Walk-up Experience insights into implementation

[dheerajcheepati]

Recently I was part of the team the enabled walk-up experience for a customer.

Here are some of the learnings -

1. Did you know that there is Walk-up experience capability available for both ITSM and CSM? While the interfaces are almost similar, it helps the persona(customer/consumer/Employee/contractor) get the necessary help in a timely fashion.

2. There is almost zero code involved to set this app for any customer.

3. There is no preferred sequence on when it should be implemented. I have seen customer implement Walk-up experience as one of their first apps to be consumed by employees.

4. Organization change management as always plays a crucial role to ensure employees are utilizing the capabilities.

5. We utilized Advanced work assignment effectively as there were many locations/sites the client had their employees based.

6. The Service Operations workspace is also flexible providing option for agents to either chat with the requester over MS Teams or get an appointment raised on their be-half.

7. My personal Favorite is Check-in option within Virtual agent that provides exceptional seamless experience.

8. I have always had issues figuring out when a technician is available. With the walk-up portal you can simply configure availability schedules/away state.

Finally, I found following articles immensely helpful.

• YouTube: Get ahead with ServiceNow Walk-Up Experience
• Community Blog: K18 Recap: Utilizing a Walk-up Contact Channel for IT & Beyond