Retail Core release notes

  • Release version: Store
  • Updated June 11, 2026
  • 3 minutes to read
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    Summary of Retail Core release notes

    The Retail Core application on the ServiceNow Store is designed to streamline retail operations by enhancing task management, case handling, and communication between store locations and headquarters. The release notes cover updates from August 2024 through June 2026, showing continuous improvements in accessibility, role management, case structure, and AI-assisted support to improve retail service management.

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    Key Features

    • Accessibility Compliance: Versions 6.5.0 and 7.3.0 implement WCAG 2.2AA standards, supporting 400% zoom and reflow across Retail Core screens to enhance usability for all users.
    • Task and Case Management Enhancements: From version 6.4.0 onwards, capabilities were added to track and fulfill headquarters (HQ) tasks within HQ cases directly from the workspace, improving operational efficiency.
    • Role and Security Updates: Introduction of a new admin role, retailadmin, providing CRUD access to Retail Organization data. Role inheritance and Access Control List (ACL) reviews were completed for subscription alignment to ensure secure and appropriate access.
    • Store Planning and Task Templates: Support for building store plans using task plan templates and planned work management was introduced in versions 6.2.0 and 7.0.0, enabling structured and scalable store operations.
    • AI-Powered Retail Service Management: Version 5.4.0 introduced the Store Inquiry AI agent, which improves HQ team productivity by intelligently searching knowledge bases and past cases, suggesting resolution steps, and learning from resolved queries to enhance accuracy over time.
    • Abstract Retail Case Table: Retail Case (snretailcase) was made abstract in versions 5.1.0 and 5.2.0, serving as a parent template for various child tables to better organize case data and workflows without direct record creation in the parent table.
    • Retail Service Portal: Version 4.0.0 added a retail service portal featuring catalog, knowledge base, cases, tasks, KPI widgets, and store 360 data views, providing comprehensive self-service and management capabilities.
    • New Roles and Case Escalation: Version 3.0.0 introduced roles like Store Associate - Fulfiller and Store Manager - Fulfiller, added tasks related to retail cases, and enabled escalation/de-escalation of cases to improve operational responsiveness.
    • Improved Organizational References: The Retail Organization table gained bi-directional references to Service Organization with rules to control updates, enhancing data integrity and relationships.
    • Retail Operations Application: Version 2.0.0 launched foundational capabilities enabling frontline managers and associates to automate daily store operations, improve issue resolution with self-service, and support two-way communication between stores and HQ for better customer experiences and staff productivity.

    Key Outcomes

    • Improved accessibility and compliance with WCAG standards ensure inclusive use of the Retail Core application for all users.
    • Enhanced task and case management features, including HQ task tracking and fulfillment, streamline retail workflows and increase operational efficiency.
    • New roles and security enhancements provide better control over user permissions and data access, aligning with subscription models.
    • AI integration reduces manual effort in retail service management by delivering intelligent, policy-compliant responses and learning from past resolutions.
    • The retail service portal and store 360 views empower users with easy access to critical data, improving decision-making and service delivery.
    • Abstract case table architecture supports scalable and organized case management, enabling tailored use cases without compromising data integrity.
    • Overall, these updates equip ServiceNow customers in retail sectors to deliver superior customer service, optimize store operations, and enhance productivity through automation and intelligent tools.

    Version history for the Retail Core on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 7.3.0 - June 2026
    • Fixed:
      • Implemented WCAG 2.2AA compliance including 400% zoom and reflow support across Retail Core screens.
      • Completed OOTB Role Inheritance and ACL Review for Subscription Alignment.
    Version 6.5.0 - June 2026 (Zurich)
    • Fixed:
      • Implemented WCAG 2.2AA compliance including 400% zoom and reflow support across Retail Core screens.
      • Completed out-of-the-box role inheritance and ACL review for subscription alignment.
    Version 6.4.0 - May 2026 (Zurich)
    • New:
      • Added capability to track the status of HQ tasks within each HQ case
      • Added capability to fulfil HQ tasks on the workspace
    Version 7.2.0 - May 2026
    • New:
      • Added capability to track the status of HQ tasks within each HQ case
      • Added capability to fulfill HQ tasks on the workspace
    Version 7.0.0 - March 2026 (Australia)
    • New:
      • Introduced a new admin role,retail_admin, which provides CRUD access to the Retail Organization.
      • Added support to build store plans using task plan templates and planned work management.
    Version 6.2.0 - March 2026 (Zurich)
    New: Added support to build store plans using task plan templates and planned work management.
    Version 5.4.0 - December 2025
    • Now Assist for Retail Service Management (RSM) highlights for the Zurich release
      • The Store Inquiry AI agent enables retail HQ teams by:
        • Intelligently searching knowledge base articles, past cases, and attached documents to provide clear, policy-compliant responses.
        • Sharing resolution steps and prompting agents to accept, edit, or reject AI-suggested solutions, reducing manual effort and improving decision-making speed.
        • Learning continuously from resolved queries to deliver more accurate and relevant suggestions over time.
    Version 5.2.0 - August 2025
    Changed: Retail case made abstract: The Retail Case (sn_retail_case) is an abstract table. It would serve as a parent table that provides a common structure and functionality to multiple child tables. It will not be meant to store records directly but act as a template for inheritance. Multiple use case-oriented extensions will be drawn from this table which could then be used to store retail case records. Please refrain from creating any records, workflows in this table and use table extensions for your use cases.
    Version 5.1.0 - August 2025 (Yokohama)
    Changed: Retail case made abstract: The Retail Case (sn_retail_case) is an abstract table. It would serve as a parent table that provides a common structure and functionality to multiple child tables. It will not be meant to store records directly but act as a template for inheritance. Multiple use case-oriented extensions will be drawn from this table which could then be used to store retail case records. Please refrain from creating any records, workflows in this table and use table extensions for your use cases.
    Version 4.0.0 - February 2025
    • New:
      • Added retail service portal to the retail core with menus such as catalog, Knowledge, cases and tasks, and more information.
      • Knowledge base articles, quicks links and the most popular articles are added as the demo data.
      • Retail standard ticket widget is added to work on the case actions.
      • KPI widgets are added to show the scores, based on the persona the reports varies.
      • Store info contains store 360 data view to look at the store level details like cases, tasks, members, child retail organizations.
    • Changed:
      • The role sn_retail.report_viewer has been added to the following roles (sn_retail.sn_retail.associate_contributor, sn_retail.associate_fulfiller, sn_retail.manager_contributor and sn_retail.manager_fulfiller ).
    Version 3.0.0 - November 2024
    • New:
      • Added two new roles: Store Associate - Fulfiller and Store Manager - Fulfiller.
      • Added Tasks related list to retail cases.
      • Added ability to escalate or de-escalate retail cases.
    • Changed: The Retail Organization table now has a bi-directional reference to Service Organization. The "Restrict SO update" business rule has been added to accomplish this.
    Version 2.0.0 - August 2024
    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. It enables seamless two-way communication and visibility between stores and HQ, thus delivering a great customer experience while enhancing staff productivity and reducing costs.