--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Retail release notes for upgrades from Zurich to Brazil # Combined Retail release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Release Notes for Upgrades from Zurich to Brazil This consolidated release notes page assists ServiceNow customers in preparing for an upgrade of the Retail application from the Zurich release family through Australia to the Brazil release family. It summarizes new features, changes, and important upgrade information relevant to Retail across these releases, with a focus on enhancements introduced in the Australia and Brazil releases. The notes also include activation guidance and integration details with complementary ServiceNow applications like Customer Service Management (CSM) and Field Service Management (FSM). Show full answer Show less ## New Features * **Australia Release:** Introduced smart assessment templates for store operations with conditional logic and role-based visibility, enabling tailored store audits and operational questionnaires. * **Store Plans:** Empower HQ and regional managers to create operational plans, schedule recurring tasks, and track fulfillment through the Retail mobile app, enhancing task management efficiency. * **Brazil Release:** * **SPM-RO Better Together:** Integrates Customer Service Management and Strategic Portfolio Management project data within Retail, allowing store personas to view and manage store opening, closing, renovation, and relocation projects directly in the Retail Service Portal and mobile app. Project visibility and permissions are controlled by CSM/SPM access layers. * **Track Plan Dashboard:** Provides a single-view progress tracker for store plans showing case status summaries and detailed navigation of cases and tasks, adaptable to various plan types. * **Retail MCP Server:** Enables store staff to interact with their AI assistant (e.g., ServiceNow Otto, Now Assist) for raising, tracking, and updating break-fix and store inquiry cases without switching portals. The MCP Server respects existing access controls and simplifies assistant integration by centralizing server registration. ## Changes * In Brazil, new cases created from store plans or store audit plans now populate the **Template item** column instead of the **Origin** field. Customers with custom implementations relying on the Origin field for template identification will need to update their configurations accordingly. ## Activation Information Retail applications must be installed by requesting them from the ServiceNow Store. The store provides access to all available Retail apps and cumulative release notes. Retail availability through the ServiceNow Store remains consistent from Australia through Brazil releases. ## Integration with ServiceNow Applications * **Customer Service Management (CSM):** Forms the foundation for Retail Core, enabling support to customers and retail sites. * **Field Service Management (FSM):** Aligns with Retail Core by providing work order capabilities for retail locations to manage field service tasks effectively. ## Practical Implications for ServiceNow Customers * Upgrade preparation includes reviewing pre- and post-upgrade tasks to ensure smooth transition to Brazil release. * Enhanced store operational planning and task management through mobile and portal interfaces improve store efficiency and visibility. * Integration of project management data within Retail allows store teams to manage store lifecycle projects without switching applications. * AI assistant integration via MCP Server streamlines case management workflows for store staff. * Customers with customizations related to case template identification must update their implementations due to changes in case field usage. * Retail app installation and activation require requests via the ServiceNow Store, consistent with prior releases. Consolidated page of all release notes for Retail from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Retail release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Brazil. 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 to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-retail-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Retail. {#dfrn3-retail-summary__entry__10} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | This section describes new features and enhancements in this release. [\[Placeholder link text to key rahi-retail-smart-assessment-questionnaires\]](https://www.servicenow.com/docs/access?context=rahi-retail-smart-assessment-questionnaires&family=australia&ft:locale=en-US) : Create and publish smart assessment templates for store operations with Smart Assessment support for conditional logic and role-based visibility. [Manage store plans](https://www.servicenow.com/docs/access?context=rahi-retail-manage-store-plans&family=australia&ft:locale=en-US) : Store plans provide new capabilities for HQ and regional managers to create operational plans, schedule recurring tasks, and fulfill the tasks through the Retail mobile application. | | Brazil | SPM-RO Better Together : SPM-RO Better Together surfaces Customer Service Management and Strategic Portfolio Management project data inside Retail. Store personas can browse the store opening, closing, renovation, and relocation (OCRR) projects for their store, drill into individual project tasks, and assign, take, or close those tasks. The experience is available in the Retail Service Portal and in Retail Mobile. It is a consumption layer over the CSM/SPM project tables --- Retail adds no tables, roles, or access control rules of its own, and project visibility remains governed by the CSM/SPM access control layer. Track Plan dashboard : Track the progress of a store plan in a single view from the Track Plan tab of a plan. The plan progress summary shows the percentage of store cases closed and the number of open, overdue, closed, and all store cases for the selected occurrence, and you can filter the summary by occurrence. Select a metric to open the matching list of cases. The hierarchical list view provides a navigation tree of the cases and tasks in a plan, with Open, Overdue, Closed, and All tabs. The tree is plan-type agnostic and adapts to current and future plan types, including the plan types that you configure. The plan progress summary applies to the base-system HQ Communications and Store Audit plan types. Plan types with custom configurations or custom case or task states might require additional configuration. [Retail MCP Server](https://www.servicenow.com/docs/access?context=rahi-retail-mcp-server-overview&family=brazil&ft:locale=en-US) : The Retail MCP Server exposes Retail Service Management capabilities as Model Context Protocol (MCP) tools, so store staff can work with their AI assistant instead of switching to the portal. The assistant finds the user's store and its devices, then raises, tracks, and updates break-fix and store inquiry cases on the user's behalf.Each tool runs as the calling user and returns only records that the user can already read in the platform. MCP-compatible clients such as ServiceNow Otto, Now Assist, and Claude discover and connect to a single registered server, so future retail tools become available to the assistant without any new server setup. For setup steps, see [Set up the Retail MCP Server](https://www.servicenow.com/docs/access?context=rahi-retail-mcp-server-set-up&family=brazil&ft:locale=en-US). | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Retail features. {#dfrn3-retail-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | Template item column for store plan cases : New cases that are created from a store plan or a store audit plan will populate the Template item column, while the Origin field will no longer be populated for newly created cases. Note: If you have a custom implementation that relies on the Origin field to determine the template item that a case was created from, those use cases will need to be updated accordingly. | [ ] ## Removed Between your current release family and Brazil, some Retail features or functionality were removed. {#dfrn3-retail-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Retail features or functionality were deprecated. {#dfrn3-retail-summary__entry__34} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Retail. {#dfrn3-retail-summary__entry__42} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | 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) 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=australia&ft:locale=en-US). Important: Retail is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | 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) 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=brazil&ft:locale=en-US). Important: Retail is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Retail we have noted them here. {#dfrn3-retail-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Retail we have noted them here. {#dfrn3-retail-summary__entry__58} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Retail, such as specific requirements or compliance levels. {#dfrn3-retail-summary__entry__66} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Retail we have noted them here. {#dfrn3-retail-summary__entry__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Retail we have noted them here. {#dfrn3-retail-summary__entry__82} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | * Enable store staff and HQ support agents to report, resolve, and track equipment failures through a structured break-fix workflow. * Enable HQ to publish standardized audit plans that automatically generate store audit cases and tasks for field auditors. * Enable Moveworks to notify store associates in real time when a break-fix case is assigned, resolved, or needs more information. * Enable HQ to create and distribute standardized questionnaires with stores to capture audit results and operational insights. * Build smart store task questionnaires for Retail with conditional logic, attachment support, and role-based response visibility. * Complete store task questionnaires for Retail directly from the Retail mobile app. * Enables real-time tracking and monitoring of published store plans with visibility from overall plan status to individual store tasks. * Enable HQ users and regional managers to create operational store plans involving cases and tasks for multiple stores through a guided, streamlined user experience. See [Retail](https://www.servicenow.com/docs/access?context=rahi-retail-operations-overview&family=australia&ft:locale=en-US) for more information. | | Brazil | * Enable HQ users and regional managers to create operational store plans involving cases and tasks for multiple stores through a guided, streamlined user experience. * Schedule and manage recurring tasks such as daily store opening procedures with parent cases for store-level tracking. * Fulfillment of store case and task for regional managers and store teams through Retail mobile app. * Let store associates and managers view and act on the Strategic Portfolio Management project work behind a store opening, closing, renovation, or relocation, without leaving the Retail application. * Let store staff raise, track, and update break-fix and store inquiry cases from their AI assistant using the Retail MCP Server. See [Retail](https://www.servicenow.com/docs/access?context=rahi-retail-operations-overview&family=brazil&ft:locale=en-US) for more information. [Customer Service Management](https://www.servicenow.com/docs/access?context=c_CustomerServiceManagement&family=brazil&ft:locale=en-US) : The ServiceNow ® Customer Service Management (CSM) application provides the foundation for the Retail Core application. Leverage the functionality of CSM applications to provide support to customers as well as retail sites. [Field Service Management](https://www.servicenow.com/docs/access?context=fsm-application-landing-page&family=brazil&ft:locale=en-US) : The ServiceNow ® Field Service Management application aligns with Retail Core by providing capabilities such as work orders for use by each retail location that uses the Retail Core application. | [ ]