Healthcare Operations Core release notes
Summarize
Summary of Healthcare Operations Core release notes
The ServiceNow® Healthcare Operations Core application optimizes healthcare team operational tasks by streamlining support request creation and case management. The Australia release introduces significant enhancements, including conversational AI capabilities, security improvements, and greater administrative controls. This application integrates with other ServiceNow healthcare solutions to provide a cohesive operational experience for healthcare teams.
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Key Features
- Conversational Support Requests: Use Now Assist within Virtual Agent on Care Team Portal or Care Team Mobile to create support requests conversationally for departments such as healthcare IT, biomed, facilities, and environmental services. This workflow uses AI agents to clarify missing details and validate requests, ensuring accurate case intake.
- AI Voice Agent for Case Creation: The Care Team Operations Case Creation AI voice agent enables care team members to create cases conversationally over the phone, enhancing accessibility and ease of use. This requires the Care Team Operations plugin installed for the relevant request types.
- Security Enhancements: The Australia release strengthens security by introducing granular read-only field controls via a new “readonlyoption” field, including “strictreadonly” and “clientscriptmodifiable” settings. These backend changes improve instance security while maintaining backward compatibility.
- Role-Based Task Completion: Feature administrators can now complete certain tasks previously limited to administrators, improving operational flexibility.
- AI Platform Licensing Tiers: The ServiceNow AI Platform introduces three licensing tiers—Foundation, Advanced, and Prime—offering varying levels of AI capabilities, from basic insights to autonomous actions and custom AI agents, depending on your license.
Activation and Upgrade Information
Healthcare Operations Core is available via the ServiceNow Store and must be requested for installation. When upgrading to the Australia release, be aware of the new read-only field protections and consult KB2718122 for guidance on affected fields and configuration adjustments.
Related Applications
- Care Team Mobile: Provides a mobile interface for hospital care teams to report issues to support departments.
- Care Team Operations for Biomed, Environmental Services, Facilities, and Healthcare IT: Each application supports specific case types and issue management within healthcare spaces, leveraging the Healthcare Operations Core data model.
- Care Team Work Management: Facilitates streamlined task creation, assignment, and tracking with audit-ready documentation to reduce administrative burdens and support regulatory compliance.
The ServiceNow® Healthcare Operations Core application streamlines and optimizes healthcare team operational tasks. Healthcare Operations Core was enhanced and updated in the Australia release.
Healthcare Operations Core 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.
- Healthcare Operations Core has received security enhancements in the Australia release.
See Healthcare Operations Core for more information.
Important information for upgrading Healthcare Operations Core 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.
Healthcare Operations Core 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 Healthcare Operations Core 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.