A Governance Framework for Salesforce Platform Management in Regulated Healthcare Environments

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@article{1717561,
      author = {Olaniyi Badmus, Adetomiwa A. Dosunmu, David Excel Ozowara},
      title = {A Governance Framework for Salesforce Platform Management in Regulated Healthcare Environments},
      journal = {Iconic Research And Engineering Journals},
      year = {2019},
      volume = {3},
      number = {6},
      pages = {584-598},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1717561.pdf},
      abstract = {Healthcare organizations increasingly rely on enterprise CRM platforms to coordinate patient engagement, manage referral networks, and integrate clinical and administrative data across complex institutional ecosystems. Salesforce, with its Health Cloud product line and extensive app exchange ecosystem, has emerged as a leading platform in this space. However, the deployment of Salesforce in regulated healthcare contexts introduces a distinctive set of governance challenges that existing platform management literature does not adequately address. Healthcare-specific regulatory requirements, including compliance with data privacy statutes, minimum necessary access standards, and audit trail obligations, impose constraints on platform configuration, user management, and integration design that significantly complicate standard Salesforce governance practice. This paper proposes a governance framework for Salesforce platform management specifically designed for regulated healthcare environments. The framework is organized around five governance pillars: data architecture governance, identity and access management, integration governance, change management and release control, and compliance monitoring and audit. For each pillar, the paper articulates design principles, implementation guidance, and governance controls grounded in the intersection of Salesforce platform capabilities and healthcare regulatory requirements. The framework draws on evidence from enterprise CRM research, healthcare IT governance literature, and Salesforce Health Cloud implementation practice. The proposed framework provides healthcare IT leaders, Salesforce architects, and compliance officers with a structured reference model for establishing and maintaining platform governance that satisfies both operational and regulatory requirements.},
      keywords = {Salesforce Health Cloud, Healthcare CRM Governance, Platform Management, Healthcare IT Compliance, Data Governance, Identity and Access Management, Regulatory Compliance},
      month = {December},
  }