The ServiceNow® Retail Operations application empowers frontline managers and associates to seamlessly manage day-to-day store operations by automating tasks, resolving issues quickly with self-service, and freeing up time to better serve customers. Retail Operations is a new application in the Xanadu release.

Retail Operations highlights for the Xanadu release

  • Streamline the connection between headquarters and retail organizations with increased visibility and ability for teams in these retail organizations to complete tasks.
  • Improve retail organization worker experience with self-service tools like a knowledge base.
  • Reduce duplication of individual requests by providing visibility through a central portal with access to retail organizations' cases.
  • Optimize efficiency by enabling retail organization teams to request help directly from headquarters when needed through cases, live chat, phone calls, and more.
  • Increase customer satisfaction by reporting customer issues in-store.

See Exploring Retail Core for more information.

Important: Retail Operations is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Retail Operations features

Retail data model
Optimize retail operations by modeling the hierarchical structure of your retail organization.
Retail case type
Use the retail case type to manage in-store issues effectively.
Store support portal
Use the Store Support Portal for retail to utilize self-service tools.

Activation information

Install Retail Operations by requesting it 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.

Related ServiceNow applications and features

Customer Service Management
The ServiceNow Customer Service Management (CSM) application provides the foundation for the Retail Operations application. You can leverage the functionality of the ServiceNow® Customer Service Management (CSM) application to provide support to customers as well as retail sites, and customize it to benefit your retail organization most effectively.
Field Service Management
The Field Service Management application aligns with Retail Operations by providing some capabilities, such as work orders, for use within each specific retail location that uses the Retail Operations application, enabling greater flexibility with how to leverage the support request use cases of your retail organization. For field service use cases that involve dispatching and technicians, please leverage Field Service Management.