Request care team assistance agentic workflow

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Initiate a structured case intake process. Collecti all necessary information to create and log a support case for proper tracking and resolution by using the Request care team assistance agentic workflow in Now Assist for Virtual Agent.

    Antes de Iniciar

    Role required: sn_hco.care_team_member

    Por Que e Quando Desempenhar Esta Tarefa

    When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    This agentic workflow creates support requests of varying case types that are then sent to support departments for fulfillment.

    The following Care Team Operations plugins contain the case types for this agentic workflow:

    • Care Team Operations for Biomed
    • Care Team Operations for Environmental Services
    • Care Team Operations for Facilities
    • Care Team Operations for Healthcare IT

    Procedimento

    1. In Care Team Portal or Care Team Mobile, select the chat widget button to open Now Assist in Virtual Agent.
    2. Select Request care team assistance.

      Intake process through Care Team Portal or Care Team Mobile.

    3. Describe one or more support requests in detail.
    4. Respond to any questions asked by the Care team operations case intake AI agent to provide more context as needed.
    5. Reply to the AI agent.
      • If the AI agent displays correct information for all support cases, reply Yes.
      • If information displayed isn’t correct, respond No and provide additional information until the correct request information is captured.

    Resultado

    After confirming all request details are correct, the Care team operations case creation AI agent creates one or more cases for supporting service departments as needed.

    Cases created are fulfilled by users with the Support Agent role in the Healthcare Operations Workspace.

    Nota:
    Upon conclusion of conversation, Virtual Agent creates an interaction record, which can be viewed within your instance at any time.