---
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


---

# Fulfill In-store operations cases and tasks on the Retail Portal

# Fulfill In-store operations cases and tasks on the Retail Portal {#ariaid-title1}

Release version: Australia  
Updated September 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Retail Portal to review and complete In-store operations cases and tasks generated from store plans, including embedded questionnaires.

Store managers and store associates often work on shared devices, back-office tablets, or handheld scanners where Workspace and Retail Mobile aren't available. On the Retail Portal, they can fulfill the Store Cases and Store Tasks generated from store plans without leaving the portal.

From a Store Case or Store Task, store staff can:

* Read and post comments in the activity stream.
* View and upload attachments.
* Reassign the record by using Edit.
* Complete a questionnaire linked to a Store Task.
* Close the record.

{#rahi-retail-fulfill-in-store-ops-portal__ul_portal-fulfilment-actions}

Visibility is scoped to the store. Everyone mapped to a store sees all Store Cases and Store Tasks for that store, whoever they're assigned to. Only the user assigned to a Store Task can fill in and submit its questionnaire.

Two rules control when a record can be closed:

* A Store Case can't be closed while any of its Store Tasks are open.
* A Store Task can't be closed until its required questionnaire is submitted.

{#rahi-retail-fulfill-in-store-ops-portal__ul_portal-fulfilment-close-rules}

Portal fulfilment is available on the Australia release and later. Questionnaires appear on the portal only when the Smart Assessment for CSM plugin is installed.
* **[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 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 Store Plans - Fulfilment in Portal](https://www.servicenow.com/docs/Bx4TYrbeHw5iU8camqAZJQ "Certain roles, plugin dependencies, and fields must be considered when fulfilling Store Cases and Store Tasks from the Retail Portal.")