Configuring ServiceNow Otto for Care Team Operations

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • You must first configure the ServiceNow Otto for Care Team Operations application so that care teams can use the agentic AI capabilities in Care Team Mobile or Care Team Portal.

    Configuration overview

    1. Install ServiceNow Otto for Care Team Operations
    2. Activate ServiceNow Otto for Virtual Agent for case intake
    3. Activate AI Assistant for Care Team Portal
    4. Enable the Request care team assistance agentic workflow to create care team cases
    5. Enable ServiceNow Otto for AI Search for case intake
    6. Enable the ServiceNow Otto icon in Care Team Mobile
    7. Promote ServiceNow Otto for Virtual Agent for Care Team Portal
    8. Activate the Care Team Operations Case Creation AI voice agent
    9. Configure Care Team Operations Case Creation AI voice agent triggers
    10. Manage domain intelligence for AI agents