Health-Cloud-Accredited-Professional Salesforce Health Cloud Accredited Professional Exam (SP25) Questions and Answers

Implementing Home Health scheduling in Salesforce Health Cloud requires assigning appropriate permission set licenses to users responsible for scheduling patient visits.

Field Dispatch Scheduler Permission Set License:

The Field Dispatch Scheduler permission set license is designed for users who manage and schedule field service operations, including home health visits. Assigning this license grants schedulers access to functionalities necessary for coordinating and dispatching healthcare providers to patient locations. This includes capabilities such as:

Scheduling Visits: Schedulers can create and manage appointments for initial assessments and recurring visits, ensuring that patients receive timely care.

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Resource Management: Effectively allocate healthcare providers based on availability, location, and required skills to meet patient needs.

Access to Field Service Tools: Utilize tools within Salesforce to optimize routing, manage workloads, and monitor service delivery.

By assigning the Field Dispatch Scheduler permission set license, Bloomington Caregivers ensures that their scheduling personnel have the necessary access to efficiently coordinate home health services, thereby enhancing operational efficiency and patient satisfaction.

For implementing a Contact Center leveraging Health Cloud, identifying pain points and defining project requirements involves collaborating with:

Contact Center Agent (Persona):

Frontline staff who interact directly with patients.

Provide insights into the day-to-day challenges in appointment scheduling, billing inquiries, and plan updates.

Salesforce Administrator (Stakeholder):

Responsible for configuring Health Cloud and implementing workflows to address identified pain points.

Integration Architect (Stakeholder):

Ensures smooth integration between Health Cloud and external systems like billing platforms or insurance providers.

Why Other Options Are Incorrect:

A: Care coordinators are not directly involved in patient-initiated contact center interactions. Tableau developers focus on reporting, not operational processes.

C: MuleSoft developers are not primary stakeholders for contact center operations.

D: General physicians and Marketing Cloud administrators do not contribute directly to Contact Center workflows.

To integrate an electronic health record (EHR) with Salesforce Health Cloud and display key clinical data, leveraging a middleware integration solution is the most appropriate approach. This setup ensures compatibility with FHIR R4 standards and handles any required data transformation effectively.

FHIR R4 Standards Alignment:

The middleware can interpret and process data formatted to FHIR R4 standards, enabling seamless integration with Salesforce Health Cloud's FHIR-aligned data model.

Data Transformation Capability:

Middleware solutions like MuleSoft (a Salesforce product) provide tools to transform data structures, ensuring compatibility between the EHR system and Health Cloud.

Scalability and Maintainability:

Middleware solutions simplify complex integrations by abstracting point-to-point connections, allowing for easier scalability as additional systems are integrated.

Error Handling and Monitoring:

Middleware platforms include error-handling capabilities, ensuring data integrity during the transformation and transfer processes.

A. Scheduled Batch Job: While useful for static data transfers, batch jobs are not ideal for real-time or near-real-time clinical data exchange required for EHR integrations.

B. "Swivel-Chair" Procedure Document: This refers to manual data entry or cross-referencing workflows, which are inefficient, error-prone, and not scalable.

C. Point-to-Point API Connection: Though feasible, this approach lacks the flexibility and transformation capabilities provided by middleware solutions. Point-to-point integrations are difficult to maintain as systems evolve.

Use a middleware solution like MuleSoft to connect the EHR system and Health Cloud.

Set up FHIR R4-compliant data mappings between the EHR and Salesforce.

Configure and test the data transformations required for specific Health Cloud objects (e.g., medication, encounter, and condition data).

For a payer implementing Health Cloud, leveraging predefined rules for prior authorization reviews can significantly improve efficiency and speed. Salesforce Health Cloud provides Expression Set Templates as an out-of-the-box feature to achieve this.

Predefined Rules:

Expression Set Templates come with prebuilt rule sets that can evaluate conditions, making them ideal for automating prior authorization request reviews.

Customizable Logic:

While they provide predefined logic, templates can also be customized to align with specific payer policies or regulatory requirements.

Faster Implementation:

Using out-of-the-box templates accelerates time-to-value, as they require minimal configuration compared to building rules from scratch.

A. Integration Procedures: Focuses on data integration and server-side processing but does not address predefined rules for authorization reviews.

C. FlexCards: Provides UI components for displaying information but does not support rule evaluation.

D. OmniScript Templates: Useful for guided workflows but not specifically for predefined rule management.

The Discovery Framework in Salesforce Health Cloud allows for the implementation of dynamic clinical assessments to track patient intake and evaluate their condition. These capabilities streamline the assessment process in hospitals.

Branching:

Provides conditional logic to display specific follow-up questions based on patient responses.

Ensures that only relevant questions are shown, improving efficiency and patient experience.

Question Bank:

Offers a repository of pre-built, reusable questions that can be used across multiple assessments.

Simplifies the creation of new assessments by leveraging existing question sets.

Scoring:

Automatically calculates scores based on patient responses, enabling providers to evaluate risk levels, severity, or outcomes efficiently.

Integrates with care plans to trigger interventions based on assessment results.

A. Image Analysis: While useful in healthcare, this is not a core function of the Discovery Framework.

B. Encrypted Text: Security and encryption are essential but not specific to clinical assessments.

Configure the Discovery Framework in Salesforce Health Cloud to create assessments using the Question Bank.

Apply Branching Logic to streamline the flow of questions during intake.

Enable Scoring to evaluate results and trigger follow-up actions or workflows.

The Healthcare Practitioner Facility object in Salesforce Health Cloud allows modeling of a physician's locations of service. It captures relationships between healthcare practitioners and the facilities (hospitals, clinics, etc.) where they practice.

Key Features of Healthcare Practitioner Facility:

Multiple Locations: Tracks all locations where a physician practices.

Relationships: Links practitioners to facilities, ensuring accurate mapping of service areas.

Operational Benefits: Facilitates scheduling, referrals, and care coordination by providing accurate location data.

Why Other Options Are Incorrect:

Healthcare Taxonomy: Used to classify healthcare providers based on specialties and services, not locations.

Healthcare Provider Relationship: Tracks relationships between healthcare organizations or facilities, not individual physician locations.

Account Contact Relationship: Provides a general relationship mapping but lacks the specificity required for modeling service locations.

Bloomington Caregivers aims to bulk upload information to support Provider Search and the Provider Relationship Card in Salesforce Health Cloud. Implementing this requires populating various provider-related objects efficiently. Two best practice methods for achieving this are:

1. Using Composite API Requests (Answer C):

Purpose: The Composite API allows for the creation and linking of multiple related records in a single API call. This is particularly beneficial when dealing with complex data models involving multiple objects, as it ensures data integrity and reduces the number of API calls.

Implementation Steps:

Prepare Data Payload: Structure your data in a JSON format that includes all necessary records and their relationships.

Make Composite API Call: Use the Composite API to submit the data payload, which will process the creation of multiple records in a single transaction.

Verify Data Integrity: After the API call, confirm that all records have been created and linked correctly.

Advantages:

Efficiency: Reduces the number of API calls by bundling multiple operations into one request.

Atomic Transactions: Ensures that all operations succeed or fail together, maintaining data consistency.

Implementing Utilization Management in Salesforce Health Cloud to handle prior authorizations involves customizing specific components to streamline the submission and tracking processes.

1. Integrate Using MuleSoft Direct for Electronic Prior Authorizations (ePA):

MuleSoft Direct for Health Cloud facilitates seamless integration between Electronic Health Record (EHR) systems and Health Cloud. This integration enables providers to electronically submit and track prior authorization requests, eliminating manual processes and reducing decision times. By leveraging electronic prior authorization (ePA), healthcare organizations can automate workflows, ensure timely approvals, and enhance patient care delivery.

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2. Customize the Service Request Object:

The Service Request object in Health Cloud serves as a central repository for managing various patient-related requests, including prior authorizations. Customizing this object allows organizations to align the authorization process with their specific business requirements. Enhancements may include adding custom fields to capture necessary clinical information, modifying page layouts for improved user experience, and implementing validation rules to ensure data accuracy. Such customizations facilitate efficient tracking and management of authorization requests, ensuring that all relevant information is readily accessible to care teams.

The pharma company needs to coordinate complex, multistep processes involved in personalized medicine programs, such as apheresis and infusion. Advanced Therapy Management (ATM) in Salesforce Health Cloud is specifically designed to address such requirements.

Orchestrating Complex Workflows:

ATM enables organizations to manage and automate end-to-end workflows for advanced therapies, including CAR-T cell therapies and other personalized medicine programs.

Tracking Key Steps:

Tracks all critical steps in the patient’s therapy journey, such as cell collection (apheresis), manufacturing, shipping, and infusion back into the patient.

Collaboration Across Stakeholders:

Facilitates real-time communication and collaboration among healthcare providers, manufacturers, and logistics partners.

End-to-End Visibility:

Provides a holistic view of the therapy process, ensuring transparency and reducing delays.

Compliance with Regulations:

Ensures that all data is tracked and managed securely, supporting compliance with healthcare regulations like HIPAA and GDPR.

Patient-Centric Care:

Enables personalized tracking and reporting to deliver better patient outcomes.

Implementing patients or members in Health Cloud requires careful configuration to accurately represent individual relationships and household structures.

1. Ensure the Account is the Parent to Household Accounts (Answer C):

Purpose: In Health Cloud, modeling household relationships is essential for understanding the familial and support networks of patients. By setting the Account as the parent to Household Accounts, you can effectively represent and manage these relationships.

Implementation Steps:

Create a Household Account to represent the family or support group.

Associate individual Person Accounts (patients) as members of this Household Account.

Use the Account Hierarchy to visualize and manage these relationships.

To enhance the user experience for call center agents in Salesforce Health Cloud, particularly on patient records, implementing specific components from the Contact Center for Health Cloud is essential.

1. Timeline:

The Timeline component provides a chronological view of all interactions and events related to a patient. This includes appointments, communications, and care activities. By presenting this information in a consolidated timeline, agents gain a comprehensive understanding of the patient's history, enabling informed and personalized interactions.

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2. Member Plan FlexCard:

The Member Plan FlexCard displays essential details about a patient's insurance plan, such as coverage information, benefits, and eligibility. This readily accessible information allows agents to address patient inquiries regarding their insurance without navigating through multiple systems, thereby improving efficiency and service quality.

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3. Record Alerts:

Record Alerts notify agents of critical changes or important information related to a patient's record. These alerts can be configured to highlight updates such as changes in contact information, care plans, or new health concerns. By receiving timely alerts, agents can proactively address issues and provide up-to-date information to patients.

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Implementing these components ensures that call center agents have a holistic view of patient information, can promptly respond to changes, and access insurance details efficiently. This integrated approach enhances patient engagement, satisfaction, and overall care coordination.

In Salesforce Health Cloud, to track a patient's relationships with multiple healthcare providers such as a cardiologist, primary care physician, and oncologist, the Patient Provider Relationship object is the appropriate choice.

Understanding the Patient Provider Relationship Object:

Purpose:

The Patient Provider Relationship object is designed to represent and manage the associations between patients (contacts) and their healthcare providers (practitioners).

It facilitates the documentation of various roles that providers play in a patient's care, enabling a comprehensive view of the patient's healthcare network.

Functionality:

This object allows healthcare organizations to record and monitor the specific relationships between patients and providers, including details such as the type of care provided, duration of the relationship, and any relevant notes.

By utilizing this object, organizations can ensure accurate and up-to-date records of all healthcare professionals involved in a patient's care, supporting coordinated and efficient care delivery.

Implementing Patient Provider Relationships:

Configuration Steps:

Define Relationship Types:

Customize the relationship types to reflect various provider roles, such as cardiologist, primary care physician, and oncologist.

Establish Relationships:

For each patient, create records in the Patient Provider Relationship object to link them with their respective providers, specifying the role and any pertinent details.

Maintain and Update Records:

Regularly update these relationships to reflect any changes in the patient's care team, ensuring that the information remains current and accurate.

By leveraging the Patient Provider Relationship object, healthcare organizations can effectively manage and visualize the network of providers associated with each patient, enhancing care coordination and patient outcomes.

To enable a provider to view a patient's insurance coverage, including co-pay and deductible information, prior to an appointment using the Benefit Verification component in Salesforce Health Cloud, the following steps should be taken:

Create a Named Credential to Support Authenticated Callouts (Option B):

Purpose:

Named credentials in Salesforce simplify the process of authenticating to external systems by storing the required authentication settings in a centralized location.

Implementation:

Navigate to Setup in Salesforce.

In the Quick Find box, enter "Named Credentials" and select it.

Click New Named Credential.

Enter the required details:

Label and Name: Descriptive identifiers for the credential.

URL: The endpoint of the external system (e.g., the insurance clearinghouse).

Authentication Protocol: Choose the appropriate method (e.g., OAuth 2.0, Password Authentication) based on the external system's requirements.

Provide the necessary authentication details, such as username, password, or OAuth tokens.

Save the named credential.

Benefit:

This setup allows Salesforce to perform authenticated callouts to external systems securely, ensuring that

Before installing Health Cloud in a production org, it's essential to complete specific prerequisite tasks to ensure a smooth installation and optimal functionality.

1. Enable Contacts to Multiple Accounts (Answer A):

Purpose: This feature, also known as Shared Contacts, allows a single contact to be associated with multiple accounts. In Health Cloud, this capability is crucial for modeling relationships where a patient (contact) may be linked to multiple healthcare providers or organizations (accounts).

Implementation Steps:

Navigate to Setup in Salesforce.

Enter Account Settings in the Quick Find box and select it.

Check the option Allow users to relate a contact to multiple accounts.

Save the settings.

Migrating from Service Cloud to Health Cloud requires several prerequisites to ensure successful installation and functionality of the Health Cloud managed package:

Log a Support Case to Enable Person Accounts (Option B):

Health Cloud relies on Person Accounts to manage patients as individuals.

Administrators must contact Salesforce Support to enable Person Accounts in the org since this cannot be activated through Setup.

Enable Contacts to Relate to Multiple Accounts (Option C):

This functionality allows a contact (e.g., a patient) to be associated with multiple accounts, such as primary care providers, specialists, or insurance entities.

Navigate to Setup > Account Settings, and enable Contacts to Multiple Accounts.

Enable Chatter Settings (Option E):

Chatter is used in Health Cloud for collaboration and real-time updates.

Administrators must ensure Chatter is activated to support case discussions, timeline sharing, and other collaborative features.

Option A: While enabling data protection is important, it is not a prerequisite for installing Health Cloud.

Option D: Enabling Person Accounts is correct, but it is done via a support case (Option B).

To enable Bloomington Caregivers to offer remote monitoring and integrate patient device data into Salesforce Health Cloud, an administrator should configure the following records:

Units of Measure:

Purpose: Define the measurement units for various health metrics (e.g., kilograms for weight, mmHg for blood pressure).

Configuration: Create records in the UnitOfMeasure object to standardize how data from patient devices is interpreted and displayed.

Remote Monitoring Device Types:

Purpose: Catalog the types of devices patients use for remote monitoring (e.g., glucometers, heart rate monitors).

Configuration: Define device types to manage and organize incoming data effectively.

Care Observations:

Purpose: Record and store the health metrics and observations collected from patient devices.

Configuration: Utilize the CareObservation object to capture data such as blood glucose readings or heart rate measurements.

Code Sets:

Purpose: Standardize the types of health metrics being monitored (e.g., defining what constitutes a blood glucose measurement).

Configuration: Create code sets to ensure consistency in data categorization and reporting.

Implementation Steps:

Set Up Remote Monitoring in Health Cloud:

Navigate to Health Cloud settings to configure remote monitoring features.

Create code sets for each health metric to be monitored.

Define units of measure corresponding to these code sets.

Establish care observations to capture and store incoming data.

Configure remote monitoring device types to manage various patient devices.

By setting up these records, Bloomington Caregivers can effectively implement remote monitoring, allowing seamless integration of patient device data into Health Cloud. This setup facilitates real-time health data tracking, enhancing patient care and engagement.

Bloomington Caregivers is transitioning from legacy Care Plans to Integrated Care Management (ICM) in Salesforce Health Cloud to enhance care coordination and patient outcomes. Understanding the features and setup of ICM is crucial for a successful transition.

Enabling Integrated Care Management (Answer C):

Enhanced Care Management Setting:

Purpose: Activating the Enhanced Care Management setting in Salesforce Setup enables Integrated Care Management features within Health Cloud.

Implementation Steps:

Navigate to Setup: In Salesforce, go to Setup.

Search for Health Cloud Settings: Enter "Health Cloud" in the Quick Find box and select Health Cloud Settings.

Enable Enhanced Care Management: Locate the Enhanced Care Management option and toggle it to enable.

To model associated physicians in Health Cloud, Salesforce recommends using a combination of Healthcare Practitioner and Healthcare Provider objects. These objects are tailored to manage data related to healthcare professionals effectively.

Healthcare Practitioner:

Represents individual practitioners like doctors or specialists.

Tracks specific details, such as credentials, specialties, and associated organizations.

Ideal for modeling the clinic's associated physicians.

Healthcare Provider:

Represents the healthcare organizations or facilities with which the practitioners are associated.

Helps establish relationships between practitioners and the broader healthcare ecosystem.

Why Other Options Are Incorrect:

Contact: While Contacts can represent individuals, they lack the specialized fields and relationships provided by Healthcare Practitioner and Provider objects.

Person Account: Primarily used to represent patients, not physicians or healthcare entities.

In Salesforce Health Cloud's Integrated Care Management, the Care Plan creation wizard is built using OmniScript. To customize this wizard, consultants should modify the underlying OmniScript components.

Understanding OmniScript:

Purpose: OmniScript is a declarative tool within Salesforce OmniStudio that enables the creation of guided, interactive workflows, commonly referred to as wizards. These scripts guide users through complex processes, ensuring data consistency and enhancing user experience.

Key Features:

Declarative Configuration: Allows for the creation and modification of scripts without the need for custom code.

Reusable Components: Facilitates the use of pre-built elements to streamline the development process.

Integration Capabilities: Supports integration with various data sources and systems, enabling comprehensive data handling.

Customizing the Care Plan Creation Wizard:

Access the Relevant OmniScript:

Identify the OmniScript associated with the Care Plan creation process. This script defines the steps and user interface elements presented during care plan creation.

Modify the OmniScript:

Add or Remove Steps: Adjust the sequence of steps to align with the desired workflow.

Customize Input Fields: Alter field properties, such as labels, default values, and validation rules, to meet specific requirements.

Incorporate Business Logic: Implement conditional logic to tailor the user experience based on input data or user roles.

Test the Customized OmniScript:

Conduct thorough testing to ensure that the modifications function as intended and provide a seamless user experience.

When onboarding a new business unit to Health Cloud while protecting sensitive data for the existing Service Cloud users, adjusting Organization-Wide Defaults (OWD) is critical.

Health Details to Controlled by Parent or Private:

Ensures that only users with appropriate access to parent records (e.g., Person Accounts or Cases) can view sensitive health-related information.

Person Accounts to Private:

Restricts visibility of patient data at the account level, limiting access to users within the appropriate Health Cloud business unit.

Related Clinical Objects to Controlled by Parent or Private:

Applies restricted access to clinical objects like care plans, conditions, and encounters to ensure that PHI is not accessible to Service Cloud users.

B. Account and Contract to Private: Relevant for managing non-healthcare data but not directly tied to PHI protection.

D. Contact to Controlled by Parent: While this helps manage access to contact data, it does not address broader clinical objects or PHI.

To comply with the Children’s Online Privacy Protection Act (COPPA) while implementing Salesforce Health Cloud for managing the data of children under 13, Bloomington Caregivers must consider the following:

Requirement:

COPPA mandates that companies take reasonable measures to secure children’s personal information against unauthorized access or disclosure.

Implementation in Health Cloud:

Use Salesforce’s robust security features, such as Shield Platform Encryption, two-factor authentication, and role-based access controls, to safeguard sensitive data.

Requirement:

Personal data of children must be encrypted during storage (at rest) and transmission (in transit) to prevent unauthorized access.

Implementation in Health Cloud:

Use Salesforce Shield for platform encryption, ensuring compliance with data protection standards.

Enable HTTPS for secure communication channels and encrypt sensitive fields like names, addresses, and medical records.

Requirement:

Organizations must obtain verifiable consent from parents or guardians before collecting or storing any personal information about children under 13.

Implementation in Health Cloud:

Implement custom workflows or forms to capture and log parental consent.

Use audit tracking to document consent for regulatory compliance.

Partner Compliance (Option D):

While ensuring partners adhere to COPPA is important, it is not explicitly required by the healthcare organization itself under COPPA.

Disclosing Privacy Policies (Option E):

Disclosing policies is essential, but it is part of obtaining parental consent (Option C).

To automate the capture of data from faxes for clinical reviews and manage the approval process in Salesforce Health Cloud, the following capabilities are recommended:

Utilization Management in Health Cloud supports the payer's clinical review process by enabling workflows for reviewing medical necessity and care appropriateness.

It provides structured workflows for processing clinical documents, making it ideal for end-to-end determination and approval processes.

Features include care authorizations, review tracking, and decision management.

Intelligent Document Automation extracts data from documents (e.g., faxes, PDFs) and populates corresponding Salesforce records.

This capability reduces manual data entry, improves accuracy, and ensures data is automatically captured from the faxes received.

Paired with Salesforce workflows, it can trigger approvals or further reviews based on extracted data.

1. Utilization Management (A):2. Intelligent Document Automation (C):Why Other Options Are Incorrect:

B. Integrated Care Management: Focuses on patient care plans and coordination, not clinical review or payer processes.

D. Care Authorizations: Handles care approvals but does not support document data extraction or end-to-end review processes.

In Salesforce Health Cloud, modeling patients effectively is crucial for maintaining accurate and comprehensive healthcare records. For large provider systems, the recommended approach is to utilize Person Accounts to represent individual patients.

Understanding Person Accounts:

A Person Account in Salesforce is a special type of account that combines the characteristics of both an Account and a Contact into a single record. This structure is particularly beneficial in healthcare settings where the patient is both the individual receiving care (Contact) and the primary account holder (Account).

Advantages of Using Person Accounts in Health Cloud:

Unified Patient Representation:

Person Accounts provide a consolidated view of patient information, eliminating the need to manage separate Account and Contact records for the same individual.

Alignment with Healthcare Data Models:

Salesforce Health Cloud's data model is designed to work seamlessly with Person Accounts, ensuring compatibility with healthcare standards like FHIR (Fast Healthcare Interoperability Resources). This alignment facilitates interoperability with Electronic Health Record (EHR) systems and other healthcare applications.

Enhanced Data Management:

With Person Accounts, healthcare providers can efficiently manage patient demographics, contact information, medical history, and other critical data within a single record, streamlining administrative processes and improving data accuracy.

Implementation Considerations:

Enabling Person Accounts:

Person Accounts must be enabled in your Salesforce org. This process is irreversible and should be carefully planned. Consult Salesforce documentation and consider involving a Salesforce administrator or consultant to ensure proper setup.

Data Migration:

If transitioning from a system that uses separate Account and Contact records, plan for data migration to consolidate existing patient records into Person Accounts.

Customization and Integration:

Ensure that customizations and integrations within your Salesforce org are compatible with Person Accounts. Some third-party applications may require adjustments to work effectively with this data model.

To enable the Clinical Data Model in Salesforce Health Cloud, the FHIR-Aligned Data Model org preference must be activated. This preference ensures compatibility with the Fast Healthcare Interoperability Resources (FHIR) standard, which is widely used for managing healthcare data.

FHIR-Aligned Data Model:

Supports the representation of clinical data such as medications, conditions, procedures, and encounters in a format compliant with the FHIR standard.

Aligns Health Cloud’s data structure with industry standards, facilitating interoperability with Electronic Health Record (EHR) systems and other healthcare platforms.

Why Not the Other Options?

B. Clinical R4 Model org preference: This is not a valid preference in Salesforce Health Cloud.

C. FHIR-Aligned EHR Data Model org preference: While EHR data models align with FHIR, this specific preference does not exist.

D. Clinical Data Model org preference: This is not specific to the FHIR-aligned framework and may not meet interoperability requirements.

Implementation Steps:

Navigate to Setup → Health Cloud Settings.

Enable the FHIR-Aligned Data Model org preference.

Configure the required objects and fields for the Clinical Data Model.