What's New in the Brazil Release for Retail Industry Products

mayageorge

Hi Community!

The Brazil release for Retail & Hospitality is here. This release helps HQ and store teams coordinate work more consistently across every location, and gives store teams new ways to work with AI, through conversational chat and any MCP-enabled assistant.

Here’s what’s new.

If you’re running retail operations across owned stores, franchise locations, or service teams, the ServiceNow Brazil Release brings updates that help your teams keep work moving between HQ and stores, see what’s getting done, and resolve issues faster. Here’s what’s new across Retail Operations, Retail Service Management, and ServiceNow Otto for Retail.

Retail Operations and Retail Service Management

Retail Operations and Retail Service Management give HQ and store teams one place to manage work across every location. This release covers equipment issues, audits, local tasks, and store projects.

Retail break-fix workflow: Store teams report equipment issues through a guided, out-of-the-box workflow, and cases route to the right HQ team automatically. A pre-configured break-fix case type also gives you a clean way to report on equipment issue trends, so recurring problems get spotted sooner.
Retail store audit: Publish one audit task plan across multiple store locations. Tasks route automatically to field auditors in Workspace or Mobile, and every response and assignment is tracked in one place, so you can see compliance status without chasing spreadsheets.
Ad-hoc in-store tasks: Managers and associates can create cases and tasks directly in the store instead of sending every request through HQ. Local issues get resolved before they need escalation, which takes work off HQ teams.
Project task experience: Store teams can view and complete SPM project tasks from the Retail Portal or mobile app. That ties store-level work to projects like openings and renovations without a separate tool, and teams can open project cases for their own assigned tasks. Users with project capabilities need SPM/CWM licensing.
Retail MCP Server: Store teams can leverage retail workflows, including break-fix and store inquiry, from any MCP-enabled AI assistant using natural language. Every request lands in ServiceNow with the same permissions, ownership, and audit trail. AI assistants connect through configuration, so there’s no custom integration to build.

ServiceNow Otto for Retail

Conversational break-fix request, powered by EmployeeWorks for Retail: Associates can submit a break-fix request from inside EmployeeWorks. The assistant collects the issue details through chat and creates the ServiceNow case automatically. It’s a good fit for stores that already use EmployeeWorks day to day.

Retail & Hospitality also inherits all the releases for Customer Service Management, so check those updates too.

With this many updates shipping in the Brazil release, we’re curious: which area is most relevant to your team right now? Store execution, store support, AI access for store teams, Drop a comment below!

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