Australia Retail Industry

• 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 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 case types – A case type represents the processes, data, and automation needed to resolve a specific type of retail issue.

  • 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.

  • Prebuilt Retail case types – Retail includes four prebuilt case types that extend the retail framework. Each is dependent on its own plugin and is tuned to a common retail scenario, so you can deploy quickly and stay consistent across locations.

    • Store inquiry case – The store inquiry case type facilitates seamless communication between store teams and headquarters, enabling efficient exchange of operational queries, information, and issues. This case type is included in the Retail store services plugin.

    • Customer complaint case – The customer complaint case type helps manage and resolve customer feedback related to store experiences. This case type enables customers to submit complaints anonymously to encourage honest feedback and help stores improve their service. This case type is included in the Retail customer complaint plugin.

    • HQ communications case – The HQ communications case enables effective coordination between HQ teams. It facilitates the execution of assigned work and allows HQ teams to monitor progress. This case type is included in the Retail HQ operations plugin.

    • In-store operations case – The in-store operations case type allows store team members to report and track in-store operational issues, whether for routine or cyclical demands. This ensures that issues are documented and monitored for consistent execution and support. This case type is included in the Retail in-store operations plugin.

  • Extending the Retail base case – Extend the Retail Case (sn_retail_case) base case to create custom case types that take advantage of prebuilt roles, business rules, workflows, and the Retail data model rather than creating them manually.

  • Service definitions in Retail – A service definition describes a service that a retail organization offers to support its stores or customers. Service definitions build on case types to encapsulate different types of request and fulfillment processes within a single case type, without creating a new table for every variation.

  • 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.

    • Scenarios for tracking store plans – Tracking can support several operational goals.

    • 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 lets Plan Authors publish structured audit plans that automatically generate Store Audit Cases and Audit Tasks for field Auditors to complete across selected store locations.

  • Field Service for Audit – Field Service for Audit is a shared plugin that any product can use to create, assign, and track audit tasks on a common data model and access structure.

  • 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.

  • ServiceNow Otto – ServiceNow Otto for Retail Service Management is an intelligent assistant that helps headquarters support agents efficiently manage and resolve store inquiries and service requests using generative AI.

• 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.

  • roles-by-case-type –

  • 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.

  • Configure your organizational structure – Configure the structure of your retail organization within Retail Core.

  • 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.

  • portal-data-list-json-reference –

  • configure-portal-navigation-menus –

  • configure-portal-data-list-widget –

  • Configuring field visibility in the Create questionnaire modal – The Create questionnaire modal supports dynamic field visibility based on page parameters. When specific parameters are passed to the page, certain fields are automatically hidden.

  • Grant Field Service for 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.

  • Configure roles and permissions – Assign roles to store associates, managers, and area managers to grant access to create, edit, and close cases and tasks in the quick case creation feature.

  • ServiceNow Otto integration overview – The ServiceNow Otto integration sends outbound webhook events to the ServiceNow Otto listener when a Break-Fix case changes to a key state. This enables ServiceNow Otto to proactively notify store associates on their desktop messaging platform.

  • Configure the ServiceNow Otto webhook connection – Configure the otto_webhook Connection & Credential Alias so ServiceNow can deliver webhook events to the ServiceNow Otto listener.

  • Enable store inquiry AI agent – The HQ agent can leverage the store inquiry AI agent either manually or by enabling or configuring the trigger.

  • Retail MCP Server – The Retail MCP Server exposes Retail Service Management capabilities as Model Context Protocol (MCP) tools, so store staff can find their store and devices and raise, track, and update Store Services cases from their AI assistant.

  • Set up the Retail MCP Server – Install the Retail MCP Server, connect your AI client to it, and give store staff the roles they need, so they can work with Retail Service Management from their AI assistant.

  • Report a broken device from your AI assistant – Create a break-fix case for broken or faulty equipment in your store by describing the problem to your AI assistant, without opening the portal.

  • Ask HQ a question from your AI assistant – Get an official answer from HQ about store policy, process, or operations by raising a store inquiry case from your AI assistant.

  • Track and update your cases from your AI assistant – Check the status of your break-fix and store inquiry cases, answer questions from HQ, respond to proposed resolutions, and close cases, all from your AI assistant.

  • Retail MCP Server tools – The Retail MCP Server provides six tools. Each entry lists the tool’s purpose, inputs, what it returns, whether it changes data, and what it requires.

  • Retail MCP Server roles and data access – Access to the Retail MCP Server is controlled at two levels: roles determine who can invoke each tool, and the caller’s own record access determines what data each tool returns or changes.

• Manage customer complaints – Manage customer complaints by creating and assigning them to HQ persona.

  • Create a customer complaint case – Create and assign a retail customer complain case in Workspace on behalf of a customer.

  • Track a customer complaint case in workspace – Track the status of a retail customer complaint case in Workspace.

  • Close a customer complaint case in workspace – Provide a resolution and close a customer complaint case in workspace.

• Manage store inquiries – Manage your store inquiry cases by creating, managing, and resolving them by using the retail portal, workspace, or mobile app.

  • Use ServiceNow Otto for Retail Service Management – Use ServiceNow Otto to improve and enhance the store inquiry processes in Retail Service Management (RSM). The store inquiry AI agent—now part of the ServiceNow Otto brand—enables intelligent automation for store inquiries.

  • 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.

  • Resolve a store inquiry support request from workspace – Resolve a store inquiry case with a resolution from your workspace.

• Manage Break-Fix cases – Manage Break-Fix cases by submitting equipment failures, resolving them in the workspace, and responding to proposed resolutions.

  • 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.

• Manage Store Audit – Manage store audit operations by audit assignments, creating and publishing audit plans, and completing store audits.

  • Audit assignment from workspace – As a Store Audit Manager, manually assign a Store Audit Case or Audit Task to a specific Auditor, or change the assignment group set by the automated assignment rules.

  • Create and publish an audit plan – Use the Store audit playbook in CSM/FSM Workspace to author and publish an audit plan. Publishing automatically creates the 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, record observations, complete each Audit Task, then close the Store Audit Case.

  • Complete a store audit from Retail Mobile – As a Location Auditor, take your assigned Store Audit Case and Audit Tasks in Retail Mobile, complete the questionnaire, and close the case.

  • Complete an Audit Task from Retail Mobile – As a Location Auditor, open an Audit Task in Retail Mobile, complete its questionnaire, and close the task.

• Quick case and task creation for in-store issues – Create lightweight cases and tasks to track everyday in-store issues separately from Store Plans, using Retail Service Portal or Retail Mobile.

  • Create work item for store on the portal – Create a case on the Retail Service Portal to quickly report an in-store issue, then add tasks to break down the work.

  • Add a task to a case – Create a task within an existing case to assign specific work to a team member on the Retail Service Portal.

  • Work on a case on the portal – Assign, edit, add tasks to, and close a case that was created with Create work item for store on the Retail Service Portal.

  • Work on a task on the portal – Assign, edit, and close a task that belongs to a quick in-store case on the Retail Service Portal.

  • Create work item for store on mobile – Create a case on Retail Mobile to quickly report an in-store issue and assign tasks to team members from your phone or tablet.

  • Add a task to a case on mobile – Create a task within an existing case to delegate work to team members on Retail Mobile.

  • Work on a case on mobile – Assign, edit, add tasks to, and close a case that was created with Create work item for store in the Retail Mobile app.

  • Work on a task on mobile – Assign, edit, and close a task that belongs to a quick in-store case in the Retail Mobile app.

  • Case and task field and role reference – Technical reference for case and task field descriptions, role permissions, state transitions, and system components used in the quick case creation feature.

• Track cases and tasks from the Retail portal – You can track your store inquiry cases from the Retail portal.

  • Track your cases and tasks from the Retail portal – Track the cases that are assigned to you or your team from the Retail portal.

  • View knowledge articles – View the knowledge articles that were posted by your organization directly from the Retail portal.

  • View associated organizations – Track your associated retail organizations from the Retail portal.

• Manage store plans – Manage store plans to plan and schedule generation of cases and tasks to simplify manual efforts.

  • Manage store plans to generate cases and tasks – Manage store plans to plan and schedule generation of cases and tasks to simplify manual efforts.

  • Create a store plan – The HQ manager creates a new plan for case and task generation.

  • Add HQ details to a store plan – Log the HQ case details to the new HQ communications store plan.

  • Add HQ task details – Log the HQ task details to the new HQ communications store plan.

  • Add store case details – Log the store case details to the new HQ communications plan.

  • Add store task details – Log the store task details to the new HQ communications plan.

  • Add affected Retail stores – Determine the affected Retail stores from the list of retail stores.

  • 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 In-store operations tasks on mobile app – Monitor the progress of an In-store operations task on Retail mobile app.

  • Fulfill In-store operations cases and tasks in Retail Mobile – Use Retail Mobile to review, track, and complete In-store operations cases and tasks generated from store plans.

  • View assigned In-store operations cases and tasks – Review all of your assigned In-store operations cases and tasks within Retail Mobile.

  • Filter cases and tasks – Use the filter within Retail Mobile to limit displayed cases or tasks based on specified keywords.

  • Work on an In-store operations case – Work on an In-store operations case using Retail Mobile.

  • Work on an In-store operations task – Complete individual work items tied to a store case using Retail Mobile.

  • Search for cases and tasks – Use the Search function in Retail Mobile to find cases or tasks based on relevant keywords or descriptions.

  • Complete a questionnaire for a store task on Retail mobile app – Complete task-based questionnaires for HQ-to-store communication directly on the mobile app.

  • Fulfill In-store operations cases and tasks on the Retail Portal – Use the Retail Portal to review and complete In-store operations cases and tasks generated from store plans, including embedded questionnaires.

  • Work on a Store Case – Review, comment on, reassign, and close a Store Case using the Retail Portal.

  • Work on a Store Task – Complete individual work items tied to a Store Case, including a linked questionnaire, using the Retail Portal.

  • Complete a questionnaire for a Store Task on the Retail Portal – Complete task-based questionnaires for HQ-to-store communication directly on the Retail Portal.

• 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.

  • Plan progress summary – The plan progress summary gives headquarters and regional managers a single view of how a published plan is progressing for a selected schedule occurrence, without opening individual cases.

  • Hierarchical list view – The hierarchical list view on the Track Plan tab presents a plan’s generated cases and tasks as a navigation tree, so managers can move from the plan down to an individual store task without losing context.

  • 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.

  • Track a store case from an HQ case – Track a store case from an HQ case to view the status.

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

  • Components installed with Retail Mobile – Certain dependencies must be considered when using the Retail Mobile plugin.

  • Components installed with Retail Store Services – Certain roles and dependencies must be considered when using the Retail Store Services plugin.

  • Components installed with Retail customer complaint – Certain roles and dependencies must be considered when using the Retail customer complaint plugin.

  • Components installed with Retail HQ Operations – Certain roles and dependencies must be considered when using the Retail HQ Operations plugin.

  • Components installed with Retail In-store Operations – Certain roles and dependencies must be considered when using the Retail In-store Operations plugin.

  • Components installed with Store Plans - Fulfilment in Portal – Certain roles, plugin dependencies, and fields must be considered when fulfilling Store Cases and Store Tasks from the Retail Portal.

  • Components installed with Retail Playbook for Store Plan – Certain roles and dependencies must be considered when using the Retail Playbook for Store Plan.

  • Components installed with Task Plan Template Playbook – Certain roles and dependencies must be considered when using the Task Plan Template Playbook.

  • Components installed with PWM Playbook Activities – Certain roles and dependencies must be considered when using the PWM Playbook Activities.

  • Components installed with Smart Assessments for CSM – Smart Assessment support in Customer Service Management (CSM) and Field Service Management (FSM) workspaces provides a unified experience for creating, configuring, and viewing assessment templates and instances.

  • Components installed with Store Audit Operations – Reference information for roles, tables, fields, and workspace configuration artifacts for Retail Store Audit Operations.

  • Components installed with Field Service for Audit – Reference information for the plugin dependencies, roles, and tables installed with the Field Service for Audit plugin.

  • Components for Break-Fix – Technical reference for Break-Fix case states, available actions, critical fields, tables, and data relationships.

  • Components for ServiceNow Otto integration for break-fix – Technical reference for webhook events, authentication types, platform artifacts, and troubleshooting.

  • 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.

  • Field Service for Audit data model – The Field Service for Audit data model shows how the audit task table extends the work-management task type provided by Field Service Management.

  • 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.

  • Configure – Set up Retail Task Management Core.

  • Install Retail Task Management Core – If you have the admin role, you can install the Retail Task Management Core application.

  • Enable service selector for Retail Task Management Core – Activate the service selector to set up multi-store case capabilities.

  • Configure service definitions for multi-store case – Configure service definitions to include the Multiple case creation configuration field to create multi-store cases.

  • Create a CSM Table Map for Retail Task Management Core – Create a CSM table map to create multi-store case configurations for use with your service definitions.

  • Create an entity in the Multiple Case Configuration table – Create an entity in the multiple case creation configuration table based on the mapping that you created.

  • Create a service definition for multi-store cases – Create a service definition that leverages the multi-store creation engine to create multi-store retail cases.

  • enable-multistore-template-configuration –

  • Create multi-store cases – Create multi-store cases that assign work from HQ to multiple retail locations simultaneously.

  • Create a parent multi-store case – Create a parent multi-store case for your retail organization using Retail Task Management Core.

  • Manage child cases in Retail Task Management Core – You can manage child cases created from a parent multi-store case in Retail Task Management Core.

  • Retail multi-store case states – The following table lists all possible states for the Retail multi-store parent case.

  • 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.