Retail applications release notes
Summarize
Summary of Retail applications release notes - Zurich Release
The ServiceNow® Retail applications in the Zurich release enhance operational efficiency at retail locations through streamlined case management, mobile accessibility, and improved communication between stores and headquarters (HQ). These updates help retail teams respond faster, resolve issues accurately, and coordinate large-scale actions effectively.
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Key Features
- Store Inquiry AI Agent: Assists retail store support agents by providing clear, traceable answers, flagging uncertain cases for human review, and offering tailored suggestions that improve with each resolved inquiry.
- Retail Mobile Application: Enables store managers and associates to manage operations and access tools on the go, improving frontline staff responsiveness and accuracy.
- New Case Types:
- Store Inquiry: Facilitates intuitive requests and support between stores and HQ with a defined workflow for resolution.
- Retail Customer Complaint: Helps quickly capture and resolve customer complaints related to stores.
- In-store Operations: Standardizes reporting, tracking, and resolution of in-store issues, supporting structured task assignment and reducing resolution time.
- HQ Communications: Enables initiation and coordination of large-scale actions across multiple stores, serving as a parent case to simplify coordination.
- UI Enhancements: Introduction of the Coral theme as the default for portals, web, and mobile experiences, featuring brand-neutral illustrations and a new dark theme option to improve readability and reduce eye strain.
Important Upgrade Information
The retail base case has been made abstract starting with the Zurich release. Customers using the retail base case table can no longer create or update cases directly after upgrading. Instead, they should use the specialized case types listed above or extend their own case types. Guidance on this change is available in the Now Support Knowledge Base.
Activation and Accessibility
Retail applications are available through the ServiceNow Store and must be requested for installation. The new Coral theme includes a dark mode option for enhanced accessibility on web and mobile platforms.
Related ServiceNow Applications
- Customer Service Management (CSM): Provides foundational support capabilities integrated with Retail Core.
- Field Service Management: Aligns with Retail Core to manage work orders at retail locations.
- ServiceNow Otto for Retail Service Management (RSM): A new Zurich release application designed to support retail personas in managing and resolving cases efficiently.
The ServiceNow® retail applications optimize operations efficiently at retail locations. Retail applications were enhanced and updated in the Zurich release.
Retail highlights for the Zurich release
- Use the store inquiry AI agent to help retail store support agents quickly find clear, traceable answers, flag uncertain cases for human review, and benefit from tailored suggestions that improve with every resolved inquiry.
- Simplify frontline staff access for faster response times and improved accuracy with the Retail Mobile application.
- Initiate and coordinate large-scale actions across multiple stores with the HQ Communications case type.
- Standardize the reporting, tracking, and resolution of in-store issues with the Retail In-store Operations case type.
- Resolve customer complaints quickly and accurately with the Retail Customer Complaint case type.
- Bridge the gap between stores and HQ with an intuitive request and support system using the Store Inquiry case type for stores.
See Retail for more information.
Important information for upgrading Retail to Zurich
- Store Inquiry
- Retail Customer Complaint
- In-store Operations
- HQ Communications
You can also extend your own case types. For more information on these changes, see the Impact analysis and guidance: Retail case table updates [KB2216547] article in the Now Support Knowledge Base.
New in the Zurich release
- Retail mobile application Retail Mobile application
- As a store manager or a store associate, boost productivity by managing operations and accessing key tools on the go with the Retail Mobile application.
- Customer complaint
- Help verify quick and efficient customer service resolutions by capturing store-related complaints from customers using the customer complaint case type in the Retail customer complaint plugin.
- Store inquiry
- Streamline the process for contacting HQ for store-to-HQ cases with the store inquiry case type in the Retail Store Services plugin, which provides a clearly defined workflow for resolution at HQ.
- In-store operations
- Standardize the reporting, tracking, and resolution of in-store issues with the in-store operations case type in the Retail in-store operations plugin. This case type contributes to structured task assignments and tracking, reducing the time to resolution.
- HQ communications
- Initiate and coordinate large-scale actions across multiple stores with the HQ communications case type in the Retail HQ operations plugin. Using this case type as a parent case for in-store operations simplifies coordination efforts.
UI changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Activation information
Install the Retail applications by requesting them from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.