Health Cloud Administration
jContact Center for Health Cloud
Contact Center for Health Cloud digitizes customer service processes for contact centers
and empowers agents to swiftly address members’ questions and concerns.
|
Available in: Lightning Experience Available in: Enterprise and Unlimited Editions with Health Cloud |
Built with the help of existing Salesforce components, the Contact Center in Health Cloud helps contact center agents to quickly verify the member’s identity, capture interaction details, review member health plan information, and address member concerns.
Contact center agents can also decide the next best actions based on the member’s request.
Let’s review the components that the Contact Center includes, and find out how they help the
contact center agents. You can customize all components according to the requirements of your company.
- Identity Verification: Helps contact center agents validate the member’s identification details such as account name, account number, phone number or postal code.
- Timeline: Provide contact center agents with a complete view of all engagement interactions, topics discussed, and cases created or updated. Agents can also create cases, engagement interactions, and topics.
- Patient Card: Provides a complete view of the patient’s health data, including medication requests, health conditions, allergies, and immunizations details. Agents can also create the related records from the patient card.
- Action Launcher: Provides quick actions that are contextualized for the contact center.
- Record Alerts: Informs agents about changes in records that require attention.
- Profile Card and Member Plan FlexCard: Provides information about member plans and basic details about the patient.
- Knowledge Articles: Helps contact center agents search for relevant knowledge topics.