Salesforce Experience Cloud makes behavioral health more accessible.

Behavioral health companies aim to deliver barrier-free mental health services. However, technology sometimes poses challenges that create stress, an emotion that is the antithesis of mental health providers. With limited scheduling options, often confined to phone calls, patients face obstacles in accessing care.

Salesforce Experience Cloud offers a wider digital front door that broadens access to care.


Limited access to care caused by outdated scheduling, patient self-service, or payment options


A patient-facing portal powered by Salesforce Experience Cloud


Wider access to care, more patient engagement, less manual processes, lower administrative cost

Solving the Use Case


With the right configuration, Salesforce Experience Cloud and Marketing Cloud can be configured to give mental health patients a powerful portal to schedule appointments, manage care, securely interact with their psychologist, and more.

Solving this use case begins with defining internal and external users by setting personas, permissions, and roles in Experience Cloud. These roles are created to fulfill the needs of care delivery and patients. These include:

Roles and permissions will vary by type of clinic and the services they offer.

Security Configuration

Because the portal contains PHI, we configure a variety of platform, application, network, and infrastructure controls for security and compliance.

Salesforce Shield provides platform encryption, event monitoring, and field audit trails

Application Services
Single Sign On, Two-factor authentication, user roles and permissions, and field security

Network Services
Encryption, threat detection, firewalls, and IP restrictions

Infrastructure Services
Backup, disaster recovery, third-party certifications, and audits

Behavioral Health Data Model

Behavioral health clinics have unique challenges when recruiting patients or delivering care. As a result, the object model will vary for each model. For the most basic implementation of a mental health portal, we create a data structure to represent the relationships between patients, care plans, appointments, and care teams.

The simplest object model looks like this:

By creating object relationships, we create a robust self-service functions in the patient facing portal. Features of the portal include:

These portal features allow full mental health care management, leading to increased patient satisfaction and better mental health outcomes.

Higher Patient Satisfaction

Improved Health Outcomes

Wider Access to Care

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