Brazil Patch 1, Brazil, Australia Patch 7, Australia Patch 6, Australia Patch 4, Australia Patch 3, Australia, Zurich Patch 4, Zurich, Yokohama
Standalone Application
The ServiceNow® Retail Core application empowers frontline managers and associates to seamlessly manage day-to-day store operations by automating routine tasks and enabling customers to resolve issues through self-service. This frees staff time to focus on customer engagement. It also enables two-way communication and visibility between stores and headquarters (HQ), enhancing staff productivity and reducing operational costs.
- Streamlines the connection between HQ and retail organizations by increasing visibility and enabling teams in these retail organizations to complete tasks.
- Improves the employee experience in retail organizations with self-service tools such as a knowledge base.
- Reduces duplication of individual requests by providing visibility through a central portal with access to retail organizations' cases.
- Optimizes efficiency by enabling retail organization teams to request support directly from HQ through cases, live chat, phone calls, and other channels.
- Enhances customer satisfaction by allowing retail teams to report in-store customer issues quickly.
- Enables retail personas to use the Store Inquiry AI agent for faster resolutions.
New
- Retail organization lookups can now be scoped to the current user's hierarchy, via a reusable hierarchy path query on RetailOrganizationUtilsSNC
- Plan progress summary dashboard with complete plan hierarchy tracking added on a single page replacing the previous drill-down-only tab experience.
- A new "Schedule Occurrence" column has been added to the Retail Case table, referencing to the "Schedule Occurrence" table.
- Integration with Strategic Portfolio Management (SPM) through which all store opening, closing, relocation and refurbishment project tasks to be performed at the store can be made visible to store employees on Retail portal
Changed
- Task pages in the SPM-RO portal now show a flat breadcrumb trail showing Task name (Home > [Store] > [Project] > [Task]) instead of showing Task number (Home > [Store] > [Project] > [CSPRJTAGTASK0001032]
- Added a plugin-gated "In-Store Ops Tasks" tab to the RSM portal Home page and Cases & Tasks page
Fixed
- The All, Open, Closed, and Overdue tab labels in the Track Plan dashboard now display in the user's locale.
Not applicable for this application version.
The following plugins are installed with the Retail Core application:
- Customer Service (com.sn_customerservice)
- Business Location (com.snc.business_location)
- UI Components for Customer Portals (com.sn_ciwf_ui_cmpnt)
- Customer Service Case Types (com.snc.csm_case_types)
- Customer Service Install Base Management (com.snc.install_base)
Role required to install the application: Administrator (admin)