Healthcare Operations Core

You can install the Healthcare Operations Core application [sn_hco] if you have the admin role. The application includes demo data for Healthcare Operations Core and installs related ServiceNow Store applications and plugins if they aren’t already installed.

Assign specific roles to give Healthcare Operations Core users visibility into healthcare organizations and the hierarchies they manage.

Extend the Healthcare Operations case [sn_hco_case] to create custom case types for use with Healthcare Operations Core and related plugins by creating a child table from the Healthcare Operations Core case type.

To manage access effectively in Healthcare Operations Core (HCO), first understand how roles and responsibilities work together. These concepts build on the Service Model Foundation (SMF) but are adapted for HCO-specific use cases.

Learn about the terms and concepts that are unique to Healthcare and Life Sciences Operations.

Healthcare Operations Core provides the foundation to enable hospitals to streamline and automate their operations.

Several types of components such as tables, user roles, and business rules are installed when you activate the Care Team Operations plugin.

A global system property must be configured to properly use the Edit Members functionality in Healthcare Operations Core.

Set up the Healthcare Operations Core application.

Create a healthcare organization, such as a healthcare provider, healthcare department, or organizational team, and associate it with a parent healthcare organization and a common location.

Learn about the Healthcare Operation Core application by viewing the data model and role relationship diagrams.

Add or remove members from your healthcare organizations.

Learn how you can use the Healthcare Operations Core application to enable your care team to work together efficiently and effectively to deliver patient-centered care.

The Healthcare Operations Case [sn_hco_case] enables streamlined support for operational healthcare use cases.

Reference topics provide additional information about Care Team Operations components, including tables.

The Healthcare Operations Core Case enables streamlined support for operational healthcare use cases.

Associate healthcare locations with healthcare organizations.

Create healthcare locations to designate the locations in which your care teams operate.

Create a healthcare organization for use with Healthcare and Life Sciences Service Management Core.

Add more menu items into the Care Team Portal for easy user access.

Assign responsibilities to users in Healthcare Operations Core to dictate which specific records users are authorized to view or modify.

Create assignment groups for your healthcare organizations to determine which user groups are associated with specific healthcare organizations.

Create a group for care team managers with the sn_hco.care_team_manager role assigned so that users added to this group inherits the collection of roles for Healthcare Operations Core.

Create a group for care team members with the sn_hco.care_team_member role assigned so that users added to this group will inherit the collection of roles for Healthcare Operations Core.

Activate the Care Team Operations AI Chat Assistant, its AI agents, and the Request care team assistance agentic workflow so that care team members can create cases conversationally.

Activate the Care Team Operations Case Creation AI voice agent to enable care team members to create and manage cases over the phone.

Activate the Care Team Operations AI Chat Assistant and set it to discoverable to enable case intake within the Request care team assistance agentic workflow.

Care Team Operations ships a dedicated ServiceNow Otto assistant, pre-configured for Care Team Operations workflows, instead of relying on the shared default assistant.

Change the trigger phrases used to call on the Care Team Operations Case Creation AI voice agent via phone.

Enable the Request care team assistance agentic workflow so that care team cases can be created using the Care Team Operations AI Chat Assistant.

Install the ServiceNow Otto for Care Team Operations application [sn_cto_now_assist].

When you install ServiceNow Otto for Care Team Operations, a knowledge base article is added that lets agents in the Request care team assistance agentic workflow create different Care Team Operations cases.

Initiate a structured case intake process. Collect all necessary information to create and log a support case for proper tracking and resolution by using the Request care team assistance agentic workflow inthe Care Team Operations AI Chat Assistant.

Use the Care Team Operations Case Creation AI voice agent to create support request cases through conversational voice calls.

The tables that make up your organization and location model span two topics: how Healthcare Operations Core extends the Service Model Foundation (SMF) hierarchy, and how healthcare organizations and healthcare locations layer on top of it. Read both together to understand the full picture before you configure either one.

Create support requests for service departments conversationally, by chat in Care Team Portal or Care Team Mobile, or by phone.

Use ServiceNow Otto to create and resolve care team support requests conversationally, by chat or by phone, in Care Team Operations.

Activate and configure the Request care team assistance agentic workflow and the AI agents it depends on, for both the chat and voice channels.

Care Team Operations uses one agentic workflow, available over chat or by phone, to create and manage support requests conversationally.

See how the Service Model Foundation (SMF) tables described in Understanding Service Model Foundation in Healthcare OperationsUnderstand how the Service Model Foundation (SMF) tables relate to each other so that you configure cases, locations, and bulk imports correctly for Healthcare Operations Core. and Setting up healthcare locations and healthcare organizationsUnderstand how healthcare locations and healthcare organizations function and should be organized to set up your care teams and the physical locations they operate in correctly. come together for a real hospital system.

Understand how healthcare locations and healthcare organizations function and should be organized to set up your care teams and the physical locations they operate in correctly.

Understand how the Service Model Foundation (SMF) tables relate to each other so that you configure cases, locations, and bulk imports correctly for Healthcare Operations Core.