Explanation:

A. Use an electronic health record (EHR) routing system…
Misleading. Routing systems are for clinical workflows, referrals, and EHR-level data. They don’t handle external appointment booking integrations directly into Health Cloud.

B. Create a custom FHIR Adapter…
FHIR Adapters are great for clinical data interoperability (e.g., allergies, meds, conditions).
Appointments are typically considered administrative scheduling data, not clinical EHR data. This would be overengineering and not the recommended robust solution.

C. Use a package created by ISV (Independent Software Vendor) ✅
Salesforce recommends leveraging AppExchange ISV solutions when the native Intelligent Appointment Management doesn’t meet requirements.
ISV packages (e.g., scheduling/booking apps) are built specifically for integrating external appointment management systems into Salesforce/Health Cloud.
This is the most scalable and robust approach without heavy customization.

D. Create an Apex class and leverage Intelligent Appointment Management
Intelligent Appointment Management works only within Salesforce scheduling, not with external appointment systems.
Writing Apex to force-fit IAM to an external system isn’t robust and is not the recommended approach.

Reference:
Salesforce Health Cloud Implementation Guide – Integrating Appointment Management
Salesforce Best Practice: “Leverage AppExchange ISV partner solutions when native Health Cloud scheduling isn’t sufficient.”
AppExchange Healthcare ISV ecosystem: Salesforce AppExchange Healthcare Solutions

Explanation:

A is correct because identifying personas involved and their existing pain points can help the consultant understand the current state of the business and the needs and expectations of the users.

B is incorrect because writing Apex code to customize Health Cloud is not a discovery activity, but a development activity that should be done after the requirements and design are finalized.

C is correct because building an architecture diagram depicting Health Cloud integrations can help the consultant understand how Health Cloud fits within the application architecture and what data sources and systems need to be connected.

D is incorrect because creating business process diagrams to understand information flow is not a discovery activity, but a design activity that should be done after the requirements are gathered and validated.

E is correct because identifying key stakeholders and how they measure success can help the consultant understand the vision and goals of the project and the expected outcomes and benefits of Health Cloud.

Explanation:

When implementing Utilization Management in Health Cloud, these two design considerations are key to a successful and efficient setup.

B. Care request functionality is included in the Health Cloud managed package:
This is a fundamental design point. The core objects and functionality for utilization management, such as the CareRequest object, are not something an administrator has to build from scratch. They are part of the standard, out-of-the-box Health Cloud managed package. This means the administrator's role is to configure these existing objects and components, rather than to create them.

D. New Care requests can be created using the 'create care request' component:
Salesforce provides a prebuilt Lightning component specifically for creating CareRequest records. This component can be placed on a page layout (e.g., on a patient's record page) to provide a streamlined, user-friendly interface for agents to initiate new care requests. It automates much of the process and ensures data consistency.

Why the Other Options Are Incorrect
A. Path can not be used to visually represent the status of a care request:
This is incorrect. Salesforce Path is a standard Lightning Experience feature that can be used on any object that has a picklist field, including the CareRequest object. An administrator can and should configure a path to visually guide users through the different stages of the utilization management process, such as "Submitted," "Reviewing," "Approved," or "Denied."

C. Each Care request has to have an associated case:
This is not a required design consideration. While CareRequest objects are often associated with a Case in some implementations to manage service-related tasks, they do not have to be. The CareRequest object is a standalone object specifically designed for utilization management and can function independently of a Case.

E. Care requests has empower components that can be exposed within Communities:
This statement is misleading and not an accurate design consideration for utilization management. Empower components are a set of prebuilt Lightning components primarily for care management and patient-facing portals, not for utilization management workflows. While some CareRequest data can be exposed in a community, the Empower components are not the correct tool for this specific functionality.

Explanation

✅ A. Permission Sets
Permission Sets allow granular control over:
Entire list visibility (via object permissions)
Column/field access (via field-level permissions)
Example: Create a "Nurse" permission set that hides sensitive columns like billing codes

✅ D. Field Level Security
Controls access to specific fields/columns through:
Profiles
Permission sets
Example: Restrict Social Security Number column to only billing staff

Why the other options are incorrect:
❌ B. Sharing settings - These control record access, not list views or columns
❌ C. List View Permissions - Not a native Salesforce feature (list views inherit object/field permissions)

Explanation:

To successfully implement Utilization Management in Health Cloud, the admin must complete both feature activation and user access configuration steps. Here's why the correct answers are essential:
✅ C. Assign the Health Cloud Permission Set License and the Health Cloud Platform Permission Set License to Salesforce Lightning users
Utilization Management is only supported in Lightning Experience, and users must be provisioned with the correct licenses to access features like:
Prior authorization workflows
OmniStudio-based guided processes
Care request record types and layouts
Assigning both the Health Cloud PSL and Health Cloud Platform PSL ensures users can interact with all necessary components.

✅ D. Install the Utilization Management Extensions
This package includes the OmniStudio flows, record types, and support processes required for Utilization Management. Without it, the org won’t have access to:
Concurrent review and appeal workflows
Preauthorization intake forms
Guided decisioning and SLA tracking
Installing this extension is a foundational setup step.

🛑 Why not the others?
A. Health Cloud Care Request Extensions unmanaged package:
This is used for basic care request workflows, not Utilization Management-specific functionality.
B. Assigning licenses to Salesforce Classic users:
Utilization Management is not supported in Classic, so this step is irrelevant.

📚 References:
Salesforce Help: Utilization Management Setup Checklist
Salesforce Trailhead: Set Up Utilization Management
Salesforce Developer Guide: Health Cloud Utilization Management