Components installed with Retail Core

  • Release version: Washingtondc
  • Updated August 1, 2024
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    Summary of Components Installed with Retail Operations Core

    The Retail Operations Core plugin activates various components essential for managing retail organizations. This includes tables, user roles, and business rules that facilitate efficient operations within the ServiceNow platform.

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    Key Features

    • Tables:
      • Retail Organization [snretailorganization]: Contains data on retail organizations, locations, and hierarchies.
      • Retail Case [snretailcase]: Manages retail case types, extending from the Case [sncustomerservicecase] table.
    • User Roles: Various roles are installed to manage retail operations effectively, including:
      • snretail.associate
      • snretail.fulfiller
      • snretail.manager
      These roles control actions such as creating, updating, and resolving retail cases.
    • Related Party Configurations: Default responsibilities are assigned to roles like Area Manager and Store Associate, defining their contributions within the organization.
    • Plugins: Key plugins include:
      • Business Location [com.snc.businesslocation]: Supports service models through physical channels.
      • Customer Service [com.sncustomerservice]: Facilitates customer service management across various communication channels.
      • Customer Service with Field Service Management [com.snc.csmfsmintegration]: Integrates customer service information with field service management.
    • Business Rules: Important rules include the assignment of manager roles upon updates or insertions in the retail organization.

    Key Outcomes

    By installing the Retail Operations Core components, organizations can streamline their retail case management, improve role assignments, and enhance service delivery across various customer interaction channels. This results in better oversight and management of retail operations, enabling efficient tracking and resolution of cases.

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

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Tables installed with Retail Core

    Table name Description
    Retail Organization

    [sn_retail_organization]

    		 Stores information about your retail organizations, including locations and organizational hierarchies.
    Retail Case

    [sn_retail_case]

    		 Stores information about your retail case types and provides the basis for retail case creation.
    Note:
    This table is an extension of the Case [sn_customerservice_case] table.

    Base roles installed with Retail Core

    For information on configuring these roles for retail, see Assign roles to Retail Core users.

    Role Description Contains roles
    sn_retail.associate Create, review, comment on, update, and resolve retail cases where the agent acts as a contributor or fulfiller at their location.
    • sn_customerservice.svc_location_agent
    • sn_customerservice.service_organization_contributor
    • sn_retail.fulfiller
    • sn_retail.contributor
    • sn_retail.org_viewer
    sn_retail.support_agent​ Creates, updates, resolves, and tracks retail cases across service organizations at the system level.
    • sn_customerservice_agent
    • sn_retail.fulfiller
    • sn_retail.contributor
    • sn_retail.org_viewer
    sn_retail.manager​ Manages members and responsibilities, and oversees all retail cases for the location and its hierarchy, acting as either a contributor manager and a fulfilling manager.
    • sn_customerservice.svc_location_manager
    • sn_customerservice.svc_location_manager_contributor
    • sn_retail.fulfiller
    • sn_retail.contributor
    • sn_retail.org_viewer
    • sn_retail.report_viewer

    Related Party Configurations installed with Retail Core

    Name Default responsibility
    Area Manager Location Manager Contributor
    Regional Manager Location Manager Contributor
    Store Associate Location Contributor
    Store Manager Location Manager Fulfiller

    Plugins installed with Retail Core

    Name Description

    Business Location

    [com.snc.business_location]

    This plugin supports the Service Model Foundation, where the corporation does business with customers through physical channels such as stores and branches.

    For more information, see Configure Service Model Foundation.

    Customer Service

    [com.sn_customerservice]

    The Customer Service Management application enables you to provide service and support for your external customers using several communication channels, such as email, web, and telephone. A case is created to track the issue reported or service requested and assigned to groups or agents. Customer service agents in your organization work on the cases and resolve issues.

    For more information, see Customer Service Management.

    Customer Service with Field Service Management

    [com.snc.csm_fsm_integration]

    		 Enables Account, Contact, Partner, Partner Contact, Consumer information from Customer Service to Field Service Management.

    Business rules installed with Retail Core

    Business rule Table Rule criteria Description
    Add manager member for retail org sn_customer_service_organization After update or insert Assigns the sn_retail.manager role to the user added as a manager in a retail organization.