Care Team Operations for Healthcare IT release notes
Summarize
Summary of Care Team Operations for Healthcare IT release notes
The Care Team Operations for Healthcare IT application in the Australia release enhances how healthcare IT issues are reported and fulfilled through case management. It introduces improved conversational support via Now Assist in Virtual Agent and an AI voice agent, along with security enhancements and new administrative capabilities. This application is available through the ServiceNow Store and integrates with other healthcare operations solutions.
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Key Features
- Conversational Case Creation: Users can create support requests for healthcare IT, biomed, facilities, or environmental services departments conversationally using Now Assist in Virtual Agent, accessible via Care Team Portal and Care Team Mobile. The process includes clarifying questions and request validation through AI agents.
- AI Voice Agent for Case Creation: Care team members can create cases over the phone through the Care Team Operations Case Creation AI voice agent, requiring the corresponding plugin for case handling.
- Enhanced Security: The Australia release introduces granular read-only field protections on the ServiceNow AI Platform, including new control settings like “strictreadonly” and “clientscriptmodifiable” to strengthen instance security without sacrificing flexibility.
- Role Enhancements: Users with the feature administrator role can now complete tasks previously limited to broader administrator roles, improving task delegation and management.
- AI Platform Licensing Tiers: The platform offers three AI licensing tiers—Foundation, Advanced, and Prime—each enabling different levels of AI features, workflows, and agent capabilities aligned with organizational needs.
Activation and Upgrade Information
- Care Team Operations for Healthcare IT must be installed by requesting it from the ServiceNow Store.
- Upgrading to the Australia release requires attention to new read-only field configurations to maintain compatibility and security; refer to technical KB articles for guidance.
- Integration with related applications like Healthcare Operations Core and Care Team Mobile enhances operational efficiency across hospital support departments.
The ServiceNow® Care Team Operations for Healthcare IT application contains the case types to report and fulfill healthcare IT issues. Care Team Operations for Healthcare IT was enhanced and updated in the Australia release.
Care Team Operations for Healthcare IT 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 Healthcare IT has received security enhancements in the Australia release.
See Care Team Operations for Healthcare IT for more information.
Important information for upgrading Care Team Operations for Healthcare IT 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 Healthcare IT 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 Healthcare IT 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.