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 the reporting and fulfillment of healthcare IT issues through improved conversational AI capabilities and security enhancements. This application supports hospitals in managing support requests efficiently across healthcare IT, biomed, facilities, and environmental services departments.
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Key Features
- Now Assist in Virtual Agent: Enables users to create support requests conversationally within the Care Team Portal or Care Team Mobile. It uses AI agents to clarify missing information and validate requests, improving accuracy and efficiency.
- Care Team Operations Case Creation Voice AI Agent: Allows care team members to create cases over the phone using voice interaction, streamlining case creation. Note that the corresponding Care Team Operations plugin must be installed for this feature.
- Security Enhancements: The Australia release introduces more granular read-only field protections on the ServiceNow AI Platform, enhancing instance security while maintaining backward compatibility and flexibility.
- Role Enhancements: Users with the feature administrator role can now complete certain tasks previously limited to broader administrator roles, simplifying administrative workflows.
- ServiceNow AI Platform Licensing Tiers: Three AI tiers are introduced—Foundation, Advanced, and Prime—providing various levels of AI capabilities from basic insights to full autonomous AI workflows, based on entitlement.
Activation and Upgrade Information
- Care Team Operations for Healthcare IT is available through the ServiceNow Store and must be requested for installation.
- Upgrading to the Australia release includes backend changes to read-only field controls with new options ("strictreadonly" and "clientscriptmodifiable") to reinforce security without disrupting existing functionality.
- Technical guidance for managing these security settings is available via ServiceNow knowledge articles.
Related Applications
- Healthcare Operations Core: Provides foundational capabilities that support Care Team Operations by integrating hospital operations with service departments.
- Care Team Mobile: Offers a mobile interface for hospital care teams to report issues conveniently to 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 Voice AI 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 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 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.