0
4.0.1
Australia Patch 3, Australia, Zurich, Yokohama
Standalone Application
The Retail Store Services application facilitates streamlined communication between store teams and headquarters (HQ) regarding operational questions or issues. Store team members can request help directly from HQ to ensure smooth regular operations.
- Streamline the process for contacting HQ with the new Store Inquiry case type in Retail Store Services application enhancing the store team experience. This case type provides a clearly defined workflow for resolution at HQ, enhancing operational efficiency.
- Minimize the time to value with a versatile tool that can be applied to various store-to-HQ use cases, ensuring quick and effective support.
- Enable store staff and managers to raise break-fix cases via Portal or Mobile, with duplicate detection and case tracking. HQ Support Agents triage cases in a unified workspace, classify issues by type, and create linked incidents or work orders with transparent resolution tracking.
- Integrate with Moveworks conversational AI to enable real-time break-fix case lifecycle notifications. Store associates receive proactive updates when cases are assigned, resolved, or when additional information is needed—closing the conversational loop.
- New
- Retail Break-fix case feature to streamline store equipment failure management (POS terminals, printers, scanners, scales etc.) by enabling store staff and RM/AM to raise break-fix cases via Portal and Mobile, with duplicate detection and case tracking. HQ Support Agents can triage cases in the CSM/FSM workspace, selecting service issue types (hardware or software) to propose solutions, create linked incidents or work orders, and communicate resolutions.
- Moveworks break-fix case notification integration to enable real-time webhook notifications to Moveworks when break-fix cases (raised via the Moveworks chatbot) undergo key state transitions - assignment, resolution, or awaiting information. Store associates receive proactive updates directly in the Moveworks chatbot, closing the conversational loop without needing to check the ServiceNow portal.
- Changed
- Support for now-sdk APIs is enabled.
The following plugins are installed with the Retail Store Services application:
- Retail Core (com.sn_retail_core)
- Retail Mobile (com.sn_retail_mobile)
- CMDB CI Class Models (com.sn_cmdb_ci_class)
- Customer Service with Service Management (com.sn_cs_sm)
Role required to install the application: Administrator (admin)