Retail release notes
Summarize
Summary of Retail release notes Australia release
The Australia release of ServiceNow® Retail applications enhances frontline retail operations and customer experiences by introducing new features that enable headquarters (HQ) and regional managers to efficiently manage store audits, operational plans, and task tracking. These improvements support streamlined workflows both on desktop and mobile platforms, enhancing real-time visibility and task completion capabilities for retail teams.
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Key Features
- Smart Store Task Questionnaires: HQ can create and distribute standardized, intelligent questionnaires featuring conditional logic, attachment support, and role-based response visibility, which store teams complete via the Retail mobile app.
- Operational Store Plans: HQ users and regional managers can create and manage operational store plans that include cases and tasks across multiple stores. This is facilitated through a guided and streamlined user experience.
- Real-Time Monitoring: Enables tracking of published store plans with detailed visibility from overall plan status down to individual store tasks, improving operational oversight.
- Smart Assessment Templates: Support for creating and publishing smart assessment templates for store operations with advanced conditional logic and role-based visibility.
- Retail Mobile Application: Provides store associates and field agents with a tailored mobile experience to manage work orders, complete questionnaires, and track in-store operational tasks both online and on the go.
Activation and Installation
Retail applications must be installed by requesting them through the ServiceNow Store. Customers can view all available retail apps and submit installation requests there. Detailed activation instructions and cumulative release notes are also available via the ServiceNow Store.
New Plugins Introduced
- Smart Assessment for CSM: Extends Smart Assessment capabilities into Customer Service Management, enabling intelligent assessment templates with conditional logic and attachment handling within CSM workflows.
- Smart Assessment for Field Service: Integrates Smart Assessment with Field Service Management by embedding questionnaires into work order tasks, allowing structured assessments within field agent workflows.
- Retail Mobile: Delivers a mobile experience optimized for retail store associates and field agents to manage tasks and complete questionnaires efficiently.
Related Applications
- Customer Service Management (CSM): Serves as the foundation for Retail Core, supporting customer and retail site service delivery.
- Field Service Management (FSM): Complements Retail Core by providing work order management capabilities for retail locations.
The ServiceNow® retail applications streamline frontline operations and customer experiences. Retail applications were enhanced and updated in the Australia release.
Retail highlights for the Australia release
- Enable HQ to create and distribute standardized questionnaires with stores to capture audit results and operational insights.
- Build smart store task questionnaires for Retail with conditional logic, attachment support, and role-based response visibility.
- Complete store task questionnaires for Retail directly from the Retail mobile app.
- Enables real-time tracking and monitoring of published store plans with visibility from overall plan status to individual store tasks.
- Enable HQ users and regional managers to create operational store plans involving cases and tasks for multiple stores through a guided, streamlined user experience.
See Retail for more information.
New in the Australia release
This section describes new features and enhancements in this release.
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Create and publish smart assessment templates for store operations with Smart Assessment support for conditional logic and role-based visibility.
- Manage store plans
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Store plans provide new capabilities for HQ and regional managers to create operational plans, schedule recurring tasks, and fulfill the tasks through the Retail mobile application.
Activation information
Install the Retail applications by requesting them from the ServiceNow Store. Visit the ServiceNow Store 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.
Plugin information
- New plugins
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The following plugins are new in Australia:
- Smart Assessment for CSM (com.sn_smart_ast_cs): Extends Smart Assessment Engine capabilities into Customer Service Management, enabling the creation and use of intelligent assessment templates within CSM workflows. Supports conditional question logic, role-based response visibility, and attachment handling for customer service scenarios.
- Smart Assessment for Field Service (com.snc.fsm_smart_asmt_questionnaire): Bridges Field Service Management and Smart Assessment by enabling questionnaires to be embedded directly into work order tasks via task plan templates. Allows administrators to associate Smart Assessment templates with FSM playbook activities, so field agents can complete structured assessments as part of their task workflow.
- Retail Mobile (com.sn_retail_mobile): Delivers the Now Mobile Agent experience tailored for retail store associates and field agents. Enables store teams to manage work orders, complete questionnaires, and track in-store operations tasks from a mobile device, supporting both online and on-the-go retail workflows.