---
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


---

# Prebuilt Retail case types

# Prebuilt Retail case types {#ariaid-title1}

Release version: Australia  
Updated June 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Retail includes four prebuilt case types that extend the retail
framework. Each is dependent on its own plugin and is tuned to a common retail scenario, so you
can deploy quickly and stay consistent across locations.


{#rahi-retail-ootb-case-types__table_ootb_case_types__entry__3}

| Case type | Purpose | Dependent on |
|-|-|-|
| [Store Inquiry Case](https://www.servicenow.com/docs/jhLzU1RboPaH4GiIjvjeHg "The store inquiry case type facilitates seamless communication between store teams and headquarters, enabling efficient exchange of operational queries, information, and issues. This case type is included in the Retail store services plugin.") | Allows store associates and managers to raise operational questions, information requests, or issues to headquarters for fulfillment. | Retail Store Services plugin |
| [Retail Customer Complaint Case](https://www.servicenow.com/docs/wFT0nfuY0KjGsT~svwbHcg "The customer complaint case type helps manage and resolve customer feedback related to store experiences. This case type enables customers to submit complaints anonymously to encourage honest feedback and help stores improve their service. This case type is included in the Retail customer complaint plugin.") | Captures, classifies, routes, resolves, and measures complaints about a store experience---supporting back-office transparency and efficiency. | Retail Customer Complaint plugin |
| [In-Store Operations Case](https://www.servicenow.com/docs/S26g3Cle_g3Mo7~ogHLWUA "The in-store operations case type allows store team members to report and track in-store operational issues, whether for routine or cyclical demands. This ensures that issues are documented and monitored for consistent execution and support. This case type is included in the Retail in-store operations plugin.") | Allows store teams to report and track in-store operational work---routine or cyclical---so execution is documented and monitored. | Retail In-store Operations plugin |
| [HQ Communications Case](https://www.servicenow.com/docs/mRQLoW30szt3vuT3AtiNvQ "The HQ communications case enables effective coordination between HQ teams. It facilitates the execution of assigned work and allows HQ teams to monitor progress. This case type is included in the Retail HQ operations plugin.") | Coordinates with store teams by sending communications from HQ and, with the multi-store task plan capability, drives work from HQ to many stores at once. | Retail HQ Operations plugin |
[Table 1. Prebuilt Retail case types]

{#rahi-retail-ootb-case-types__table_ootb_case_types}  
Note:  
As of the Zurich Q3 '25 store release, the Retail Case (`sn_retail_case`) table is abstract. Cases must be created in a case type extension, not directly in the base table.
**Related concepts**   

* [Extending the Retail base case](https://www.servicenow.com/docs/a5LE4Ser8VZmGs2~nD~PKg "Extend the Retail Case (sn_retail_case) base case to create custom case types that take advantage of prebuilt roles, business rules, workflows, and the Retail data model rather than creating them manually.")
* [Service definitions in Retail](https://www.servicenow.com/docs/W_hbAl2CmFWuZBb4LyhgYw "A service definition describes a service that a retail organization offers to support its stores or customers. Service definitions build on case types to encapsulate different types of request and fulfillment processes within a single case type, without creating a new table for every variation.")