Exploring Retail Core
Summarize
Summary of Exploring Retail Core
The ServiceNow® Retail Core application enhances retail operations by streamlining workflows and improving communication between retail locations and headquarters. It builds on Customer Service Management and Field Service Management functionalities to support both frontline and backend retail operations efficiently. Retail Core enables store employees and managers to report and manage issues directly, reducing call center demand and improving store support visibility.
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Key Features
- Issue Reporting and Case Management: Store associates and managers can create and manage support cases related to store operations, improving problem resolution speed and reducing truck rolls.
- Role-Based Access and Oversight: Different user roles such as Store Associate, Store Manager, Regional Manager, Area Manager, and Central Operations Support have tailored capabilities to manage store issues and oversee operations across multiple locations.
- Centralized Support Coordination: Central Operations Support handles escalated cases by coordinating with field staff and vendors, managing tasks, and enforcing standard operating procedures.
- Configurable Workflows: Administrators configure the application, enabling tailored retail case workflows that facilitate investigation, reporting, and resolution steps.
Key Outcomes
- Improved Operational Efficiency: Automation of support request creation and fulfillment streamlines retail operations and reduces manual effort.
- Enhanced Visibility: Provides better insight into store performance and issue resolution status, which can improve SLA adherence for store support services.
- Reduced Support Costs: By empowering store employees to manage issues locally, the application helps reduce calls to call centers and costly onsite visits.
- Simplified Setup and Data Management: The Retail Core data model digitizes retail organization information, making it easier for administrators to configure and maintain the system.
Next Steps for Customers
To fully leverage Retail Core’s capabilities, customers should explore configuration guides and operational procedures such as:
- Configuring Retail Core
- Creating support requests for retail organizations
- Resolving support requests efficiently
These resources help tailor the application to specific retail environments and optimize issue management workflows.
Whether you're starting or expanding your implementation of the Retail Core application, learn more about the features available to optimize your retail organization.
Retail Operations Core overview
The ServiceNow® Retail Core application streamlines operations and optimizes communication within retail organization locations and with headquarters. By building on the existing functionalities of Customer Service Management and Field Service Management, this application optimizes workflows, improves coordination, and supports both frontline and backend operations to run smoothly and efficiently.
- Enable frontline employees and managers to report issues on behalf of the stores they're associated with.
- Help reduce calls to the call center, reduce or eliminate truck rolls, and enable store-based case management.
- Get better visibility into store performance, which can also drive improvement in Service Level Agreement (SLA) metrics for store support.
Retail Core users
| User | Description |
|---|---|
| Store Associate | Store associates perform store tasks, organize the store, are often the first to notice and report issues, and engage with customers. |
| Store Manager | Store managers manage the store, address issues, or request help from the central operations team if needed. They step in to contact local vendors if issues aren't resolved in time and manage staff and schedules. |
| Regional Manager | Regional managers oversee multiple retail locations, staying aware of issues and their resolution status across the area's hierarchy. |
| Area Manager | Area managers, also called market managers, oversee multiple regions and stay aware of issues and resolution status across their store hierarchy. |
| Central Operations Support | Central Operations Support addresses store questions and needs, performs issue resolution, and interfaces with company field staff or third-party vendors in coordination with Store Manager. They’re responsible for creating tasks and standard operating procedures, acting as the fulfilling agent for cases routed to them, including those related to security, IT Service Management (ITSM), and Central Customer Support. |
Retail Core workflow
- The administrator configures the Retail Core application.
- The store manager raises a case at a retail location.
- A retail case is created.
- The store associate investigates the issue and provides a report, documented within the case.
- The store manager reviews the investigation report details and then closes the case.
Retail Core benefits
| Benefit | Feature | Users |
|---|---|---|
| Digitize retail organization information and streamline the setup experience. | Retail Core data model | Admin |
| Automate retail operations by enabling support request creation and fulfillment. | Retail case | Store Associate, Store Manager |