Comprehensive Detailed Step by Step Explanation with exact Extracts from Salesforce Health Cloud documents that you have with References

Healthcare Practitioner and Healthcare Provider Objects:

Salesforce recommends using the Healthcare Practitioner object for modeling individual doctors and the Healthcare Provider object for organizations/facilities.

Extract:

“Model physicians using the Healthcare Practitioner object and relate them to organizations or facilities using the Healthcare Provider object.”

— Provider Network Management Data Model

Other Options:

A. Contact and B. Person Account are not the recommended approach for modeling licensed clinical professionals in the Health Cloud provider data model.

When complying with HIPAA using Salesforce Shield, Bloomington Caregivers must:

Encrypt sensitive data in transit and at rest:

Shield Platform Encryption ensures encryption at rest; Salesforce uses TLS for encryption in transit.

Extract:

“Salesforce Shield encrypts sensitive data at rest. Salesforce also encrypts data in transit using TLS.”

(Source: Salesforce Security Guide, Shield Platform Encryption Guide)

Implement and regularly review audit trails:

Shield Event Monitoring and Field Audit Trail help monitor data access and modifications.

Extract:

“Implement audit trails and monitor them to detect unauthorized or suspicious activities.”

([Source: Salesforce Security Guide, Shield Platform Encryption Guide])

Configure data retention policies:

Retain records for legally required periods to comply with HIPAA.

Extract:

“Data retention policies must comply with legal and regulatory requirements, including HIPAA.”

([Source: Salesforce Security Guide])

Why not B or C?

Providing access to third-party auditors is not a Salesforce Shield requirement; such reviews are typically handled internally.

Using third-party backup solutions is not a core Shield/HIPAA control within Salesforce, and data residency must be managed with care.

Step 1: Understanding the Requirement

A payer organization needs to recruit, credential, and onboard providers into its network. This requires features that manage provider information, credentialing processes, onboarding workflows, and network directory maintenance.

Step 2: Official Salesforce Health Cloud Capability

Salesforce Health Cloud offers an add-on called Provider Network Management (PNM) that is specifically designed for payers to recruit, credential, and onboard providers.

Extract:

“Provider Network Management streamlines recruiting, credentialing, onboarding, and network directory maintenance for payers. It provides tools to manage the provider lifecycle from initial recruitment through onboarding and network management.”

Administer Health Cloud – Provider Network Management

Step 3: Review of Options

A. Contact Center for Payers: Focused on member and provider service center functionality, not recruiting or credentialing.

B. Utilization Management: Focused on authorization and medical necessity reviews, not onboarding or credentialing.

C. Provider Network Management: Specifically built for recruiting, credentialing, and onboarding providers.

D. Provider Relationship Management: Focuses on relationship management post-onboarding, but not credentialing/onboarding workflows.

Step-by-Step Explanation:

Understanding the Scenario:

The provider aims to build a Contact Center using Health Cloud for patients to:

Set up appointments

Get billing answers

Update plan information

Salesforce’s Best Practices for Requirements Gathering:

Salesforce Health Cloud documentation emphasizes collaborating with end users and technical stakeholders to uncover pain points and define requirements.

Extract from Health Cloud Admin Guide:

“Successful Health Cloud projects start with workshops that bring together key personas, such as contact center agents and care coordinators, with technical stakeholders including Salesforce admins and integration architects. These sessions surface pain points, business needs, and integration requirements.”

— Reference: Administer Health Cloud – Implementation Best Practices

Who Should Be Involved?

Contact Center agent (Persona):

Directly understands patient needs and pain points during calls and chats.

Can highlight workflow, usability, and feature needs.

Salesforce administrator (Stakeholder):

Understands platform capabilities, permissions, and how features will be implemented or configured.

Integration architect (Stakeholder):

Critical for connecting Health Cloud to other systems (e.g., EHR, billing, insurance).

Ensures technical feasibility for integrations (e.g., real-time eligibility checks, appointment scheduling with external systems).

Why Other Answers Are Not Correct:

B: General physician and Marketing Cloud admin are not core to Contact Center workflows or technical design for scheduling/billing.

C: Sales administrator and Tableau developer focus on sales or analytics, not operational or integration workflows for Contact Centers.

D: Tableau developer and MuleSoft developer are more technical roles but not typically involved in initial workflow and requirements gathering at the Contact Center user level.

Official Document Extract:

From Salesforce Implementation Guides:

“It is essential to involve actual end users (such as agents) and platform administrators in requirements workshops, and to include an integration architect for designing connected experiences.”

— Reference: Administer Health Cloud – Implementation Best Practices

To ensure that the new office address is sent to patients via email after booking, you need logic in the Integration Procedure that checks the office location and triggers the correct email template.

Conditional Blocks in Integration Procedures allow developers to execute actions (like sending a specific email) only when certain conditions are met—such as the new office location.

Extract:

“Use a Conditional Block in an Integration Procedure to execute logic based on data values or conditions. For example, send a specific notification when a record matches certain criteria.”

(Source: Omnistudio Standard Guide – Integration Procedures)

Why not A, B, or C?

Removing Try-Catch, building If-Elself logic, or only updating test conditions do not leverage the maintainable and declarative power of Conditional Blocks in Integration Procedures.