Retail Operations (RO) FAQ

[Anita Chiang]

This article will provide answers to frequently asked questions about Retail Operations and will be updated regularly. 

What is Retail Operations? 

Retail Operations (RO) is an add-on to Retail Service Management focusing on frontline associates and managers' needs. Retail Operations extends the power of ServiceNow to retail teams with site-based licensing, allowing them to request day-to-day support through multiple channels as well as carry out tasks that are assigned from HQ. 

How do Retail Service Management (RSM) and RO work together?

RSM and RO share the same data foundation, allowing organizations to model their retail sites and track key context about these locations, as well as work on retail cases for any requests or issues that come up. RSM is the product that will be used for HQ to support customers and stores, while Retail Operations is specifically for retail sites like stores or restaurants. Sites can make requests directly to HQ through retail cases, while HQ can assign work directly to them. 

Where can I learn more about retail products? 

The Introduction to Retail Operations course is a quick summary of the RO product, and provides context about RSM as well. Learn more here. 

What are the capabilities in the latest release? 

Check out this article for What’s New in the Xanadu release: What's New

 

Do I need to install a plugin or purchase something to use Retail Operations? 

Yes, RO requires licensing. Please contact your account representative for details. 

To activate Retail Operations, follow the instructions here: Activate Retail Operations Core 

I think I have a bug or defect, what do I do?  

If you believe you have encountered a defect, log a case using the Now Support portal.  

 

Where can I request a new feature or enhancement for Retail Ops?  

For functionality that you wish to be added to the roadmap, log an idea or vote for one on the Idea portal.