Retail

Use ServiceNow Otto to improve and enhance the store inquiry processes in Retail Service Management (RSM). The store inquiry AI agent—now part of the ServiceNow Otto brand—enables intelligent automation for store inquiries.

Manage Break-Fix cases by submitting equipment failures, resolving them in the workspace, and responding to proposed resolutions.

Break-Fix Case Management enables store staff to report and resolve hardware and IT failures through a structured workflow involving requestors, HQ support agents, and field service technicians.

Technical reference for Break-Fix case states, available actions, critical fields, tables, and data relationships.

Review assigned break-fix cases in the CSM/FSM workspace, select a service issue type, and propose resolutions using troubleshooting steps, service incidents, or work orders.

Review proposed resolutions and respond by accepting, rejecting with a reason, or self-closing your case. Available only when case is in "Resolution Proposed" state.

Report equipment failures using the Retail Operations portal or mobile app. Your requesting store and available equipment are automatically determined based on your user account and service organization.

Create lightweight cases and tasks to track everyday in-store issues separately from Store Plans, using Retail Service Portal or Retail Mobile.

The ServiceNow Otto integration sends outbound webhook events to the ServiceNow Otto listener when a Break-Fix case changes to a key state. This enables ServiceNow Otto to proactively notify store associates on their desktop messaging platform.

Certain roles and dependencies must be considered when using the Retail Playbook for Store Plan.

The HQ manager creates a new plan for case and task generation.

The Field Service for Audit data model shows how the audit task table extends the work-management task type provided by Field Service Management.

Field Service for Audit is a shared plugin that any product can use to create, assign, and track audit tasks on a common data model and access structure.

Reference information for the plugin dependencies, roles, and tables installed with the Field Service for Audit plugin.

The Audit Admin assigns a Field Service for Audit role to a person or group to enable them to create, view, update, or delete audit tasks.

Use Moveworks as an alternative to the RSM portal to submit, troubleshoot, and track break-fix cases using natural language in chat.

The ServiceNow Otto conversational interface connects to Break-Fix Case Management and Store Audit Plans workflows. Store staff can submit, troubleshoot, and track cases without accessing the RSM portal.

Technical details on data flow, integration points, API usage, and supported operations for Moveworks with Break-Fix Case Management and Store Audit Plans.

After Store Audit plans are published and audit cases are created in RSM, auditors can ask Moveworks about plan progress, task completion status, and Pass/Fail results without accessing the RSM portal.

Technical reference for case and task field descriptions, role permissions, state transitions, and system components used in the quick case creation feature.

Technical reference for webhook events, authentication types, platform artifacts, and troubleshooting.

Display report data in card format on your portal. You can display the report data by adding and configuring the Retail KPI widget.

Schedule the store plan based on the requirement- immediate, one time, or recurring. Once the store plan gets scheduled, it automates the case and task generation which reduces manual work.

Determine the affected Retail stores from the list of retail stores.

Log the HQ case details to the new HQ communications store plan.

Log the HQ task details to the new HQ communications store plan.

Add members to your organization to enable them to view and complete tasks within your retail organization.

Log the store case details to the new HQ communications plan.

Log the store task details to the new HQ communications plan.

Get an official answer from HQ about store policy, process, or operations by raising a store inquiry case from your AI assistant.

Assign specific roles to give retail users visibility into organizations and the hierarchies they manage.

The Retail case table stores information about your retail case types and provides the base for retail case creation. This table extends the Customer Service Management case table. All fields utilized through Customer Service Management case remain intact.

Clone an existing store plan to create a new store plan that includes the items, conditions, and hierarchy.

Provide a resolution and close a customer complaint case in workspace.

Complete task-based questionnaires for HQ-to-store communication directly on the Retail Portal.

Complete task-based questionnaires for HQ-to-store communication directly on the mobile app.

Certain roles and dependencies must be considered when using the Retail customer complaint plugin.

Certain roles, plugin dependencies, and fields must be considered when fulfilling Store Cases and Store Tasks from the Retail Portal.

Certain roles and dependencies must be considered when using the Retail In-store Operations plugin.

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

Certain dependencies must be considered when using the Retail Mobile plugin.

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

Certain roles and dependencies must be considered when using the PWM Playbook Activities.

Certain roles and dependencies must be considered when using the Retail HQ Operations plugin.

Smart Assessment support in Customer Service Management (CSM) and Field Service Management (FSM) workspaces provides a unified experience for creating, configuring, and viewing assessment templates and instances.

Certain roles and dependencies must be considered when using the Retail Store Services plugin.

Certain roles and dependencies must be considered when using the Task Plan Template Playbook.

Configure the structure of your retail organization within Retail Core.

Configure the responsibilities of your retail staff by linking related party entity responsibilities to responsibility definitions.

Create customizable questionnaire templates to collect customer feedback and survey data for retail operations. Templates can be customized for specific business needs.

Create questionnaire for a store plan on CSM/FSM Worskpace.

Create a retail organization to enable management of hierarchical stores and franchises that simplifies store associate management.

Create a retail store inquiry case from the Retail portal to report issues on behalf of the store that you're associated with. By using the Retail portal to create a case, you can more efficiently get updated information about your case in real time.

Create and assign a retail customer complain case in Workspace on behalf of a customer.

Create a store inquiry case from a mobile app to report issues on behalf of the store that you’re associated with. By creating case from a mobile app, you can immediately get visibility into the progress, issues, or status of your case without having to use a computer.

Learn about the Retail Core application by viewing the data model and role relationship diagrams. This diagram shows the relationship between the tables and roles within the application.

A store plan can be deleted when it is active and in the Draft state or deactivated when it is active and is in the Published state.

Domain separation is supported for Retail Core. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

The HQ agent can leverage the store inquiry AI agent either manually or by enabling or configuring the trigger.

Store plan Tracking gives headquarters and regional operations managers real-time visibility into published store plan progress, from overall completion summaries down to individual store tasks, so teams can identify and address delays before they become failures.

Extend the Retail Case (sn_retail_case) base case to create custom case types that take advantage of prebuilt roles, business rules, workflows, and the Retail data model rather than creating them manually.

Use the filter within Retail Mobile to limit displayed cases or tasks based on specified keywords.

Use Retail Mobile to review, track, and complete In-store operations cases and tasks generated from store plans.

Use the Retail Portal to review and complete In-store operations cases and tasks generated from store plans, including embedded questionnaires.

Manage a store inquiry case from a mobile app by accepting or rejecting a proposed solution. By managing a case from a mobile app, you can immediately get visibility into the progress, issues, or status of your case without having to use a computer.

Accept, reject, or close a store inquiry case from the Retail portal. By using the Retail portal, you can handle cases more efficiently and get updated information in real time.

Resolve a store inquiry case with a resolution from your workspace.

The hierarchical list view on the Track Plan tab presents a plan's generated cases and tasks as a navigation tree, so managers can move from the plan down to an individual store task without losing context.

The following table captures each screen in the tracking flow and the interaction pattern it uses.

Monitor progress, completion rates, or delays across all stores for a single plan by tracking and monitoring in-store operations case and task progress.

Complete individual work items tied to a store case using Retail Mobile.

Complete individual work items tied to a Store Case, including a linked questionnaire, using the Retail Portal.

Manage customer complaints by creating and assigning them to HQ persona.

Manage your store inquiry cases by creating, managing, and resolving them by using the retail portal, workspace, or mobile app.

Manage store plans to plan and schedule generation of cases and tasks to simplify manual efforts.

Manage store plans to plan and schedule generation of cases and tasks to simplify manual efforts.

Access to the Retail MCP Server is controlled at two levels: roles determine who can invoke each tool, and the caller's own record access determines what data each tool returns or changes.

The Retail MCP Server exposes Retail Service Management capabilities as Model Context Protocol (MCP) tools, so store staff can find their store and devices and raise, track, and update Store Services cases from their AI assistant.

Install the Retail MCP Server, connect your AI client to it, and give store staff the roles they need, so they can work with Retail Service Management from their AI assistant.

The Retail MCP Server provides six tools. Each entry lists the tool's purpose, inputs, what it returns, whether it changes data, and what it requires.

Use the Search function in Retail Mobile to find cases or tasks based on relevant keywords or descriptions.

Audit or review previously published schedules as needed using the CSM/FSM Configurable Workspace.

You can track your store inquiry cases from the Retail portal.

The collection comprises of ServiceNow Otto for Retail Service Management (RSM) and RSM AI agent collection. The ServiceNow Otto for Retail Service Management (RSM) and RSM AI agent collection together enable the store inquiry AI agent.

ServiceNow Otto for Retail Service Management is an intelligent assistant that helps headquarters support agents efficiently manage and resolve store inquiries and service requests using generative AI.

The store inquiry AI agent is an intelligent assistant designed to support the headquarters (HQ) support agents in efficiently managing and resolving cases.

Retail includes four prebuilt case types that extend the retail framework. Each is dependent on its own plugin and is tuned to a common retail scenario, so you can deploy quickly and stay consistent across locations.

Plan and configure your implementation of Retail.

Tables configured within the Retail Operations application enable you to determine the data model, tasks, and product offerings for your Retail Operations workflows.

Whether you're starting or expanding your implementation of the Retail application, learn more about the features available to optimize your retail organization.

If you have the admin role, you can install the Retail applications.

The ServiceNow Retail product empowers managers and associates to manage daily retail operations by automating tasks and resolving issues quickly with self-service, freeing up time to serve customers. It enables seamless two-way communication and visibility between stores and HQ. It helps in delivering a great customer experience while enhancing staff productivity and reducing costs.

Reference topics provide additional information about Retail components.

The plan progress summary gives headquarters and regional managers a single view of how a published plan is progressing for a selected schedule occurrence, without opening individual cases.

View the knowledge articles that were posted by your organization directly from the Retail portal.

Track your associated retail organizations from the Retail portal.

Retail portal provides an enhanced experience to use self-service tools, view cases, and gain visibility into metrics for your retail organizations.

Create a break-fix case for broken or faulty equipment in your store by describing the problem to your AI assistant, without opening the portal.

A case type represents the processes, data, and automation needed to resolve a specific type of retail issue.

Retail case types are designed to address various business needs and streamline workflows for store-level and HQ-driven task management.

The customer complaint case type helps manage and resolve customer feedback related to store experiences. This case type enables customers to submit complaints anonymously to encourage honest feedback and help stores improve their service. This case type is included in the Retail customer complaint plugin.

The HQ communications case enables effective coordination between HQ teams. It facilitates the execution of assigned work and allows HQ teams to monitor progress. This case type is included in the Retail HQ operations plugin.

The in-store operations case type allows store team members to report and track in-store operational issues, whether for routine or cyclical demands. This ensures that issues are documented and monitored for consistent execution and support. This case type is included in the Retail in-store operations plugin.

The Retail mobile plugin offers a customized mobile experience for retail operations, enabling frontline teams to manage efficiently store activities and resolve issues on the go. It provides real-time insights into key KPIs, supports issue tracking, and is compatible with both Android and iOS platforms.

The Retail store plan provides a centralized way to plan, schedule, and manage operational work across multiple stores, giving HQ and regional teams full visibility while simplifying execution for store teams.

The store inquiry case type facilitates seamless communication between store teams and headquarters, enabling efficient exchange of operational queries, information, and issues. This case type is included in the Retail store services plugin.

Learn about the unified retail case and task data model which helps understand the relationships between various case and task tables within retail. These extensions are designed to support distinct operational needs such as managing customer complaints, store inquiries, in-store operations, and HQ communications.

Tracking can support several operational goals.

A service definition describes a service that a retail organization offers to support its stores or customers. Service definitions build on case types to encapsulate different types of request and fulfillment processes within a single case type, without creating a new table for every variation.

Set up your retail support team by creating a group then assigning the sn_retail.support_agent role to members of that group.

Smart Assessment enables users with the sn_rtl_hq_ops.plan_author role to create smart assessment templates and associate them with store tasks.

Comment on a project task, assign it, or close it from the task screen in Retail Mobile.

Comment on a project task, assign it to someone in your store, or close it when the work is done.

The project and project task records that Retail reads, the fields it displays, and the three fields it writes.

Install the App SPM Retail plugin and give your store personas the roles and organization membership they need before project tasks appear in Retail.

Store associates and managers can view and act on the project work behind a store opening, closing, renovation, or relocation without leaving the Retail.

Roles determine which store personas see project tasks in Retail, which surfaces they reach, and which actions they can take on a task.

Reach the project tasks for your store from your store details or from My Work, and open the one you want to work on.

Open the projects for your store in the Retail Portal and drill into the project task you want to work on.

A store plan moves through distinct phases, each supported by specific screens and interactions. Tracking activates from the point of publication onward.

Track the status of a retail customer complaint case in Workspace.

Monitor the progress of an In-store operations case from the CSM/FSM Configurable Workspace.

Monitor the progress of an In-store operations task from the CSM/FSM Configurable Workspace.

Monitor the progress of an In-store operations task on Retail mobile app.

Track the status of a store inquiry case from the Retail portal. By tracking your case from the Retail portal, you can immediately get visibility into the progress, issues, or status of your case.

Check the status of your break-fix and store inquiry cases, answer questions from HQ, respond to proposed resolutions, and close cases, all from your AI assistant.

Track the status of a store inquiry case from a mobile app. By tracking your case from a mobile app, you can immediately get visibility into the progress, issues, or status of your case without having to use a computer.

Review all of your assigned In-store operations cases and tasks within Retail Mobile.

Work on an In-store operations case using Retail Mobile.

Review, comment on, reassign, and close a Store Case using the Retail Portal.

Manage store audit operations by audit assignments, creating and publishing audit plans, and completing store audits.

Retail Store Audit Operations lets Plan Authors publish structured audit plans that automatically generate Store Audit Cases and Audit Tasks for field Auditors to complete across selected store locations.

Reference information for roles, tables, fields, and workspace configuration artifacts for Retail Store Audit Operations.

As a Location Auditor, open an Audit Task in Retail Mobile, complete its questionnaire, and close the task.

Use the Store audit playbook in CSM/FSM Workspace to author and publish an audit plan. Publishing automatically creates the Store Audit Cases and Audit Tasks for all selected store locations.

As a Location Auditor, take your assigned Store Audit Case and Audit Tasks in Retail Mobile, complete the questionnaire, and close the case.

As an Auditor, open your assigned Store Audit Case in CSM/FSM Workspace, record observations, complete each Audit Task, then close the Store Audit Case.

As a Store Audit Manager, manually assign a Store Audit Case or Audit Task to a specific Auditor, or change the assignment group set by the automated assignment rules.

JSON parameters define aspects of the Retail KPI list widget on the portal page.

Review the details logged for the store plan and make any updates in any of the sections, if required.

Create a task within an existing case to delegate work to team members on Retail Mobile.

Create a task within an existing case to assign specific work to a team member on the Retail Service Portal.

Assign roles to store associates, managers, and area managers to grant access to create, edit, and close cases and tasks in the quick case creation feature.

Configure the otto_webhook Connection & Credential Alias so ServiceNow can deliver webhook events to the ServiceNow Otto listener.

Create a case on Retail Mobile to quickly report an in-store issue and assign tasks to team members from your phone or tablet.

Create a case on the Retail Service Portal to quickly report an in-store issue, then add tasks to break down the work.

Assign, edit, add tasks to, and close a case that was created with Create work item for store in the Retail Mobile app.

Assign, edit, add tasks to, and close a case that was created with Create work item for store on the Retail Service Portal.

Assign, edit, and close a task that belongs to a quick in-store case in the Retail Mobile app.

Assign, edit, and close a task that belongs to a quick in-store case on the Retail Service Portal.

Enable plan creators to track published plan execution end-to-end, overall completion status, parent (HQ) cases, HQ tasks, store cases, and store tasks.

HQ and regional managers lack real-time insight into how published store plans are progressing. This capability bridges that gap by providing visibility from overall plan status down to individual store tasks.

Track a store case from an HQ case to view the status.

You can create assessment templates and add instructions, questions, and reference information by using the template designer in the Smart Assessment Engine application. Smart assessments can help you to evaluate various situations, aspects, or records.

Track the cases that are assigned to you or your team from the Retail portal.