Components installed with Retail core overview
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Summary of Components installed with Retail core overview
When you activate the Retail Core application in ServiceNow, a variety of essential components are installed to support retail operations. These include tables for data storage, predefined user roles tailored for retail case management, business rules to enforce organizational logic, related party configurations, and supporting plugins to extend functionality.
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Tables Installed
The primary table installed is the Retail Task (snretailtask) table, which stores detailed information about retail-related tasks, such as task subject, description, requester, due date, priority, and assigned user. This enables efficient tracking and management of retail tasks.
User Roles
Retail Core installs several base roles designed to manage retail cases at various organizational levels:
- Associate Contributor: Create, review, and comment on retail cases within the user's location.
- Associate Fulfiller: Create, update, and resolve retail cases at the user's location.
- Support Agent: Manage retail cases across organizations at the system level.
- Manager Contributor: Review and monitor retail cases for the user’s location and hierarchy.
- Manager Fulfiller: Update and resolve retail cases for the user’s location and hierarchy.
These roles are integrated with customer service roles and permissions, ensuring alignment with organizational structures and responsibilities.
Related Party Configurations
Configurations are provided to map responsibilities and roles to specific retail locations and hierarchical positions, such as Store Associate, Store Manager, Area Manager, and Regional Manager, with corresponding contributor and fulfiller roles. This facilitates role-based access and task assignment within retail locations.
Plugins Installed
- Business Organization [com.snc.businesslocation]: Supports the service model for corporations engaging customers through physical channels like stores and branches.
- Customer Service [com.sncustomerservice]: Enables multi-channel customer support with case tracking and resolution handled by customer service agents.
- CIWF UI Components (snciwfuicmpnt): Provides common UI themes, widgets, and code artifacts for customer and industry workflow applications.
Business Rules
Several business rules are installed to automate and enforce retail processes:
- Add manager member for retail org: Automatically assigns the manager role to users added as managers in retail organizations.
- Restrict SO update: Prevents unauthorized updates to the Organization Core field in the Retail Organization table.
- Hide multistore child cases: Filters out retail cases based on the state of their parent cases to streamline case visibility.
Practical Benefits for ServiceNow Customers
Activating Retail Core equips your ServiceNow instance with structured data storage for retail tasks, role-based access control aligned with retail organizational hierarchies, and automated business rules that maintain data integrity and streamline case management. The integrated plugins extend customer service capabilities and support physical retail operations, enabling your teams to manage retail cases efficiently and maintain clear accountability across locations.
Several types of components such as tables, user roles, and business rule are installed when you activate the Retail Core.
Tables installed with Retail Core
| Table name | Description |
|---|---|
| Retail Task sn_retail_task |
Stores information about the task details. |
Base roles installed with Retail Core
For information on configuring these roles for retail, see Assign roles to Retail users.
| Role | Description | Contains roles |
|---|---|---|
| sn_retail.associate_contributor | Create, review, and comment on retail cases for the location in which the user is associated. |
|
|
sn_retail.associate_fulfiller |
Creates, updates, and resolves retail cases associated with the location in which the user is associated. |
|
| sn_retail.support_agent | Creates, updates, resolves, and tracks retail cases across organizations at the system level. |
|
| sn_retail.manager_contributor | Creates, reviews, and monitors all retail cases for the location and hierarchy for the location in which the user is associated. |
|
| sn_retail.manager_fulfiller | Creates, updates, and resolves retail cases for the location and hierarchy in which the user is associated. |
|
Related Party Configurations installed with Retail Core
| Name | Default responsibility |
|---|---|
| Store Associate | Location Contributor |
| Store Associate - Fulfiller | Location Agent |
| Store Manager | Location Manager Contributor |
| Store Manager - Fulfiller | Location Manager Fulfiller |
| Area Manager | Location Manager Contributor |
| Area manager - Fulfiller | Location Manager - Fulfiller |
| Regional Manager | Location Manager Contributor |
| Regional manager - Fulfiller | Location Manager - Fulfiller |
Plugins installed with Retail Core
| Name | Description |
|---|---|
|
Business Organization [com.snc.business_location] |
This plugin supports the Service Model Foundation, where the corporation does business with customers through physical channels such as stores and branches. For more information, see . |
|
Customer Service [com.sn_customerservice] |
The Customer Service Management application enables you to provide service and support for your external customers using several communication channels, such as email, web, and telephone. A case is created to track the issue reported or service requested and assigned to groups or agents. Customer service agents in your organization work on the cases and resolve issues. For more information, see . |
|
CIWF UI Components (sn_ciwf_ui_cmpnt) |
Includes common themes, widgets, and code artifacts for customer and industry workflow applications. |
Table installed with Retail task
| Field | Example |
|---|---|
| Name | RT00001 |
| Subject | HQ creating a task to verify store tasks |
| Description | Verify if stores have completed tasks as per instructions |
| Requested by | HQ Agent |
| Due date | 1 week from now (date/time) |
| Priority | Critical/High/Medium/Low |
| Assigned to | HQ Agent |
Business rules installed with Retail Core
| Business rule | Table | Rule criteria | Description |
|---|---|---|---|
| Add manager member for retail org | sn_customer_service_organization | After update or insert | Assigns the sn_retail.manager role to the user added as a manager in a retail organization. |
| Restrict SO update | sn_retail_organization | Before update | Restricts the user from updating the Organization Core field in the Retail Organization [sn_retail_organization] table. |
| Hide multistore child cases | sn_retail_case | Before Query | Filters retail cases whose parent's child case creation state is either none or Completed successfully. |