Name: Salesforce Health Cloud
Rating: 8.6 (9 reviews)
Author: Salesforce

September 24, 2021

Best out of the box solution for the Healthcare industry to manage a large amount of users

Utkarsh Sidana

Salesforce Developer

Capgemini (Computer Software, 10,001+ employees)

Score 9 out of 10

Vetted Review

Verified User

Use Cases and Deployment Scope

We are handling a project from health care and here the Health Cloud by Salesforce provides a great solution to all needs. [Salesforce] Health cloud is a managed package [that] helps the business to record the users with health insurance policies having accounts and person accounts as an object. [Salesforce] Health Cloud provides a precise solution to book new appointments when a customer needs it. We have multiple standard pages and layouts where a user can fill [in] the details and get [an] appointment booked.

Booking a doctor with a practice is made pretty easy by [the Salesforce] Health Cloud. It has dependent object and fields which are tied up with cases object where a user can create a case. The case will be assigned to the right queue and get the right person appointed. It has [the] support of einstein bot as well where a person can get the help from [a] knowledge article and get [their] queries resolved by themself.

Pros and Cons

[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.

Likelihood to Recommend

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.

Most Important Features

Having its own object such as [a] person account, insurance, etc. to keep the records ready for [the] user.
Automation tools such as flows or process builders can assign the case created to specific users or queues to get issues or people resolved.
We can generate direct reports for different accounts and track the history of the client.
[A] live agent is [an] important thing that is added, clients can get help from [an] agent or from knowledge articles.

Return on Investment

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.

Alternatives Considered

SAP CRM

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.

Other Software Used

e-Con CPQ for Salesforce, Salesforce Marketing Cloud Email Studio, Salesforce Commerce Cloud

Operating Systems	Unspecified
Mobile Application	No

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