Retail Service Management (RSM) FAQ

[Anita Chiang]

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

What is Retail Service Management? 

Retail Service Management (RSM) helps retail organizations deliver great customer service, whether directly through traditional channels or in-store experiences. With capabilities for customer engagement and agent experience, as well as internal support, RSM is a platform for retail service. 

How do RSM and Retail Operations 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 Service Management? 

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

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

Retail Service Management includes access to customer service capabilities as well as industry content. You can leverage CSM resources as well: Getting started with Customer Service Management 

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 RSM and Retail Ops?  

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

[JStockel]

Hi Anita, and thank you so much for this information!

I'm working in the hotel industry myself, and facing challenges which Retail Operations seem to be applicable.
For instance, our finance department needs to be able to send out invoices to one of our hotels. They got no clue regarding someone working there, and are currently using shared mailboxes for those (my IT operations team working with Active Directory  hates me for having set these activate). But it's also a very inefficient solution.

I'm also trying to understand this "Retail Service Management includes access to customer service capabilities as well as industry content. You can leverage CSM resources as well". Does that mean, that CSM is part of RSM and vice versa? Because that for us, would open up a lot of opportunities, as our hotel staff works with mailboxes, where customer requests comes through today. (Also very inefficient).

Thank you, I hope to hear back from you! 🙂