Components installed with Retail core

Release version: Zurich

Updated July 31, 2025

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Summary of Components Installed with Retail Core

Activating the Retail Core in ServiceNow installs various components, including tables, user roles, and business rules essential for retail operations. Understanding these components helps ensure proper configuration and utilization in your retail environment.

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Key Features

Tables Installed:
- Retail Task (snretailtask): Stores information about task details.
Base Roles: Several roles are provided to streamline user responsibilities:
- Associate Contributor: Allows users to manage retail cases for their associated location.
- Associate Fulfiller: Empowers users to create and resolve retail cases.
- Support Agent: Facilitates tracking of retail cases across service organizations.
- Manager Contributor: Enables oversight and monitoring of retail cases.
- Manager Fulfiller: Supports case management for specified locations.
Related Party Configurations: These configurations define responsibilities for various roles within the retail structure, such as Store Associate and Store Manager.
Plugins Installed: Key plugins enhance functionality:
- Business Location: Supports the Service Model Foundation for physical retail channels.
- Customer Service: Manages service and support for external customers.
- CIWF UI Components: Provides themes and widgets for workflow applications.

Key Outcomes

By leveraging the components installed with Retail Core, ServiceNow customers can effectively manage retail operations, streamline case handling, and enhance user roles for better service delivery. This setup empowers organizations to maintain efficient retail workflows and improve customer service interactions.

Several types of components such as tables, user roles, and business rule are installed when you activate the Retail Core.

Note:

The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Tables installed with Retail Core


Table name	Description
Retail Task sn_retail_task	Stores information about the task details.

Base roles installed with Retail Core

For information on configuring these roles for retail, see Assign roles to Retail users.


Role	Description	Contains roles
sn_retail.associate_contributor	Create, review, and comment on retail cases for the location in which the user is associated.	sn_customerservice.service_organization_contributor sn_retail.case_creator sn_retail.org_viewer sn_retail.report_viewer
sn_retail.associate_fulfiller	Creates, updates, and resolves retail cases associated with the location in which the user is associated.	sn_customerservice.svc_location_agent sn_retail.case_creator sn_retail.org_viewer sn_retail.report_viewer
sn_retail.support_agent	Creates, updates, resolves, and tracks retail cases across service organizations at the system level.	sn_customerservice_agent sn_retail.case_creator sn_retail.org_viewer sn_retail.report_viewer
sn_retail.manager_contributor	Creates, reviews, and monitors all retail cases for the location and hierarchy for the location in which the user is associated.	sn_customerservice.svc_location_manager_contributor sn_retail.associate_contributor sn_retail.report_viewer
sn_retail.manager_fulfiller	Creates, updates, and resolves retail cases for the location and hierarchy in which the user is associated.	sn_customerservice.svc_location_manager sn_retail.associate_fulfiller sn_retail.report_viewer

Related Party Configurations installed with Retail Core


Name	Default responsibility
Store Associate	Location Contributor
Store Associate - Fulfiller	Location Agent
Store Manager	Location Manager Contributor
Store Manager - Fulfiller	Location Manager Fulfiller
Area Manager	Location Manager Contributor
Area manager - Fulfiller	Location Manager - Fulfiller
Regional Manager	Location Manager Contributor
Regional manager - Fulfiller	Location Manager - Fulfiller

Plugins installed with Retail Core


Name	Description
Business Location [com.snc.business_location]	This plugin supports the Service Model Foundation, where the corporation does business with customers through physical channels such as stores and branches. For more information, see Configure Service Model Foundation.
Customer Service [com.sn_customerservice]	The Customer Service Management application enables you to provide service and support for your external customers using several communication channels, such as email, web, and telephone. A case is created to track the issue reported or service requested and assigned to groups or agents. Customer service agents in your organization work on the cases and resolve issues. For more information, see Customer Service Management.
CIWF UI Components (sn_ciwf_ui_cmpnt)	Includes common themes, widgets, and code artifacts for customer and industry workflow applications.

Table installed with Retail task

Table 1. Retail task table
Field	Example
Name	RT00001
Subject	HQ creating a task to verify store tasks
Description	Verify if stores have completed tasks as per instructions
Requested by	HQ Agent
Due date	1 week from now (date/time)
Priority	Critical/High/Medium/Low
Assigned to	HQ Agent

Business rules installed with Retail Core


Business rule	Table	Rule criteria	Description
Add manager member for retail org	sn_customer_service_organization	After update or insert	Assigns the sn_retail.manager role to the user added as a manager in a retail organization.
Restrict SO update	sn_retail_organization	Before update	Restricts the user from updating the Service Organization field in the Retail Organization [sn_retail_organization] table.
Hide multistore child cases	sn_retail_case	Before Query	Filters retail cases whose parent's child case creation state is either none or Completed successfully.