Care Team Operations for Facilities release notes
Summarize
Summary of Care Team Operations for Facilities Release Notes
The Care Team Operations for Facilities application in ServiceNow supports healthcare operations by enabling care teams to report and resolve facilities-related issues efficiently. The Australia release, updated March 12, 2026, introduces significant enhancements including AI-driven conversational case creation, security improvements, and expanded user role capabilities. This application integrates with Healthcare Operations Core and Care Team Mobile to streamline issue reporting and management in hospital environments.
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Key Features
- Conversational Support Request Creation: Care team members can create support requests for healthcare IT, biomed, facilities, and environmental services through Now Assist in Virtual Agent, available in both Care Team Portal and Care Team Mobile. The Virtual Agent uses AI to clarify and validate request details for accuracy.
- Voice AI Case Creation: The Care Team Operations Case Creation Voice AI Agent allows users to create cases conversationally over the phone, enhancing accessibility. Note that the relevant Care Team Operations plugin for case management must be installed to enable this feature.
- Security Enhancements: The Australia release strengthens security by introducing granular read-only field controls within the ServiceNow AI Platform, including new options such as “strictreadonly” and “clientscriptmodifiable.” These changes improve instance security while maintaining backward compatibility and flexibility.
- Expanded Role Capabilities: Feature administrators now have the ability to complete certain tasks previously limited to broader administrator roles, simplifying operational workflows.
- ServiceNow AI Platform Licensing Tiers: New AI experience tiers—Foundation, Advanced, and Prime—offer scalable access to AI capabilities, generative AI skills, and autonomous workflows depending on licensing entitlements.
Activation and Upgrade Information
- Care Team Operations for Facilities is available for installation via the ServiceNow Store. Customers must request the application through the store to activate it.
- Upgrading to the Australia release involves adopting enhanced read-only security settings for AI Platform fields. Detailed guidance is provided in knowledge base article KB2718122 for identifying and adjusting affected fields.
- Compatibility is preserved during upgrade, ensuring existing workflows continue to function while benefiting from improved security.
Related Applications
- Healthcare Operations Core: Provides foundational integration and automation to support Care Team Operations within hospital environments.
- Care Team Mobile: Extends mobile access for hospital care teams to report support requests conveniently from any location.
This release enhances the efficiency and security of facilities issue management in healthcare settings by leveraging advanced AI tools and refined role management, helping ServiceNow customers optimize care team workflows and support department responsiveness.
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 Voice AI 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 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 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.