The Salesforce playbook for health and life sciences.
Healthcare and life sciences run on data, and the regulatory bar for handling that data is high. The organizations winning have built HIPAA-aware Salesforce implementations, deployed AI agents that respect PHI boundaries, and built care coordination platforms that actually work for patients and providers.
- 14 chapters
- 5 Salesforce products in depth
- 14-point readiness checklist
- 10,247 words
What's inside.
Written by our Salesforce consultants for health and life sciences. Read it start to finish or go straight to the chapter you need.
Salesforce in health and life sciences: where it pays off
6 patterns that work, and the stack we typically deploy.
The challenges Salesforce has to solve
The 6 problems a design has to solve, plus 4 methods we use on them.
Which Salesforce products fit, and how
Salesforce Service Cloud, Salesforce Marketing Cloud, Salesforce Experience Cloud, Salesforce Agentforce, Salesforce Field Service: use cases, data model and buyer questions for each.
How to implement it
Who needs to be in the room, what the first release includes, and the questions to settle before kickoff.
Moving from your current system
What moves from your current system, how to plan it, and the decisions to make early.
The systems to connect
10 systems to connect and what flows between them.
Regulation and compliance
5 rules and obligations the design has to account for.
Readiness checklist
14 decisions to make before you sign a statement of work.
What to measure
6 metrics to baseline before the build, with a worksheet.
After go-live: support and health checks
What ongoing support covers and when to run a health check.
If a project has stalled
How stalled projects get back on track, and how to get more from the org you have.
Results from our projects
2 results from Abstrakt Solutions projects.
Where the industry is concentrated, and local guides
Where the industry is the largest share of the local economy, and local guides for 89 metros.
Next steps
Free assessments and how to reach a consultant.
From the readiness checklist.
Three of the 14 decisions the playbook asks you to make before you sign a statement of work. The full checklist, with the rest of the playbook, is in the PDF.
Get the full playbook →- Minimize protected informationHIPAA favors the minimum necessary. Store identifiers and engagement data, not full clinical histories, unless a specific workflow requires more. A lean data footprint simplifies security reviews, makes business associate obligations clearer and limits the damage if a permission is ever misconfigured.
- Separate medical and commercialLife sciences companies generally keep scientific exchange apart from promotional activity. Use distinct record types, permission sets and reports so medical science liaison notes are not visible to sales teams. Confirm the rules with compliance before build, since they vary by company and by product lifecycle stage.
- Capture consent explicitlyOutreach by text, email and phone each carries consent obligations. Record consent with its source, date and scope, and make automation check it before sending. A consent model designed at the start prevents risky workarounds when marketing teams later want to add new communication channels.
The Salesforce products it covers.
Each product chapter covers use cases, how the data is modeled and the questions buyers ask. Shorter versions are on our site.
- Salesforce Service Cloud for Health and Life SciencesService Cloud gives health organizations a controlled way to handle the inquiries that arrive every day from patients, members, caregivers and clinicians.
- Salesforce Marketing Cloud for Health and Life SciencesMarketing Cloud helps health systems, clinics, health plans and life sciences companies send relevant email, SMS and mobile messages to patients, members, caregivers and clinicians.
- Salesforce Experience Cloud for Health and Life SciencesExperience Cloud gives healthcare and life sciences organizations secure sites for the people who sit outside their walls: patients enrolled in support programs, referring physicians, healthcare professionals requesting information and research sites running studies.
- Salesforce Agentforce for Health and Life SciencesAgentforce lets health and life sciences organizations deploy AI agents that act on Salesforce data and processes, not just answer chat questions.
- Salesforce Field Service for Health and Life SciencesField Service helps medical device manufacturers, diagnostics companies, independent service organizations and home medical equipment suppliers manage technicians who install, maintain and repair equipment at hospitals, labs, clinics and patient homes.
Who wrote it.
Abstrakt Solutions is a Salesforce Select partner based in St. Louis, with 108 Salesforce certifications, 7 Salesforce accreditations and a 4.95 out of 5 rating from 92 reviews on Salesforce AgentExchange (formerly AppExchange).
The playbook draws on the guidance we publish for health and life sciences and on 2 of our own projects.
