Components installed with Retail core overview

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Components installed with Retail core overview

    Activating the Retail Core in ServiceNow installs several essential components that support retail operations management. These include tables, user roles, business rules, and related plugins designed to streamline retail case handling, task management, and organizational role assignments.

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    Key Features

    • Tables: The Retail Task table (snretailtask) stores detailed information about retail tasks, such as task name, description, requester, due date, priority, and assignee.
    • User Roles: Multiple base roles are installed to facilitate specific retail functions:
      • Associate Contributor: Allows creating, reviewing, and commenting on retail cases within the user's location.
      • Associate Fulfiller: Enables creating, updating, and resolving cases at the user's location.
      • Support Agent: Manages cases across service organizations at the system level.
      • Manager Contributor: Reviews and monitors cases for the user's location and its hierarchy.
      • Manager Fulfiller: Handles case resolution across the location hierarchy.
    • Related Party Configurations: These map default responsibilities to roles such as Store Associate, Store Manager, Area Manager, and Regional Manager, defining contributor and fulfiller responsibilities aligned to retail locations.
    • Plugins: Installed plugins extend functionalities including:
      • Business Location: Supports the Service Model Foundation for physical retail channels like stores and branches.
      • Customer Service: Provides multi-channel case management for customer service requests and issue resolution.
      • CIWF UI Components: Offers common UI themes and widgets for customer and industry workflow applications.
    • Business Rules: Key rules automate role assignments and enforce data integrity, such as:
      • Assigning manager roles when a user is added as a manager in a retail org.
      • Restricting updates to the Service Organization field in Retail Organization records.
      • Filtering retail cases to hide child cases based on their completion state.

    What You Can Expect

    With these components installed, ServiceNow customers can efficiently manage retail-specific tasks and cases, enforce organizational role-based access, and provide comprehensive service support through integrated customer service management. The Retail Core setup ensures structured case handling aligned with retail locations and hierarchies, improving operational oversight and customer experience in retail environments.

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

    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 Task

    sn_retail_task

    		 Stores information about the task details.

    Base roles installed with Retail Core

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

    sn_retail.associate_fulfiller

    		 Creates, updates, and resolves retail cases associated with the location in which the user is associated.
    • sn_customerservice.svc_location_agent
    • sn_retail.case_creator
    • sn_retail.org_viewer
    • sn_retail.report_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
    Store Associate Location Contributor
    Store Associate - Fulfiller Location Agent
    Store Manager Location Manager Contributor
    Store Manager - Fulfiller Location Manager Fulfiller
    Area Manager Location Manager Contributor
    Area manager - Fulfiller Location Manager - Fulfiller
    Regional Manager Location Manager Contributor
    Regional manager - Fulfiller 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.

    CIWF UI Components

    (sn_ciwf_ui_cmpnt)

    Includes common themes, widgets, and code artifacts for customer and industry workflow applications.

    Table installed with Retail task

    Table 1. Retail task table
    Field Example
    Name RT00001
    Subject  HQ creating a task to verify store tasks 
    Description   Verify if stores have completed tasks as per instructions 
    Requested by  HQ Agent 
    Due date  1 week from now (date/time) 
    Priority  Critical/High/Medium/Low 
    Assigned to  HQ Agent 

    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.
    Hide multistore child cases sn_retail_case Before Query Filters retail cases whose parent's child case creation state is either none or Completed successfully.