Salesforce Health-Cloud-Accredited-Professional Salesforce Health Cloud Accredited Professional AP-211 Exam Exam Practice Test

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

In OmniStudio FlexCards, when you want to change the visual styling of a field element (e.g., font type, font color, formatting), you have two main options:

A. Write custom CSS

OmniStudio FlexCards allow applying custom CSS classes for fine-grained control of styles.

This is how you can specify a font like Times New Roman or apply a red color.

B. Make edits to Field Style

The Field Style editor within the FlexCard Designer lets you directly configure basic styling properties (like text color, background, alignment, etc.) without needing custom CSS.

Why not the others?

C. Make edits to Setup Panel – The Setup Panel is for data source, conditions, and layout configuration, not for styling individual fields.

D. Make edits to Field Properties – Field Properties are used to configure which data is displayed and how it behaves (like label, formatting rules, or conditional display), but styling is handled through Field Style or CSS, not properties.

Salesforce OmniStudio Reference:

???? Salesforce OmniStudio FlexCard Designer Guide

“You can use the Field Style editor to set basic styles, such as font color and alignment.”

“For advanced customization, apply custom CSS classes to field elements.”

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

When configuring security, sharing, and visibility in Salesforce Health Cloud, consultants must consider healthcare-specific requirements such as HIPAA, GDPR, and organizational policies. Two critical considerations are:

B. Understand customer needs, data security, privacy concerns, regulatory compliance, and sharing or visibility restrictions.

Healthcare data involves PHI (Protected Health Information), which requires strict compliance with HIPAA and regional regulations.

Consultants must tailor security models to meet specific privacy and compliance requirements.

C. Regularly review and update security, sharing, and visibility settings in Health Cloud to align with evolving needs, regulations, and organizational policies.

Regulations change, and so do organizational needs. Security and sharing rules must be reviewed and updated periodically to ensure ongoing compliance and relevance.

Why not the others?

A. Ensure that data mask is used in production to appropriately manage PHI.

Salesforce Data Mask is a tool for sandbox data anonymization, not for production. PHI in production should be secured using encryption, field-level security, and sharing rules—not Data Mask.

D. Review Salesforce documentation and implement a standardized security and visibility model.

While documentation is helpful, healthcare organizations require tailored security models that fit unique compliance and data access needs, not a one-size-fits-all model.

Salesforce Health Cloud Reference:

???? Salesforce Health Cloud Security & Compliance Guidance:

“When configuring Health Cloud, ensure security models reflect customer needs, privacy concerns, and regulatory compliance (HIPAA, GDPR, etc.).”

“Review and update security, sharing, and visibility models regularly to address evolving business, regulatory, and compliance requirements.”

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.”

The Patient Medication Manager component in Salesforce Health Cloud surfaces data from FHIR-aligned medication objects. When customers request field updates on this UI component, the consultant can configure fields from the underlying objects.

A. Medication Details → Stores key information about a patient’s medications. Fields from this object can be exposed or customized on the Patient Medication Manager.

C. Medication Request → Represents a provider’s request or order for a medication. Fields from this object are also available to configure in the Patient Medication Manager.

Together, these two objects form the basis of what’s displayed and editable in the Patient Medication Manager.

Why not the others?

B. Medication Dispense – Tracks when and how a medication was dispensed. It is not directly configurable for field-level updates in the Patient Medication Manager component.

D. Medication Strength – Captures clinical details about dosage strength, but it isn’t one of the configurable objects in the Patient Medication Manager UI.

Salesforce Health Cloud Reference:

???? Salesforce Health Cloud Medication Management:

“The Patient Medication Manager component displays information from Medication Details and Medication Request objects. Administrators can add or remove fields from these objects to tailor the component.”

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.

The scenario is about sending patients’ visit information from Health Cloud to an ERP system on a weekly billing cycle.

This is a scheduled, bulk-data transfer requirement (not real-time, not request/response).

The correct integration pattern here is a batch extract using an ETL tool.

ETL tools (like Informatica, Mulesoft, Talend) are best for handling scheduled bulk data movement between Salesforce and external systems, especially for billing cycles.

The process can be scheduled nightly/weekly to pull visit data and send it to the ERP system.

Why not the others?

A. Fire and Forget with ESB – Used for real-time event-driven messaging (e.g., when an event happens, send a message immediately). Not needed here since the requirement is weekly batch.

C. ERP system to call the FHIR Billing API in Health Cloud – This would make sense if the ERP were pulling billing records via FHIR APIs, but here the need is sending visit data from Salesforce → ERP in bulk.

D. Request and Reply with ESB – Used when an external system calls Salesforce and expects an immediate response. Not applicable for scheduled, large-scale billing exports.

Salesforce Health Cloud Reference:

???? Salesforce Health Cloud Integration Guide:

“For billing, claims, or other periodic back-office processes, use a batch integration pattern with an ETL tool to extract large volumes of patient and encounter data from Salesforce on a scheduled basis.”

Salesforce Integration Patterns and Practices

Salesforce Health Cloud Data Exchange

 Preconfigured Prior Authorization Objects:

Exact Extract:

“The Health Cloud Care Request Extensions package provides out-of-the-box record types, page layouts, and flows for prior authorizations and other payer workflows.”

Step 1: Requirement Analysis

Admin needs to leverage Advanced Therapy Management for complex gene therapy scheduling.

Step 2: Key Capabilities of Advanced Therapy Management

Book multi-step appointments: Supports sequencing and booking complex, interdependent appointments and procedures (e.g., cell collection, manufacturing, infusion).

Reschedule part of the appointment chain: Enables rescheduling one step in a multi-step process without rebooking the entire chain.

Extract:

“Advanced Therapy Management allows for the orchestration of complex, multi-step appointment chains and the flexibility to reschedule individual steps in the chain.”

Administer Health Cloud – Advanced Therapy Management

Other options:

A: Telehealth scheduling is not a specific feature of Advanced Therapy Management.

D: Einstein is not natively used for chain optimization in Advanced Therapy Management as per current documentation.

Verified Answers:

B. Book multi-step appointments.

C. Reschedule part of the appointment chain.

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.

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.

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.

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.

 Access to Filtered Fields:

Exact Extract:

“If a user does not have access to a field that is used in a filter on a patient or member list, the list will not be displayed to that user.”

 Dependent Intervention Tasks:

Exact Extract:

“Action Plan Templates allow you to define and manage dependent intervention tasks for integrated care management workflows, enabling conditional task sequencing.”

Step 1: Requirement Analysis

Bloomington Caregivers wants to share a patient’s medical condition details with a local hospital through integration. The recommended method must leverage Health Cloud functionality for standardized, interoperable health data sharing.

Step 2: Salesforce Health Cloud FHIR API

Health Cloud provides native support for the FHIR (Fast Healthcare Interoperability Resources) APIs to facilitate seamless and standardized clinical data exchange (including medical conditions, allergies, medications, etc.) with external systems.

Extract:

“Health Cloud supports the FHIR standard and provides FHIR APIs for accessing and sharing clinical data such as conditions, observations, and encounters with external health systems.”

Administer Health Cloud – FHIR APIs

Step 3: Review of Options

A. Expose the MedicalCondition object through an Apex class: Not standards-based; not recommended for clinical interoperability.

B. Use the FHIR Patient API through DataRaptor: DataRaptor is an OmniStudio tool for extracting data, but not specifically for FHIR API access.

C. Leverage the MedicalCondition Integration Procedure: Integration Procedures are used for orchestrating APIs but are not directly the mechanism for sharing FHIR data externally.

D. integrate using the FHIR Clinical API: Correct – aligns with healthcare interoperability standards and Health Cloud's FHIR support.

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.”

The requirement is:

Push patient medication updates to an external pharmacy immediately → This is an event-driven use case.

Receive immediate confirmation about medication interactions from the pharmacy → This requires a synchronous call/response pattern.

The correct integration patterns are:

A. Platform Event

Best for real-time, event-driven notifications when medication information is updated in Health Cloud.

Ensures the pharmacy receives updates as soon as they occur.

D. Apex HTTP Callout

Supports synchronous communication with external systems.

Allows Health Cloud to send a request and receive an immediate confirmation/response about medication interactions from the pharmacy.

Why not the others?

B. Industries ETL – This is for batch, large-volume data movement, not real-time event-driven updates or immediate confirmations.

C. OmniStudio Integration Procedure – Great for orchestrating data retrieval/manipulation across systems, but it’s not designed for event-driven updates with confirmation requirements.

Salesforce Health Cloud Reference:

???? Salesforce Integration Patterns and Practices:

“Use Platform Events for event-driven, near real-time messaging between Salesforce and external systems.”

“Use Apex callouts when Salesforce must send a request and wait for an immediate response.”

Step-by-Step Explanation:

Salesforce Health Cloud Prerequisites:

Enable Person Accounts:

Required for representing patients and healthcare contacts.

“Person Accounts must be enabled before installing Health Cloud.”

— Reference: Health Cloud Installation Prerequisites

Enable Chatter:

Health Cloud uses Chatter for collaboration between care teams.

“Chatter must be enabled to use Health Cloud features like care coordination and notes.”

— Reference: Health Cloud Installation Prerequisites

Enable Contacts to Multiple Accounts:

Necessary to relate patients to multiple organizations/providers.

“Enable Contacts to Multiple Accounts to relate contacts (patients) to more than one account (e.g., provider, payer).”

— Reference: Health Cloud Installation Prerequisites

Other Options:

B. Enable Shield Event Monitoring: Not required for Health Cloud installation (but is a best practice for auditing and compliance in some orgs).

D. Enable Health Cloud Installation Monitor: Not a standard Salesforce setting or prerequisite.

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.