Exploring Retail Core

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read

    • Whether you're starting or expanding your implementation of the Retail Core application, learn more about the features available to optimize your retail organization.

    Retail Operations Core overview

    The ServiceNow® Retail Core application streamlines operations and optimizes communication within retail organization locations 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 Core helps you accomplish the following:
    • Enable frontline 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 Service Level Agreement (SLA) metrics for store support.

    Retail Core users

    Table 1. Users
    User Description
    Store Associate Store associates perform store tasks, organize the store, are often the first to notice and report issues, and engage with customers.
    Store Manager Store managers manage the store, address issues, or request help from the central operations team if needed. They step in to contact local vendors if issues aren't resolved in time and manage staff and schedules.
    Regional Manager Regional managers 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, oversee multiple regions and stay aware of issues and resolution status across their store hierarchy.
    Central Operations Support Central Operations Support 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, acting as the fulfilling agent for cases routed to them, including those related to security, IT Service Management (ITSM), and Central Customer Support.

    Retail Core workflow

    Figure 1. Retail Core
    Diagram showing a common retail operations workflow.
    Figure 2. Retail Core workflow
    1. The administrator configures the Retail Core application.
    2. The store manager raises a case at a retail location.
    3. A retail case is created.
    4. The store associate investigates the issue and provides a report, documented within the case.
    5. The store manager reviews the investigation report details and then closes the case.

    Retail Core benefits

    Table 2. Retail Operations benefits
    Benefit Feature Users
    Digitize retail organization information and streamline the setup experience. Retail Core data model Admin
    Automate retail operations by enabling support request creation and fulfillment. Retail case Store Associate, Store Manager

    What to explore next

    To learn more about configuring and using Retail Core, see: