---
sourceDocument: Brazil Healthcare and Life Sciences
sourceDocumentLink: https://www.servicenow.com/docs/r/healthcare-life-sciences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Configure

# Configuring Care Team Operations for Healthcare IT {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The following setup steps need to occur before using Care Team Operations for Healthcare IT.

## Configuration overview {#configuring-cto-it__cf-config-parent-checklist}

1. [Install Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/fxAfHBDdPTD3YxbzpdP_OQ "Install the Care Team Operations for Healthcare IT application [sn_cto_hcit] if you have the admin role.")

   You can install the Care Team Operations for Healthcare IT application (sn_cto_hcit) if you have the admin role.
2. [Assign roles to Care Team Operations for Healthcare IT users](https://www.servicenow.com/docs/iR_pYgH136hrN91PoKxU8w "Ensure that the correct roles are assigned to users of Care Team Operations for Healthcare IT.")

   Ensure that the correct roles are assigned to users of Care Team Operations for Healthcare IT.
3. [Create healthcare organizations for your healthcare IT support teams](https://www.servicenow.com/docs/nrP4AWo4I~0g~r3PYEp47Q "Create healthcare organizations to represent your fulfilling organizations for Healthcare IT cases.")

   Create healthcare organizations to represent your fulfilling organizations for Healthcare IT cases.
4. [Add members to your Healthcare IT support organization](https://www.servicenow.com/docs/aMvShF4OtIc3Dx5UG_UuFw "Add members to your Healthcare IT support organization to provide visibility and access to Healthcare IT cases.")

   Add members to your Healthcare IT support organization to provide visibility and access to Healthcare IT cases.
5. [Create a group for all location support agents in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/MIpgd~XsY6zNO~bdnCyFJQ "Create a group for location support agents with the sn_cto_hcit.loc_support_agent role assigned so that users added to this group inherits the collection of roles for Care Team Operations for Healthcare IT.")

   Create a group for location support agents with the sn_cto_hcit.loc_support_agent assigned so that users added to this group inherits the collection of roles for Care Team
   Operations for Healthcare IT.
6. [Create a group for all location managers in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/oZ1P~UPHMbJf4diz_BAyAw "Create a group for location managers with the sn_customerservice.svc_location_manager assigned so that users added to this group will inherit the collection of roles for Care Team Operations for Healthcare IT.")

   Create a group for location managers with the sn_customerservice.svc_location_manager assigned so that users added to this group will inherit the collection of roles for Care Team
   Operations for Healthcare IT.
7. [Set up assignment groups for Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/WBOzrp0Ipi67iWcq3vWmlw "Associate assignment groups with your healthcare organizations to ensure cases are assigned to the correct healthcare organizations.")

   Associate assignment groups with your healthcare organizations to ensure cases are assigned to the correct healthcare organizations.
8. [Modify state decision tables in Care Team Operations for Healthcare IT](https://www.servicenow.com/docs/T5f7FEbiHtQpNnnwoZed7w "Use Decision Builder to change the state mappings for cases and incidents in Care Team Operations for Healthcare IT.")

   Use Decision Builder to change the state mappings for cases and incidents in Care Team Operations for Healthcare IT.

{#configuring-cto-it__cf-config-parent-tasks-ol}  
Note:  
This application includes a knowledge base article that defines which details the ServiceNow Otto case intake AI agent asks for when it creates a case. To change the intake questions, see [Manage domain intelligence for AI agents](https://www.servicenow.com/docs/965~yp538iLjy6y2H_k5hg "When you install ServiceNow Otto for Care Team Operations, a knowledge base article is added that lets agents in the Request care team assistance agentic workflow create different Care Team Operations cases.").