With Data 360 tools, agents can now fetch prior authorization records directly from external systems via zero-copy integration. Then, agents can use the records to provide payer contact center reps quick access to high-level summaries and specific prior authorization details, such as status or denial reasons.
Where: This change applies to Lightning Experience in Enterprise and Unlimited editions with the Health Cloud, Agentforce for Health Cloud, and Data Cloud add-on licenses. To access the agent actions, users also need the Agentforce for Health Cloud add-on.
When: This feature is available starting June 5, 2026.
Who: This feature is available to users with the Contact Center for Health Cloud permission set, the Contact Center Agent for Health Cloud permission set, and the Use Contact Center AI Assistive Agent user permission.
How: On the Contact Center Settings page in Setup, turn on Contact Center for Health Cloud. Then, follow the guided setup steps in the Configure Agentforce for Prior Authorization section on the Agentforce for Payer Contact Center tab.