Prebuilt Retail case types

concept brazil Updated Jun 28, 2026 2 min read rahi-retail-ootb-case-types.md

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.

[Omitted image "retail-ootb-case-types-erd.svg"] Alt text: ERD showing the four prebuilt retail case types, their base tables, and associated task tables.

Case type	Purpose	Dependent on
Store Inquiry Case	Allows store associates and managers to raise operational questions, information requests, or issues to headquarters for fulfillment.	Retail Store Services plugin
Retail Customer Complaint Case	Captures, classifies, routes, resolves, and measures complaints about a store experience—supporting back-office transparency and efficiency.	Retail Customer Complaint plugin
In-Store Operations Case	Allows store teams to report and track in-store operational work—routine or cyclical—so execution is documented and monitored.	Retail In-store Operations plugin
HQ Communications Case	Coordinates with store teams by sending communications from HQ and, with the multi-store task plan capability, drives work from HQ to many stores at once.	Retail HQ Operations plugin

Note: As of the Zurich Q3 '25 store release, the Retail Case (sn_retail_case) table is abstract. Cases must be created in a case type extension, not directly in the base table.

Parent Topic:Retail case types

Related topics

Extending the Retail base case

Service definitions in Retail

Keywords prebuilt retail case typesretail case typescase type comparison

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---
title: Prebuilt Retail case types
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/retail-industry/rahi-retail-ootb-case-types.html
release: brazil
topic_type: concept
last_updated: "2026-06-28"
reading_time_minutes: 2
keywords: [prebuilt retail case types, retail case types, case type comparison]
breadcrumb: [Retail case types, Explore, Retail]
---

# Prebuilt Retail case types

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.

\[Omitted image "retail-ootb-case-types-erd.svg"\] Alt text: ERD showing the four prebuilt retail case types, their base tables, and associated task tables.

|Case type|Purpose|Dependent on|
|---------|-------|------------|
|[Store Inquiry Case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/retail-industry/rahi-retail-retail-store-services.md)|Allows store associates and managers to raise operational questions, information requests, or issues to headquarters for fulfillment.|Retail Store Services plugin|
|[Retail Customer Complaint Case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/retail-industry/rahi-retail-retail-customer-complaint.md)|Captures, classifies, routes, resolves, and measures complaints about a store experience—supporting back-office transparency and efficiency.|Retail Customer Complaint plugin|
|[In-Store Operations Case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/retail-industry/rahi-retail-retail-in-store-operations.md)|Allows store teams to report and track in-store operational work—routine or cyclical—so execution is documented and monitored.|Retail In-store Operations plugin|
|[HQ Communications Case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/retail-industry/rahi-retail-retail-hq-operations.md)|Coordinates with store teams by sending communications from HQ and, with the multi-store task plan capability, drives work from HQ to many stores at once.|Retail HQ Operations plugin|

**Note:** As of the Zurich Q3 '25 store release, the Retail Case \(`sn_retail_case`\) table is abstract. Cases must be created in a case type extension, not directly in the base table.

**Parent Topic:**[Retail case types](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/retail-industry/rahi-retail-retail-case-types-revamp.md)

**Related topics**  


[Extending the Retail base case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/retail-industry/rahi-retail-extending-retail-base-case.md)

[Service definitions in Retail](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/retail-industry/rahi-retail-service-definitions.md)