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

Step 1: Requirement

Define workflow for call center users focused on prior authorization status checks.

Step 2: Best Practice for Workflow Discovery

Discovery should be user-centered, involving direct engagement with actual users (personas).

Observing and documenting their daily processes identifies real pain points and optimization opportunities.

Extract:

“Best practice for workflow discovery is to interview and observe key personas, document their processes, and map opportunities for automation and optimization.”

Salesforce Architect – Business Process Discovery

Other options (industry research, previous projects, or proof of concept) do not provide the necessary user insight for workflow design.

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 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 requirement is to identify the Health Cloud feature that helps ensure compliance with the Health Insurance Portability and Accountability Act (HIPAA), which governs the protection of Protected Health Information (PHI). HIPAA compliance requires robust security measures, including access controls and data protection. Let’s evaluate the options.

Option A: Data visualization and analytics

Explanation: Data visualization and analytics in Health Cloud provide insights into patient data and care coordination but do not directly address HIPAA compliance requirements like securing PHI or controlling access. These features are more about operational efficiency than security.

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.

 Enhanced Timeline Functionality:

The Enhanced Timeline in Health Cloud displays a sequence of clinical events (e.g., health conditions and encounters) on a patient’s Person Account.

Exact Extract:

“To configure the Enhanced Timeline component to show custom event types and adjust the event display, create a Timeline View Configuration record.”

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.”

To ensure that the new office address is sent to patients via email after booking, you need logic in the Integration Procedure that checks the office location and triggers the correct email template.

Conditional Blocks in Integration Procedures allow developers to execute actions (like sending a specific email) only when certain conditions are met—such as the new office location.

Extract:

“Use a Conditional Block in an Integration Procedure to execute logic based on data values or conditions. For example, send a specific notification when a record matches certain criteria.”

(Source: Omnistudio Standard Guide – Integration Procedures)

Why not A, B, or C?

Removing Try-Catch, building If-Elself logic, or only updating test conditions do not leverage the maintainable and declarative power of Conditional Blocks in Integration Procedures.

 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.

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.

 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-by-Step Explanation:

CRM Analytics for Health Cloud:

Exact Extract:

“CRM Analytics for Health Cloud delivers prebuilt dashboards and extended analytics for monitoring care plans, outcomes, and adherence across networks and facilities.”

 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

The payer wants to use predefined rules for prior authorization request reviews, seeking out-of-the-box Health Cloud functionality for speed to value.

Step 2: Health Cloud Prior Authorization & Rules Engine

The Expression Set Templates in Health Cloud provide a prebuilt, configurable framework to automate and standardize prior authorization request reviews. These templates contain reusable logic and criteria that can be easily tailored and applied to common authorization scenarios.

Extract:

“Use Health Cloud’s prebuilt Expression Set Templates to accelerate prior authorization configuration. These templates enable payers to implement standardized review criteria and automate decision logic without building rules from scratch.”

Administer Health Cloud – Utilization Management and Expression Sets

Integration Procedures, FlexCards, and OmniScript Templates are OmniStudio tools for integration, UI, and guided processes, but Expression Set Templates are the feature specifically designed for rules automation in Utilization Management.

Step 1: Requirement Analysis

After deploying a care plan template (including problems, goals, and tasks) via Data Loader to the final environment, users must be able to use the new template for creating care plans in production.

Step 2: Salesforce Health Cloud Documentation Guidance

According to the official Health Cloud administration guide, two key post-deployment steps are required:

1. Confirm User Access to Care Plan Objects

Users must have the correct permissions to view, create, and use care plan templates and related records. This involves assigning the appropriate permission sets or profiles to allow access to the Care Plan, Care Plan Template, and related objects.

Extract:

“Ensure users have the necessary permissions to access care plan templates and related objects so they can view and apply templates to patients’ care plans.”

Administer Health Cloud – Care Plans and Permissions

2. Activate the New Care Plan Template

Templates (and their related records) must be activated after being deployed to make them available for use by end users. Care plan templates in Salesforce Health Cloud have an “Active” status that must be set to “True” or “Activated” before users can select them when creating new care plans.

Extract:

“After importing care plan templates and related data, administrators must activate the template to make it available to care coordinators and clinicians.”

Administer Health Cloud – Deploying and Activating Care Plan Templates

Other Options:

B. Activate the problems, goals, and tasks associated with the template:Not required as a separate step. When you activate the care plan template, its associated problems, goals, and tasks become available.

D. Conduct end-user training:While important, it is not a required technical step for enabling the template after deployment.

Verified Answers:

A. Confirm User access to Care Plan objects.

C. Activate the new care plan template.

Step-by-Step Explanation:

Supported Data Exchange Standards:Health Cloud natively supports modern clinical data standards such as FHIR R4 and traditional messaging formats like HL7 v2 for interoperability and data exchange.

Exact Extract:

“Health Cloud supports industry standards for data exchange, including FHIR R4 and HL7 v2, to enable clinical interoperability with EHR systems and other healthcare platforms.”

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 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.

The requirement is:

Encryption at rest → Handled by Salesforce Shield Platform Encryption.

Notification of activities (user monitoring, data access) → Provided by Event Monitoring in Salesforce Shield.

Extensive field tracking → Achieved with Field Audit Trail, also part of Salesforce Shield.

That’s why the correct answer is the Salesforce Shield bundle, which directly addresses all three compliance needs.

Why not the others?

A. Role Hierarchy, Password Policies, IP Restrictions → These are basic Salesforce security features, but they don’t provide encryption at rest or activity monitoring.

B. Field Audit Trail + Encryption + 2FA → Close, but Field Audit Trail and Encryption require Shield anyway, and 2FA is important but doesn’t meet the monitoring requirement.

D. Security Health Check + DLP policies → Useful for improving org security posture, but Salesforce does not have native DLP policies like in other security platforms. This doesn’t satisfy the encryption + monitoring requirement.

Salesforce Health Cloud / Security Reference:

???? Salesforce Shield Overview:

“Use Shield Platform Encryption for encryption at rest.”

“Use Event Monitoring to monitor and track user activity across apps.”

“Use Field Audit Trail to retain field value changes for compliance requirements.”

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.