--- sourceDocument: Australia Retail Industry sourceDocumentLink: https://www.servicenow.com/docs/r/australia/retail-industry Release : - australia ft:locale : - en-US ft:publication_title : - Australia Retail Industry ft:clusterId : - rahi bundleId : - rahi workflow : - Customer and Industry --- # Components installed with Store Plans - Fulfilment in Portal # Components installed with Store Plans - Fulfilment in Portal {#ariaid-title1} Release version: Australia Updated October 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Components installed with Store Plans - Fulfilment in Portal Fulfilment in Portal extends the existing Retail In-store Operations plugin to allow Store Cases and Store Tasks generated from store plans to be viewed and fulfilled through the Retail Portal, in addition to Retail Mobile and Workspace. This functionality supports the Australia platform version and later, excluding Zurich or earlier versions. Show full answer Show less ## Key Features * **Plugin Dependencies:** * **Retail In-store Operations \[com.snrtlinstoreops\]:** Enables portal record pages, Tasks tab on Store Cases, and Questionnaires tab on Store Tasks. * **Smart Assessment for CSM \[com.snsmartastcsm\]:** Optional plugin providing questionnaire functionality on the portal. Without it, questionnaire tabs and actions are not available. * **Retail Core:** Automatically enables Web Embeddables required for questionnaires on the Retail Portal. * **Roles:** * **Associate role (snrtlinstoreops.associate):** Can view all Store Cases and Tasks for their store, comment, upload attachments, reassign cases/tasks, close only if assigned, and submit questionnaires if assigned. * **Manager role (snrtlinstoreops.manager):** Includes associate capabilities plus ability to close cases/tasks on behalf of associates and view cases/tasks for their store and subordinate stores. Store plan cases are automatically assigned to store managers. * **Restrictions:** Area and regional managers with contributor role cannot claim or reassign store plan tasks on the portal. * **Store Case and Store Task Fields on Portal:** Key fields such as case/task number, status, description, assignment, priority, due date, and related organizations are displayed with controlled editability. Assignment fields can be edited via modal dialogs, while other fields remain read-only to maintain data integrity. ## Practical Implications for ServiceNow Customers ServiceNow customers using Retail In-store Operations can leverage the Fulfilment in Portal feature to streamline in-store task and case management directly from the Retail Portal interface. This integration supports efficient task assignment, tracking, and completion, including questionnaire fulfillment when the Smart Assessment plugin is enabled. Understanding role capabilities ensures proper access control and task handling within the store hierarchy. The clear delineation of editable and read-only fields helps maintain operational consistency while empowering store associates and managers to manage their cases and tasks effectively. Certain roles, plugin dependencies, and fields must be considered when fulfilling Store Cases and Store Tasks from the Retail Portal. ## Plugins used by Fulfilment in Portal {#rahi-retail-components-fulfilment-in-portal__section_plugins-fulfilment-in-portal} Fulfilment in Portal introduces no new plugin. It extends the existing Retail In-store Operations plugin so that Store Cases and Store Tasks generated from store plans can also be viewed and fulfilled from the Retail Portal, in addition to Retail Mobile and Workspace. The embedded questionnaire reuses the existing Smart Assessment components; see [Components installed with Smart Assessments for CSM](https://www.servicenow.com/docs/dbBJwhf5kC~WgZG7JtuxIA "Smart Assessment support in Customer Service Management (CSM) and Field Service Management (FSM) workspaces provides a unified experience for creating, configuring, and viewing assessment templates and instances."). {#rahi-retail-components-fulfilment-in-portal__table_plugins-fulfilment-in-portal__entry__3} | Plugin Name | Description | Plugin Dependencies | |-|-|-| | Retail In-store Operations \[com.sn_rtl_instore_ops\] | Reused plugin. Enables the portal record pages, the Tasks tab on a Store Case, and the Questionnaires tab on a Store Task. Portal fulfilment supports the Australia platform version and above; it is not available on Zurich or earlier. | * com.sn_retail_core {#rahi-retail-components-fulfilment-in-portal__ul_deps-fulfilment-in-portal} | | Smart Assessment for CSM \[com.sn_smart_ast_csm\] | Optional. Provides the Questionnaires tab and the page where store users take or view a questionnaire. Without it, the portal shows no Questionnaires tab and no Take questionnaire or View questionnaire action. | * com.snc.fsm_smart_asmt_questionnaire * com.sn_smart_assessment_connected * com.glide.ux.embeddables {#rahi-retail-components-fulfilment-in-portal__ul_deps-smart-ast-csm-portal} | [ ] {#rahi-retail-components-fulfilment-in-portal__table_plugins-fulfilment-in-portal} The questionnaire on the portal relies on Web Embeddables. Retail Core enables Web Embeddables on the Retail Portal automatically when it's installed or upgraded. ## Roles used by Fulfilment in Portal {#rahi-retail-components-fulfilment-in-portal__section_roles-fulfilment-in-portal} Portal fulfilment uses the Retail In-store Operations roles. Area and regional managers with the contributor role (sn_rtl_instore_ops.manager_contributor) can't claim or reassign store plan tasks on the portal. {#rahi-retail-components-fulfilment-in-portal__table_roles-fulfilment-in-portal__entry__3} | Role | Description | Contains roles | |-|-|-| | sn_rtl_instore_ops.associate | On the portal, views all Store Cases and Store Tasks for their store. Can comment, upload attachments, and reassign a case or task via Edit. Can close a case or task only if assigned to it. Can fill in and submit a questionnaire only if assigned to the linked task. | * sn_retail.associate_fulfiller * wm_location_agent * questionnaire_user {#rahi-retail-components-fulfilment-in-portal__ul_contains-roles-associate-portal} | | sn_rtl_instore_ops.manager | All associate capabilities, plus: can close a case or task on behalf of the assigned associate. Sees cases and tasks for their store and the stores below it in the organization hierarchy. Store plan cases are assigned to the store manager automatically. | * sn_rtl_instore_ops.associate * sn_retail.manager_fulfiller * wm_location_assignment_manager {#rahi-retail-components-fulfilment-in-portal__ul_contains-roles-manager-portal} | [ ] {#rahi-retail-components-fulfilment-in-portal__table_roles-fulfilment-in-portal} ## Store Case fields on the portal {#rahi-retail-components-fulfilment-in-portal__section_store-case-fields-portal} {#rahi-retail-components-fulfilment-in-portal__table_store-case-fields-portal__entry__3} | Field | Editable on portal | Example | |-|-|-| | Short description | Read-only | Daily Store Opening - HQ Oversight | | Case number | Read-only | RIS0001037 | | Status | Read-only (badge) | Open | | Description | Read-only | Plan-authored. Collapsed by default on the standard header. | | Assigned to | Editable via Edit modal | Store Manager or Associate | | Assignment group | Editable via Edit modal | Retail store members | | Priority | Read-only | 3 - Moderate | | Due date | Read-only | 2026-08-02 00:00:00 | | Supporting retail org | Read-only | Solana San Diego | | Requesting retail org | Read-only | Solana California | [Table 1. Store Case record fields] {#rahi-retail-components-fulfilment-in-portal__table_store-case-fields-portal} ## Store Task fields on the portal {#rahi-retail-components-fulfilment-in-portal__section_store-task-fields-portal} {#rahi-retail-components-fulfilment-in-portal__table_store-task-fields-portal__entry__3} | Field | Editable on portal | Example | |-|-|-| | Short description | Read-only | Complete daily store opening questionnaire | | Task number | Read-only | SOTASK001 | | Status | Read-only (badge) | Open | | Description | Read-only | Collapsed by default on the standard header. | | Assigned to | Editable via Edit modal; stays editable after questionnaire completion, until the task closes | Store Associate | | Assignment group | Editable via Edit modal only; stays editable until the task closes | Store Associates Group | | Priority | Read-only | Set by plan author | | Due date | Read-only | Set by plan author | | Parent case | Read-only, plain text (not hyperlinked) | RIS0001037 | | Supporting retail org | Read-only | Solana San Diego | | Requesting retail org | Read-only | Solana California | [Table 2. Store Task record fields] {#rahi-retail-components-fulfilment-in-portal__table_store-task-fields-portal} **Related concepts** * [Fulfill In-store operations cases and tasks on the Retail Portal](https://www.servicenow.com/docs/E~OsBcfKGLu37QXDFtW76A "Use the Retail Portal to review and complete In-store operations cases and tasks generated from store plans, including embedded questionnaires.") **Related tasks** * [Work on a Store Case on the Retail Portal](https://www.servicenow.com/docs/fittqFwzanu2nPZaEh6jZg "Review, comment on, reassign, and close a Store Case using the Retail Portal.") * [Work on a Store Task on the Retail Portal](https://www.servicenow.com/docs/7xNeaEqosM4FSwm3mTTuXA "Complete individual work items tied to a Store Case, including a linked questionnaire, using the Retail Portal.") * [Complete a questionnaire for a Store Task on the Retail Portal](https://www.servicenow.com/docs/Aq7tM~FSg8VkR8AKZV7Ybg "Complete task-based questionnaires for HQ-to-store communication directly on the Retail Portal.") **Related reference** * [Components installed with Retail In-store Operations](https://www.servicenow.com/docs/WXJnevYaZW1NGCxn4nY5vQ "Certain roles and dependencies must be considered when using the Retail In-store Operations plugin.")