Salesforce Care Response is a contact center built on Health Cloud that helps healthcare systems manage emergency call surges. Agents capture calls and run guided assessments that auto-create cases and flag high-priority patients for clinical staff, who review them in a queue and timeline. The system sends automated follow-up surveys when cases close.
In this demo, we're going to walk through the Salesforce Care Response solution that's available to any healthcare system responding to an emergency health crisis and increasing call volume. The Health Cloud powered contact center solution was built so that it can be set up very quickly to help you equip all staff with process, manage the influx of calls you're receiving and triage each patient diligently. When a call center representative logs into the homepage, they can see all recent patients they've interacted with and all open cases. When taking an inbound call, they can easily capture initial patient information. Once completed, they'll land on the account profile for their patient. In the top right, an agent can launch an assessment that guides them through a series of questions. To quickly triage each patient, a case will automatically be created. If they answer yes to all of the questions, the case will be flagged as a person of interest and will be routed over to a clinical team. Otherwise, the case will still be created to document the interaction and then automatically closed. By clicking on the Cases tab we can see the custom fields that captured all the responses to the questions and at the top they'll have a nice visual to track the progress of this case. On the Timeline tab you can see.
The history of the case and the corresponding tasks created. A separate profile is available for your clinical users. On this new homepage they can see their active cue and after refreshing the new case that was just created appears with a similar case layout. Patient information captured in the assessment is visible for quick review by the clinical team. When a case is eventually closed, an email is automatically sent to the patient with a follow up survey to capture.
Customer satisfaction and feedback.
A community is also included that enables providers to post discussions and proactively distribute trusted information from a customized self service resource center to help inform patients and offset the heavy call volume into your contact center. With my Trailhead you can quickly distribute the latest safety and testing protocols to your staff and ensure certification through an on demand learning experience platform. The primary goal of this demo is to show what is included in the health Care Responsys solution. Everything from the assessment questions to the email template and survey can of course be updated to reflect your organization's business process and branding. To learn more, go to the Care Response Solution blog.
