Healthcare Operations Core release notes
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Summary of Healthcare Operations Core release notes
The ServiceNow Healthcare Operations Core application enhances and streamlines operational tasks for healthcare teams. The Australia release, updated March 12, 2026, introduces new conversational AI capabilities, security enhancements, and improved administrative controls to optimize healthcare support workflows.
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Key Features
- Conversational Support Requests: Now Assist in Virtual Agent allows care teams to create support requests for IT, biomed, facilities, and environmental services through conversational interactions in Care Team Portal and Care Team Mobile. The workflow uses AI agents to clarify details and validate requests.
- Voice AI Agent for Case Creation: The Care Team Operations Case Creation AI voice agent enables care team members to create cases conversationally over the phone, simplifying case intake. This requires the Care Team Operations plugin for the relevant request types.
- Security Enhancements: The release introduces enhanced protections for read-only fields within the ServiceNow AI Platform, including a new “readonlyoption” field with granular control options such as “strictreadonly” and “clientscriptmodifiable.” These backend changes strengthen instance security while maintaining backward compatibility.
- Role and Task Management Improvements: Users with the feature administrator role can now complete certain tasks previously limited to broader administrator roles, improving operational flexibility.
- ServiceNow AI Platform Licensing Tiers: The Australia Patch 1 introduces three AI licensing tiers—Foundation, Advanced, and Prime—offering varying levels of AI capabilities from basic insights to autonomous AI workflows, depending on the license.
Activation and Upgrade Information
Healthcare Operations Core must be installed via the ServiceNow Store. The Australia release requires attention to new read-only field security settings, with guidance available in KB2718122 and documentation on configuring read-only security options. Upgrading preserves backward compatibility while enhancing security.
Related Applications
- Care Team Mobile: Provides a mobile interface for hospital care teams to report issues.
- Care Team Operations for Biomed, Environmental Services, Facilities, and Healthcare IT: These applications offer specialized case types and workflows for reporting and fulfilling issues in their respective healthcare operational areas, all based on the Healthcare Operations Core data model.
- Care Team Work Management: Supports streamlined task creation, assignment, and tracking with audit-ready documentation to reduce administrative burden 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 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 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.