--- 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 --- # Explore # Exploring Retail {#ariaid-title1} Release version: Australia Updated March 12, 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 Exploring Retail The Retail application in ServiceNow streamlines operations and enhances communication within retail organizations and between stores and headquarters (HQ). It builds on Customer Service Management and Field Service Management functionalities to optimize workflows, improve coordination, and support both frontline and backend retail operations. This application enables frontline employees and managers to report store issues, reduces call center volume and truck rolls, improves visibility into store performance, and facilitates task assignments from HQ to multiple retail locations. Show full answer Show less ## User Roles * **Store Associate:** Performs store tasks, organizes the store, reports issues, and interacts with customers. * **Store Manager:** Manages the store, addresses issues, contacts vendors if needed, and manages staff and schedules. * **Regional Manager:** Oversees multiple retail locations and monitors issue resolution across stores. * **Area Manager:** Oversees multiple regions and tracks issue resolution across their store hierarchy. * **Central Operations Support (HQ):** Handles store questions, resolves issues, coordinates with field staff and vendors, creates tasks and standard operating procedures, and manages cases related to security, ITSM, and customer support. ## Retail Workflow and Case Types Retail workflows use specialized case types to manage store-level and HQ-driven tasks with dedicated tables, workflows, and user interfaces. Key case types include: * **HQ Communications Case:** Coordinates large-scale actions across multiple stores. * **Store Inquiry Case:** Manages store-to-HQ communication and resolution workflows. * **In-Store Operations Case:** Standardizes reporting, tracking, and resolution of in-store issues, enabling quicker assignments and resolutions. * **Customer Complaint Case:** Captures and manages customer complaints efficiently to ensure prompt service resolution. ## Retail Data Model The Retail data model supports the creation and management of retail organizations with specific attributes and provides a unified framework for cases and tasks, enabling streamlined retail workflows. Key components include: * **Retail Organization Data Model:** Defines retail-specific organizational structures and attributes. * **Retail Unified Case and Task Data Model:** Supports consistent handling of retail cases and tasks. * **Retail Task:** Represents operational activities ensuring store functionality, customer satisfaction, and compliance. * **In-Store Operations Task:** Supports daily store activities linked to store-level cases, executed by store associates or managers. ## Additional Retail Features * **Retail Portal:** Provides a self-service interface for case management and performance metric visibility. * **Retail Mobile Application:** Offers a tailored mobile experience for frontline teams to manage store activities and resolve issues in real time on Android and iOS devices. * **Retail Store Plan:** Centralizes scheduling and management of operational work across multiple stores, improving visibility and execution. * **Retail Store Audit Operations:** Enables publishing of audit plans that generate audit cases and tasks for field auditors across stores. * **Break-Fix Case Management:** Facilitates structured reporting and resolution of hardware and IT issues involving store staff, HQ support, and field technicians. * **ServiceNow Otto for Retail Service Management:** An AI-powered assistant that helps HQ agents efficiently manage and resolve store inquiries and service requests. ## Next Steps ServiceNow customers looking to implement or expand Retail can explore configuration guides and tools for managing customer complaints, store inquiries, and tracking cases and tasks via the Retail portal. These resources support efficient retail operations and enhanced collaboration between store teams and headquarters. Whether you're starting or expanding your implementation of the Retail application, learn more about the features available to optimize your retail organization. ## Retail overview {#rahi-retail-operations-explore__cf-exploring-parent-overview} The Retail applications streamline operations and optimize communication within retail organizations and with headquarters. By building on the existing functionalities of Customer Service Management and Field Service Management, this application optimizes workflows, improves coordination, and supports both frontline and backend operations to run smoothly and efficiently. Retail helps you accomplish the following: * Enable front-line employees and managers to report issues on behalf of the stores they're associated with. * Help reduce calls to the call center, reduce or eliminate truck rolls, and enable store-based case management. * Get better visibility into store performance, which can also drive improvement in metrics for store support. * Streamline task assignment from teams at headquarters(HQ) to multiple retail organizations at once. {#rahi-retail-operations-explore__ul_rwr_jzk_1cc} ## Retail users {#rahi-retail-operations-explore__cf-exploring-parent-users} {#rahi-retail-operations-explore__table_m5d_pp1_qbc__entry__2} | User | Description | |-|-| | Store Associate | Store associates who perform store tasks, organize the store, are often the first to notice and report issues, and engage with customers. | | Store Manager | Store managers who manage the store, address issues, or request help from the central operations team if needed. If issues aren't resolved in time and manage staff and schedules, they step in to contact local vendors. | | Regional Manager | Regional managers who oversee multiple retail locations, staying aware of issues and their resolution status across the area's hierarchy. | | Area Manager | Area managers, also called market managers,who oversee multiple regions and stay aware of issues and resolution status across their store hierarchy. | | Central Operations Support | Central Operations Support or the HQ Operations team who addresses store questions and needs, performs issue resolution, and interfaces with company field staff or third-party vendors in coordination with Store Manager. They're responsible for creating tasks and standard operating procedures. They're acting as the fulfilling agent for cases routed to them, including the cases related to security, IT Service Management (ITSM), and Central Customer Support. | [Table 1. Users] {#rahi-retail-operations-explore__table_m5d_pp1_qbc} For more information on the roles that come with Retail Core, see [.](https://www.servicenow.com/docs/z49yFbn6RROHOp8AkAqKyQ "Several types of components such as tables, user roles, and business rule are installed when you activate the Retail Core.") ## Retail workflow {#rahi-retail-operations-explore__cf-exploring-parent-workflow} Figure 1. Retail Retail case types are designed to address various business needs and streamline workflows for store-level and HQ-driven task management. Each case type is essentially a new case application with its own table, workflows, and UI experience that drives the end-to-end flow from issue to resolution. The case types available are: * [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."): Initiate and coordinate large-scale actions across multiple stores with the HQ communications case type in the Retail HQ operations plugin. * [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."): Streamline the process for contacting HQ for store-to-HQ cases with the store inquiry case type in the Retail Store Services plugin, which provides a clearly defined workflow for resolution at HQ. * [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."): Standardize the reporting, tracking, and resolution of in-store issues with the in-store operations case type in the Retail in-store operations plugin. This case type contributes to structured assignments of store cases and tasks, reducing the time to resolution. * [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."): Help ensure quick and efficient customer service resolutions by capturing store-related complaints from customers using the customer complaint case type in the Retail customer complaint plugin. {#rahi-retail-operations-explore__ul_vsv_mpc_cgc} ## Retail data model {#rahi-retail-operations-explore__cf-exploring-parent-benefits} {#rahi-retail-operations-explore__table_p5d_pp1_qbc__entry__2} | Benefit | Feature | |-|-| | Helps to create and maintain Retail organization and Retail specific attributes on it. | [Retail organization data model](https://www.servicenow.com/docs/fYM7ERJhd39XULxzmBokwQ "Learn about the Retail Core application by viewing the data model and role relationship diagrams. This diagram shows the relationship between the tables and roles within the application.") | | Covers the unified data model of cases and tasks in Retail. It helps in solving the Retail workflows. | [Retail unified case and task data model](https://www.servicenow.com/docs/bEWc2YzjtKbSFYtH4w~7Kg "Learn about the unified retail case and task data model which helps understand the relationships between various case and task tables within retail. These extensions are designed to support distinct operational needs such as managing customer complaints, store inquiries, in-store operations, and HQ communications.") | [Table 2. Retail benefits] {#rahi-retail-operations-explore__table_p5d_pp1_qbc} Retail data model also includes: * Retail task: A retail task is an operational activity in a retail environment that ensures smooth store functioning, customer satisfaction, and compliance. These tasks can be manual or system-generated and are typically part of broader workflows managed by HQ or regional teams. * In-store operations task: In-store operations task is used to support daily in-store activities. These tasks are typically tied to a store-level case and are executed by store associates or managers. {#rahi-retail-operations-explore__ul_vdk_rxh_cgc} ## What to explore next {#rahi-retail-operations-explore__cf-exploring-parent-links} To learn more about configuring and using Retail, see: * [Configuring Retail](https://www.servicenow.com/docs/ybjraZavnvs6olbj4H6L_w "Plan and configure your implementation of Retail.") * [Manage customer complaints](https://www.servicenow.com/docs/MGerI_rh2aLOx6T_wJ23tQ "Manage customer complaints by creating and assigning them to HQ persona.") * [Manage store inquiries](https://www.servicenow.com/docs/hbtqTK8Z8lnnBiX415~JuA "Manage your store inquiry cases by creating, managing, and resolving them by using the retail portal, workspace, or mobile app.") * [Track cases and tasks from the Retail portal](https://www.servicenow.com/docs/GctOjPp068BUl_X_V0caQw "You can track your store inquiry cases from the Retail portal.") * [Retail reference](https://www.servicenow.com/docs/UnMWWIL3MX~P7R_MkJ7wlQ "Reference topics provide additional information about Retail components.") {#rahi-retail-operations-explore__ul_q5d_pp1_qbc} * **[Retail portal](https://www.servicenow.com/docs/gXZpDQedmKB5Ghvysv2mmA)** Retail portal provides an enhanced experience to use self-service tools, view cases, and gain visibility into metrics for your retail organizations. * **[Retail mobile application](https://www.servicenow.com/docs/h2mPc7pQG7jIguYLOAfxQw)** The Retail mobile plugin offers a customized mobile experience for retail operations, enabling frontline teams to manage efficiently store activities and resolve issues on the go. It provides real-time insights into key KPIs, supports issue tracking, and is compatible with both Android and iOS platforms. * **[Retail case types](https://www.servicenow.com/docs/8ahaN2PsGJ1RIz~LkFYhHA)** A case type represents the processes, data, and automation needed to resolve a specific type of retail issue. * **[Retail store plans](https://www.servicenow.com/docs/yCuboWerszq8xRkVqGl8jA)** The Retail store plan provides a centralized way to plan, schedule, and manage operational work across multiple stores, giving HQ and regional teams full visibility while simplifying execution for store teams. * **[Retail Store Audit Operations](https://www.servicenow.com/docs/5LK7S0QSoeABzmCgsv8yXQ)** Retail Store Audit Operations lets Plan Authors publish structured audit plans that automatically generate Store Audit Cases and Audit Tasks for field Auditors to complete across selected store locations. * **[Break-Fix Case Management](https://www.servicenow.com/docs/4F9z7lyjj4P7vL1S~ZNDtw)** Break-Fix Case Management enables store staff to report and resolve hardware and IT failures through a structured workflow involving requestors, HQ support agents, and field service technicians. * **[Explore ServiceNow Otto for Retail Service Management](https://www.servicenow.com/docs/JjtaUi3IDQpwWT7kghYqOw)** ServiceNow Otto for Retail Service Management is an intelligent assistant that helps headquarters support agents efficiently manage and resolve store inquiries and service requests using generative AI.