Care Team Operations for Facilities release notes
Summarize
Summary of Care Team Operations for Facilities release notes
The Care Team Operations for Facilities application in ServiceNow supports reporting and fulfilling facilities-related issues within Healthcare Operations. The Australia release introduced significant enhancements, including conversational AI capabilities, security improvements, and expanded administrative controls to optimize case management for healthcare facility teams.
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Key Features
- Conversational AI Support: Now Assist in Virtual Agent enables care teams to create support requests conversationally via the Care Team Portal or Care Team Mobile. This improves request accuracy through clarifying questions and validation using AI case intake agents.
- Case Creation AI Voice Agent: Care team members can create cases conversationally over the phone using the AI voice agent, streamlining case creation when the appropriate Care Team Operations plugin is installed.
- Security Enhancements: The release strengthens instance security by introducing granular read-only field controls on the ServiceNow AI Platform. New options such as “strictreadonly” and “clientscriptmodifiable” provide enhanced protection while maintaining backward compatibility.
- Expanded Role Capabilities: Feature administrators can now complete tasks previously limited to broader administrators, enabling more efficient task management within facilities operations.
- AI Licensing Tiers: Australia Patch 1 introduces three AI licensing tiers—Foundation, Advanced, and Prime—each offering varying levels of AI features, generative skills, agentic workflows, and autonomous capabilities to match organizational needs.
Activation and Upgrade Considerations
Care Team Operations for Facilities is available for installation through the ServiceNow Store. Upgrading to the Australia release requires attention to the new read-only field security settings to ensure compatibility and security compliance. Customers with the feature administrator role gain enhanced task completion permissions.
Related Applications
- Healthcare Operations Core: Provides the foundational integration for Care Team Operations, enabling streamlined hospital operations and service department coordination.
- Care Team Mobile: Offers a mobile interface for hospital care teams to report issues efficiently to support departments.
The ServiceNow® Care Team Operations for Facilities application contains the case types to report and fulfill facilities issues as a part of Healthcare Operations. Care Team Operations for Facilities was enhanced and updated in the Australia release.
Care Team Operations for Facilities highlights for the Australia release
- Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments.
- Leverage the Care Team Operations Case Creation AI voice agent enables to create cases conversationally over the phone.
- Care Team Operations for Facilities has received security enhancements in the Australia release.
See Care Team Operations for Facilities for more information.
Important information for upgrading Care Team Operations for Facilities to Australia
The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform®. These changes include a new “read_only_option” field with granular control levels, including “strict_read_only” and “client_script_modifiable". The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen your instance security while preserving the flexibility you need. Refer to KB2718122 for additional technical details on how to identify affected fields and adjust their settings. For more information about granular read-only security options, see Configuring read-only security options.If you have the feature administrator role you can now complete tasks that were initially reserved for users with the broader administrator role.
Care Team Operations for Facilities features
- Create support requests using Now Assist in Virtual Agent
- Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions and validates the request using the Care team operations case Intake and Care team operations case Creation AI agents and is available in Care Team Portal and Care Team Mobile.
- Care Team Operations Case Creation AI voice agent
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The Care Team Operations Case Creation AI voice agent enables care team members to create cases conversationally over the phone.
Note:For the Care Team Operations Case Creation AI voice agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.
- Australia Patch 1
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
Activation information
Install Care Team Operations for Facilities by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.