What is kiosk in walk-up experience

[Kishor O]

I need to create a kiosk for the walk-up location can anyone brief what is kiosk and the required configuration to create kiosk?

[jMarshal]

A "kiosk" is the device that clients use to interact with your Walk-up Location, prior to being accepted to the queue. Usually this is a tablet or large touch-screen device that is installed in a secured way (using a stand, locked in place) and configured to only go to the ServiceNow Walk-up Location portal. We use an iPad. Please let me know if you need any more information or advice! Happy to help!

[Kishor O]

Hello @jMarshal Thanks for your response.

I have a few more queries on this as per our requirement.

*We want to display a QR code in the kiosk when users scan that QR code it should join them into a walk-up queue and create interaction to that user.

*How can we achieve this ? Recommend me if you have any other alternative way to achieve this.

[jMarshal]

I'd strongly advise against having the QR code automatically join the end user to the queue (creating the interaction record automatically)...strongly.

The most important part of the interaction record, when joining the queue is the person's name (who's turn is it for walk-up service?) -- if you try to create the interaction from the QR code, you will need the person using it to already be authenticated...which isn't always going to be the case...and you'll need to consider how to handle it, when they are not...which can get unnecessarily complex.

In my opinion, it is also unintuitive for the end user. They'll approach the walk up, scan the code and without any other input, they'll be queued...which would be confusing because they'll wonder where/how they specify what they're interaction is for and they'll miss all of the additional features provided by ServiceNow (like messages about the queue or dequeuing options)...

...having said that, this is a great idea! Instead of having a kiosk (or in addition to the kiosk), this simply makes the end user's mobile device the kiosk. Simple, elegant.

I would have the QR code take them to the portal page where they would join the queue...see example below:

https://instance.service-now.com/sp?id=walkup_online_checkin&location_id=<location_id>

...where "instance" is your instance name and <location_id> is the sysID of the walk-up location, at which you are queuing.

The end user experience would be that they scan the QR Code and their mobile device will take them to a page which has a "Check in" button. They may be prompted to authenticate first (depending on how your SP is configured) and need to supply the reason. If you don't require authentication, you will likely have this page configured with a User field, where they'd select their name from a list (reference to sys_user). 

This way, you guarantee you get all relevant info and they'll see all of the oob messages that direct them to use the queue as designed. They'll also be redirected to a page where they can see the queue and can dequeue if desired.

Hope this helps! Please mark helpful and/or solution as accepted, if so! - I'd appreciate solution accepted if you feel this is a solution for you. Thanks 😁

[Kishor O]

@jMarshal  Can't we use the walk-up portal in the kiosk?

*Can you explain something about the walk-up portal and its uses