Retail applications release notes
Summarize
Summary of Retail applications release notes - Zurich Release
The ServiceNow® Retail applications enhance operational efficiency at retail locations by providing specialized case types, a mobile application, and improved communication tools. The Zurich release updates and optimizes these retail-specific capabilities, focusing on better support for store staff, streamlined issue resolution, and enhanced coordination between stores and headquarters.
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Key Features
- Store Inquiry AI Agent: Assists retail support agents by providing clear, traceable answers, flagging uncertain cases for human review, and offering tailored suggestions that improve with every resolved inquiry.
- Retail Mobile Application: Enables store managers and associates to manage operations and access key tools on the go, improving response times and accuracy.
- Specialized Case Types:
- Store Inquiry: Facilitates structured communication between stores and headquarters with a defined workflow for case resolution.
- Retail Customer Complaint: Captures and helps resolve customer complaints efficiently and accurately.
- In-store Operations: Standardizes reporting, tracking, and resolution of in-store issues to reduce resolution time through structured task management.
- HQ Communications: Supports initiating and coordinating large-scale actions across multiple stores, simplifying management by serving as a parent case for in-store operations.
- UI Enhancements: Introduction of the Coral theme as the default for new portals and applications, with a brand-neutral look and a new dark theme option to improve readability and reduce eye strain.
- Abstract Retail Base Case: Starting with Zurich, the retail base case is abstract and cannot be used directly. Customers must transition to the specialized case types or create their own extensions.
- Now Assist for Retail Service Management (RSM): A new application introduced in Zurich to help retail personas manage and resolve cases more efficiently.
Activation and Upgrade Guidance
- Retail applications are available for installation via the ServiceNow Store.
- With the Zurich upgrade, customers using the retail base case table must migrate to the new specialized case types: Store Inquiry, Retail Customer Complaint, In-store Operations, or HQ Communications.
- Extending custom case types is supported for tailored retail workflows.
- For detailed upgrade impacts and guidance, customers should consult the ServiceNow Knowledge Base article KB2216547.
Related ServiceNow Applications
- Customer Service Management (CSM): Provides foundational support capabilities leveraged by Retail Core.
- Field Service Management (FSM): Supports retail locations with work order management aligned with Retail Core.
What Customers Can Expect
By adopting the Zurich release enhancements, ServiceNow customers in retail can expect improved operational efficiency through mobile access, AI-assisted support, standardized case management, and better coordination between stores and headquarters. The introduction of an abstract base case promotes use of specialized case types for clearer workflows and easier maintenance. The new Coral theme and dark mode enhance user experience across devices.
The ServiceNow® retail applications optimize operations efficiently at retail locations. Retail applications were enhanced and updated in the Zurich release.
Retail highlights for the Zurich release
- 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 for more information.
Important information for upgrading Retail to Zurich
- 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] article in the Now Support Knowledge Base.
New in the Zurich release
- Retail mobile application Retail Mobile application
- As a store manager or a store associate, boost productivity by managing operations and accessing key tools on the go with the Retail Mobile application.
- Customer complaint case Customer complaint
- Help verify quick and efficient customer service resolutions by capturing store-related complaints from customers using the customer complaint case type in the Retail customer complaint plugin.
- Store inquiry case Store inquiry
- Streamline the process for contacting HQ for store-to-HQ cases with the store inquiry case type in the Retail Store Services plugin, which provides a clearly defined workflow for resolution at HQ.
- In-store operations caseIn-store operations
- Standardize the reporting, tracking, and resolution of in-store issues with the in-store operations case type in the Retail in-store operations plugin. This case type contributes to structured task assignments and tracking, reducing the time to resolution.
- HQ communications case HQ communications
- Initiate and coordinate large-scale actions across multiple stores with the HQ communications case type in the Retail HQ operations plugin. Using this case type as a parent case for in-store operations simplifies coordination efforts.
UI changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Activation information
Install the Retail applications by requesting them from the ServiceNow Store. Visit the ServiceNow Store 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.
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.