Components installed with Retail Core

Release version: Xanadu

Updated August 1, 2024

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Summary of Components installed with Retail Core

The Retail Core plugin installation includes essential components such as tables, user roles, business rules, and related plugins that enable retail-specific functionality within ServiceNow. These components facilitate management of retail organizations, cases, user roles, and service models tailored to retail operations.

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Key Features

Tables:
- Retail Organization [snretailorganization]: Stores data about retail organizations, including locations and hierarchies.
- Retail Case [snretailcase]: Maintains retail case types and supports retail case creation; extends the Customer Service Case table.
Base Roles: Multiple roles support retail case management at various organizational levels, including:
- Associate Contributor: Create, review, and comment on retail cases at associated locations.
- Associate Fulfiller: Create, update, and resolve retail cases at associated locations.
- Support Agent: Manage retail cases across service organizations at the system level.
- Manager Contributor: Monitor and review cases within location hierarchies.
- Manager Fulfiller: Resolve cases within location hierarchies.
These roles are linked to corresponding Customer Service Management roles to align retail operations with customer service workflows.
Related Party Configurations: Predefined responsibilities such as Area Manager, Regional Manager, Store Associate (Contributor and Fulfiller), and Store Manager roles support role-based access and responsibilities within retail locations.
Plugins:
- Business Location Plugin: Supports the Service Model Foundation to manage physical retail channels like stores and branches.
- Customer Service Plugin: Enables multi-channel customer support and case management to track and resolve service requests.
Business Rules:
- Add manager member for retail org: Automatically assigns the retail manager role when a user is designated as a retail organization manager.
- Restrict SO update: Prevents unauthorized updates to the Service Organization field in the Retail Organization table.

Key Outcomes

By activating the Retail Core plugin, ServiceNow customers gain a comprehensive framework to manage retail organizations and cases effectively. The predefined tables and roles streamline retail case management aligned with organizational hierarchies. Integrated plugins enhance customer service capabilities and physical retail channel management. Business rules automate role assignment and safeguard critical data fields, ensuring consistent and secure retail operations.

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_contributor	Create, review, and comment on retail cases for the location in which the user is associated.	sn_customerservice.service_organization_contributor sn_retail.case_creator sn_retail.org_viewer
sn_retail.associate_fulfiller	Creates, updates, and resolves retail cases associated to the location in which the user is associated.	sn_customerservice.svc_location_agent sn_retail.case_creator 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.case_creator sn_retail.org_viewer sn_retail.report_viewer
sn_retail.manager_contributor	Creates, reviews, and monitors all retail cases for the location and hierarchy for the location in which the user is associated.	sn_customerservice.svc_location_manager_contributor sn_retail.associate_contributor sn_retail.report_viewer
sn_retail.manager_fulfiller	Creates, updates, and resolves retail cases for the location and hierarchy in which the user is associated.	sn_customerservice.svc_location_manager sn_retail.associate_fulfiller 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 - Fulfiller	Location Agent
Store Associate	Location Contributor
Store Manager - Fulfiller	Location Manager Fulfiller
Store Manager	Location Manager Contributor

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.

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.
Restrict SO update	sn_retail_organization	Before update	Restricts the user from updating the Service Organization field in the Retail Organization [sn_retail_organization] table.