Salesforce Health Cloud: Patient 360 & CRM Roots

Company Overview

This provider is a leading healthcare IT solutions partner that extends their global CRM expertise to the healthcare, payer, and life sciences sectors. Founded in 1999 and based in San Francisco, they focus on bringing together clinical and nonclinical data to help organizations improve patient engagement and streamline care coordination. Their services are designed to meet the needs of providers, payers, and researchers across diverse regions and practice sizes.

Their growth has been fueled by a series of acquisitions that expanded their capabilities in data management, automation, and AI. Recent moves include the acquisitions of Informatica and Waii, which enhance their strengths in data integration and process automation. Within Health Cloud, they aim to provide unified patient profiles, intelligent task automation, and AI-driven insights that support proactive care and personalized patient journeys, while also reducing administrative burdens for care teams.

They maintain a strong reputation within the industry, regularly earning recognition from analyst firms such as Gartner and IDC, as well as appearing on lists of top workplaces and ethical companies. While not accredited by the Better Business Bureau, they currently hold an A- rating. Overall, this company is well regarded as a trusted leader in enterprise solutions, with Health Cloud reinforcing their role in advancing digital healthcare transformation.

Features & Services

Care delivery and coordination

• Unified patient view (Patient 360): Consolidates clinical, demographic, social, and interaction data into one consistent patient record
• Care plan management: Enables the design, tracking, and updating of treatment plans with clear goals and milestones
• Care coordination tools: Facilitates team communication, secure messaging, and task tracking across care providers
• Health timeline: Presents a chronological visualization of medical events like encounters, labs, and medications
• Appointment scheduling and referral management: Manages visits, referrals, and waitlists, and helps reduce no-show rates
• Home health scheduling: Automates planning for in-home care visits, including authorizations and patient preference handling

Patient engagement and experience

• Omnichannel communication: Enables outreach via email, text, call, or patient portals
• Patient segmentation tools: Groups cohorts by condition, demographics, or risk for targeted care
• Marketing cloud integration: Taps into marketing workflows for preventive outreach and loyalty-building campaigns
• Care summaries and generative AI messaging: Auto-generates clinician notes or patient communications to streamline documentation

AI and data insights

• Einstein AI insights: Offers predictive analytics, risk scores, and care recommendations that guide proactive care strategies
• Agentforce for health: Deploys AI-powered virtual agents for tasks like appointment booking, history summarization, disease surveillance, and referral support
• Data cloud (including Genie): Aggregates both clinical and nonclinical data, such as social determinants, into real-time unified patient profiles
• Tableau accelerators: Provides ready-to-use dashboards for insights on referral trends, no-shows, population risks, and more

Integration and interoperability

• MuleSoft connectors (FHIR-aligned): Supports smooth data exchange with EHR systems like Epic and Cerner using healthcare data standards
• Custom healthcare data model: Uses built-in objects like CarePlan, Encounter, and CareTeam with full customization capabilities
• AppExchange ecosystem: Extends functionality through partner apps tailored to specialized use cases

Compliance and security

• Adherence to standards: Meets HIPAA, GDPR, HL7 FHIR, HITRUST, and FedRAMP requirements
• Role-based access control: Ensures sensitive data is accessed only by authorized users
• Audit trails and encryption: Keeps logs of user activity and safeguards data through encryption
• Shield or government cloud offerings: Provide options for elevated data protection when needed

Broader capabilities (payer and public health focused)

• Provider network and relationship management: Streamlines provider recruitment, credentialing, contracting, and roster upkeep
• Utilization management: Automates prior authorizations, appeals, and utilization reviews with decision support
• Patient and member services: Ideal for payers: powers contact center workflows, caller validation, member mapping, and interaction tracking
• Care orchestration: Helps manage enrollment, eligibility, care paths, and social determinants

Additional tools and emerging enhancements

• Crisis support / behavioral health: Supports operations in urgent care or behavioral health centers with empathetic access and workflows
• Disease surveillance: Built with Agentforce, helps public health teams identify and respond proactively to outbreaks
• Telehealth capabilities: Integrates with virtual care channels to support remote consultations and accessibility
• Mobile accessibility: Enables clinicians and patients to access tools and data on-the-go

Plans & Prices

They publish several clearly defined Health Cloud tiers, all billed annually per user:

• Enterprise edition: priced at around $350 per user per month (when billed annually) and includes essentials like clinical and insurance data models, integrated care management, and OmniStudio/FlexCards
• Unlimited edition: approximately $525 per user per month, building on Enterprise by offering expanded storage, automation, predictive and generative AI, a premier success plan, and access to a full sandbox environment 
• Agentforce‑enhanced editions: both for service and for sales—are available at roughly $750 per user per month, and include everything from Unlimited plus features like Agentforce integration, Flex Credits, Data Cloud, Slack, analytics, and functionality tailored to either service or sales use cases 

Additional modules include:

• Unified Health Scoring (powered by Data Cloud): priced at $10,000 per organization per month, covering up to 400 users
• Analytics for Health and Life Sciences: priced at $165 per user per month as an add-on 

These rates are transparent on their site for annual billing; monthly pricing options are not publicly listed, and the cost appears modular, based on the tier selected plus any add‑on modules.

Free and upsell components

There is no free version of Health Cloud, although a “Foundations” SKU is shown at no cost, which usually functions as a baseline for other services rather than a full product offering. Instead, the provider emphasizes add-ons and upsells, such as Unified Health Scoring and Analytics for Health and Life Sciences, which can substantially increase the overall cost. These enhancements are intended to provide deeper insights, stronger data governance, and specialized industry support, making them appealing for large organizations but potentially costly for smaller practices.

Payment options and caveats

Based on available research, standard payment methods include credit cards, ACH transfers, and enterprise-level billing agreements. While this company supports options like PayPal, Apple Pay, and other digital wallets in their commerce platforms, those methods are not typically used for Health Cloud licensing. There is no evidence that cryptocurrency is accepted. The structure is designed around annual contracts, and customers often negotiate terms or bundle services, which can lead to significant discounts depending on the scope of the agreement.

Hidden fees and fine print

Although list prices are publicly displayed, they only reflect annual billing and do not account for additional costs such as implementation, integration, training, or advanced support. Research indicates that large organizations sometimes secure discounts ranging from 10 to 30 percent, but these require direct negotiation. Cancellation terms, early termination penalties, or refund policies are not transparently detailed, which makes it essential for potential clients to confirm all terms in writing before signing a contract.

Advantages

• Unified patient view: Centralizes clinical, demographic, and social data into a single record, helping care teams access the full picture of a patient’s health. This reduces information gaps and enables more personalized and coordinated care
• Deep CRM foundation: Built on a proven CRM platform that powers customer engagement across industries. Customers receive tools rooted in relationship management, giving them an edge in delivering patient-centered care
• Industry-specific modules: Designed not only for providers but also for payers, life sciences, and public health organizations. Customers avoid generic tools and instead use modules aligned to their specific industry needs
• Omnichannel engagement: Enables patient communication through email, SMS, portals, and call centers. Customers gain the ability to engage patients through their preferred channels, improving accessibility and satisfaction
• Broad ecosystem of partners: The AppExchange marketplace and partner network offer a wide range of third-party integrations. Customers can expand the system with specialized applications that fit unique clinical or administrative needs
• Continuous innovation cycle: Regular product updates introduce new AI capabilities, integrations, and enhancements. Customers receive ongoing improvements without needing disruptive system replacements
• AI-driven insights and analytics: Predictive scoring and intelligent recommendations support proactive care and resource planning. This allows providers to act earlier, improve outcomes, and save staff time
• Integration with Salesforce ecosystem: Connects with other Salesforce products such as Marketing Cloud, Service Cloud, and Data Cloud. Customers gain a cohesive environment that reduces complexity and strengthens patient engagement
• Flexible and customizable platform: Offers adaptable workflows, templates, and integrations that can be tailored to each organization. Customers benefit by shaping the system around their processes instead of conforming to rigid software
• Robust training and community resources: Provides Trailhead modules, webinars, and peer collaboration through the Trailblazer Community. Customers benefit from continuous learning and support that extends well beyond implementation

Disadvantages

• High cost of ownership: Advanced editions and add-ons make the platform significantly more expensive than many competitors. This can put it out of reach for smaller practices and requires larger organizations to justify the return on investment
• Complex and lengthy implementation: Rolling out the system often demands technical expertise, third-party consultants, and long setup periods. Customers may face delays in adoption and higher upfront costs
• Customization demands technical skills: While flexibility is a strength, many configurations require specialized developers or certified staff. Smaller organizations without robust IT support may struggle to fully leverage the platform
• Support responsiveness varies: Customers report that standard support can be inconsistent, with faster and more effective service often tied to premium support tiers. This creates additional cost pressure for organizations needing timely assistance

Customer Experience

Health Cloud receives generally favorable ratings across review platforms, with most users expressing satisfaction with their capabilities. On Software Advice, the product holds an overall score of 4.6 out of 5 from seven reviews, with high marks for ease of use and functionality. Capterra reports the same overall rating of 4.6 out of 5. Feedback on G2 shows slightly more mixed opinions, with a score of 3.8 out of 5 across 35 reviews.

Positive feedback

Customers often highlight the platform’s ability to centralize patient data and streamline workflows. Many reviewers note that their flexibility allows it to adapt to different organizational needs, making it suitable for both small practices and large enterprises. Users also appreciate how easily it integrates with other Salesforce solutions and third-party applications, which helps create a more connected healthcare ecosystem. The intuitive interface and customizable design are frequently recognized as strengths, as is the ability to scale the solution as an organization grows.

Critical feedback

While the overall sentiment is positive, some concerns appear consistently across reviews. The most common complaint relates to cost, with several users indicating that the pricing can be challenging for smaller organizations or practices. Others mention that the implementation process requires significant time and technical expertise, which can slow adoption. A number of customers have also raised concerns about support responsiveness, particularly when dealing with custom configurations or more complex system issues.

How the company responds to feedback

Although public replies to individual reviews are not always visible, the provider appears to address concerns by updating their documentation, releasing learning modules through Trailhead, and enhancing support options for higher service tiers. Customers who subscribe to premium support plans often report a more proactive experience, suggesting that the company prioritizes responsiveness for organizations with greater needs or larger deployments.

Customer Support

This provider offers a wide range of support options to ensure that Health Cloud customers can access assistance when needed. Users can reach the team directly through phone support at +1 866-799-7427 or by using the live chat and requesting a call feature available through the Salesforce Help Portal. Within the application, users also have access to Ask Agentforce, an AI-powered assistant that provides contextual guidance, links to relevant documentation, and the ability to escalate cases to human agents when needed. These options, combined with a comprehensive Help Center, ensure that customers have multiple ways to resolve issues quickly and effectively.

In addition to direct support, the company provides a variety of training and learning resources to help customers understand and maximize Health Cloud’s capabilities. Their Trailhead learning platform offers free, interactive modules covering topics like Health Cloud fundamentals, workflow automation, and AI-driven features. For those seeking deeper expertise, there are structured training and certification programs available, which can be taken in self-paced or instructor-led formats. Customers can also connect with peers and experts through the Trailblazer Community, where users share best practices and troubleshooting advice. To further support adoption, Salesforce regularly publishes webinars and product demos that showcase new features and provide step-by-step guidance

Conclusion

Salesforce Health Cloud stands out in the medical software space for their ability to unify patient data, streamline care coordination, and deliver AI-driven insights that help providers work proactively. Its flexibility and scalability make it suitable for a wide range of organizations, from small clinics looking to improve workflows to large networks seeking an enterprise-level platform. Features like a comprehensive patient view, omnichannel communication, and deep CRM capabilities ensure that different types of practices can adapt the system to fit their needs while enhancing both efficiency and patient engagement.

The platform’s most significant advantages include their robust integration with the broader Salesforce ecosystem, its ability to deliver industry-specific modules, and the continuous innovation cycle that keeps it aligned with evolving healthcare demands. Users often benefit from advanced analytics, strong customization options, and a global partner network that expands their capabilities. These strengths allow practices to improve patient satisfaction, reduce administrative burden, and achieve greater consistency in their care delivery. On the other hand, customer feedback highlights notable drawbacks such as high costs, complex implementations, and variable support responsiveness, which organizations must weigh carefully before making an investment.

For providers exploring whether this solution fits their unique needs, it is advisable to review how its features and advantages compare to other platforms. You can read more detailed reviews on our medical software review page, use our comparison tool to evaluate Health Cloud against alternatives, and explore our medical software blog for additional context and guidance. Selecting the right platform ultimately comes down to balancing functionality, scalability, and cost in a way that best supports your practice’s goals.