IMR Soft

Health Cloud

Connected service for members, patients and providers

Now Agentforce Health

Health Cloud brings member, patient and provider information into one service record. We help healthcare service organizations plan how inquiries, cases and guided requests run on it, and where Agentforce can help with control.

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Client problems

Where healthcare service operations struggle

  • Inquiries in many places

    Calls, portals and email land in separate tools.

  • Limited service context

    Service staff cannot see the history of a member's or patient's requests.

  • Provider requests by hand

    Provider and care-team requests rely on email and phone follow-up.

  • Few self-service options

    Routine status and information requests need a call.

Agentforce for healthcare service

Help for service teams, never clinical decisions

Agentforce can answer approved service questions and manage cases. Anything restricted goes to a person.

Approved service answers

Answers drawn only from approved Knowledge, with a clear “not available” when no answer exists.

Case actions

Create or update a service case with confirmation, through defined actions.

Handoff to people

Clinical, eligibility, benefit and coverage questions always go to a person, with context.

Agentforce can

    Agentforce does not

      The IMR Resolve showcase includes a healthcare service overlay on synthetic data. See IMR Resolve.

      Industry relevance

      Where Health Cloud applies

      • Health plans

        Member service, inquiries and requests.

      • Provider organizations

        Patient service and provider requests.

      • Healthcare service operations

        Shared service centers handling many request types.

      • Life sciences service

        Patient support and inquiry programs.

        Example scenario

      Client value

      What a connected service record changes

      • Member and patient service

        Inquiries handled as cases, with the member's or patient's service history in view.

        Outcome Consistent answers and clear ownership.

      • Provider service

        Provider and care-team requests routed and tracked instead of handled by email.

        Outcome Fewer follow-up calls and visible status.

      • Guided service journeys

        Step-by-step intake and service requests with OmniStudio or Flow.

        Outcome Accurate intake and fewer back-and-forth contacts.

      • Secure integration

        Connections to the systems that hold member, patient and provider service data, scoped to what each role needs.

        Outcome Context without copying data where it does not belong.

      Capabilities

      Salesforce capabilities involved

      Which of these apply depends on your licensing and service model, confirmed in discovery.

      • Inquiry and case workflows

        • Case Management
        • Omni-Channel
        • Knowledge

      • Service context

        • Health Cloud records
        • Service Console
        • Care-team view

      • Guided journeys

        • OmniStudio where licensed
        • Flow

      • Self-service

        • Experience Cloud
        • Request status

      • Integration

        • Secure APIs
        • Named credentials
        • Event-driven patterns

      • Contact center

        • Voice and IVR
        • Routing and screen pop

      Business use cases & value drivers

      Healthcare service use cases we design for

      • Member inquiry to case

        1. Problem

          Inquiries are answered without a record of what was asked.

        2. Approach

          Inquiries become cases with routing, Knowledge and service history.

        3. Value driver

          Consistent answers, visible follow-up.

      • Provider request routing

        1. Problem

          Provider requests wait in shared inboxes.

        2. Approach

          Request types, queues and service levels in Omni-Channel.

        3. Value driver

          Requests reach the right team first time.

      • Self-service request status

        1. Problem

          Members call to ask where a request stands.

        2. Approach

          An Experience Cloud portal showing status and approved information.

        3. Value driver

          Fewer status calls.

      Boundaries

      What this work does not include

      Healthcare engagements operate within each customer's own privacy, security and compliance controls.

      Never

      • Clinical decisions or clinical AI
      • Care-plan, utilization management or clinical workflow design
      • Eligibility, benefit or coverage decisions by an agent
      • Compliance certification claims

      Delivery services for Health Cloud

      What our four services mean for Health Cloud

      • Advisory & Architecture

        Confirm fit, licensing and the target service model for members, patients and providers.

      • Implementation & Modernization

        Configure case workflows, routing, Knowledge and guided journeys in controlled releases.

      • Integration & Automation

        Secure connections to the systems that hold service data, and Flow automation.

      • Managed Services

        Administration, support and a governed improvement backlog after go-live.

      How we work

      Start with discovery

      A Health Cloud engagement starts with an assessment of your service model, licensing and data before any build.

      1. 01

        Discover

      2. 02

        Assess

      3. 03

        Prioritize

      4. 04

        Prove

      5. 05

        Transform

      6. 06

        Stabilize

      7. 07

        Optimize

      Health Cloud questions

      Salesforce now presents Health Cloud under the Agentforce Health name. We confirm current product names and licensing with you during discovery.

      Next step

      Start with a Health Cloud assessment

      Review your service model, licensing and data, and agree the first journey.

      Request a Health Cloud assessment
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