Health Cloud Administration

Administer Health Cloud
Where Do I Start with Health Cloud?
Health Cloud Data Models
Health Cloud Provider Network and Relationship Management
Health Cloud Sales and Commercial Excellence
Health Cloud Utilization Management
Health Cloud for Life Sciences
Health Cloud for Insurance
Types of People in Health Cloud
Quick Start List for a Successful Health Cloud Implementation
Set Up Health Cloud
Use the Health Cloud - Admin App
Customize the Health Cloud Console
Customize the Health Cloud Apps
Contact Center for Health Cloud
Enable Admin Settings to Use Contact Center
Assign Permission Sets and Permission Set Licenses for Contact Center Users
Set Up Standard Object Permissions for the Contact Center User
Configure the Contact Center
Enable Users to Create Knowledge Articles in the Contact Center
Explore the Components of the Contact Center
Identity Verification and Engagement Details in the Contact Center
Enhanced Timeline for the Contact Center
FlexCards for the Contact Center
Action Launcher for the Contact Center
Record Alerts in the Contact Center
Open CTI Softphone for the Contact Center
Configure CTI Softphone for the Contact Center
Add the CTI Softphone to the Contact Center
Code Sets and Code Set Bundles
Reporting in Health Cloud
Flow for Health Cloud
OmniStudio for Health Cloud
Help Patients Connect with Providers
Protect Personal Health Information
Experience Cloud Sites
Intelligent Appointment Management
Virtual Care
Medication Management and Medication Review
Advanced Therapy Management
Intelligent Document Automation
Intelligent Document Reader
Intelligent Form Reader
Document Generation in Health Cloud
Manage Patient or Member Care to Improve Outcomes
Integrated Care Management
Care Coordination for Slack
Unified Health Scoring
Home Health
Provide Easy Access to Protocols and Articles in Health Cloud
Provide Assessments and Surveys for Gathering Information and Feedback
Crisis Support Center Management
Manage Your Network of Providers
Behavioral Health App
Help High-Risk Patients and Members
Manage Care Requests
Verify Patient Benefits
Support Emergency Response Management and Contact Tracing
Use Care Programs to Track and Manage Cohorts of Patients and Members
Remote Monitoring Patients
Process Insurance Claims from External Sources
Automate Key User Tasks with Flows
Set up Action Plans
Manage Campaigns
Support and Manage Provider Referrals
CRM Analytics and Artificial Intelligence
Manage Commercial Excellence
Manage Inventories, Surgical Cases, and Cycle Counts with Intelligent Sales
Support Health Cloud for Mobile Users
Enhanced Timeline
Actionable Relationship Center in Health Cloud
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Open CTI Softphone for the Contact Center

Integrate the Contact Center with Open Computer Telephony Integration (CTI) Softphone to help contact center agents seamlessly manage members’ calls directly in Salesforce.

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud

Open CTI is a JavaScript API that displays CTI functionality in a browser, so there’s no need to install a CTI adapter.

If you want to opt for Amazon Connect, you can use Service Cloud Voice instead of Open CTI.

Note

Here’s how the Open CTI Softphone integration works.
  • The member calls the contact center.
  • The telephony system identifies the member and collects data such as member account number.
  • To retrieve member records, such as account details, the CTI adapter passes the member’s collected data to Salesforce via web services.
  • The results of the search are sent to the CTI adapters.
  • The CTI Adapter sends HTTP requests via Salesforce Open CTI to execute the incoming call screen pop, and update the softphone status.