Care Team Operations for Environmental Services release notes
Summarize
Summary of Care Team Operations for Environmental Services release notes
The ServiceNow® Care Team Operations for Environmental Services application supports healthcare operations by providing case types to report and fulfill facilities issues. The Australia release introduces enhancements focused on conversational AI capabilities, security improvements, and operational efficiencies for healthcare support departments such as IT, biomed, facilities, and environmental services.
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Key Features
- Conversational AI Support: Users can create support requests using Now Assist in Virtual Agent via the Care Team Portal or Care Team Mobile. This conversational workflow clarifies missing details through AI-driven questions and validates requests through specialized Care Team Operations AI agents.
- Case Creation AI Voice Agent: Care team members can create cases conversationally over the phone using the AI voice agent, streamlining case intake. Note that the relevant Care Team Operations plugin must be installed for voice agent functionality.
- Security Enhancements: The release strengthens instance security with enhanced protections for read-only fields on the ServiceNow AI Platform. This includes a new “readonlyoption” field offering granular control, maintaining backward compatibility while improving security posture.
- Role-Based Task Completion: Users with the feature administrator role can now complete tasks previously restricted to broader administrator roles, improving operational flexibility.
- AI Platform Licensing Tiers (Australia Patch 1): Introduces three AI licensing tiers—Foundation, Advanced, and Prime—providing graduated access to AI features, generative skills, workflows, and agents based on license level.
Activation and Upgrade Information
Care Team Operations for Environmental Services is available through the ServiceNow Store. Installation requires a request via the store, where customers can also find cumulative release notes and version history. Upgrading to the Australia release requires attention to new read-only field settings; technical details and configuration guidance are available through knowledge base resources.
Related ServiceNow Applications
- Healthcare Operations Core: Provides foundational integration to streamline hospital operations and support departments.
- Care Team Mobile: Offers a mobile interface for hospital care teams to efficiently report issues to support departments.
The ServiceNow® Care Team Operations for Environmental Services application contains case types to report and fulfill facilities issues as part of Healthcare Operations. Care Team Operations for Environmental Services was enhanced and updated in the Australia release.
Care Team Operations for Environmental Services 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 Environmental Services has received security enhancements in the Australia release.
See Care Team Operations for Environmental Services for more information.
Important information for upgrading Care Team Operations for Environmental Services 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 Environmental Services 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 Environmental Services 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.