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5.4.0
Zurich Patch 4, Zurich, Yokohama, Xanadu, Washington DC
The ServiceNow® Retail Core application empowers frontline managers and associates to seamlessly manage day-to-day store operations by automating tasks, quickly resolving issues with self-service, and freeing up time to better serve customers. It enables seamless two-way communication and visibility between stores and HQ, thus delivering a great customer experience while enhancing staff productivity and reducing costs.
- Streamlines the connection between headquarters and retail organizations by increasing visibility and enabling teams in these retail organizations to complete tasks.
- Improves the employee experience in retail organizations with self-service tools like a knowledge base.
- Reduces duplication of individual requests by providing visibility through a central portal with access to retail organizations' cases.
- Optimizes efficiency by enabling retail organization teams to request support directly from headquarters through cases, live chat, phone calls, and other channels.
- Enhances customer satisfaction by allowing retail teams to report in-store customer issues quickly.
- Enables retail personas to use the Store Inquiry Al agent for faster resolutions.
Now Assist for Retail Service Management (RSM) highlights for the Zurich release
The Store Inquiry AI agent enables retail HQ teams by:
- Intelligently searching knowledge base articles, past cases, and attached documents to provide clear, policy-compliant responses.
- Sharing resolution steps and prompting agents to accept, edit, or reject AI-suggested solutions, reducing manual effort and improving decision-making speed.
- Learning continuously from resolved queries to deliver more accurate and relevant suggestions over time.
The following plugins are installed with the Retail Core application:
- Customer Service plugin (com.sn_customerservice)
- Business Location plugin (com.snc.business_location)
- UI Components for Customer Portals (com.sn_ciwf_ui_cmpnt)
Role required to install the application: Administrator (admin)