ServiceNow Otto for Care Team Operations release notes

ServiceNow Otto for Care Team Operations 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.

See Now Assist for Care Team Operations for more information.

Important:

Now Assist for Healthcare Operations is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

ServiceNow Otto for Care Team Operations 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. It validates the request using the Care team operations case Intake and Care team operations case Creation AI agents. This feature is available in Care Team Portal and Care Team Mobile.

Australia Patch 1

ServiceNow product tiers

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.

Australia Patch 5

Starting with Australia Patch 5, Now Assist for Care Team Operations is now ServiceNow Otto® for Care Team Operations. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

Activation information

Install ServiceNow Otto for Care Team Operations 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.

Plugin information

New plugins

The following plugins are new in Australia:

Now Assist for Care Team Operations (com.sn_cto_now_assist): Enables care teams to use the conversational abilities of Now Assist in Virtual Agent to create support requests.

Related ServiceNow applications and features

Healthcare Operations Core: ServiceNow® Healthcare Operations Core provides the foundation for Care Team Operations. It enables hospitals to streamline and automate their operations by integrating with supporting service departments.
Care Team Mobile: ServiceNow® Care Team Mobile provides a mobile experience for hospital care teams to report issues to support departments.
Care Team Operations for Biomed: ServiceNow® Care Team Operations for Biomed contains the case types to report and fulfill healthcare biomed issues. It uses the Healthcare Operations Core data model from the Healthcare Operations Core application. When this plugin is installed, you can create support requests of this case type when leveraging Now Assist for Healthcare Operations.
Care Team Operations for Environmental Services: ServiceNow® Care Team Operations for Environmental Services contains the case types to report and fulfill environmental issues in healthcare spaces. It uses the Healthcare Operations Core data model from the Healthcare Operations Core application. When this plugin is installed, you can create support requests of this case type when leveraging Now Assist for Healthcare Operations.
Care Team Operations for Facilities: ServiceNow® Care Team Operations for Facilities contains the case types to report and fulfill facilities issues in healthcare spaces. It uses the Healthcare Operations Core data model from the Healthcare Operations Core application. When this plugin is installed, you can create support requests of this case type when leveraging Now Assist for Healthcare Operations.
Care Team Operations for Healthcare IT: ServiceNow® Care Team Operations for Healthcare IT contains the case types to report and fulfill healthcare IT issues. It uses the Healthcare Operations Core data model from the Healthcare Operations Core application. When this plugin is installed, you can create support requests of this case type when leveraging Now Assist for Healthcare Operations.
Care Team Work Management: ServiceNow® Care Team Work Management streamlines task creation, assignment, and tracking with audit-ready documentation. It reduces administrative burdens so care teams can focus on patient care while maintaining regulatory compliance.