Components installed with Retail core overview

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of Components installed with Retail Core overview

    Activating the Retail Core application in ServiceNow installs several essential components that support retail operations such as tables, user roles, business rules, and plugins. These components collectively enable efficient management and tracking of retail tasks, cases, and organizational roles aligned with retail business structures.

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    Tables Installed

    The Retail Core installs key tables including:

    • Retail Task (snretailtask): Stores detailed information about retail-related tasks, such as task name, subject, description, requester, due date, priority, and assignment.

    User Roles Installed

    Retail Core provides predefined roles tailored for retail case management, each with specific permissions to create, update, resolve, review, and monitor retail cases within their assigned locations or organizational hierarchy. Roles include:

    • Associate Contributor: Create, review, and comment on cases at their associated location.
    • Associate Fulfiller: Create, update, and resolve cases at their associated location.
    • Support Agent: Manage retail cases system-wide across organizations.
    • Manager Contributor: Oversee retail cases within their location and hierarchy.
    • Manager Fulfiller: Handle case resolution for their location and hierarchy.

    These roles integrate with Customer Service Management roles to provide comprehensive retail support capabilities.

    Related Party Configurations

    Retail Core installs configurations linking various retail responsibilities (e.g., Store Associate, Store Manager, Area Manager, Regional Manager) with corresponding location and contributor roles, facilitating structured access control and task assignment within retail hierarchies.

    Plugins Installed

    The Retail Core activates key plugins essential for retail operations, including:

    • Business Organization: Supports the Service Model Foundation enabling interactions through physical retail channels like stores and branches.
    • Customer Service: Enables multi-channel customer service management by tracking cases through email, web, and telephone, facilitating issue resolution by agents.
    • CIWF UI Components: Provides common UI themes, widgets, and code artifacts used in customer and industry workflow applications to enhance user experience.

    Business Rules Installed

    Retail Core includes business rules to automate and enforce retail-specific logic:

    • Add manager member for retail org: Automatically assigns the manager role to users designated as retail organization managers.
    • Restrict SO update: Prevents unauthorized updates to the Organization Core field in the Retail Organization table.
    • Hide multistore child cases: Filters out retail cases where child case creation is none or completed, streamlining case views.

    Several types of components such as tables, user roles, and business rule are installed when you activate the Retail Core.

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Tables installed with Retail Core

    Table name Description
    Retail Task

    sn_retail_task

    		 Stores information about the task details.

    Base roles installed with Retail Core

    For information on configuring these roles for retail, see Assign roles to Retail users.

    Role Description Contains roles
    sn_retail.associate_contributor Create, review, and comment on retail cases for the location in which the user is associated.
    • sn_customerservice.service_organization_contributor
    • sn_retail.case_creator
    • sn_retail.org_viewer
    • sn_retail.report_viewer

    sn_retail.associate_fulfiller

    		 Creates, updates, and resolves retail cases associated with the location in which the user is associated.
    • sn_customerservice.svc_location_agent
    • sn_retail.case_creator
    • sn_retail.org_viewer
    • sn_retail.report_viewer
    sn_retail.support_agent​ Creates, updates, resolves, and tracks retail cases across organizations at the system level.
    • sn_customerservice_agent
    • sn_retail.case_creator​
    • sn_retail.org_viewer​
    • sn_retail.report_viewer
    sn_retail.manager_contributor​ Creates, reviews, and monitors all retail cases for the location and hierarchy for the location in which the user is associated.
    • sn_customerservice.svc_location_manager_contributor
    • sn_retail.associate_contributor
    • sn_retail.report_viewer
    sn_retail.manager​_fulfiller Creates, updates, and resolves retail cases for the location and hierarchy in which the user is associated.
    • sn_customerservice.svc_location_manager
    • sn_retail.associate_fulfiller
    • sn_retail.report_viewer

    Related Party Configurations installed with Retail Core

    Name Default responsibility
    Store Associate Location Contributor
    Store Associate - Fulfiller Location Agent
    Store Manager Location Manager Contributor
    Store Manager - Fulfiller Location Manager Fulfiller
    Area Manager Location Manager Contributor
    Area manager - Fulfiller Location Manager - Fulfiller
    Regional Manager Location Manager Contributor
    Regional manager - Fulfiller Location Manager - Fulfiller

    Plugins installed with Retail Core

    Name Description

    Business Organization

    [com.snc.business_location]

    This plugin supports the Service Model Foundation, where the corporation does business with customers through physical channels such as stores and branches.

    For more information, see Configure Service Model Foundation.

    Customer Service

    [com.sn_customerservice]

    The Customer Service Management application enables you to provide service and support for your external customers using several communication channels, such as email, web, and telephone. A case is created to track the issue reported or service requested and assigned to groups or agents. Customer service agents in your organization work on the cases and resolve issues.

    For more information, see Customer Service Management.

    CIWF UI Components

    (sn_ciwf_ui_cmpnt)

    Includes common themes, widgets, and code artifacts for customer and industry workflow applications.

    Table installed with Retail task

    Table 1. Retail task table
    Field Example
    Name RT00001
    Subject  HQ creating a task to verify store tasks 
    Description   Verify if stores have completed tasks as per instructions 
    Requested by  HQ Agent 
    Due date  1 week from now (date/time) 
    Priority  Critical/High/Medium/Low 
    Assigned to  HQ Agent 

    Business rules installed with Retail Core

    Business rule Table Rule criteria Description
    Add manager member for retail org sn_customer_service_organization After update or insert Assigns the sn_retail.manager role to the user added as a manager in a retail organization.
    Restrict SO update sn_retail_organization Before update Restricts the user from updating the Organization Core field in the Retail Organization [sn_retail_organization] table.
    Hide multistore child cases sn_retail_case Before Query Filters retail cases whose parent's child case creation state is either none or Completed successfully.