Contact Center for Health Cloud

Built using 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.

The Contact Center includes these components. You can customize them based on the requirements of your organization.

• Action Launcher: Provides quick actions that are contextualized for the contact center.
• Identity Verification: Helps contact center agents validate the member’s identification details such as account name, account number, phone number or postal code.
• Knowledge Articles: Helps contact center agents search for relevant knowledge topics.
• Patient Card: Provides a complete view of the patient’s health data, including medication requests, health conditions, allergies, and immunizations details. Agents can create the related records from the patient card.
• Profile Card and Member Plan FlexCard: Provides information about member plans and basic details about the patient.
• Record Alerts: Informs agents about changes in records that require attention.
• 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.

• Assign Permission Sets to Contact Center Users
  Provide contact center agents with the permission sets required to use the Contact Center in Health Cloud. Permission set licenses are assigned by default when you assign permission sets to users.
• Enable Admin Settings to Use Contact Center
  To use the Contact Center for Health Cloud app, first enable Contact Center and Timeline, and then set up Identity Verification.
• Create a Profile for the Contact Center User
  Clone the standard user profile and add standard object permissions for the Engagement Interaction, Engagement Topic, Engagement Attendee, and Record Alert objects. Assign the profile to your contact center agent.
• Configure the Contact Center
  Before contact center agents can start using the Contact Center, some configuration is required. Add tabs to the person account’s related list, turn on field-level security, and set the default app layout for the Contact Center.
• Explore the Components of the Contact Center
  Contact Center for Health Cloud offers a 360-degree view of the member, including patient info, member plan details, health-related specifications, and a timeline of the member’s interactions with the contact center agents. Agents can also use quick actions to complete tasks, receive alerts, and read knowledge articles.
• Enable Users to Create Knowledge Articles in the Contact Center
  Follow the Service Setup Assistant to add users who can create knowledge articles.
• Agentforce for Provider Contact Center
  Use Agentforce to enhance every patient interaction and speed up the resolution of patient queries and service requests. Provide personalized support with instant access to patient data, including medical histories, treatment plans, and real-time eligibility and benefit details, on a single interface. Improve operational efficiency and ensure data accuracy as Agentforce connects with external EMR systems, simplifies patient registration, and creates or updates patient-related clinical and administrative data, all while adhering to strict healthcare compliance.
• Use Contact Center for Health Cloud
  Health Cloud’s Contact Center personalizes the healthcare call center and helps you quickly respond to members’ queries, resolve issues, and raise requests.