Retail release notes
Summarize
Summary of Retail Release Notes - Australia Release
The Australia release of ServiceNow® Retail applications enhances frontline operations and customer experiences by introducing streamlined workflows and improved management tools. These updates empower store staff, HQ support agents, and regional managers to efficiently report equipment issues, manage audits, and execute operational plans across multiple retail locations.
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Key Features
- Break-Fix Workflow: Enables store staff and HQ agents to report, resolve, and track equipment failures through a structured process, improving issue resolution and transparency.
- Standardized Audit Plans: HQ can publish audit plans that automatically generate audit cases and tasks for field auditors, ensuring consistent store evaluations.
- Real-Time Notifications: Integration with Moveworks allows store associates to receive real-time updates on break-fix cases, enhancing communication and responsiveness.
- Smart Store Task Questionnaires: Creation and completion of questionnaires with conditional logic, attachment support, and role-based visibility directly via the Retail mobile app.
- Operational Store Plans: HQ users and regional managers can create, distribute, and monitor comprehensive store plans involving cases and tasks for multiple stores through a guided interface.
- Smart Assessment Templates: Support for conditional logic and role-based visibility in assessments to improve store operations evaluations.
- Retail Mobile App: A tailored mobile experience for store associates and field agents to manage work orders, complete questionnaires, and track tasks on-the-go.
Activation and Installation
The Retail applications are available for installation through the ServiceNow Store. Customers should request installation from the Store to access the new features. For detailed release notes on all related apps, customers can refer to the ServiceNow Store version history.
New Plugins Introduced
- Smart Assessment for CSM: Extends intelligent assessment templates into Customer Service Management workflows with conditional logic and attachment support.
- Smart Assessment for Field Service: Integrates Smart Assessment templates into Field Service Management work order tasks, enabling structured assessments within task workflows.
- Retail Mobile: Provides a mobile agent experience customized for retail store associates, supporting work order management and task completion from mobile devices.
Related ServiceNow Applications
- Customer Service Management (CSM): Forms the foundation for Retail Core, enabling customer and site support.
- Field Service Management (FSM): Aligns with Retail Core by managing work orders and supporting retail site operations.
The ServiceNow® retail applications streamline frontline operations and customer experiences. Retail applications were enhanced and updated in the Australia release.
Retail highlights for the Australia release
- 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 for more information.
New in the Australia release
This section describes new features and enhancements in this release.
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Create and publish smart assessment templates for store operations with Smart Assessment support for conditional logic and role-based visibility.
- Manage store plans
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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.
Activation information
Install the Retail applications by requesting them from the ServiceNow Store. Visit the ServiceNow Store 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.
Plugin information
- New plugins
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The following plugins are new in Australia:
- Smart Assessment for CSM (com.sn_smart_ast_cs): Extends Smart Assessment Engine capabilities into Customer Service Management, enabling the creation and use of intelligent assessment templates within CSM workflows. Supports conditional question logic, role-based response visibility, and attachment handling for customer service scenarios.
- Smart Assessment for Field Service (com.snc.fsm_smart_asmt_questionnaire): Bridges Field Service Management and Smart Assessment by enabling questionnaires to be embedded directly into work order tasks via task plan templates. Allows administrators to associate Smart Assessment templates with FSM playbook activities, so field agents can complete structured assessments as part of their task workflow.
- Retail Mobile (com.sn_retail_mobile): Delivers the Now Mobile Agent experience tailored for retail store associates and field agents. Enables store teams to manage work orders, complete questionnaires, and track in-store operations tasks from a mobile device, supporting both online and on-the-go retail workflows.