Configuring Healthcare Operations Core

concept brazil Updated Sep 10, 2026 4 min read hcls-cto-configuring.md
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Set up the Healthcare Operations Core application.

Configuration overview

  1. Install Healthcare Operations Core

    The application includes demo data for Healthcare Operations Core and installs related ServiceNow Store applications and plugins if they aren’t already installed.

  2. Install ServiceNow Otto for Care Team Operations

    Optional: Install the ServiceNow Otto for Care Team Operations application to let care team members create requests conversationally.

  3. Configure agentic workflows for Care Team Operations

    Optional: Activate the Request care team assistance agentic workflow and its agents for the chat and voice channels.

  4. Assign roles to Healthcare Operations Core users

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

  5. Create a group for all care team members in Healthcare Operations Core

    Create a group for 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.

  6. Create a group for all care team managers in Healthcare Operations Core

    Create a group for team members 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.

  7. Create a healthcare location

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

  8. Create a healthcare organization

    Create a healthcare organization for use with Healthcare Operations Core.

  9. Create a healthcare organization

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

  10. Add or remove members in Healthcare Operations Core

    Add or remove members from your healthcare organizations.

  11. Configure global system properties to edit members in Healthcare Operations Core

    Add or remove members from your healthcare organizations.

  12. Associate healthcare locations with a healthcare organizations

    Use the Healthcare organization location association table to associate locations with healthcare organizations.

  13. Associate assignment groups with a healthcare organization in Healthcare Operations Core

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

  14. Configure the abstract case type for Healthcare Operations Core case types

    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.

  15. Add menu items into the Care Team Portal with Healthcare Operations Core

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

  16. Embedding Care Team Portal in Epic Hyperspace via Hyperdrive

    Configure the Care Team Portal by embedding it into Epic Hyperspace via Hyperdrive and enabling OIDC authentication.

  17. Capture Additional Data From Epic Within ServiceNow Record Producers

    Update the variable values in existing record producers to capture tokenized data from Epic.

  18. Configure iFrame embedding for Care Team Portal

    For the Care Team Portal to successfully launch in Hyperspace via Hyperdrive, the portal must be configured to work within an iFrame.

  19. Enable Multi-Provider SSO for your ServiceNow instance

    Ensure that Multiple Provider SSO is enabled and configured correctly for Care Team Portal to authenticate with Epic Hyperspace via Hyperdrive.

  20. In Epic: Build the FHIR App to Authenticate with ServiceNow

    Set up your FHIR app with the correct configurations to allow single sign-on for EPIC users to access the Care Team Portal inside EPIC Hyperspace via Hyperdrive.

  21. Create and Configure an Identity Provider in ServiceNow to Authenticate with Epic

    Set up an Identity Provider in your ServiceNow instance to enable OIDC for Healthcare Operations Core.

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