Prebuilt Retail case types

  • Release version: Australia
  • Updated June 28, 2026
  • 1 minute to read

    • Retail includes four prebuilt case types that extend the retail framework. Each is dependent on its own plugin and is tuned to a common retail scenario, so you can deploy quickly and stay consistent across locations.

    ERD showing the four prebuilt retail case types, their base tables, and associated task tables.

    Table 1. Prebuilt Retail case types
    Case type Purpose Dependent on
    Store Inquiry Case Allows store associates and managers to raise operational questions, information requests, or issues to headquarters for fulfillment. Retail Store Services plugin
    Retail Customer Complaint Case Captures, classifies, routes, resolves, and measures complaints about a store experience—supporting back-office transparency and efficiency. Retail Customer Complaint plugin
    In-Store Operations Case Allows store teams to report and track in-store operational work—routine or cyclical—so execution is documented and monitored. Retail In-store Operations plugin
    HQ Communications Case Coordinates with store teams by sending communications from HQ and, with the multi-store task plan capability, drives work from HQ to many stores at once. Retail HQ Operations plugin
    Note:
    As of the Zurich Q3 '25 store release, the Retail Case (sn_retail_case) table is abstract. Cases must be created in a case type extension, not directly in the base table.