--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined Retail applications release notes for upgrades from Yokohama to Zurich # Combined Retail applications release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Yokohama to Zurich This document consolidates all release notes relevant to upgrading ServiceNow Retail applications from the Yokohama release to the Zurich release. It provides essential information on changes, new features, deprecations, and upgrade instructions to help customers prepare and execute the upgrade smoothly. The Retail applications are available for installation via the ServiceNow Store. Show full answer Show less ## Key Upgrade Information * **Abstract Retail Base Case:** Starting with the Zurich release, the retail base case has been made abstract. This means the base retail case table can no longer be used directly to create or update cases after upgrading. * **Use Specialized Case Types:** Instead of the base retail case, customers must use or extend specialized case types such as: * Store Inquiry * Retail Customer Complaint * In-store Operations * HQ Communications * For detailed impact and guidance, customers should refer to the ServiceNow Knowledge Base article KB2216547 on Retail case table updates. ## New Features and Changes Between Yokohama and Zurich releases, there were no updates, changes, removals, or deprecations to existing Retail application features recorded, except for the structural change to the retail base case usage as noted above. ## Activation and Installation * Retail applications must be installed by requesting them from the ServiceNow Store. * Customers can view available Retail apps and submit installation requests via the ServiceNow Store website. * For comprehensive version history and cumulative release notes, customers should consult the ServiceNow Store version history documentation. ## Accessibility and User Experience Enhancements * The Zurich release introduces the new Coral theme, which includes a dark theme option for both web and mobile interfaces. This improves readability and helps reduce eye strain. ## Highlighted Functional Enhancements * **Store Inquiry AI Agent:** Supports retail store support agents by providing clear, traceable answers, flagging uncertain cases for human review, and offering tailored suggestions that improve with case resolutions. * **Retail Mobile Application:** Simplifies frontline staff access to information, enabling faster and more accurate responses. * **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:** Provides an intuitive request and support system to bridge communication between stores and headquarters. ## Additional Information There are no new browser requirements, localization changes, or additional prerequisites introduced in the Zurich release. Customers should ensure compliance with the updated case management approach and leverage new case types for improved operational efficiency. Consolidated page of all release notes for Retail applications from Yokohama 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 Yokohama 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]