Care Team Operations for Biomed release notes
Summarize
Summary of Care Team Operations for Biomed Release Notes
The Care Team Operations for Biomed application in ServiceNow facilitates reporting and resolving healthcare biomedical issues through specialized case types. The Australia release introduces significant enhancements, including conversational AI capabilities and security improvements, to streamline support request creation and strengthen platform security.
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Key Features
- Conversational Support Request Creation: Now Assist in Virtual Agent enables care team members to create support requests conversationally via the Care Team Portal or Care Team Mobile app. It supports departments such as healthcare IT, biomed, facilities, and environmental services, using AI agents to clarify missing or unclear information and validate requests.
- Voice AI Agent for Case Creation: The Care Team Operations Case Creation Voice AI Agent allows care teams to create cases through phone conversations, enhancing accessibility and ease of use. This feature requires the Care Team Operations plugin for the relevant request type.
- Security Enhancements: The Australia release adds granular control for read-only fields on the ServiceNow AI Platform through a new “readonlyoption” field, including “strictreadonly” and “clientscriptmodifiable” settings. These enhancements improve instance security while maintaining backward compatibility and flexibility.
- Role Improvements: Users with the feature administrator role can now complete tasks that were previously restricted to broader administrator roles, simplifying administrative workflows.
- ServiceNow AI Platform Licensing Tiers: Introduction of three AI licensing tiers—Foundation, Advanced, and Prime—providing different levels of AI capabilities and access to generative AI skills, agentic workflows, and AI agents based on entitlements.
Activation and Upgrading
To activate Care Team Operations for Biomed, customers must request installation from the ServiceNow Store. Upgrading to the Australia release requires attention to the new read-only field protections and may involve adjusting settings per guidance in KB articles and documentation on configuring read-only security options.
Related Applications
- Healthcare Operations Core: Serves as the foundational platform for Care Team Operations, enabling hospitals to integrate and automate support from various service departments.
- Care Team Mobile: Provides a mobile interface for hospital care teams to efficiently report issues to support departments, complementing the desktop portal and AI capabilities.
The ServiceNow® Care Team Operations for Biomed application contains the case types to report and fulfill healthcare biomedical issues. Care Team Operations for Biomed was enhanced and updated in the Australia release.
Care Team Operations for Biomed for Biomed 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 Voice AI Agent enables to create cases conversationally over the phone.
- Care Team Operations for Biomed has received security enhancements in the Australia release.
See Care Team Operations for Biomed for more information.
Important information for upgrading Care Team Operations for Biomed 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 Biomed 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 Voice AI agent
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The Care Team Operations Case Creation Voice AI Agent enables care team members to create cases conversationally over the phone.
Note:For the Care Team Operations Case Creation Voice AI Agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.
- 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 entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
Activation information
Install Care Team Operations for Biomed 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.