine to convert the HL7 message into JSON, which can be easily consumed by Health Cloud using the standard REST API or the Health Cloud Data Loader12.

The two steps that an administrator should take as part of the implementation of a Crisis Support Center are installing the Crisis Support Center unmanaged package and reviewing and modifying the Crisis Center Intake flow in Flow Builder to meet requirements. The Crisis Support Center unmanaged package provides out-of-the-box features for managing crisis situations, such as a custom object, a Lightning component, a Lightning app, and a Flow template. The Crisis Center Intake flow is a prebuilt flow that guides users through collecting information from callers and creating records in Health Cloud.

According to the Salesforce documentation2, Health Cloud uses Business APIs that should be used instead of object level APIs when creating records in Health Cloud objects. Business APIs are custom REST APIs that perform complex business logic and validations on Health Cloud objects. Object level APIs are standard REST or SOAP APIs that perform CRUD operations on individual objects. Business APIs ensure data integrity and consistency across Health Cloud objects, while object level APIs may result in data errors or inconsistencies2.

Timeline (A), Life Events ©, and Patient Card (D) are components that are customizable in HC. EHR Data (B) is not a component, but a type of data that can be integrated with HC. Custom Label (E) is not a component, but a metadata type that can be used to create labels for components.

To help streamline caller authentication for Contact Center agents, a consultant should recommend Bloomington Caregivers use the Identity Verification Flow Templates feature in Health Cloud. This feature allows agents to launch a flow from the utility bar or a record page to verify a caller’s identity before processing their requests involving sensitive information. The flow prompts the agent to search for the caller in Health Cloud, select a reason for the call, ask verification questions based on predefined rules, and capture engagement details8. Customer Identity OmniScript Templates, Reusable Verification FlexCards, or Verify Customer Identity Process Flow are not features that exist in Health Cloud.

To configure Health Cloud, the following steps are required1:

Enable the option for contacts to relate to multiple accounts. This feature allows contacts to be associated with more than one account, which is essential for modeling complex relationships in healthcare.

Install the Health Cloud Managed Package. This package contains the core objects, fields, tabs, components, and other elements that make up Health Cloud.

Configure the console view. This step involves customizing the Health Cloud console app to suit your needs and preferences. You can add or remove tabs, components, page layouts, and other features to optimize your user experience.

Verify that Chatter is enabled. Chatter is a collaboration tool that allows users to communicate and share information within Health Cloud. Chatter is enabled by default in most orgs, but you can check your settings to make sure.

Install Health Cloud Unmanaged Packages. These packages are optional and provide additional functionality for specific use cases, such as utilization management, care programs, or provider search.

To implement Home Health scheduling with Health Cloud, a consultant should assign Healthcare Visit Manager permission set license to users who need to schedule visits. This permission set license grants users access to objects and fields related to home health visits, such as Service Appointment, Service Resource, Service Territory, Service Report Template, etc7. This permission set license also enables users to use Salesforce Scheduler for Health Cloud feature, which allows users to schedule home health visits based on various criteria, such as availability, location, skills, etc8. Field Dispatch Scheduler, Manage Home Health, or Execute Health Scheduling are not permission set licenses that can fulfill this scenario.

FlexCards are Health Cloud features that allow users to view and navigate to critical information on a patient’s profile, such as insurance, clinical, and primary care physician information1. FlexCards can also display data from external sources, such as EHR systems or medical devices2.

Integration Procedures are OmniStudio features that enable users to read and write data from Salesforce and from external systems3. An Integration Procedure can be called from an OmniStudio component such as an OmniScript or FlexCard, an API, or even from an Apex method3.

DataRaptors are OmniStudio features that allow users to read, transform, and write Salesforce data4. DataRaptors can also trim, map, restructure, and transform data in JSON, XML, or Custom Schema4.

These three features can be used together to display patient information from both Salesforce standard objects and data from an external system on the patient record page. For example, a FlexCard can call an Integration Procedure that uses a DataRaptor to query and transform the data from both sources, and then display the data on the FlexCard component.

References:

1: Use the Advanced Patient Card - Salesforce 2: Display Data from External Sources in the Advanced Patient Card - Salesforce 3: Get Started with OmniStudio Integration Procedures - Trailhead 4: Discover DataRaptor Types - Trailhead

According to the Salesforce documentation1, the Health Cloud Reports for Patient Referral Management is an unmanaged extension package that provides a prebuilt dashboard with reports on important aspects of referral management, such as referral status, referral source, referral age, and referral efficiency. The package also includes custom fields, custom objects, and custom report types to support the dashboard. To use this package, a consultant should install it in their org and assign the appropriate permissions to the users who need to access the dashboard. The package is compatible with Health Cloud and CRM Analytics.

References:

1: Provide Referral Management Reports | Health Cloud Administration | Salesforce Developers

To set up care requests, you need to do the following steps3:

Install the Utilization Management unmanaged package for Health Cloud and assign the Health Cloud Utilization Management permission set to users along with Health Cloud permission set licenses.

Create a new case record type for each care request type.

Choose the Case Care Request record type for each care request configuration.

The developer should modify the Extract DataRaptor to concatenate the address fields by using a formula to handle this bug. An Extract DataRaptor is a component in OmniStudio that allows the developer to query data from Salesforce objects and display it on a FlexCard. The developer can use a formula to concatenate the address fields into one field and avoid adding an extra line when Address Line 2 contains data.

To enable care providers to conduct video visits with patients and capture socioeconomic factors that impact their care, a consultant should recommend the Telehealth capability in Health Cloud. Telehealth allows care providers to connect with patients through video calls, chat messages, and surveys within Health Cloud. Telehealth also enables care providers to collect and analyze social determinants of health (SDOH) data from patients using assessments and surveys3. Telehealth helps improve patient engagement, satisfaction, and outcomes by providing convenient and personalized care. Integrated Care Management, Intelligent Appointment Management, or Virtual Care are not capabilities that can fulfill this use case.

List of Patient/Member Conditions (B), Gender ©, and Date of Birth and Age (E) are three types of basic Patient or Member information that are displayed on the Patient info component. Primary Care Coordinator (A) and Thumbnail of Chatter Photo (D) are not displayed on the Patient info component.

According to the Health Cloud Implementation Guide, two statements that are true about Care Teams are:

Care Team Members are optional on a Care Plan. This statement is true because a care plan can be created without any care team members assigned to it. However, adding care team members can help with collaboration and coordination of care.

A Care Plan must have a Coordinator as a member of the Care Team before a Care Plan Template can be applied. This statement is true because a coordinator is required to manage the tasks and goals of a care plan template. A coordinator can be either an internal or external user who has access to Health Cloud. If the Problem and Goal objects use Private Sharing, Care Team Membership provides access to these objects is not a true statement, as care team membership does not grant access to objects that use private sharing. Communities must be enabled before External Care Team members can be added is not a true statement, as external care team members can be added without enabling communities.

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The FHIR R4 Patient API is a Health Cloud feature that allows users to create, update, and query patient data in Salesforce using the Fast Healthcare Interoperability Resources (FHIR) standard1. FHIR is a widely adopted standard for exchanging healthcare information electronically2. By using the FHIR R4 Patient API, Bloomington Caregivers can make their patient clinical data available to the external payer in a cost-effective and interoperable way, without requiring any custom development or third-party tools. The FHIR R4 Patient API supports the US Core Patient profile, which defines the minimum set of data elements for exchanging patient information3.

References:

1: FHIR Patient Input | Salesforce Health Cloud Developer Guide | Salesforce Developers 

 According to the Health Cloud Implementation Guide, Health Cloud – Console is the console that is available within Lightning Experience. It is a customizable workspace that allows users to view and manage multiple records on a single screen.

To meet the requirements of the call center manager for identity verification, a consultant should do the following:

Add two new Identity Verification Process Field records for ‘Bloomington ID’; one with Field Type set to Result Field and one with Field Type set to Required Verifier: This step allows the consultant to add ‘Bloomington ID’ as a custom field on Account to the identity verification process. The Result Field record type makes the field appear in the search results, while the Required Verifier record type makes the field mandatory for verification purposes5.

Change the Birth Date record with Field Type value Required Verifier to Optional Verifier: This step allows the consultant to change the status of Birth Date from a required field to an optional field for verification purposes. The Optional Verifier record type makes the field appear in the verification screen, but does not require a match for verification6. Adding ‘Bloomington ID’ to the picklist choices within the Identity Verification flow, removing Birth Date from the required fields picklist, adding Birth Date to the optional verifiers picklist, deleting Birth Date record, or adding new record to Lightning component parameters are not valid steps for this task.

According to the Salesforce documentation, there are three steps that should be followed when setting up Intelligent Sales in Health Cloud:

Enable Intelligent Sales: This step allows you to turn on the Intelligent Sales feature in Health Cloud and configure some settings such as default visit duration, visit report template, and visit report email template.

Set up permission set for Intelligent Sales: This step allows you to assign the appropriate permission sets to users who need access to Intelligent Sales features such as visit management, product catalog, order authorization, and inventory management.

Set Visit Inventory Management to enabled: This step allows you to enable the inventory management feature in Health Cloud and configure some settings such as default inventory location, default inventory transfer status, and default order authorization status.

D is correct because Identity Verification Parameter Item is the record that defines the search parameters for identity verification. A consultant can create and configure Identity Verification Parameter Items to add new search parameters or modify existing ones.

References: : Identity Verification Parameter Item : Create a Flow Using the Verify Customer Identity V2 Flow Template

According to the Salesforce documentation, the following capabilities of provider search would a customer service agent use to help prospective and returning patients find the right provider:

Use custom fields defined in healthcare provider and healthcare practitioner facility entities as part of search experience. The provider search allows customer service agents to use custom fields defined in healthcare provider and healthcare practitioner facility entities as part of the search criteria or filters. This helps them narrow down their search results based on specific attributes or preferences.

Use provider search in an authenticated community page. The provider search allows customer service agents to use provider search in an authenticated community page where they can log in with their credentials and access more features and information than an unauthenticated community page.

Control the list of fields displayed in the search panel and search results. The provider search allows customer service agents to customize which fields are displayed in the search panel and search results for different types of providers or facilities. This helps them find the most relevant information quickly and easily.

 To use the Enhanced Timeline functionality, a consultant needs to create a new Timeline View Configuration record and specify the object, fields, and filters for the timeline view. This allows the customer to view a patient’s health conditions and clinical encounters as a sequence on the patient’s Person Account page. Cloning the HCTimeline FlexCard, adding a record to the HealthCloudTimelineConfig custom setting, or creating a new Timeline record within Setup are not required for this functionality1.

According to the Salesforce documentation1, to install the health cloud claims unmanaged package, you need to have the health cloud managed package installed first. The health cloud managed package contains the core objects, fields, tabs, apps, components, and more that are required for health cloud functionality. The health cloud claims unmanaged package is an extension that contains additional objects, fields, tabs, apps, components, and more that are specific to claims management1.

According to the Salesforce documentation1, the Feature Flag Setting custom metadata type within Health Cloud allows you to enable or disable certain features of Health Cloud. One of the features that can be enabled or disabled is the CTIDriverSetting, which controls whether the CTI adapter is used to display phone numbers in the patient console. To ensure that the phone numbers passing through the CTI settings display the matching contact record via screen pop, the administrator should update the Feature Flag Setting -> CTIDriverSetting custom metadata type and set the value to true1.

The two best practice recommendations to upload information to support Provider Search and Provider Relationship Card are using Composite API Request and Data Loader. Composite API Request is a REST API resource that allows the administrator to execute multiple requests in a single call, which reduces the number of API calls and improves performance. Data Loader is a tool that allows the administrator to insert, update, delete, or export data from Salesforce objects in bulk.

To enable call center agents at Bloomington Caregivers to look up providers by appointment on behalf of their patients, a consultant should recommend the following capabilities in Health Cloud:

Provider Search: This is a feature that allows call center agents to search for providers based on various criteria, such as location, specialty, availability, network status, ratings, languages spoken, etc. Provider Search helps call center agents find the best match for their patients’ needs4.

Intelligent Appointment Management: This is a feature that allows call center agents to schedule appointments with providers based on their availability and preferences. Intelligent Appointment Management helps call center agents optimize appointment booking by considering factors such as travel time, urgency level, patient history, provider capacity, etc5. Experience Cloud for Health Cloud or Integrated Care Management are not capabilities that can fulfill this requirement.

According to the Health Cloud Implementation Guide, the three steps that an administrator should take to ensure all tasks identify the role ‘Care Consultant’ are:

Update/Add the organization roles in the CarePlan_Role_Patient key:value pair in Health Cloud Setting. This step allows the administrator to define or modify the roles that are available for assigning tasks to patients.

Update the organization roles in the CarePlan_Role_Care_Coordinator key:value pair in Health Cloud Setting. This step allows the administrator to define or modify the roles that are available for assigning tasks to care coordinators.

Update the corresponding roles in the Assigned To picklist for the Care Plan Template Task object. This step allows the administrator to update the values in the picklist field that determines who is responsible for completing a task in a care plan template. Creating an ETL script to update the previously assigned To picklist values of Tasks created in the past is not a recommended step, as it can introduce errors and data loss. Updating the Care Plan Record Type custom metadata type to reflect the care coordination processes specific to the Care Coordinators is not a relevant step for changing the role name.

The best way to conduct discovery to define a workflow for the call center users is to identify personas and ask them to walk through a day in their life, taking notes and identifying opportunities for optimization. This approach will help the consultant understand the current state of the process, the pain points and challenges, the goals and expectations, and the potential solutions.

Owner (A) and Status © are two fields that are required when creating a new care plan task. Problem (B), Goal (D), and Due Date (E) are optional fields when creating a new care plan task.