Retail -- The ServiceNow Retail product empowers managers and associates to manage daily retail operations by automating tasks and resolving issues quickly with self-service, freeing up time to serve customers. It enables seamless two-way communication and visibility between stores and HQ. It helps in delivering a great customer experience while enhancing staff productivity and reducing costs.
Explore -- Whether you're starting or expanding your implementation of the Retail application, learn more about the features available to optimize your retail organization.
Retail case overview -- The Retail case table stores information about your retail case types and provides the base for retail case creation. This table extends the Customer Service Management case table. All fields utilized through Customer Service Management case remain intact.
Retail portal -- Retail portal provides an enhanced experience to use self-service tools, view cases, and gain visibility into metrics for your retail organizations.
Retail mobile application -- The Retail mobile plugin offers a customized mobile experience for retail operations, enabling frontline teams to manage efficiently store activities and resolve issues on the go. It provides real-time insights into key KPIs, supports issue tracking, and is compatible with both Android and iOS platforms.
Retail store plans -- The Retail store plan provides a centralized way to plan, schedule, and manage operational work across multiple stores, giving HQ and regional teams full visibility while simplifying execution for store teams.
Retail store plans tracking -- Store plan Tracking gives headquarters and regional operations managers real-time visibility into published store plan progress, from overall completion summaries down to individual store tasks, so teams can identify and address delays before they become failures.
Stages of store plan tracking and monitoring -- A store plan moves through distinct phases, each supported by specific screens and interactions. Tracking activates from the point of publication onward.
Implementation details -- The following table captures each screen in the tracking flow and the interaction pattern it uses.
Retail questionnaire -- Create customizable questionnaire templates to collect customer feedback and survey data for retail operations. Templates can be customized for specific business needs.
Smart Assessment questionnaires for Retail -- Smart Assessment enables users with the sn_rtl_hq_ops.plan_author role to create smart assessment templates and associate them with store tasks.
Retail Store Audit Operations -- Retail Store Audit Operations is a ServiceNow scoped application that automates the creation, assignment, and fulfillment of retail store audit cases and tasks, enabling Plan Authors to publish structured audit plans that generate work for field Auditors across selected store locations.
Data model and case generation -- Retail Store Audit Operations uses two record types—Store Audit Case and Audit Task—and generates them in a deliberate two-step flow: a Plan Author publishes an audit plan and then explicitly triggers generation, which creates one Store Audit Case per selected Retail Organization and one or more Audit Tasks per case.
Audit plan and playbook -- An audit plan defines what is audited, at which store locations, and when. Plan Authors create and configure audit plans through the Store audit playbook, which launches automatically from the CSM/FSM Workspace Record Generator.
Field Service for Audit -- Field Service for Audit is a horizontal ServiceNow scoped app that provides a shared audit-task data model and a pluggable access-control framework so consuming apps can build audit experiences without duplicating infrastructure.
Audit tasks -- The wm_audit_task table is a specialized work-management task that represents a single audit work item. It inherits all scheduling, assignment, state, and fulfillment behavior from the platform wm_task type and adds an audit-specific result field.
How access to audit tasks works -- Field Service for Audit uses a layered access-control framework: platform ACLs enforce role-based deny-first rules, and a scripted extension point delegates fine-grained read/write decisions to consuming apps, with a permissive default when no consumer rule applies.
Roles -- Field Service for Audit defines three roles that map to three personas — Author, Auditor, and Audit Admin — each with a distinct set of permissions on the wm_audit_task table.
Custom access rules -- The access-control extension point is the mechanism consuming apps use to register their own read and write access rules for audit tasks without modifying Field Service for Audit. Each consuming app implements the contract in its own scope on its own release cadence, and multiple consumers coexist through a deterministic first-match-wins evaluation order.
Break-Fix Case Management -- Break-Fix Case Management enables store staff to report and resolve hardware and IT failures through a structured workflow involving requestors, HQ support agents, and field service technicians.
Configure -- Plan and configure your implementation of Retail.
Activate plugins -- If you have the admin role, you can install the Retail applications.
Assign roles to Retail users -- Assign specific roles to give retail users visibility into organizations and the hierarchies they manage.
Configure related party configurations -- Configure the responsibilities of your retail staff by linking related party entity responsibilities to responsibility definitions.
Create a retail organization -- Create a retail organization to enable management of hierarchical stores and franchises that simplifies store associate management.
Add members to a retail organization -- Add members to your organization to enable them to view and complete tasks within your retail organization.
Set up your retail support team -- Set up your retail support team by creating a group then assigning the sn_retail.support_agent role to members of that group.
Add and configure the Retail KPI widget -- Display report data in card format on your portal. You can display the report data by adding and configuring the Retail KPI widget.
Retail KPI JSON parameters -- JSON parameters define aspects of the Retail KPI list widget on the portal page.
Configure audit plan templates -- As an Admin, modify the default Task Plan Template Configuration and Template Item Configurations, or create additional configurations to support new audit programs after the application is deployed.
Grant audit roles -- The Audit Admin assigns a Field Service for Audit role to a person or group to enable them to create, view, update, or delete audit tasks.
Set up custom access rules -- The Audit Admin configures a custom access rule to control which audit tasks Auditors in a specific product or business unit can see.
Moveworks integration overview -- The Moveworks integration sends outbound webhook events from ServiceNow to the Moveworks listener when a Break-Fix case changes to a key state, enabling Moveworks to proactively notify store associates on their desktop messaging platform.
Configure the Moveworks webhook connection -- Configure the moveworks_webhook Connection & Credential Alias so ServiceNow can deliver webhook events to the Moveworks listener.
Manage store inquiries -- Manage your store inquiry cases by creating, managing, and resolving them by using the retail portal, workspace, or mobile app.
Create a store inquiry case from the Retail portal -- Create a retail store inquiry case from the Retail portal to report issues on behalf of the store that you're associated with. By using the Retail portal to create a case, you can more efficiently get updated information about your case in real time.
Manage a store inquiry case from the Retail portal -- Accept, reject, or close a store inquiry case from the Retail portal. By using the Retail portal, you can handle cases more efficiently and get updated information in real time.
Track a store inquiry case from the Retail portal -- Track the status of a store inquiry case from the Retail portal. By tracking your case from the Retail portal, you can immediately get visibility into the progress, issues, or status of your case.
Create a store inquiry case from a mobile app -- Create a store inquiry case from a mobile app to report issues on behalf of the store that you’re associated with. By creating case from a mobile app, you can immediately get visibility into the progress, issues, or status of your case without having to use a computer.
Manage a store inquiry case from a mobile app -- Manage a store inquiry case from a mobile app by accepting or rejecting a proposed solution. By managing a case from a mobile app, you can immediately get visibility into the progress, issues, or status of your case without having to use a computer.
Track a store inquiry case from a Retail mobile app -- Track the status of a store inquiry case from a mobile app. By tracking your case from a mobile app, you can immediately get visibility into the progress, issues, or status of your case without having to use a computer.
Submit Break-Fix Cases through Portal or Mobile -- Report equipment failures using the Retail Operations portal or mobile app. Your requesting store and available equipment are automatically determined based on your user account and service organization.
Resolve Cases in Workspace through HQ Agents -- Review assigned break-fix cases in the CSM/FSM workspace, select a service issue type, and propose resolutions using troubleshooting steps, service incidents, or work orders.
Respond to resolutions through Portal or Mobile -- Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in "Resolution Proposed" state.
Override audit assignment -- As a Store Audit Manager, manually reassign a Store Audit Case or Audit Task to a different Auditor when the automated assignment rules have routed a record incorrectly.
Create an audit plan and generate cases and tasks -- Use the Store audit playbook in CSM/FSM Workspace to author and publish an audit plan, then click Generate Cases/Tasks to create Store Audit Cases and Audit Tasks for all selected store locations.
Complete a store audit -- As an Auditor, open your assigned Store Audit Case in CSM/FSM Workspace, visit the physical store, record observations in work notes and comments, close each Audit Task using Close Complete, then close the Store Audit Case.
Complete an audit task -- The Auditor records the outcome of audit work by setting the Result field to Pass or Fail and moving the task to the completed state.
Schedule the store plan -- Schedule the store plan based on the requirement- immediate, one time, or recurring. Once the store plan gets scheduled, it automates the case and task generation which reduces manual work.
Review store plan details -- Review the details logged for the store plan and make any updates in any of the sections, if required.
Monitor store plans -- Audit or review previously published schedules as needed using the CSM/FSM Configurable Workspace.
Clone a store plan -- Clone an existing store plan to create a new store plan that includes the items, conditions, and hierarchy.
Delete or deactivate a store plan -- A store plan can be deleted when it is active and in the Draft state or deactivated when it is active and is in the Published state.
Track In-store operations cases and tasks -- Monitor progress, completion rates, or delays across all stores for a single plan by tracking and monitoring in-store operations case and task progress.
Track In-store operations cases -- Monitor the progress of an In-store operations case from the CSM/FSM Configurable Workspace.
Track In-store operations tasks -- Monitor the progress of an In-store operations task from the CSM/FSM Configurable Workspace.
Track and monitor store plans -- HQ and regional managers lack real-time insight into how published store plans are progressing. This capability bridges that gap by providing visibility from overall plan status down to individual store tasks.
Track a store plan on the workspace -- Enable plan creators to track published plan execution end-to-end, overall completion status, parent (HQ) cases, HQ tasks, store cases, and store tasks.
Now Assist for Retail Service Management (RSM) -- The store inquiry AI agent is an intelligent assistant designed to support the headquarters (HQ) support agents in efficiently managing and resolving cases.
Explore -- Now Assist for Retail Service Management (RSM) streamlines store inquiries and service requests by leveraging generative AI to deliver accurate, context-aware responses. It enhances collaboration between store teams and HQ teams. It drives faster resolutions, improves customer experiences, and enables smarter retail service management.
Configure -- The collection comprises of Now Assist for Retail Service Management (RSM) and RSM AI agent collection. The Now Assist for Retail Service Management (RSM) and RSM AI agent collection together enable the store inquiry AI agent.
Enable store inquiry AI agent -- The HQ agent can leverage the store inquiry AI agent either manually or by enabling or configuring the trigger.
Reference -- Reference topics provide additional information about Retail components.
Components installed with plugins -- Several types of components such as tables, user roles, and business rule are installed when you activate the plugins in Retail.
Components installed with Field Service for Audit -- Several types of components such as tables, user roles, script includes, and access control rules are installed when the Field Service for Audit plugin is activated.
Components for Break-Fix -- Technical reference for Break-Fix case states, available actions, critical fields, tables, and data relationships.
Retail organization data model -- Learn about the Retail Core application by viewing the data model and role relationship diagrams. This diagram shows the relationship between the tables and roles within the application.
Retail organization data model tables -- Tables configured within the Retail Operations application enable you to determine the data model, tasks, and product offerings for your Retail Operations workflows.
Retail unified case and task data model -- Learn about the unified retail case and task data model which helps understand the relationships between various case and task tables within retail. These extensions are designed to support distinct operational needs such as managing customer complaints, store inquiries, in-store operations, and HQ communications.
Domain Separation in Retail Core -- Domain separation is supported for Retail Core. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Retail Task Management -- Use the ServiceNow Retail Task Management application to optimize the planning, organizing, and assigning of tasks to staff in your retail environment. The broader ServiceNow platform offers many tools to streamline and optimize task management. The Retail Task Management application enables specific retail use cases with a case generator that can create cases for multiple retail locations at once.
Explore -- Whether you're starting or expanding your implementation of the Retail Task Management application, learn more about the features available to optimize your retail tasks.
Retail multi-store case -- The retail multi-store case enables the creation of child cases along with relevant tasks for affected stores. The retail multi-store case also enables tracking at the store level granularity.
Reference -- Reference topics provide additional information about Retail Task Management components.
Components installed with Retail Task Management -- Several types of components such as tables, user roles, and business rule are installed when you activate the Retail Task Management plugin.
Retail Task Management Core data model -- Learn about the Retail Task Management application by viewing the data model and role relationship diagrams. These diagrams show the relationships between the tables and roles within the application and provide an overall picture of how the Retail Task Management application operates.