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

The Advanced Patient Card in Health Cloud is a FlexCard-based UI component that can be extended to show more patient context, such as Clinical Alerts. To display additional fields (Category, SubjectID, Date for active alerts), the developer should:

A. Clone the parent card

Best practice is to clone the delivered parent Patient Card rather than edit it directly, so you preserve the Salesforce-provided baseline functionality.

B. Create and activate a new child card

Child cards display specific contextual data (such as Clinical Alerts).

To customize which fields show, you create a new child card and activate it.

C. Create a DataRaptor to extract necessary data

Clinical Alert data must be pulled from Health Cloud objects.

A DataRaptor Extract retrieves the required fields (Category, SubjectID, Date) for use in the FlexCard child component.

Why not the others?

D. Define session variables to control visibility of clinical data – Session variables can control context in OmniStudio, but they aren’t required just to display fields on the Patient Card.

E. Change the child card state to show active – Card states are used for conditional rendering (loading, error, empty states). Showing active alerts requires data filtering in the DataRaptor, not card state changes.

Salesforce Health Cloud Reference:

🔍 Salesforce Health Cloud – Advanced Patient Card

“Clone the Advanced Patient Card to customize it while preserving the delivered version.”

“Use child cards to display detailed data such as conditions, medications, or clinical alerts.”

“Retrieve data for FlexCards with DataRaptor Extracts.”

Health Cloud supports Utilization Management (UM) through the Service Request object, which tracks prior authorization requests, and through integration with electronic prior authorization systems using MuleSoft.

Customize the Service Request object:

Extract:

“The Service Request object is at the core of the Utilization Management process in Health Cloud. You can customize fields, page layouts, and automation to match your business processes for prior authorization.”

(Source: Administer Health Cloud – Utilization Management)

Integrate using MuleSoft Direct for ePA:

Extract:

“Integrate Health Cloud Utilization Management with external systems using MuleSoft Direct, enabling electronic submission and tracking of prior authorizations.”

(Source: Administer Health Cloud – Utilization Management Integration)

Why not B or D?

There is no standard custom setting called UtilizationManagementSettings for this process.

Support Process is more for standard Salesforce Cases and not directly linked to Utilization Management flows in Health Cloud.

The scenario involves collecting structured information (series of questions) from patients and automatically assigning a personalized care plan based on their answers.

Step-by-Step Reference:

Salesforce Surveys can be used to gather responses from patients post-discharge.

Extract:

“With Salesforce Surveys, care managers can send and record responses directly within Health Cloud, allowing structured data capture from patients.”

(Source: Administer Health Cloud - Surveys)

Discovery Framework processes responses and triggers automated care plan assignments based on responses.

Extract:

“The Discovery Framework in Health Cloud enables dynamic question flows and recommendations, such as assigning care plans based on patient answers.”

(Source: Administer Health Cloud - Discovery Framework)

Combining these, care managers can capture structured data (Surveys) and drive workflow automation and personalization (Discovery Framework).

Step 1: Requirement Analysis

Payer needs to manage healthcare expenses while ensuring quality, affordable care.

Seeks to streamline approval processes for care requests.

Step 2: Utilization Management in Health Cloud

Utilization Management (UM) provides workflows and automation for reviewing, approving, or denying care requests. This supports balancing cost controls with quality care through evidence-based review processes.

Extract:

“Utilization Management helps payers manage costs and ensure members receive appropriate care by streamlining the review and approval process for pre-authorizations and care requests.”

Administer Health Cloud – Utilization Management

Step 3: Review of Options

A. Utilization Management: Directly addresses care request review, cost, and quality balance.

B. Provider Network Management: Focuses on managing provider networks, not utilization/cost review.

C. Intelligent Appointment Management: For scheduling only.

D. Integrated Care Management: Focuses on care coordination, not cost/approval workflow.

To access a patient’s insurance coverage, co-pay, and deductible information in the Benefit Verification component of Health Cloud, you need to integrate with external systems (e.g., payers or clearinghouses). Health Cloud provides the Benefit Verification component, which relies on secure API integrations for real-time eligibility and benefits checks.

Step-by-Step Reference:

Configure the Connection Label with the source system's API details:

Extract:

“In Benefit Verification setup, specify the Connection Label and configure the external endpoint and API details to connect to the benefit verification source system.”

(Source: Administer Health Cloud – Benefit Verification Setup)

Create a named credential to support authenticated callouts:

Extract:

“Use Named Credentials to securely store authentication settings and endpoint information for callouts to external services (such as clearinghouses or payers) required for benefit verification.”

(Source: Salesforce Security Guide and Administer Health Cloud – Benefit Verification)

Why not A or B?

The HCBenVerConnect custom setting is not part of the standard configuration for the out-of-the-box Benefit Verification component.

Configuring a URI path alone (without API details and credentials) does not enable secure, authenticated communication.

Step 1: Requirement Analysis

Bloomington Caregivers wants to view potential drug-to-drug interactions for patients' medications and make recommendations based on that data within Health Cloud.

Step 2: Health Cloud Add-On for Drug Interaction

The Medication Management add-on in Salesforce Health Cloud is specifically designed to handle comprehensive medication tracking, including the ability to surface potential drug-to-drug interactions and provide recommendations for care teams.

Extract:

“With Health Cloud Medication Management, you can track all of a patient’s prescribed and OTC medications, receive potential drug-drug interaction alerts, and use this data to provide recommendations and clinical guidance.”

Administer Health Cloud – Medication Management

Medication Interactions and RxNorm DDI Connectivity are not standalone Salesforce Health Cloud add-ons; the capability is delivered as part of the broader Medication Management feature set.

Allergy Intolerance is used to track allergy data, not drug interactions.

Step 1: Requirement Analysis

Birth Date should be a result field and an optional verifier (not required).

Bloomington ID (a custom field) should appear in search results and be a required verifier.

Step 2: Salesforce Health Cloud Identity Verification Process Configuration

The Identity Verification Process Field object in Health Cloud determines which fields are used for search results, required verification, or optional verification during the identity verification process.

You can add multiple records for a field with different purposes (e.g., one as Result Field and another as Required/Optional Verifier).

Extract:

“You can add or modify Identity Verification Process Field records to control which fields are shown as search results, required verifiers, or optional verifiers. For example, to make a field a required verifier, set Field Type to ‘Required Verifier’. To make a field show in results, set Field Type to ‘Result Field’. You can have more than one record for the same field with different Field Types.”

Administer Health Cloud – Identity Verification Process

Step 3: Actions Needed

For Bloomington ID:

Add a record with Field Type = Result Field (to display in search results)

Add another record with Field Type = Required Verifier (to make it a required field for verification)

For Birth Date:

Update the current record so that Field Type is changed from Required Verifier to Optional Verifier (to make it not required but still usable as a verifier)

Ensure there is a record with Field Type = Result Field if Birth Date should show in the results

Step 4: Review of Options

A: Incorrect; it says to delete the Birth Date Required Verifier instead of changing it to optional.

B: Not the right object/method; doesn’t mention the correct object (Identity Verification Process Field).

C: Correct; matches the best practices and object structure in Health Cloud.

D: Incomplete; does not cover all configuration requirements.

Verified Answer:

C. Add two new Identity Verification Process Field records for ‘Bloomington one with Field Type set to Result Field and one with Field Type set to Required Verifier. Change the Birth Date record with Field Type value Required Verifier to Optional Verifier.

The Discovery Framework in Health Cloud supports:

Question Bank: Central repository of reusable questions for assessments.

Branching: Dynamic branching logic based on patient responses.

Scoring: Automatic scoring for assessments/intakes.

Extract:

“The Discovery Framework supports Question Bank, branching logic, and scoring for dynamic, reusable clinical assessments.”

(Source: Administer Health Cloud – Discovery Framework)

Encrypted Text and Image Analysis are not functions of the Discovery Framework.

Step-by-Step Explanation:

Health Cloud Best Practice for Displaying Internal and External Data:

FlexCards (part of OmniStudio) can display data from multiple sources in a unified view on a patient record.

Integration Procedures connect to external systems and bring in data (e.g., from EHRs or other sources).

DataRaptors extract and transform Salesforce data for display and use in FlexCards.

Salesforce Documentation Reference:

“FlexCards can display internal Salesforce data and call Integration Procedures or DataRaptors to bring in external or standard object data.”— OmniStudio Standard Guide

“Integration Procedures are used to retrieve and update data from external systems and can be invoked directly from FlexCards or OmniScripts.”— OmniStudio Integration Procedures

“DataRaptors map Salesforce data to and from FlexCards and Integration Procedures, enabling seamless display of patient information.”— OmniStudio DataRaptors

Other Options:

Salesforce Flows: Good for automation but not for real-time display of combined external and internal data on record pages.

Visualforce Pages: Legacy solution, not recommended for modern Health Cloud patient page display, and does not natively integrate with OmniStudio tools.

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-by-Step Explanation:

Requirement Analysis:

The client wants to send patients a personalized summary document after their visit, including their care plan.

The process involves selecting from templates and generating patient-specific content.

Tool Comparison:

Health Cloud Email Manager:

Used for composing and sending emails, not for generating documents from templates.

Salesforce PDF Generator:

While Salesforce can generate PDFs from reports, it does not offer flexible, template-based document generation suited for post-visit summaries or complex care plans, especially with dynamic fields.

OmniStudio Document Generation:

Specifically designed to enable dynamic, template-based document creation in Health Cloud and other Salesforce verticals.

Allows users to select templates, merge patient/case data, and generate PDFs or DOCX that can be sent to patients or caregivers.

Supports integration within Health Cloud flows, empowering users (like a patient advocate) to initiate document generation with a few clicks.

Contract Lifecycle Management:

Focused on legal contracts and workflows, not patient summaries or care plans.

Exact Extracts and References from Salesforce Docs:

Extract from OmniStudio Standard Guide:

“OmniStudio Document Generation lets you generate dynamic documents from templates, such as care plans, patient summaries, or correspondence. Templates can be pre-built and allow for the insertion of Health Cloud data fields, enabling the creation of personalized documents for patients or members.”

— OmniStudio Document Generation Overview

From Health Cloud Admin Guide, under Patient Correspondence:

“Patient advocates can use OmniStudio Document Generation to select templates and create personalized care documents for patients based on their Health Cloud data.”

— Reference: Administer Health Cloud - Document Generation

Best Practice from Salesforce:

Salesforce recommends OmniStudio Document Generation for any scenario requiring dynamic, patient-specific document creation and distribution.

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.”

Step 1: Understanding the Discovery Framework in Health Cloud

The Discovery Framework in Salesforce Health Cloud is designed to streamline intake and clinical assessments by providing reusable, modular, and compliant tools for healthcare organizations. It enables organizations to collect, store, and reuse responses to assessment questions efficiently and securely.

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

When organization-wide default access to patient data is set to Private, Care Team functionality in Health Cloud is the standard, out-of-the-box method to manage individual access to patient records.

Step-by-Step Reference:

Health Cloud uses Care Teams to manage access to patient records.

Extract:

“Add care team members (users, contacts, or person accounts) to the patient’s care team and assign appropriate access (Read or Read/Write) to patient records.”

(Source: Administer Health Cloud - Manage Care Teams)

Administrators can specify the access level (Read or Read/Write) for each care team member, allowing for precise control as per role requirements.

Extract:

“Assign record access levels for care team members when adding them to a patient’s care team. This is especially important when the OWD is set to Private.”

(Source: Administer Health Cloud - Care Team Access)

This ensures compliance and proper segmentation of data, as required by healthcare regulations.

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.

When onboarding Health Cloud into an org that already uses Service Cloud, it’s critical to properly configure Organization-Wide Defaults (OWD) to ensure that protected health information (PHI) remains restricted.

The correct settings are:

A. Set Person Accounts to Private

Patients are modeled as Person Accounts in Health Cloud.

Setting Person Accounts to Private ensures PHI isn’t exposed to users outside the Health Cloud business unit.

B. Set related clinical objects to Controlled by Parent or Private

Clinical objects (e.g., Care Plans, Assessments, Referrals) often relate to patients.

Making them Controlled by Parent (Person Account) or Private ensures only authorized users can see PHI.

E. Set Health Details to Controlled by Parent or Private

Health Details contain sensitive clinical data.

Must be restricted at the OWD level to prevent exposure to non-Health Cloud users.

Why not the others?

C. Set Account and Contract to Private

Regular business Accounts/Contracts are part of Service Cloud, not typically where PHI resides. Restricting them isn’t required for PHI protection.

D. Set Contact to Controlled by Parent

Contacts in Health Cloud are often caregivers or providers, not patients (who are Person Accounts).

PHI protection centers around Person Accounts + Clinical Objects + Health Details, not Contacts.

Salesforce Health Cloud Reference:

🔍 Salesforce Health Cloud Security and Sharing Guide:

“For HIPAA and other PHI compliance, set Person Accounts and Health Cloud clinical objects to Private or Controlled by Parent.”

“Ensure Health Details are not exposed via default sharing.”

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.”

ï‚· Medication Management in Health Cloud enables providers to view all of a patient's prescription history in one place, supporting medication reconciliation and review for better health outcomes.

Extract:

“Use Medication Management to track and review patient prescriptions, past and present, ensuring a comprehensive view of medication history and supporting care team collaboration.”

(Source: Administer Health Cloud – Medication Management)

ï‚· Other options (Intelligent Appointment Management, Virtual Care, Integrated Care Management) do not provide comprehensive medication tracking.

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.