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Salesforce AP-211 Exam - Topic 2 Question 15 Discussion
Topic #: 2
Bloomington Caregivers is looking to streamline the user experience for its call center agents. On the patient's record, the company wants the ability to:
Inform agents about changes in information
View basic details about a patient's insurance
Have a complete view of all engagement interactions in one place
Which three components from Contact Center for Health Cloud should a consultant use to achieve this?
Comprehensive Detailed Step by Step Explanation with exact Extracts from Salesforce Health Cloud documents that you have with Reference
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.
Contact Center for Health Cloud Overview
Health Cloud: Enhanced Timeline
OmniStudio: FlexCards
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