--- 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 November 5, 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 guide helps ServiceNow customers prepare for upgrading Retail applications from the Zurich release to the Australia release. It combines all relevant release notes, including new features, changes, deprecated functionality, and important upgrade considerations. The goal is to provide a streamlined view of what to expect and how to manage the upgrade effectively. Show full answer Show less ## Key Upgrade Information * **Retail Base Case Abstracted:** Starting with Zurich, the retail base case is now abstract and cannot be used directly to create or update cases. Instead, use specialized case types such as *Store Inquiry* , *Retail Customer Complaint* , *In-store Operations* , and *HQ Communications*. Customers can also create and extend their own case types. * **Pre- and Post-Upgrade Tasks:** Review and complete all recommended tasks before and after upgrading to ensure smooth transition. ## New Features, Changes, and Removed Functionality * **New Features:** No new features introduced between Zurich and Australia releases for Retail applications. * **Changes:** No changes were made to existing features between Zurich and Australia releases. * **Removed Features:** No features or functionality were removed between these releases. * **Deprecations:** No features were deprecated between Zurich and Australia releases. ## Activation and Additional Requirements * Retail applications must be installed by requesting them through the ServiceNow Store. * No new activation steps or additional system requirements were introduced between Zurich and Australia releases. * No changes in browser compatibility requirements. ## Accessibility and Localization * **Accessibility:** The Coral theme includes a dark mode option to reduce eye strain and enhance readability for both web and mobile users. * No new localization considerations were introduced. ## Highlight Information From Zurich Release * The **Store Inquiry AI Agent** assists retail support agents by providing clear answers, flagging uncertain cases for review, and improving suggestions with every resolved inquiry. * The **Retail Mobile application** simplifies frontline staff access for faster, more accurate responses. * **HQ Communications case type** enables 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** improves the speed and accuracy of complaint resolution. * **Store Inquiry case type** bridges communication between stores and headquarters with intuitive request and support capabilities. This information equips ServiceNow customers to understand the practical impacts of upgrading Retail applications from Zurich to Australia, ensuring they leverage the supported case types and maintain smooth operations without unexpected disruptions. 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. | [ ]