Retail release notes
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 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.