okay so we'll go ahead and get started and just before we get into the meat of the webinar today we do have some housekeeping items that I will go through if you have been to a few Service Now webinars you will no doubt recognize this uh beautiful slide our safe harbor notice for forward-looking statements while we are focused on talking about what has been released there's a chance that we'll talk a little bit about the future um and you should not make purchasing decisions based off of that i am your host for today i'm joined by a few other panelists that you might see answering questions in the background my name is Anita i'm an outbound product manager for our retail industry products we're joined by our broader retail product team um so here I'll be guiding you through what's new uh with Yokohama and thanks for joining us this is a part of our live on service now webinar series there are many more of these what's new events that are happening along with other deeper dives um office hours different types of events that you can join and so here you can go ahead and see the schedule by scanning the QR code or stay updated with the link that LMI has put in the chat to see all of the different live onservice now events that are available through our community and just a few housekeeping items for this particular webinar we have plenty of time um at the end of our content today for Q&A so if you would please use the Q&A button instead of the chat to submit questions that will make it so other people can also see your question and we'll be able to go through those um and make sure your question is answered before um the other before the end of the call we often get questions about whether these presentations are recorded and available this will be updated in a few business days on the Service Now community page um so the same place where you registered this event you'll be able to find the recording and our presentation and when you leave the webinar you will be prompted to fill out a short survey and we would love to get any of your feedback on how we can make these kinds of events valuable for you um our customers and partners who are working with our products and learning more about what we have to share so with all of that housekeeping out of the way I'm going to go ahead and set some context for our retail products so first all uh first of all excuse me um we have our relatively new retail products retail service management and retail operations however Service Now itself is not at all new to the retail and hospitality industry space as you can see we work with many of the top retail brands globally and we have a lot of expertise in the different kinds of processes and workflows that address the pain points that our customers have so when we started looking at what additional value we could provide with our retail products um and here from now on I'm going to refer to them as RSM retail service management um and RORO or retail ops retail operations we really started with understanding what our customers were already doing how we could assist them in finding more business value with Service Now and using that to structure the capabilities that we deliver to our retail customers so before we get any further we did want to just gauge um your familiarity with our retail industry products and go again those are retail service management and retail operations so I'm going to go ahead and launch a poll here so that we can get more insight into whether you're joining us today to learn a little bit more um about what these products are or maybe um you're just catching the update in Yokohama specifically so we have people in this webinar across um a lot of these different areas of familiarity and that's great we're really excited um for you to be joining us to learn more about um our industry products and it looks like um I'll just go ahead and share the results for a very brief moment um a lot of us are here today to learn about the industry products themselves as well so we're going to give a little bit of background um on on these topics before we move on to specifically what's new in Yokohama i apologize I've been looking to the left side just to handle some of the poll logistics but um we'll keep going and we're here to share all of these topics with you okay so Service Now has that background with retail and what we're hearing many of the times was that for the end customers of our retail and hospitality Service Now customers they were really looking at how they can deliver great instore experiences quickly and efficiently and even though there is kind of that wide web of different ways that our end customers now interact with our brands the instore experience or in restaurant experience was still extremely critical and highly influential on that overall customer experience however um to deliver these experiences there are actually a lot of challenges and this is what we heard directly from our retail customers first of all there was really no end-to-end visibility from HQ to the store they're often using manual tools and processes on site and they're siloed and disjointed operations that make it really difficult to streamline operations um from HQ wanting to do um their thing with automated processes and the store kind of existing in their own universe and so because of that um there was a lot more time that was being spent on tasks um and and kind of fixing things instead of with the customers to provide that amazing experience so um we were looking at these challenges and they also fit into that larger picture of the customer experience beyond just the retail industry in which we have a lot of expertise right for our customer experiences not only in the store there's a high degree of complexity um and that promise of selfservice has not necessarily um turned out to always be as simple as it sounds we have these agents this kind of human middleware who who are connecting all of the different um operational teams that need to work together including the store to serve the customer so with Service Now um we're really all about taking these you know customer and customer experiences using our workflows connect in our stores um our different operational teams the customer experience and support teams all together to promote kind of a more personalized experience with much lower cost and for the retail industry specifically not only are the agents kind of that frontline team that are working with our customers we also have our store teams in the front line so when we were understanding these challenges from our customers it became really abundantly clear that uniting um these these different personas across the retailer whether they were sitting at HQ whether they were at um a store location would need that kind of endto-end visibility self-service and unified operations and that was the challenge that we're working to solve with our retail industry products and so here um what we have and this is just a summary of the two products that I mentioned retail service management for headquarters and retail operations for store teams what we're doing is bringing this entire retail organization onto one single platform and that allows us to serve the customer more deliberately through consistent experiences on every channel whether that is the store whether that is a direct reach out to customer service um or or um or any other channel really that you can think of so when we talk about our features today uh that we're delivering through our retail products it is really through these two different personas our headquarters teams who need to coordinate and really um complete a lot of the different operational work that is going to then allow our store teams to focus on what they do best which is serving the customer on site now what we're doing is building our retail innovation on top of a very strong foundation right so we're all about accelerating retail transformation with this single platform and we have the platform from the now platform building on up to our CRM foundation that delivers things like case management omni channel um and different capabilities and layering on top of that even to focus on the industry specific experience that's necessary to deliver these use cases such as customer service store operations and store support so when we talk about our retail product we're just focusing on that very tip of the iceberg we are supported by an entire platform of experiences of innovation of AI tools that work together to deliver this vision so when I also mention what is coming out on retail I do want to emphasize that while our product is relatively new we launched in Q3 of 2024 we are building on a legacy of product evolution that has spanned years um and here what we're focusing on is in particular from our CRM platform um which is the workflow that our retail industry products are built on top of so as you see the enhancements that I'm showing you today understand that they are part of a broader context of the innovation that we're delivering through our platform through our CRM foundation and of course our tailored retail industry product all right so with that background I'm now going to talk briefly about what was released in Xanadu um and so as I mentioned um this is a very new product so if you're not very familiar with um our our product capabilities already you might not have um received this information before so we're just going to do a quick highlight on our Xanadu release um when our product was launched so here um what we brought out in the Xanadu release is the retail data model and what this is and and here at Service Now we really do love talking about data models but I think a lot of customers have questions about like well what does this really do for me um the retail data model was building on top of a tool a data model that existed in CSM already a customer service management called service model foundation and what this data model at the end of the day was enabling was being able to track information about our locations and for retail this is stores this is restaurants this is hotels um any kind of um business location as we call them um where customers are being served and so this data model not only tracks this information but provides out ofthebox roles and responsibilities to really hone the access in which people have the ability to see you know customer cases that are associated with their location or more commonly request help on behalf of their location um so in this case this data model is you know like a table with many fields but it's so much more than that right and it's also much more than an address on a map which was also what we heard um people were kind of using some location information to track before so what we were able to deliver with the retail data model is really industry specific uh content that we're tracking alongside these locations the ability to add people as members to a specific location so here you can think of people working at a store and with that allowing them to request um help and get shared visibility to anything that was happening in their store instead of working as a single individual um within the organization so the data model has a lot of outofthe-box capability when it comes to visualizing um information about the store um to being able to track who works at the store and the role that they have as well as the equipment that is located at the store as well so that brings a lot of content into one place and allows us to again use and of this the requesting on behalf of a store as the idea here and this is really a foundational release um that builds the found it's a foundational release uh that sets the stage for everything that comes next right without this data kind of in this um in this structured way um we or rather with the data in this structured format we can now go ahead and use this to you know assign work to specific stores in the data model which is something that I'll talk about shortly but at the end of the day the retail data model is really the backbone of how we're delivering this industry specific capability alongside the retail data model we also shipped a base case now this is really meant to provide kind of a template um for additional case types that you would extend off of this but for retail um we really did focus on kind of specializing what was being shared um in this view um in terms of like what people need to see for a retail case versus like an end customer um situation in customer service management so this was really about streamlining cases to simplify support um and giving people something to refer to when they create their own case types for their own um different processes that they will have when they're working with retail so Xanadu was really a foundational release um getting our data structures in place and ready to leverage a lot of the other tools that we're now shipping in Yokohama so in Yokohama in the Q125 store release we're bringing two major capabilities i'm going to spend a little bit more time focusing on the Yokohama what's new since that's what you're here for so right off the bat the first capability that we're shipping in Yokohama is something we're calling retail multi storere case generator and you don't need to remember this name um but what it is is it's really kind of our our um initial framework for how we assign cases to multiple different stores that we're selecting and we're going to continue to build off of this throughout the future to deliver um a task management um vision for the store that is unique to retail um versus just available through the Service Now platform and this is one of the first um capabilities that is really targeted at how stores and HQ teams particularly need to assign work to stores so here what you're seeing in this screenshot and we'll see a demo shortly is the ability to use those stores that are added in the retail data model hence why that data is always important and being able to use this picker as an HQ uh operations team member to go ahead and create child cases all at once for the stores that are selected um and so one particular way in which this can be helpful is if you have work that needs to go to multiple stores at once so maybe something like um something that's rather urgent like a product recall um where you have uh certain stores in certain regions that might be affected um it could also be something like oh we need to change the the the signage that's in the store for a particular product i need someone to go um and take a look at this case here we are using case as kind of a vehicle for assigning work tasks are coming down the line um but what we have right here is the ability to go ahead and assign that work to the store um and not just a particular person or individual and what this gives us again in combination with the retail data model is the ability to have that shared visibility across anyone who's a member of that store and for the HQ team to only have to go and figure out okay which store is it really that we need to assign to and without this kind of capability we were hearing lots of stories about how people were handling processes like this um it will surprise no one to hear that spreadsheets really figured a lot into this equation and so instead of having um to track and email then manually call um people to follow up on things that needed to be tracked by HQ you can now have these child cases um that will do of that tracking for you so let's go ahead and see a brief demo on this topic let's see a demo of the retail multi-store case generator new in the Yokohama Q1 store release the retail multi storere case generator allows HQ teams to assign work to multiple retail organizations at once many retailers have to roll out projects that affect multiple stores but they have no way of assigning and tracking work other than manually leading to many emails spreadsheets and phone calls to follow up on which store has completed their tasks with the multi-store case HQ creates one parent case which is then assigned out to all the stores that they select making it easy to assign and track work at retail stores in this demo Angelia works at GlobalMart HQ as part of their operations team she needs all of the stores in the Southeast region to put up new signage for regional promotion so she creates a multi-store case fills out the details then assigns it to the relevant locations after that's done she can keep track of which stores have closed out the work in a single view on the store side Frank is the manager of Miami Mart which is one of the stores that needs to put up the promotional signage he sees the new case on the retail portal where he can review it assign it to a store associate and close it out when his team is done let's take a look angelio works with many stores across the global mart organization to make sure they are all coordinated when the visual merchandising team is rolling out new promotional signage she works with them to ensure that the correct stores are notified to put up the displays in a timely manner to kick off the multi storere case she can stay in her workspace and simply create a new case here she is using a generic multis storere case service definition but her admin team can also set up specific case types if there are processes that require specific fields and steps angelia can go ahead and fill out the key information then save the case this will kick off the store selection process on the affected retail stores tab she can select the relevant stores using filters if needed to identify the correct ones with the stores selected the case generator will automatically create child cases for each location with the details that Angelia filled out on the parent case once that's done she can see a list of the child cases with their status for an easy way to track which store has marked the case as complete on the store side Frank is viewing the retail portal to see what kind of tasks he and his team need to complete at Miami today he sees a case that's come in from HQ and it's automatically assigned to him since he is Miami Mart's manager opening up the case he can see all the details that Angelia included and if there's any questions he can always use the activity stream to communicate with HQ directly he can also assign this case to someone else on his team directly everyone at Miami Mart is able to see this case already but the assignment lets people know whose job it is to take care of the work at hand once the signs are all up all the Miami Mart team needs to do is close the case and back at HQ Angelia knows that they've got their promotional display set up successfully no extra phone calls or emails needed with the retail multi-store case generator any type of work that needs to be completed by multiple stores can be simplified with an easy way to assign cases to the relevant locations all at once this streamlines operations for HQ teams as well as a retail front line making day-to-day work easier for everyone all right so that was our retail multi storere case now I'm going to talk about a capability that you actually have gotten a sneak preview of in the last demonstration um and that is our retail portal now the retail portal is a dedicated industry portal for our frontline teams so just to be really clear um this is not for the end customers of the retailer right this is for people at our store locations and what we did when we really reapproached the portal experience was to focus on the information that a store team would need including key um key performance indicators that are different um for different personas you know whether that's a store associate um whether that is going to be the um the store manager or regional manager so making that reflect um what they're looking for and then having configurable portal widgets as well so on the admin configuration side it's quite easy now to update what's being shown in this portal in all these different lists from the columns filters everything very um easy to configure rather than the more locked in um widgets that were previously used on a business location support portal if you're aware of that one so here this is really about increasing store productivity right bringing the retail cases um being able to showcase catalog items that are specific to a store team and quick links all within a very streamline interface that is also mobile responsive so here what we're doing is really focusing on store team experience and from our um discussion with our customers that's really one of the big challenges to solve for the retail industry which is delivering experiences that are intuitive that are fast to use for our for our store teams that are not working on a desktop day-to-day um like other Service Now personas so by making this portal really something that is visually appealing able to be configured quite quickly streamlined mobile responsive this becomes a place where our teams can go to get everything that they need for self-service um as well as for requesting help this is all about reducing the time to value we know that for our retailers having a portal is something that they're going to tailor and configure to best match their brand because that's also really important to showcase to our store teams um or on-site teams um beyond just stores but also for restaurants and hotels and so this portal is really geared towards that purpose so let's go ahead and take a look at this next video let's see a demo of the retail portal new in the Yokohama Q1 store release the retail portal allows frontline teams to easily access assigned cases and self-service tools for day-to-day operations admins also have the ability to configure many of these widgets to display the most relevant details for their store teams in this demo Frank is a manager at Miami Mart who keeps track of his team's work on the retail portal the store associates as well as the regional manager are also able to leverage the same portal to see the most important information for their roles let's take a look frank is just getting started with his shift at Miami and he wants to take a quick look at some of the tasks he'll need to take care of today his first stop is the retail portal which is built specifically for frontline teams at stores restaurants and other location types he can access the portal from any device since it's mobile responsive at the top of the page Frank can report an instore issue with a direct button as well as view the rest of the service catalog but since he's here to check on existing items he can keep moving the next thing he sees is how many high priority cases there are in the retail KPI widget he can also see that there are cases assigned to him so he can plan out his day the widget displays different metrics to different personas such as store associates and regional managers to highlight the details that are most important to their role below the retail KPI widget you can see the full list of cases that are assigned to Miami along with any case tasks and finally there are quick links for any new and announcement KBs that HQ has published along with the most popular articles while Global Mart uses the out- of-the-box version of the retail portal many of the widgets themselves are easily configurable and the branding and imagery can be swapped out through the portal designer frank selects his assigned cases which brings him to a page with additional categories and filters he can use to narrow down what he's looking for he opens the assigned case and reads more details to understand what his store needs to handle cases from HQ come in assigned to him automatically but he can reassign it to someone else on his team for completion he can also add some more details in the case itself so his team knows exactly what to do frank also has access to a refreshed knowledgebased view through the retail portal which makes it easier to find the guidance he needs for all the different kinds of scenarios that can come up in store he can also see more details about the Miami Mart store itself since he only works at one store he sees just the Miami Mart listing but anyone who works at multiple locations or manages multiple stores within their hierarchy would see all their locations listed here clicking into the Miami Mart page Frank can see specific information about his location including team members as well as any additional items that Global Mart admins have configured such as the store equipment list with all the information he needs at his fingertips Frank can focus on managing his team at Miami instead of looking up all the different links for requesting help checking his email for tasks from HQ or even calling store support for help with troubleshooting equipment this all lives within the configurable retail portal an experience tailored for retail and hospitality frontline workers and designed to be easily configurable by their admins all right so that was our retail portal um capability and so just to sum that up um I know I've moved to the Q&A slide just to avoid the video repeating um we have two main features that we're showcasing the retail multi-store case generator and then the retail portal and these are really kind of fundamental experiences shaping how we assign work to our stores that will continue to be built on and on the portal side how our store team experiences um the different work that they're receiving as well as request help at this point we have plenty of time to do a Q&A so if you have questions please do post them in the Q&A tool so that we are able to see them and I'll go ahead and answer a few of them live all right so we do have a few questions some have been answered by the retail product team already um but we'll just go over them together the first question that's here is is the store portal similar to employee center just focused on a location audience and that's a great question it's one that we get several times there are some differences between what the retail portal does which is kind of focused on the elements of working in the store versus e uh employee center which is more centered around how an employee gets help especially around HR issues or things that are pertain to them as an individual the main reason I call this out is because our retail portal is designed with a shared visibility in mind right so with the retail data model what we have um for example Frank at Miami Mart um he has a whole team that can see all those different cases and it's much more about um getting shared visibility into requests um so whether it's the store asking for help maybe the freezer is broken they want everyone to be able to see that a request has gone in um so that there isn't duplication of that request or things coming down from HQ that they can all see and understand kind of where that information is coming from so the retail portal is really specifically focused on when people are working um in the store that being said we have had plenty of customers work to kind of combine these experiences in a way that makes sense for them um and others kind of emphasize that they want to have two separate portals um so the follow-up question um that I will um respond now to so Frank may need to use two portals that's entirely really up to um how you want to configure this experience um the retail portal is again out of the box with all these different tools that are um built to leverage the retail data model um however is not um it is not mandatory that they use two portals but in practice what we have seen is that um our our customers may want some level of separation um we've heard the phrase you know apron on versus apron off when your apron is on you are really working only in that context of your own store and being able to have that shared um you know focus with your team versus apron off you as an individual um getting help for you know maybe HR questions that obviously you would not want to share um with the rest of your store team so there are many different ways uh to go about this it is really about how um how you envision your solution working um and there are a lot of different dynamics at play here so I would recommend reaching out to your solution team um for additional context all right there are a couple of other questions that I want to reiterate that were um questions that have come in the Q&A already earlier um is this for any sort of work to associate stores to a district or region so a case could be assigned to an entire set of stores for a reason um yes so you can go ahead and use this to assign um and just to be clear cases um for now with additional capabilities coming later to the different stores that are set up in the retail data model and you can filter those stores based off of the regions that are a part of that's another piece of information that's provided by our retail data model and to emphasize as Rita's talking about this could be for specific stores this could you could check the box for all stores at once um it could be for a wide variety of use cases um we're not prescribing um the specific type of work to be done here um but we do have both the ability in the data model to group our stores by districts by regions um there is that hierarchy and concept within the data model and then once you have that information you can use it to narrow down who you're assigning things to and as Rita also mentioned in response to Dorothy um in terms of AI agents coming for retail stay tuned uh that's our safe harbor slide coming into effect here that will be in the second half of 2025 all right um so here uh we have a question about will the retail data model be extended to change um so changes could be pushed to affect a set of stores so as of right now the retail data model largely works with um CRM concepts so things like case um that being said when you have a case you can spin that off into um another kind of entity as needed so that the different teams that are working to support the store to support the customer have uh the ability to work in the experiences that they like and they are comfortable with um without necessarily having to then shuttle back that information back and forth between the person who might triage um the the issue um before it goes to those further teams a question on um from Daniel my customer are uh my customer is using source to pay from service now can they also run retail operations in the same instance um so this is a detail I would want to double check I don't see an issue with this um we are um like one solution within the broader bucket of the service now platform um and so if this is a licensing question should probably go to your account team um for further detailing but in terms of can customers use both products Um the answer is certainly yes all right any other questions that we can answer for you all today i'll go ahead and wait um for a few minutes um to see if new questions pop up right I think it's looking like our questions have slowown slowed down um if you do have questions that come up after this webinar please do feel free to engage with us on our service now community page there is a retail and hospitality industry product hub which is also where you will find this recording in this event um event post um for this particular webinar so if you're looking for the recording if you're looking for the slides they will be posted within a few days um the slides will be added to the post in community and the recording will be added to our YouTube channel where you'll also find our demo videos that you can share um with your colleagues if they were not able to to join us for this webinar so if there are no further questions I'll go ahead and say a very big thank you um thank you for joining us today to learn more about our retail products uh while there we're getting started with a lot of new capabilities there's a lot that we're doing already to streamline the retail experience we would love to know what you're thinking about today's event with our postevent survey so with that thank you again for joining us um it's been a pleasure to share this information with you and to have such an engaged audience and have a lovely rest of your Wednesday we'll talk to you