Agentforce
SalesforceSalesforce’s platform for building and deploying AI agents that use your Salesforce data and approved actions to complete tasks within guardrails you define.
Glossary
Healthcare CRM and Salesforce glossary
Plain-language definitions of the Salesforce, healthcare and compliance terms we use every day.
API
Standards & complianceApplication Programming Interface: a defined way for two software systems to exchange data, used to connect Salesforce with apps, EHRs and ERPs.
Business Associate Agreement (BAA)
Standards & complianceA US contract required under HIPAA in which a vendor that handles protected health information agrees to safeguard it.
Care plan
Healthcare operationsA structured plan of goals, tasks and interventions for a patient, which care teams follow and update over time.
Care program
Healthcare operationsAn organised program, such as diabetes management, that enrolls patients or members and tracks their participation and outcomes.
DPDP Act
Standards & complianceIndia’s Digital Personal Data Protection Act, 2023, which governs how organisations collect, use and protect digital personal data, including consent requirements.
EHR
Healthcare operationsElectronic Health Record: a digital record of a patient’s health information that can be shared across care settings.
EMR
Healthcare operationsElectronic Medical Record: a digital version of a patient’s chart within a single practice or provider.
Experience Cloud
SalesforceSalesforce’s product for building secure portals and sites for patients, members, partners or customers.
FHIR
Standards & complianceFast Healthcare Interoperability Resources: an HL7 standard for exchanging healthcare data using modern web APIs.
Health Cloud
SalesforceSalesforce’s CRM for healthcare and life sciences, adding patient and member records, care teams, care plans and care programs to the Salesforce Platform.
HIMS
Healthcare operationsHospital Information Management System: software that manages a hospital’s clinical, administrative and billing operations.
HIPAA
Standards & complianceThe US Health Insurance Portability and Accountability Act, which sets rules for protecting individuals’ health information.
HL7
Standards & complianceHealth Level Seven: a family of standards for exchanging clinical and administrative data between healthcare systems.
LIS
Healthcare operationsLaboratory Information System: software that manages lab samples, tests and results.
Lead-to-enrollment
Healthcare operationsThe journey from a first enquiry to a paid, enrolled patient or program member.
MuleSoft
SalesforceSalesforce’s integration platform for connecting systems through reusable, governed APIs.
PDPL
Standards & compliancePersonal Data Protection Law: the name of data protection laws in several Middle East countries, including the UAE and Saudi Arabia.
PHI
Standards & complianceProtected Health Information: individually identifiable health information protected under HIPAA.
Sales Cloud
SalesforceSalesforce’s core CRM for managing leads, contacts, accounts, opportunities, quotes and forecasts.
Sandbox
SalesforceA copy of a Salesforce environment used for development, testing or training without affecting live data.
Secondary sales
Healthcare operationsSales from a distributor or stockist to retailers, as opposed to primary sales from a manufacturer to a distributor.
Service Cloud
SalesforceSalesforce’s customer service platform for managing cases across channels, routing work and providing a knowledge base.
Teleconsultation
Healthcare operationsA remote consultation between a clinician and a patient by video, phone or chat.