Care Team Operations for Healthcare IT release notes
Summarize
Summary of Care Team Operations for Healthcare IT Release Notes - Australia Release
The Care Team Operations for Healthcare IT application in the Australia release enhances the management of healthcare IT issues by providing case types to report and fulfill support requests. This release introduces conversational AI capabilities and security enhancements to improve case creation and overall operational efficiency for healthcare support departments.
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Key Features
- Now Assist in Virtual Agent Integration: Enables care team members to create support requests conversationally within the Care Team Portal or Care Team Mobile for healthcare IT, biomed, facilities, or environmental services. The system clarifies missing or unclear information through AI-powered intake and case creation agents.
- Case Creation AI Voice Agent: Allows case creation over the phone through conversational interaction, facilitating easy reporting for care team members. This feature requires the Care Team Operations plugin for the corresponding request type.
- Security Enhancements: Introduces granular read-only field protections on the ServiceNow AI Platform, with new control options like “strictreadonly” and “clientscriptmodifiable” to strengthen instance security while maintaining flexibility.
- Role-Based Task Completion: Feature administrators can now perform certain tasks previously limited to broader administrator roles, improving operational efficiency.
- ServiceNow AI Platform Licensing Tiers: The platform offers three AI licensing tiers—Foundation, Advanced, and Prime—each unlocking different levels of AI capabilities, generative skills, and workflows based on license type.
Activation and Upgrade Information
- The application is available through the ServiceNow Store and must be requested for installation.
- The Australia release includes backend updates for backward-compatible read-only field security, requiring administrators to review and adjust settings as needed according to KB2718122 and the Configuring read-only security options documentation.
- Upgrading to this release enhances security and operational controls without disrupting existing workflows.
Related Applications
- Healthcare Operations Core: Provides the foundational framework for Care Team Operations, enabling streamlined hospital operations and integration with support departments.
- Care Team Mobile: Offers a mobile interface for hospital care teams to report issues directly to support departments, complementing the Care Team Operations application.
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 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 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.