Elise Hacker
ServiceNow Employee
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Tuesday
Hi Community! ποΈ
The Australia release for Retail & Hospitality is here. This release brings stronger HQ-to-store execution, AI-assisted customer service, and faster self-service deployment across retail operations and service management. π
Here's what's new. π
If you're running retail operations across owned stores, franchise locations, or customer service teams, the ServiceNow Australia Release brings targeted updates that help your teams execute faster, serve customers better, and spend less time on manual work. Here's what's new across Retail Operations, Now Assist for Retail Service Management, and Retail Service Management.
Want to see these updates in action? Watch the on-demand recording of our Q1 2026 Release webinar for Retail Industry Products β Watch here
Retail Operations
Retail Operations gives HQ and store teams a single place to manage task execution across every location β and this release focuses on making that coordination faster and less dependent on technical expertise.
- Playbook for Store Plan β HQ teams can now build and publish multi-step store plans through a guided playbook experience, including scheduling and recurrence options. Whether you're rolling out promotional signage changes or managing store opening checklists, the guided setup works for non-technical operations teams and cuts down on repetitive plan-building every cycle.
- Mobile Task Fulfillment β Store associates can now view, assign, and complete tasks directly from the mobile app without leaving the sales floor. Tasks are accessible on-device, which reduces fulfillment time and removes the need to track down a desktop to check assignments.
Now Assist for Retail Service Management
These capabilities require Professional Plus or Enterprise Plus and are powered by Now Assist.
- AI Voice Agents for Customer Service β Customers can check case status, update existing cases, or open new ones through a natural voice conversation β no IVR menus, no hold times. When a case needs a human, the handoff includes full context so the agent doesn't have to start from scratch. Works across leading CCaaS platforms.
- Customer 360 Insights β Human agents access key insights: customer history, loyalty status, and sentiment directly in their workspace. They can ask questions about a customer or case in natural language, and the system surfaces suggested resolution steps β so agents spend less time researching and more time resolving.
Retail Service Management
- Web Embeddables β Retailers can now embed ServiceNow self-service components β case forms, knowledge articles, service catalog items β directly into existing websites or mobile apps without custom development. Ready-made, configurable components mean faster deployment and no need to replace portals you've already built.
With so many updates shipping in the Australia Release, we're curious β which capability is most relevant to where your team is focused right now: store execution, customer service, or self-service? Drop a comment below!
Resources
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