--- 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 applications release notes for upgrades from Zurich to Brazil # Combined Retail applications 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) 4 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 Applications Release Notes for Upgrades from Zurich to Brazil This consolidated release notes page provides essential information for ServiceNow customers upgrading Retail applications from the Zurich release to the Brazil release. It combines cross-family updates including new features, changes, removals, deprecations, activation guidance, and important upgrade considerations. Show full answer Show less ## Important Upgrade Information * Starting with the Zurich release, the retail base case has become abstract. This means the base case configuration is no longer directly usable for creating or updating cases. * After upgrading to Zurich and subsequent versions, customers must use specialized case types instead of the retail base case table. These include: * Store Inquiry * Retail Customer Complaint * In-store Operations * HQ Communications * Customers may also extend their own case types based on this abstract base case. * For detailed guidance, customers should consult the Now Support Knowledge Base article KB2216547 on Retail case table updates. ## Release Updates Between the Zurich and Brazil releases, there were no updates, new features, changes, removals, or deprecations in the Retail applications for the Australia and Brazil releases. The Zurich release introduced the abstract base case change noted above. ## Activation and Installation * Retail applications must be requested and installed from the ServiceNow Store. * Customers can review available apps and request submissions directly via the ServiceNow Store website. * For cumulative release information, the ServiceNow Store version history release notes should be referenced. ## Accessibility and User Experience * The Zurich release introduced a new Coral theme that includes a dark theme option for both web and mobile experiences, designed to improve readability and reduce eye strain. ## Highlighted Features Introduced in Zurich * **Store Inquiry AI Agent:** Supports retail store agents by providing clear, traceable answers and flags uncertain cases for human review. * **Retail Mobile Application:** Simplifies frontline staff access to information for faster response times and improved accuracy. * **HQ Communications Case Type:** Enables initiation and coordination of large-scale actions across multiple stores. * **Retail In-store Operations Case Type:** Standardizes reporting, tracking, and resolution of in-store issues. * **Retail Customer Complaint Case Type:** Facilitates quick and accurate resolution of customer complaints. * **Store Inquiry Case Type:** Bridges communication between stores and headquarters through an intuitive request and support system. Consolidated page of all release notes for Retail applications from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Retail applications 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 applications to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-retailapplications-summary__entry__2} | Release | Release notes | |-|-| | Zurich | Upgrade information : Starting with this release onwards, the retail base case has been made abstract. (An abstract case or abstract case type is a base configuration of a case that is intended to be extended by specialized case types rather than used directly.) After upgrading to the Zurich release and for any version updates beginning with the Yokohama release, if you are using the retail base case table you will no longer be able to create new cases or update existing cases. Use the following case types instead: * Store Inquiry * Retail Customer Complaint * In-store Operations * HQ Communications You can also extend your own case types. For more information on these changes, see the [Impact analysis and guidance: Retail case table updates \[KB2216547\]](https://support.servicenow.com/nav_to.do?uri=/kb_knowledge.do?sys_id=a312916e978aa650f03d739c1253af88&sysparm_view=&sysparm_domain=null&sysparm_domain_scope=null) article in the Now Support Knowledge Base. | | 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 applications. {#dfrn3-retailapplications-summary__entry__10} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Retail applications features. {#dfrn3-retailapplications-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Retail applications features or functionality were removed. {#dfrn3-retailapplications-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 applications features or functionality were deprecated. {#dfrn3-retailapplications-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 applications. {#dfrn3-retailapplications-summary__entry__42} | Release | Release notes | |-|-| | Zurich | 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) website 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=zurich&ft:locale=en-US). Important: Retail applications are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Retail applications we have noted them here. {#dfrn3-retailapplications-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 applications we have noted them here. {#dfrn3-retailapplications-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 applications, such as specific requirements or compliance levels. {#dfrn3-retailapplications-summary__entry__66} | Release | Release notes | |-|-| | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Retail applications we have noted them here. {#dfrn3-retailapplications-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 applications we have noted them here. {#dfrn3-retailapplications-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Use the store inquiry AI agent to help retail store support agents quickly find clear, traceable answers, flag uncertain cases for human review, and benefit from tailored suggestions that improve with every resolved inquiry. * Simplify frontline staff access for faster response times and improved accuracy with the Retail Mobile application. * Initiate and coordinate large-scale actions across multiple stores with the HQ Communications case type. * Standardize the reporting, tracking, and resolution of in-store issues with the Retail In-store Operations case type. * Resolve customer complaints quickly and accurately with the Retail Customer Complaint case type. * Bridge the gap between stores and HQ with an intuitive request and support system using the Store Inquiry case type for stores. See [Retail](https://www.servicenow.com/docs/access?context=rahi-retail-operations-overview&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]