Salesforce Health Cloud is a patient and member relationship platform designed to deliver personalized engagement, and provide a complete view of the patient. With Health Cloud, care teams have access to clinical and non-clinical patient and member data including current health conditions and medications, appointment history, communication preferences, and data from the EHR and other systems. Teams are able to work across entire patient and member groups to provide care, faster.
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Salesforce Service Cloud
Score 8.7 out of 10
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Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email, chat, Google…
The best scenario [is] that it has [a] particular object which can directly store the records of the client [who] has purchased the policy and practitioner details with [their] expertise. The users can directly book the appointment using LWC or Aura components which can be exposed on websites. The object will be linked with each other [using] a lookup relation which creates a complete framework to handle the cases and details of the clients, [their] policies, and other details as well. Booking or finding a practitioner can be done with the [Salesforce] Health Cloud app where it can use [your] current location and provide details of [available] nearby doctors. Health Cloud supports live agent as well where a user can get the details on his insurance policy and get other help if he need from the chat option with live agent.
Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
[There] are particular objects such as person accounts which [are] linked with [health care company accounts if they have a policy].
We have flows and pages where a user or client can book [their] appointment with a practitioner and get instant help by raising a case or request for [an] appointment.
[Salesforce] Health Cloud keeps all the records of clients and practitioners and can link them when and where ever needed.
Objects in the managed package have [a] standard field which gives a perfect solution with out-of-the-box functionality without creating such a model or structure.
We can raise cases or requests and [use] automation tools like flows [so] the case will be assigned to [a] practitioner or the queue of the user.
They can have standard pages or components which can directly be used to book or record the appointment with the practitioner.
[I believe] there is nothing more that [Salesforce] Health Cloud can improve as already everything comes under automation, from [booking] to service issues, everything is automated.
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
When it comes to Health Cloud in other CRM we have to create the related object and fields and we have to set [up] a complete architecture for the healthcare business to run over the CRM. But here Salesforce is proving a managed package, which is Health Cloud, has the framework already built we just [have to] use the standard functionality and get our task with automation done. This has definitely reduced the effort of developers as well as the agents who are working on the Health Cloud. [Even] a person with very little coding skill can use this CRM and get [their] task cases, etc. automated and [the] perfect solution can be built with low efforts.
I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Definitely, [the ability] to handle [a] large number of users, [Salesforce Health Cloud] serves the best solution to the healthcare industry.
[The] best part is that it is cloud-based technology where data and records will always be ready for use and there is minimal chance of losing the data.
It has reduced the efforts of the agents to book appointments or find the right practitioner which saves time [for] both the agent as well as the client.
There are automation tools [that] are used to send emails for reminders of policies.
Issues of people can be handled when a case is created and it gets assigned to a user or queue of users to get the issue resolved asap.
While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
