Set Up Agentforce Health Features

Now that your Agentforce Health (formerly Health Cloud) org is up and running, let’s see what you can do with it. We’ve got different features for all your business needs. Enable the ones that are relevant to your organization and set up those features and their data for your users.

Note Health Cloud is now Agentforce Health. You may see references to Health Cloud in Salesforce applications and documentation.

• Advanced Therapy Management
  Advanced Therapy Management’s Multi-Step Scheduling feature supports slot management and scheduling across multiple territories in a single place, to help users easily search for and book appointments across multiple sites. Advanced Therapy Orchestration provides flexible workflows that automatically execute all the components of an advanced therapy, from therapy stages and substages to individual tasks.
• athenahealth Integration
  To manage athenahealth patient data and appointment scheduling, connect Health Cloud and athenahealth by using the athenahealth Integration Client MuleSoft app.
• Behavioral Health App
  Give users a 360-degree view of the behavioral or mental healthcare journeys of patients with the Behavioral Health app. Behavioral health and intake specialists can view a timeline of key events and engagements, capture assessments, and perform the common tasks in a patient’s behavioral health journey, from intake through sessions with specialists.
• Benefits Verification
  Integrate benefits verification into the end-to-end patient access workflow to help caregivers and patients reduce the time and effort it takes to find out what coverage is available under each patient's health benefits.
• Care Program Management
  Maximize the impact of your care programs with enrollment and management tools to help drive adherence and improve outcomes. Care programs can cover services such as patient outreach, access to medications, access to care, financial assistance, or remote monitoring.
• Commercial Excellence in Health Cloud
  Medical device manufacturers can manage their volume and price agreements at the product level with their customers using sales agreements. They can also manage account and product specific forecasts, and create account manager targets.
• Contact 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.
• Crisis Support Center Management
  Empower counselors to swiftly respond to a crisis using a simplified intake flow that records details about the client and the interaction. Users can also capture notes, track the client’s interaction history, create and share Knowledge articles, search for beds, create referrals, and share provider details.
• Digital Health Insurance
  Digital Health Insurance in Health Cloud provides a guided, multi-step quoting experience that enables brokers to discover, compare, and generate insurance quotes within a single workflow. Built for small group insurance scenarios, this feature brings together plan discovery, census data processing, plan comparison, and AI-assisted recommendations to simplify how quotes are created.
• Use Digital Health Insurance
  Quickly find and compare the right insurance plans, receive AI-driven recommendations, and generate accurate quotes in one seamless flow. Save time, reduce manual effort, and deliver better, faster proposals to clients.
• Disease Surveillance
  Manage disease investigation cases efficiently, streamline investigations, and track patient data by using Disease Surveillance objects. Use these objects to connect disease related data, update processes, and improve coordination. Address challenges caused by disconnected systems and outdated methods, reduce delays, ensure accuracy, and strengthen public health responses.
• Financial Assistance Program
  Financial Assistance Program streamlines the enrollment of patients, helping them manage out-of-pocket medical expenses. Patient service reps can identify suitable assistance programs based on specific criteria and apply on behalf of the enrollees. Reps can view the status of the application and the history of any financial assistance that was provided to the enrollee. If the application is rejected, the patient service rep can file an appeal. After the application is approved, another patient service rep can view the details of the benefit disbursement, such as the count and benefit of reimbursed Copay coupons.
• Health Engagement
  Use Health Engagement to proactively engage with members across multiple channels like email and SMS and automatically send reminders for care gap closure. Your marketing teams can create and manage outreach campaigns and access prebuilt engagement templates from the Health Engagement app. Patients and members can use the Agentforce-powered self-service to complete quick tasks such as searching for in-network providers and verifying coverage details.
• Home Health
  Use Home Health to efficiently schedule and manage visits for your organization’s home healthcare services. With this feature, your users can automate large parts of their operations, such as scheduling recurring visits and managing field resource assignments.
• Integrated Care Management
  Integrated Care Management helps your care managers create enhanced care plans and coordinate care more efficiently for their patients. The feature’s integration with Discovery Framework (Assessments) gives care managers recommendations when they create care plans. Integrated Care Management is built over Omnistudio, which gives you greater flexibility to customize the feature to your organization’s requirements.
• Intelligent Appointment Management
  Scheduling and managing appointments is at the center of key patient engagement processes such as patient intake, cost estimation of services, patient education, and post-visit surveys. With the Health Cloud Intelligent Appointment Management's easy-to-use console, call center agents and care coordinators can efficiently and accurately schedule appointments.
• Intelligent Sales
  Maximize productivity for your sales teams by giving them the tools required to efficiently plan and execute their surgical case visits and cycle counts. Give your teams valuable insight into field inventory and impacted revenue, with visits-based product availability projections. If someone has a product shortfall, they can request a product transfer from a nearby inventory. Reps can also blaze through cycle counts with fewer errors using their mobile devices.
• Medication Management and Medication Review
  Improve patients' medication regimen and reduce medication-related errors with Medication Management and Medication Review. Capture standardized information related to medication with the help of Medication Review. Use Medication Management to perform medication reconciliation and medication therapy review for patients.
• Patient Program Outcome Management
  Patient Program Outcome Management streamlines the process of defining program outcomes and indicators, and connects program outcomes with patient progress, enabling measurement at the outcome level. Enhance care program efficacy and get clear insights into patient and program performance through Patient Program Outcome Management. Improve patient experience and adherence by building your customized assessments and logic to compute indicator results, and evaluate outcomes to refine patient service programs.
• Participant Management
  Enhance participant engagement for clinical trials or research studies and streamline the recruitment and enrollment journey for participants using Participant Management. Clinical trial participants can use the experience cloud site to find trials, check eligibility, and register for clinical trials. Clinical trial coordinators can use Einstein Candidate Matching to build a comprehensive pool of potential candidates who match study criteria. Use guided workflows to capture participant consent.
• Pharmacy Benefits Verification
  Gain expedited access to patient care and efficiently verify benefit coverage details by using Pharmacy Benefits Verification. Patient services rep can use a streamlined process to assist patients in getting an accurate summary of their pharmacy benefits. Reps can use a guided flow to send a verification request to payers and receive a response for pharmacy coverage details, including coverage status, co-pay, co-insurance, deductibles, and total out-of-pocket expenses.
• Provider Relationship Cards
  Set up provider relationship cards to quickly and efficiently show users what they need to know about providers and the facilities where they work, all in one place.
• Provider Network Management
  Find and manage provider partners and support efficient recruiting, credentialing, contracting, and self-service within a single cloud platform.
• Provider Search
  Powered by the provider data model, Provider Search helps your users find healthcare providers based on criteria such as location, specialty, and whether the provider is accepting new patients.
• Referral Management in Health Cloud
  Referral Management in Agentforce Health centralizes the referral lifecycle to reduce administrative burden and prevent patient leakage. By connecting providers, coordinators, and patients on one intelligent platform, it replaces fragmented, manual workflows with a single source of truth: the Clinical Service Request (CSR).
• Remote Monitoring Patients
  Remote Monitoring allows care coordinators to create a reliable and personalized connection with patients to motivate them on their healthcare journey. Care Coordinators can personalize care metric targets for each patient, making it easy to correlate care metrics and identify healthcare gaps. Charts that show biometric data and health metrics such as heart rate, blood glucose levels, or weight, help care coordinators track patient health with minimal effort. When a patient’s biometric data is out of range, care coordinators can proactively engage with patients.
• Site Management
  Streamline the process of selecting and activating clinical research study sites and investigators through the enhanced search, assessment creation, scoring, and summarization capabilities of Site Management.
• Social Determinants of Health
  Give your users a holistic understanding of patients and members, so that they can provide more personalized care and support. Social workers and case managers capture critical social and environmental factors like homelessness and low income as barriers and related social determinants. With social determinants of health, they can create intervention tasks to address barriers and help mitigate avoidable adverse health events for patients and members.
• Unified Health Scoring
  Unified Health Scoring gives your users a holistic view of their patients’ health profiles. Using this feature, you can define a unified health profile for your organization that shows your users everything concerning their patients’ health. You can also configure contextual actions that prompt your users to intervene based on a patient’s score. This multidimensional view together with contextual prompts help your users plan their interventions better for improved health outcomes, greater patient engagement, and reduced healthcare costs.
• Utilization Management
  Give your users the tools to collaborate seamlessly when they submit, assign, or process requests for coverage requirements discovery (CRD), documentation templates and rules (DTR), and prior authorization support (PAS). Utilization Management makes it easier for provider and payer organizations to gather member and clinical data, streamline request reviews, and evaluate requests for medical necessity.
• Virtual Care
  With Virtual Care video visits, you can enable care from anywhere.