Care Team Operations for Facilities release notes
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Summary of Care Team Operations for Facilities Release Notes
The ServiceNow® Care Team Operations for Facilities application supports reporting and fulfilling facilities-related issues within Healthcare Operations. The Australia release introduces enhancements that improve conversational case creation, security, and administrative capabilities. This application is available through the ServiceNow Store and is designed to integrate with healthcare IT, biomed, facilities, and environmental services departments.
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Key Features
- Conversational Case Creation: Using Now Assist in Virtual Agent, care team members can create support requests conversationally via the Care Team Portal or Care Team Mobile. The system clarifies missing or unclear details through guided questions and validates requests through AI agents specialized for case intake and creation.
- Voice AI Agent: The Care Team Operations Case Creation AI voice agent allows cases to be created over the phone through conversational interaction. This requires the Care Team Operations plugin to be installed for the relevant request types.
- Security Enhancements: The Australia release strengthens security with enhanced protections for read-only fields on the ServiceNow AI Platform. A new “readonlyoption” field provides granular control including “strictreadonly” and “clientscriptmodifiable” settings to improve instance security while maintaining flexibility.
- Role-Based Task Completion: Users with the feature administrator role can now complete tasks previously limited to broader administrators, streamlining administrative workflows.
- ServiceNow AI Platform Licensing Tiers: The platform offers three AI licensing tiers—Foundation, Advanced, and Prime—each providing different levels of AI capabilities, from basic insights to autonomous AI-driven workflows.
Activation and Upgrade Information
Care Team Operations for Facilities must be installed by requesting it through the ServiceNow Store. When upgrading to the Australia release, customers should note backend changes to read-only field protections to ensure compatibility and maintain security. Detailed technical guidance is available to identify and adjust affected fields.
Related Applications
- Healthcare Operations Core: Provides foundational capabilities for Care Team Operations, enabling streamlined hospital operations and integration with support departments.
- Care Team Mobile: Offers a mobile platform for hospital care teams to report support issues efficiently.
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 Voice AI 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.