Healthcare Operations Core release notes
Summarize
Summary of Healthcare Operations Core release notes
The ServiceNow Healthcare Operations Core application streamlines and optimizes operational tasks for healthcare teams. The Australia release update enhances conversational AI capabilities, security protections, and administrative controls to improve support request creation and case management within healthcare environments.
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Key Features
- Conversational Support Requests: Now Assist in Virtual Agent enables care teams to create support requests for IT, biomed, facilities, and environmental services through natural language conversations in Care Team Portal and Care Team Mobile. This includes clarifying questions and validation using AI agents specialized for case intake and creation.
- Voice AI Case Creation: The Care Team Operations Case Creation Voice AI Agent allows care team members to create cases conversationally over the phone, streamlining issue reporting for faster response. This requires installation of the Care Team Operations plugin for the relevant request types.
- Security Enhancements: The Australia release introduces granular read-only field protections on the ServiceNow AI Platform, including new control options like “strictreadonly” and “clientscriptmodifiable.” These backend changes enhance instance security while maintaining backward compatibility and flexibility. Administrators can adjust these settings as needed.
- Role Enhancements: Users with the feature administrator role now have expanded capabilities to complete certain tasks previously limited to broader administrator roles, improving operational efficiency.
- AI Platform Licensing Tiers: A new AI licensing model offers three tiers—Foundation (basic insights), Advanced (productivity boosts), and Prime (full autonomous AI and customization)—to match customer entitlements and feature access.
Activation and Upgrade Information
Healthcare Operations Core is available for installation via the ServiceNow Store. Customers should request the app through the store and can refer to cumulative release notes there for detailed version history. When upgrading to the Australia release, customers should review the new read-only security options and adjust field settings accordingly, using provided knowledge base resources.
Related Applications
- Care Team Mobile: Mobile app for hospital care teams to report issues to support departments.
- Care Team Operations for Biomed, Environmental Services, Facilities, and Healthcare IT: These apps provide specialized case types for reporting and resolving issues in their respective operational areas, all leveraging the Healthcare Operations Core data model.
- Care Team Work Management: Streamlines task creation, assignment, and tracking with compliance-ready documentation to reduce administrative burden and help care teams focus on patient care.
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 Voice AI 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 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 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.