Health-Cloud-Accredited-Professional Salesforce Health Cloud Accredited Professional AP-211 Exam Questions and Answers

Video Visits for Social Determinants of Health (SDOH):

Exact Extract:

“Use Virtual Care in Health Cloud to enable video visits between care providers and patients, including for conversations about social and economic factors.”

 FHIR R4 Standard:

Exact Extract:

“Health Cloud supports FHIR R4 as an industry data standard for EHR interoperability.”

To ensure a provider can create and view Salesforce reports analyzing patient outcomes and referrals, the following steps are required:

A. Create custom report types for clinical objects.

Health Cloud clinical data (e.g., patient outcomes, referrals, care plans) resides in custom objects.

To report on them, you must create custom report types.

D. Enable the enhanced Analytics for Healthcare setting in Setup.

This setting provides preconfigured reports and dashboards tailored for healthcare, such as referrals, utilization, and outcomes reporting.

E. Assign appropriate permissions to internal users.

Providers need the correct Health Cloud and reporting permissions to access and run these reports.

Without appropriate object-level and FLS permissions, reports won’t display the necessary data.

Why not the others?

B. Leverage the Patient Referral Management unmanaged package – Referral management is now native in Health Cloud. The unmanaged package was used in early versions but is deprecated and not recommended.

C. Adjust template care management reports and dashboards – These are useful but do not provide referral and outcome reporting by themselves. Customization and proper report type setup are still required.

Salesforce Health Cloud Reference:

???? Salesforce Health Cloud Implementation Guide – Reports and Dashboards:

“Enable Enhanced Analytics for Healthcare to access out-of-the-box reports and dashboards for referrals, utilization management, and patient outcomes.”

“Create custom report types for Health Cloud clinical objects to extend reporting capabilities.”

“Ensure users have the appropriate object and field permissions to run reports.

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

Experience Builder and Component Access:

Add the Provider Search component to the Experience Cloud site page for external user access.

Extract:

“Use Experience Builder to add Provider Search components to your site to enable external users to search for providers.”

— Provider Search in Experience Cloud

Read Access:

Granting Read access to the Care Provider Searchable Field object is required for site users to access search results.

Extract:

“Grant the site user profile Read access to the Care Provider Searchable Field object to allow them to view provider search results.”

— Provider Search Security

Other Options:

B: Sharing rules not typically required; object-level access is key.

D: Data Pipeline object access is not relevant for provider search results.

Step-by-Step Explanation:

COPPA Requirements in Healthcare Applications:

Disclose privacy policy and obtain parental consent:

“Organizations must provide clear privacy notices to parents and obtain their consent before collecting any personal information from children under 13.”

— Reference: Salesforce Security Guide, COPPA Compliance

Obtain verified parental consent before collection/storage:

“Verified parental consent is a core requirement for COPPA, prior to collection and storage of children’s personal data.”

Implement security measures:

“Appropriate security controls and safeguards must be in place to protect children’s data as mandated by COPPA.”

Encryption:

While encryption is a best practice (option D), COPPA explicitly requires appropriate security but does not mandate encryption at rest and in transit as a specific requirement, though it is recommended.

Partner Compliance:

Option E refers to the implementation partner, but regulatory responsibility remains with the covered entity (Bloomington Caregivers), not the partner.

To improve appointment scheduling and provide patient self-service, these three Health Cloud features should be configured:

Experience Cloud for Health Cloud:

Allows creation of patient-facing portals for self-service appointment booking and information access.

Extract:

“Experience Cloud enables self-service portals for patients, supporting appointment scheduling and other interactions.”

(Source: Administer Health Cloud – Experience Cloud)

Intelligent Appointment Management:

Offers advanced scheduling features and automation to reduce wait times and manual booking.

Extract:

“Intelligent Appointment Management in Health Cloud supports both self-service and agent-assisted scheduling workflows.”

(Source: Administer Health Cloud – Intelligent Appointment Management)

Provider Search:

Lets patients find the right clinic or provider based on specialty, availability, and other criteria.

Extract:

“Provider Search empowers patients to search for providers and book appointments online through self-service portals.”

(Source: Administer Health Cloud – Provider Search)

Why not A or D?

Intelligent Form Reader is used for document capture, not for scheduling or self-service.

Assessments and Recommendations are used for care management, not scheduling.

Step-by-Step Explanation:

Health Cloud Intelligent Document Automation (IDA) Capabilities:

IDA automates processing of incoming documents (like insurance cards or clinical records).

Out-of-the-box features allow:

Document Rotation: For correcting the orientation of scanned/received documents.

Record Type Association: For matching documents to appropriate Salesforce record types (such as associating a document with a Patient or Encounter).

Automated Document Checklist Item Creation: Automatically creating checklist items for actions (e.g., missing forms or needed verifications).

Supported and Unsupported Features:

Barcode Scanning: Not an out-of-the-box feature of Health Cloud IDA (may require third-party solutions).

eFax Connection: While Health Cloud supports document management, direct eFax integration is not out-of-the-box.

Official Document Extracts:

From Salesforce Help:

“You can rotate, associate, and automate checklist items for documents received in Health Cloud using Intelligent Document Automation.”

— Administer Health Cloud – Document Automation

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

Provider Search and Performance:

The Data Processing Engine (DPE) in Health Cloud enables fast, scalable searches across large provider directories. It is specifically designed for performance and scalability in Provider Search scenarios.

Extract:

“Health Cloud leverages the Data Processing Engine to deliver scalable, high-performance Provider Search for finding care locations and providers based on patient preferences and proximity.”

— Health Cloud: Provider Search

Other Options:

Pipeline Analytics: Used for data insights, not real-time search.

Business Rules Engine: Handles rules/logic, not high-volume search.

Flow for Industries: Automates processes, but DPE is the correct scalable search tool.

DataRaptors are best for extracting, transforming, and loading Salesforce data, especially when handling data from related SObjects.

Single DataRaptor for related SObjects:

Extract:

“Use a DataRaptor Extract when you need to read Salesforce data, such as retrieving fields from multiple related SObjects in a single read.”

(Source: Omnistudio Standard Guide – DataRaptors)

Why not B, C, or D?

SendMail tasks, complex multi-step logic, or external data connections are handled by Integration Procedures, not DataRaptors.

In Salesforce Health Cloud, when an organization needs to track account information along with geographical details (like facilities, addresses, and locations), the following objects are used:

A. Location

A standard object in Salesforce used to store physical location data such as addresses, latitude/longitude, and site details.

Useful for mapping and onsite representative visits.

B. Healthcare Facility

Represents the organization’s clinical facilities (hospitals, clinics, labs, etc.).

Connected to Accounts to model the healthcare network.

C. Facility Address

Stores detailed address information for a healthcare facility.

Provides geographical data needed by onsite reps.

Why not D. Clinic Location?

Clinic Location is not a standard Health Cloud object. The correct objects are Healthcare Facility + Facility Address + Location to track facility and geographical details.

Salesforce Health Cloud Reference:

???? Salesforce Health Cloud Provider Data Model:

“Use the Healthcare Facility object to represent hospitals, clinics, and other care sites.”

“Use the Facility Address object to store location-specific details about healthcare facilities.”

“The Location object stores standardized address and geographic information.”

Step-by-Step Explanation:

Salesforce Health Cloud Best Practice for Person Accounts Access:

Person Accounts in Salesforce are a combination of an Account and a Contact.

To ensure that access to the person account (patient record) gives access to all data on the record, Salesforce recommends setting the Contact sharing setting to "Controlled by Parent".

This means the sharing and visibility of the Contact (patient details) will follow the sharing settings of the parent Account (the Person Account).

Salesforce Documentation Reference:

“For Person Account sharing and access, set the Contact object sharing setting to Controlled by Parent. This ensures that users with access to the Account (Person Account) also have access to the associated Contact data.”— Reference: Health Cloud Implementation Guide, Sharing and Access

Why Not the Other Options?

A. Set Modify All on the Account object at the Profile level: Too broad; not recommended due to least privilege principle.

C. Set Private for the Contact object: Would prevent access to the Contact, even if user has access to the Account.

D. Set the organization-wide default to Public Read Write for the Account object: Not best practice for healthcare, as it risks overexposing sensitive data.

 The Health Cloud Reports for Patient Referral Management unmanaged package provides prebuilt reports and dashboards to analyze referrals.

Extract:

“The Health Cloud Reports for Patient Referral Management unmanaged package includes reports and dashboards that help track patient referrals in Salesforce.”

(Source: Administer Health Cloud – Reports and Dashboards)

 Other options are either not standard package names or do not match referral reporting.

Step-by-Step Explanation:

Intelligent Document Automation:

Exact Extract:

“Intelligent Document Automation in Health Cloud automatically extracts data from incoming documents, including faxes, and creates structured data for downstream workflows.”

Step 1: Requirement Analysis

The provider’s office needs to verify a patient’s insurance plan information and coverage when a patient calls to book an appointment.

This means checking whether the patient’s insurance is active, what services are covered, and any applicable copays or eligibility details.

Step 2: Health Cloud Out-of-the-Box Capability

Benefits Eligibility and Verification is the dedicated Health Cloud capability that allows provider offices and payers to verify a patient’s insurance coverage, eligibility, and benefit details in real time, either through integration with payers or using Health Cloud workflows.

Extract:

“Health Cloud offers Benefits Eligibility and Verification, enabling providers and payers to confirm a patient’s plan information and coverage eligibility, reducing the risk of denied claims and improving the patient experience.”

Administer Health Cloud – Benefits Eligibility and Verification

Step 3: Review of Options

A. Benefits Eligibility and Verification: Directly addresses insurance plan and coverage verification.

B. Intelligent Appointment Management: For scheduling, not insurance verification.

C. Utilization Management: For prior authorizations and care request reviews.

D. Identity Verification: For confirming patient identity, not insurance coverage.

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

Request Review Types:

Utilization Management processes center around reviewing requests for appropriateness of care, with the three main types being Prior Authorization Review, Concurrent Review, and Retrospective Review.

Extract:

“Utilization Management supports prior authorization, concurrent, and retrospective reviews to evaluate care appropriateness case by case.”

— Utilization Management in Health Cloud

Care Requests:

Care Requests are the mechanism for providers to seek authorization from payers for drugs, services, or admissions.

Extract:

“Design care request processes to support providers seeking health plan authorization for services, medications, or admissions.”

— Health Cloud Utilization Management Data Model

Why not the other options?

A: Next Best Action is more for care management recommendations, not utilization review.

C: Intake agent count is an operational consideration, not a UM process.

The issue is that the FlexCard is displaying an extra line whenever Address Line 2 has data. The requirement is to fix the display formatting without changing the underlying data model.

In OmniStudio DataRaptors, you can add formula fields during data extraction.

By concatenating Address Line 1 + Address Line 2 into a single formatted field inside the Extract DataRaptor, you can pass the clean, properly formatted address to the FlexCard.

This approach ensures:

No changes to underlying data structure.

No need to create new fields.

Controlled formatting at the data transformation layer.

Why not the others?

A. Add a Load DataRaptor to write the data into one new custom field.

This changes the data model by writing into a new custom field, which the requirement prohibits.

B. Replace the Extract DataRaptor with a Transform DataRaptor.

Transform DataRaptors are typically used for complex JSON-to-JSON mapping or orchestration, not needed here since a simple formula in the Extract DataRaptor suffices.

D. Create a new Turbo Extract DataRaptor to trim the Address data in both fields.

Turbo Extracts are used for high-performance, single-object extracts but do not support formulas or transformations.

They wouldn’t solve the concatenation/formatting issue.

Salesforce OmniStudio Reference:

???? OmniStudio DataRaptor Guide:

“Use formulas in Extract DataRaptors to concatenate or transform fields before passing data to a UI component.”

“Turbo Extract DataRaptors don’t support formulas or transformations.”

Step-by-Step Explanation:

Feature Overview:The Actionable Relationship Center (ARC) in Salesforce Health Cloud is specifically designed to give healthcare organizations a graphical and interactive way to visualize, manage, and act on complex relationships among people (patients, caregivers, practitioners) and organizations.

Source: Administer Health Cloud – Actionable Relationship Center

Complex Associations:ARC supports multiple relationship types, including personal, clinical, and organizational connections, enabling users to easily view and manage these associations in a single, unified interface.

Exact Extract:

“With Actionable Relationship Center, care coordinators and other users can view, create, and manage the relationships between patients, their care teams, household members, and service providers. The ARC visualization tool shows complex relationships between people and organizations.”

Step-by-Step Explanation:

Business Process Capabilities:

Intelligent Document Automation: Upload and process patient insurance cards.

Intelligent Document Reader: OCR and extract information to automatically create Member Plan records.

Benefits Verification: Check and verify patient insurance benefits.

Intelligent Appointment Management: Schedule on behalf of the patient with providers.

Salesforce Documentation Reference:

“Use Intelligent Document Automation and Intelligent Document Reader to upload and extract insurance card details, with automated Member Plan creation. Use Benefits Verification and Intelligent Appointment Management to enable scheduling and eligibility checks.”— Health Cloud: Intelligent Document Automation— Health Cloud: Benefits Verification— Health Cloud: Intelligent Appointment Management

Why not the other options?

Only D includes all needed automation for insurance card processing, Member Plan record creation, benefits verification, and scheduling.

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

Record Alerts:

Notify agents of important or recent changes in patient information.

Extract:

“Use Record Alerts to keep agents informed of changes and critical updates on the patient’s record.”

— Contact Center for Health Cloud Overview

Timeline:

Provides a single, unified view of all engagement interactions, encounters, and activities with a patient.

Extract:

“Timeline shows a consolidated history of patient interactions and engagement, giving agents a complete view in one place.”

— Health Cloud: Enhanced Timeline

Member Plan FlexCard:

Displays key patient insurance information directly on the record page.

Extract:

“The Member Plan FlexCard displays essential details about the patient’s insurance coverage for agents.”

— OmniStudio: FlexCards

Other Options:

A. Identity Verification: Used for verifying caller identity, not information display.

D. Action Launcher: Launches actions/processes, not for displaying info or alerts.

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

Business Rules Engine (BRE):

Enables you to define, automate, and manage approval criteria for prior authorizations.

Extract:

“Use Business Rules Engine to automate decisions and apply approval criteria for utilization management and prior authorizations.”

— OmniStudio: Business Rules Engine

Utilization Management Data Model:

Provides standard Health Cloud objects to manage prior authorizations, including requests, approvals, and denials.

Extract:

“Health Cloud Utilization Management provides a complete data model for tracking prior authorization requests and decisions.”

— Health Cloud: Utilization Management Data Model

Out-of-the-box Process Libraries:

Prebuilt processes for common healthcare workflows, including prior authorizations.

Extract:

“Out-of-the-box process libraries provide reusable flows for utilization management, including authorizations, appeals, and notifications.”

— Administer Health Cloud: Process Libraries

Incorrect Options:

A. Claims data model: Related to claims, not prior authorizations.

B. Intelligent Appointment Management: Focused on scheduling, not utilization management or prior authorization.

In Salesforce Health Cloud’s Identity Verification framework, you can configure which search parameters (such as date of birth, SSN, phone number, etc.) are used by customer service representatives to verify a member or patient’s identity.

To add a new search parameter, you configure an Identity Verification Parameter Item record.

Identity Verification Parameter Item → Defines the actual search fields that will be used in the verification process.

These parameter items are tied to the Identity Verification Process Detail to determine how the verification is performed.

Why not the others?

A. Verification Search Feature – This controls whether identity verification search is enabled, but not the specific search parameters.

B. Identity Verification Process Detail – This defines the steps and rules of the verification process, but doesn’t store the search fields themselves.

D. Linked Identity Search Detail – Used to configure linked identities across systems, not to add new search parameters.

Salesforce Health Cloud Reference:

???? Salesforce Help – Identity Verification in Health Cloud

“To configure the search fields that agents use for member or patient identity verification, create and manage Identity Verification Parameter Item records.”

Salesforce Health Cloud Identity Verification Documentation