Combined Retail applications release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 4 minutes to read
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    Summary of Combined Retail Applications Release Notes for Upgrades from Yokohama to Zurich

    This consolidated release notes page assists ServiceNow customers upgrading their Retail applications from the Yokohama to the Zurich release. It summarizes new features, important changes, and upgrade considerations to ensure a smooth transition and maximize the value of Retail application capabilities in Zurich.

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    Key Features

    • Retail Base Case Made Abstract: Starting with Zurich, the retail base case configuration is now abstract, meaning you cannot create or update cases directly in the base case table after upgrading. Instead, use the specialized case types provided or extend your own. The main case types to use are:
      • Store Inquiry
      • Retail Customer Complaint
      • In-store Operations
      • HQ Communications
    • Retail Mobile Application: Available since Yokohama, this app allows store managers and associates to manage operations and access key tools on the go, boosting productivity and response times.
    • Specialized Case Types: Zurich introduces or continues key case types for better operational workflows:
      • Customer Complaint Case: Enables efficient capture and resolution of store-related customer complaints.
      • Store Inquiry Case: Streamlines communication from stores to HQ with a defined workflow for faster issue resolution.
      • In-store Operations Case: Standardizes issue reporting, task assignments, and tracking for in-store problems, reducing resolution time.
      • HQ Communications Case: Facilitates coordination of large-scale actions across multiple stores, acting as a parent case for in-store operations.
    • AI-Enabled Store Inquiry Agent: The Store Inquiry AI agent helps retail support staff quickly find accurate answers, flags uncertain cases for human review, and offers tailored suggestions that improve with each resolved inquiry.

    Important Upgrade Information

    • Review and complete pre- and post-upgrade tasks carefully to handle the transition to abstract retail base cases and new workflows.
    • Refer to the Now Support Knowledge Base article Retail case table updates [KB2216547] for detailed impact analysis and guidance regarding case table changes.
    • Activate Retail applications in Zurich by requesting them from the ServiceNow Store.

    Additional Notes

    • No changes, removals, or deprecations were reported for Retail applications between Yokohama and Zurich aside from the abstract base case change.
    • No new browser, localization, or accessibility requirements were introduced.

    What to Expect

    With the Zurich release, ServiceNow Retail customers can expect improved case management through specialized case types, enhanced mobile capabilities for frontline staff, and AI-powered support tools for faster, more accurate store-HQ collaboration. These enhancements streamline operations, reduce resolution times, and improve customer service effectiveness across retail environments.

    Consolidated page of all release notes for Retail applications from Yokohama to Zurich.

    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 Yokohama to Zurich.

    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 Zurich

    Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich
    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] article in the Now Support Knowledge Base.

    New features

    Between your current release family and Zurich, new features were introduced for Retail applications.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich
    Note:
    The new Retail Mobile application and the new case types are available in the Yokohama release.
    Retail mobile application Retail Mobile application
    As a store manager or a store associate, boost productivity by managing operations and accessing key tools on the go with the Retail Mobile application.
    Customer complaint case Customer complaint
    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.
    Store inquiry case Store inquiry
    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 caseIn-store operations
    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 task assignments and tracking, reducing the time to resolution.
    HQ communications case HQ communications
    Initiate and coordinate large-scale actions across multiple stores with the HQ communications case type in the Retail HQ operations plugin. Using this case type as a parent case for in-store operations simplifies coordination efforts.

    Changes

    Between your current release family and Zurich, some changes were made to existing Retail applications features.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Retail applications features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Retail applications features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Retail applications.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    Install the Retail applications by requesting them from the ServiceNow Store.

    Additional requirements

    If any additional requirements were introduced or changed for Retail applications we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Retail applications we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Retail applications, such as specific requirements or compliance levels.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    Localization information

    If there are specific localization considerations for Retail applications we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Retail applications we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    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 for more information.