---
sourceDocument: Xanadu Retail Industry
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/retail-industry

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Retail Industry

ft:clusterId :

    - rahi

bundleId :

    - rahi

workflow :

    - Customer and Industry


---

# Retail case

# Retail case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Retail case creation enables streamlined support by displaying key retail content for retail organization support use cases.

Cases are the central object within Customer Service Management that is used to coordinate services.

The retail case type introduced within Retail Core builds on existing Customer Service Management case functionality to provide users with retail-specific fields.  
Retail case contains the following related lists:

* Tasks - Displays all tasks associated with the retail case. You can click New to create a new task directly from the selected retail case.
* Work Orders - Displays all work orders associated with the retail case.
* Escalations - Displays any escalations created from the retail case. You can click New to add a new escalation, or De-escalate Case under Related Links to de-escalate the case.  
  Note:  
  Users must have the sn_customerservice.escalation_requester role to escalate a retail case, and the sn_customerservice.deescalation_requester role to de-escalate a retail case.
{#rahi-retail-case__ul_dn3_fcp_bdc}

Retail case contains a Task related list which displays all tasks associated with this retail case. You can click New to create a new task directly from the selected retail case.

For information on using retail cases to create and fulfill support requests for your retail organization, see [Create support requests for your retail organization](https://servicenow-prod.fluidtopics.net/yl9hK4QN8to4IRVX9pGpQw "Retail Core user can create support requests using the retail case type.") and [Resolve support requests for your retail organization](https://servicenow-prod.fluidtopics.net/85jR4HPTazrmbBcQ5D5nCw "Use Retail Core to fulfill retail case support requests created for your retail organization.").

For Retail case table attributes, see [Retail Core data model tables](https://servicenow-prod.fluidtopics.net/nRGsbdQZqz~O0Is7M0D99w "Tables configured within the Retail Operations application enable you to determine the data model, tasks, and product offerings for your Retail Operations workflows.").