--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Retail applications release notes for upgrades from Xanadu to Zurich # Combined Retail applications release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Retail Applications Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive view of the Retail applications updates from the Xanadu through Zurich releases. It is designed to help you prepare for upgrading your Retail applications by summarizing key changes, new features, and important upgrade information across these releases. Show full answer Show less Notably, there are no updates, changes, removals, or deprecations reported for the Retail applications in the Xanadu and Yokohama releases. The Zurich release introduces significant structural changes related to case management and highlights new Retail capabilities. ## Important Upgrade Information * The Retail base case has been made abstract starting with the Zurich release, meaning the base case table can no longer be used directly to create or update cases after upgrading. * Customers should switch to specialized case types such as **Store Inquiry** , **Retail Customer Complaint** , **In-store Operations** , and **HQ Communications**. * You can also extend your own custom case types based on the abstract base case. * For detailed guidance on this change, refer to the ServiceNow Knowledge Base article KB2216547. ## Activation and Installation Retail applications are available for installation via the ServiceNow Store. To activate Retail apps, submit a request through the ServiceNow Store website. The store also provides version history and cumulative release notes for all Retail-related apps. ## New Features in Zurich * **Store Inquiry AI Agent:** Assists retail store support agents by providing clear, traceable answers, flagging uncertain cases for human review, and offering tailored suggestions that improve with use. * **Retail Mobile Application:** Enhances frontline staff access to information, enabling faster response times and improved accuracy. * **HQ Communications Case Type:** Facilitates initiation and coordination of large-scale actions across multiple stores. * **Retail In-store Operations Case Type:** Standardizes reporting, tracking, and resolution of in-store issues. * **Retail Customer Complaint Case Type:** Enables quick and accurate resolution of customer complaints. * **Store Inquiry Case Type:** Bridges communication between stores and headquarters through an intuitive request and support system. ## Accessibility and User Experience The new Coral theme introduced in Zurich includes a dark theme option for both web and mobile experiences, designed to reduce eye strain and improve readability for users. ## Additional Notes * No additional requirements or browser-specific changes were introduced in these releases for Retail applications. * There are no localization updates noted. * No features or functionalities were removed or deprecated in these releases. This release aims to improve Retail application usability, case management flexibility, and frontline support efficiency, helping ServiceNow customers deliver enhanced retail support and operations. Consolidated page of all release notes for Retail applications from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Retail applications release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Retail applications to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-retailapplications-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Upgrade information : Starting with this release onwards, the retail base case has been made abstract. (An abstract case or abstract case type is a base configuration of a case that is intended to be extended by specialized case types rather than used directly.) After upgrading to the Zurich release and for any version updates beginning with the Yokohama release, if you are using the retail base case table you will no longer be able to create new cases or update existing cases. Use the following case types instead: * Store Inquiry * Retail Customer Complaint * In-store Operations * HQ Communications You can also extend your own case types. For more information on these changes, see the [Impact analysis and guidance: Retail case table updates \[KB2216547\]](https://support.servicenow.com/nav_to.do?uri=/kb_knowledge.do?sys_id=a312916e978aa650f03d739c1253af88&sysparm_view=&sysparm_domain=null&sysparm_domain_scope=null) article in the Now Support Knowledge Base. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Retail applications. {#dfrn3-retailapplications-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Retail applications features. {#dfrn3-retailapplications-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some Retail applications features or functionality were removed. {#dfrn3-retailapplications-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Retail applications features or functionality were deprecated. {#dfrn3-retailapplications-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Retail applications. {#dfrn3-retailapplications-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install the Retail applications by requesting them from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Retail applications are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Retail applications we have noted them here. {#dfrn3-retailapplications-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Retail applications we have noted them here. {#dfrn3-retailapplications-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Retail applications, such as specific requirements or compliance levels. {#dfrn3-retailapplications-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | [ ] ## Localization information If there are specific localization considerations for Retail applications we have noted them here. {#dfrn3-retailapplications-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Retail applications we have noted them here. {#dfrn3-retailapplications-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | * Use the store inquiry AI agent to help retail store support agents quickly find clear, traceable answers, flag uncertain cases for human review, and benefit from tailored suggestions that improve with every resolved inquiry. * Simplify frontline staff access for faster response times and improved accuracy with the Retail Mobile application. * Initiate and coordinate large-scale actions across multiple stores with the HQ Communications case type. * Standardize the reporting, tracking, and resolution of in-store issues with the Retail In-store Operations case type. * Resolve customer complaints quickly and accurately with the Retail Customer Complaint case type. * Bridge the gap between stores and HQ with an intuitive request and support system using the Store Inquiry case type for stores. See [Retail](https://www.servicenow.com/docs/access?context=rahi-retail-operations-overview&family=zurich&ft:locale=en-US) for more information. | [ ]