Retail Core release notes

  • Release version: Store
  • Updated July 9, 2026
  • 3 minutes to read
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    Summary of Retail Core release notes

    The Retail Core application on the ServiceNow Store is designed to empower retail organizations by enhancing employee experience, streamlining store operations, and improving communication between store locations and headquarters (HQ). It enables automation of tasks, efficient case management, and access to key retail data, all aimed at boosting staff productivity and delivering superior customer service.

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    Key Features

    • Employee Experience Enhancements: New install base menu options allow employees to view affected devices directly in the store, improving operational awareness.
    • Accessibility Improvements: WCAG 2.2AA compliance implemented, including 400% zoom and reflow support across all Retail Core screens, ensuring usability for all users.
    • HQ Task Management: Capabilities to track and fulfill HQ tasks within cases and workspaces, promoting better task visibility and completion.
    • Role and Access Control Improvements: Introduction of new admin role (retailadmin) with CRUD access to Retail Organizations, and comprehensive role inheritance and ACL reviews aligned to subscription models.
    • Store Planning and Task Management: Support for building store plans using task plan templates and planned work management, facilitating structured operational planning.
    • AI-Powered Assistance: The Store Inquiry AI agent helps HQ teams by intelligently searching knowledge bases, past cases, and attached documents to provide policy-compliant responses and suggest resolution steps, continuously learning to improve accuracy.
    • Retail Service Portal: Includes menus for catalog, knowledge, cases, tasks, and store 360 data views, along with KPI widgets tailored by persona to monitor performance and operational details.
    • Case Management Enhancements: Retail case table made abstract to support multiple use case-specific extensions; new roles for store fulfillers introduced; ability to escalate and de-escalate cases added.
    • Integration and API Support: Enabled support for now-sdk APIs and bi-directional references between Retail Organization and Service Organization tables for improved data linkage.

    Key Outcomes

    • Improved operational efficiency and task management through advanced planning and workspace capabilities.
    • Enhanced accessibility compliance ensuring the platform is usable by all employees, including those requiring assistive technologies.
    • Stronger security and role management aligning with subscription models and organizational needs.
    • Accelerated issue resolution and decision-making via AI-driven support that reduces manual effort and improves response quality.
    • Better communication and visibility between store locations and HQ, delivering a unified customer experience and supporting frontline staff.

    Version history for the Retail Core on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 7.4.0 - July 2026
    • New: Enhanced employee experience by enabling install base menu option to view Affected devices (install base items) in the store.
    • Changed: Support for now-sdk APIs is enabled.
    Version 7.3.0 - June 2026
    • Fixed:
      • Implemented WCAG 2.2AA compliance including 400% zoom and reflow support across Retail Core screens.
      • Completed OOTB Role Inheritance and ACL Review for Subscription Alignment.
    Version 6.5.0 - June 2026 (Zurich)
    • Fixed:
      • Implemented WCAG 2.2AA compliance including 400% zoom and reflow support across Retail Core screens.
      • Completed out-of-the-box role inheritance and ACL review for subscription alignment.
    Version 6.4.0 - May 2026 (Zurich)
    • New:
      • Added capability to track the status of HQ tasks within each HQ case
      • Added capability to fulfil HQ tasks on the workspace
    Version 7.2.0 - May 2026
    • New:
      • Added capability to track the status of HQ tasks within each HQ case
      • Added capability to fulfill HQ tasks on the workspace
    Version 7.0.0 - March 2026 (Australia)
    • New:
      • Introduced a new admin role,retail_admin, which provides CRUD access to the Retail Organization.
      • Added support to build store plans using task plan templates and planned work management.
    Version 6.2.0 - March 2026 (Zurich)
    New: Added support to build store plans using task plan templates and planned work management.
    Version 5.4.0 - December 2025
    • Now Assist for Retail Service Management (RSM) highlights for the Zurich release
      • The Store Inquiry AI agent enables retail HQ teams by:
        • Intelligently searching knowledge base articles, past cases, and attached documents to provide clear, policy-compliant responses.
        • Sharing resolution steps and prompting agents to accept, edit, or reject AI-suggested solutions, reducing manual effort and improving decision-making speed.
        • Learning continuously from resolved queries to deliver more accurate and relevant suggestions over time.
    Version 5.2.0 - August 2025
    Changed: Retail case made abstract: The Retail Case (sn_retail_case) is an abstract table. It would serve as a parent table that provides a common structure and functionality to multiple child tables. It will not be meant to store records directly but act as a template for inheritance. Multiple use case-oriented extensions will be drawn from this table which could then be used to store retail case records. Please refrain from creating any records, workflows in this table and use table extensions for your use cases.
    Version 5.1.0 - August 2025 (Yokohama)
    Changed: Retail case made abstract: The Retail Case (sn_retail_case) is an abstract table. It would serve as a parent table that provides a common structure and functionality to multiple child tables. It will not be meant to store records directly but act as a template for inheritance. Multiple use case-oriented extensions will be drawn from this table which could then be used to store retail case records. Please refrain from creating any records, workflows in this table and use table extensions for your use cases.
    Version 4.0.0 - February 2025
    • New:
      • Added retail service portal to the retail core with menus such as catalog, Knowledge, cases and tasks, and more information.
      • Knowledge base articles, quicks links and the most popular articles are added as the demo data.
      • Retail standard ticket widget is added to work on the case actions.
      • KPI widgets are added to show the scores, based on the persona the reports varies.
      • Store info contains store 360 data view to look at the store level details like cases, tasks, members, child retail organizations.
    • Changed:
      • The role sn_retail.report_viewer has been added to the following roles (sn_retail.sn_retail.associate_contributor, sn_retail.associate_fulfiller, sn_retail.manager_contributor and sn_retail.manager_fulfiller ).
    Version 3.0.0 - November 2024
    • New:
      • Added two new roles: Store Associate - Fulfiller and Store Manager - Fulfiller.
      • Added Tasks related list to retail cases.
      • Added ability to escalate or de-escalate retail cases.
    • Changed: The Retail Organization table now has a bi-directional reference to Service Organization. The "Restrict SO update" business rule has been added to accomplish this.
    Version 2.0.0 - August 2024
    The ServiceNow Retail Operations application empowers frontline managers and associates to seamlessly manage day-to-day store operations by automating tasks, resolving issues quickly with self-service, and freeing up time to better serve customers. It enables seamless two-way communication and visibility between stores and HQ, thus delivering a great customer experience while enhancing staff productivity and reducing costs.