Care Team Operations for Facilities release notes
Summarize
Summary of Care Team Operations for Facilities Release Notes - Australia Release
The Care Team Operations for Facilities application supports healthcare operations by enabling care teams to report and fulfill facilities-related issues. The Australia release introduces significant enhancements including conversational AI capabilities, security improvements, and expanded role-based task completion. This application is accessible via the ServiceNow Store and integrates with Healthcare Operations Core and Care Team Mobile for streamlined hospital support.
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Key Features
- Conversational Support Requests: Now Assist in Virtual Agent allows users to create support requests conversationally for healthcare IT, biomed, facilities, or environmental services through Care Team Portal and Care Team Mobile. It clarifies missing or unclear information via guided questions and validates requests using AI case intake agents.
- AI Voice Agent for Case Creation: Care team members can create cases over the phone using the Care Team Operations Case Creation AI voice agent. This requires the Care Team Operations plugin for the relevant request types.
- Enhanced Security: The Australia release strengthens security with improved read-only field protections on the ServiceNow AI Platform. It introduces a “readonlyoption” field offering granular control, such as “strictreadonly” and “clientscriptmodifiable,” ensuring better instance security while maintaining flexibility.
- Role-Based Task Completion: Users with the feature administrator role can now complete tasks previously limited to full administrators, enhancing operational efficiency.
- AI Licensing Tiers: The ServiceNow AI Platform introduces three licensing tiers—Foundation, Advanced, and Prime—offering varying levels of AI capabilities, from basic insights to autonomous actions and custom AI workflows, which impact available features and agentic workflows.
Activation and Upgrade Information
- Care Team Operations for Facilities must be installed via the ServiceNow Store.
- Upgrading to the Australia release includes backend updates to read-only field controls to improve security without disrupting existing functionality. Customers should refer to ServiceNow KB2718122 for guidance on identifying and adjusting affected fields.
Related Applications
- Healthcare Operations Core: Provides the foundational integration and automation for Care Team Operations, enabling efficient hospital operations.
- Care Team Mobile: Delivers a mobile interface for hospital care teams to report issues directly to support departments, complementing Care Team Operations for Facilities.
The ServiceNow® Care Team Operations for Facilities application contains the case types to report and fulfill facilities issues as a part of Healthcare Operations. Care Team Operations for Facilities was enhanced and updated in the Australia release.
Care Team Operations for Facilities 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 Facilities has received security enhancements in the Australia release.
See Care Team Operations for Facilities for more information.
Important information for upgrading Care Team Operations for Facilities 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 Facilities 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
- 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.
Activation information
Install Care Team Operations for Facilities 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.