--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Retail applications release notes for upgrades from Zurich to Australia # Combined Retail applications release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Retail applications release notes for upgrades from Zurich to Australia This consolidated release notes page assists ServiceNow customers in preparing for upgrading Retail applications from the Zurich release to the Australia release. It summarizes new features, changes, removals, deprecations, activation details, and other important upgrade considerations across the Retail application family. Show full answer Show less ## Important Upgrade Information * Starting with the Zurich release and continuing through subsequent versions including Yokohama, the Retail base case has been made abstract. This means the base case is no longer directly usable for creating or updating cases. * Customers must now use specialized case types such as **Store Inquiry** , **Retail Customer Complaint** , **In-store Operations** , and **HQ Communications** instead of the base Retail case table. * Customers can also extend their own case types tailored to their needs. * For detailed guidance on these case table updates, customers should consult the ServiceNow Knowledge Base article KB2216547. * There are no new features, changes, removals, or deprecations introduced in the Australia release for Retail applications. ## Activation Information Retail applications must be installed via requests submitted through the ServiceNow Store. Customers can browse all available Retail apps and review cumulative release notes via the Store's version history. This is the official source for app activation and update requests. ## Accessibility and User Experience * The Zurich release introduced the Coral theme, which includes a dark theme option for both web and mobile interfaces. This option improves readability and reduces eye strain for users. * No additional accessibility or localization updates were introduced in the Australia release. ## Highlighted Features from Zurich Release * **Store Inquiry AI Agent:** Helps retail store support agents quickly find clear, traceable answers and flags uncertain cases for human review, improving response accuracy. * **Retail Mobile Application:** Simplifies frontline staff access to Retail applications for faster response times. * **HQ Communications Case Type:** Enables initiation and coordination of large-scale actions across multiple stores. * **Retail In-store Operations Case Type:** Standardizes reporting, tracking, and resolution of in-store issues. * **Retail Customer Complaint Case Type:** Facilitates quick and accurate resolution of customer complaints. * **Store Inquiry Case Type:** Bridges communication between stores and headquarters with an intuitive request and support system. ## Summary for ServiceNow Customers When upgrading Retail applications from Zurich to Australia, customers should focus primarily on adapting to the abstract Retail base case by adopting specialized case types for their operations. The Australia release does not introduce new Retail features or changes, so the main upgrade considerations are related to prior releases. Activation of Retail applications continues to be managed through the ServiceNow Store. Accessibility improvements from Zurich, such as the Coral dark theme, enhance user experience but remain unchanged in Australia. Consolidated page of all release notes for Retail applications from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Retail applications release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Retail applications to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-retailapplications-summary__entry__2} | Release | Release notes | |-|-| | Zurich | Upgrade information : Starting with this release onwards, the retail base case has been made abstract. (An abstract case or abstract case type is a base configuration of a case that is intended to be extended by specialized case types rather than used directly.) After upgrading to the Zurich release and for any version updates beginning with the Yokohama release, if you are using the retail base case table you will no longer be able to create new cases or update existing cases. Use the following case types instead: * 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 \[KB2216547\]](https://support.servicenow.com/nav_to.do?uri=/kb_knowledge.do?sys_id=a312916e978aa650f03d739c1253af88&sysparm_view=&sysparm_domain=null&sysparm_domain_scope=null) article in the Now Support Knowledge Base. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Retail applications. {#dfrn3-retailapplications-summary__entry__8} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Retail applications features. {#dfrn3-retailapplications-summary__entry__14} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Retail applications features or functionality were removed. {#dfrn3-retailapplications-summary__entry__20} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Retail applications features or functionality were deprecated. {#dfrn3-retailapplications-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Retail applications. {#dfrn3-retailapplications-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install the Retail applications by requesting them from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Retail applications are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Retail applications we have noted them here. {#dfrn3-retailapplications-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Retail applications we have noted them here. {#dfrn3-retailapplications-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Retail applications, such as specific requirements or compliance levels. {#dfrn3-retailapplications-summary__entry__50} | Release | Release notes | |-|-| | Zurich | 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. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Retail applications we have noted them here. {#dfrn3-retailapplications-summary__entry__56} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Retail applications we have noted them here. {#dfrn3-retailapplications-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * 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](https://www.servicenow.com/docs/access?context=rahi-retail-operations-overview&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]