Workplace Services Kiosk: Setup Guide

[Arun Sarav]

This article will give you an overview of the what Workplace Service Kiosk application is, its key features, and how to get started.

Introduction

Workplace Service Kiosk application provides a seamless self-service experience for visitors and guests. Introduced in the Xanadu [Aug'24] release, it focuses on visitor management kiosk features and offers a modern, user-friendly interface for the following tasks:

• Visitor Self-Registration
• Visitor Self Check-In & Check-Out

This is a web-based application designed for kiosks. We can set web browsers to kiosk mode for use in physical kiosk stations.

Benefits of using Workplace Service Kiosk:

• Improves efficiency and reduces wait times
• Frees up receptionists and staff for other important tasks
• Enhances the overall visitor experience
• Projects a modern, tech-savvy image for the organization

Use Cases for Workplace Services Kiosk:

In corporate offices, a Workplace Service Kiosk can streamline the visitor check-in process, reducing wait times during peak hours. In hospitals, it can help direct patients and their families, providing quick access to information and easing the burden on front desk staff. Universities can also benefit by offering self-service check-in for prospective students and their families during campus tours, enhancing the overall experience of the users.

Required Plugin:

• Workplace Services Kiosk [App ID: sn_wsd_kiosk]
• Workplace Visitor Management [App ID: sn_wsd_visitor]

Implementation consists of two key configuration steps:

1. Kiosk Management Setup [Part I]
2. Integrating with Visitor Management [Part II]

Part I: Kiosk Management Setup

Step 1: Setting up Kiosk Home Page

This is the first page visitors and guests will see when they access the kiosk device. Here, we can customize the company logo, background image, title, and subtitle for the UI Page.

1. Navigate to Kiosk Management → Kiosk homepage → Create New
2. Fill in the mandatory fields. For detailed field information, refer to this guide
3. Submit the form

Step 2: Setting up Kiosk Configuration

Here we will create the actual kiosk that visitors will interact with. We'll define the kiosk device's location, who will manage it, and the default language for users accessing the kiosk.

1. Navigate to Kiosk Management → Kiosk configurations → Create New
2. Fill in the mandatory fields. For detailed field information, refer to this guide
3. Submit the form

Note: The location field must be a campus, a building, or a lower-order location.

Step 3: Setting up Kiosk Module

In this step, we'll create the kiosk module and configuration to determine the flow and pages displayed on the kiosk for visitors and guests. This setup focuses on the user experience, deciding whether to offer check-in only or both check-in and check-out functionalities.

1. Navigate to Kiosk Management → Kiosk modules
2. Fill in the mandatory fields. For detailed field information, refer to this guide
3. Submit

Step 4: Setting up the Kiosk Module Configuration [Complete Part II before proceeding]

1. In the Kiosk Module related list, click "New" to create a Kiosk Module Configuration
2. Complete all mandatory fields. For detailed field information, refer to this guide
3. Submit the form

Note: To pass data through the URL to the page itself, use the Page Parameter field. This step is optional. For more information on page parameters, watch this video

Part II: Integrating with Visitor Management

Step 1: Creating a Flow for Workplace Services Kiosk

This step will help us to configure the check-in and check-out flow for visitors.

1. Navigate to Workplace Visitor Management → Administration → Check-in flows
2. Fill in the mandatory fields. For detailed field information, refer to this guide
3. Submit the form

You can similarly configure the Check-out flows if you plan to use the check-out functionality.

Binding Kiosk Configuration to the Actual Kiosk Device

After we set up the kiosk features as kiosk admin, the kiosk operator can bind the kiosk configuration to the physical kiosk device.

Role Required: sn_wsd_kiosk.operator

1. Log in and navigate to https://<instance name>.service-now.com/kiosk
2. Select the desired kiosk for the specific physical location. For detailed information, refer to this guide
3. Click "Save Kiosk"

Providing the Kiosk Experience to Visitors and Guests

Role Required: sn_wsd_kiosk.viewer

1. After logging in as Kiosk Viewer -https://<instance name>.service-now.com/kiosk, the kiosk is ready for visitor use

If visitors have an existing invite, they can check in to the kiosk using their passcode, email, phone number, or name. Visitor authentication options can be configured through Workplace Visitor Management → Administration → Page Configurations

If visitors don't have an existing invite, they can self-register their visit via the kiosk.

The out-of-the-box record producer "WSD VM Self registration" is used for registering visits. However, this is configurable and can be changed at: /nav_to.do?uri=sn_wsd_visitor_page_configuration.do?sys_id=eaff036177520210d5876a985f5a9964

Key Confiugrations/functionalities of the Workplace Services Kiosk include:

• sn_wsd_kiosk.kiosk_reset_delay - This property sets the inactivity period after which the kiosk returns to its homepage.
• sn_wsd_kiosk.kiosk_heartbeat_delay - This property tracks when the kiosk was last active.
• Multilingual support: Visitors can select their preferred language from options retrieved from the sys_language table.
• Script Include for review: WSDKioskManagmentSNC
• Three roles are installed with Workplace Services Kiosk. For more details, check here.
• For a user to appear in the Host list:
  • The User should have a Workplace Profile pointing to a primary location in a given building.

• The Kiosk Configuration should reference the same building. This is to ensure that the list of hosts that appear in the dropdown is a list of employees with the said building as their primary location.

Customization Ideas:

You can add a signature pad to the visitor policy to capture visitor’s signatures and store them as attachments in visitor records. I'll provide some references I found while researching this use case. Keep in mind that this will involve technical debt, and organizations should maintain their own code as ServiceNow doesn't support customizations. If you'd like to see this feature in the out-of-the-box ServiceNow platform, you can submit a request here.

• Angular Directive: wsdCheckInPolicies - /nav_to.do?uri=sp_angular_provider.do?sys_id=4355df6853710210a634ddeeff7b124e
• UI Macro: Check_in_policies - /nav_to.do?uri=sys_ui_macro.do?sys_id=b7351f6853710210a634ddeeff7b124a
• Widget: WSD visitor check-in - /nav_to.do?uri=sp_widget.do?sys_id=a640936453710210a634ddeeff7b120a
• Custom Widget Source Code: https://sc.service-now.com/snds?state=widget-detail&sys_id=c292430f13a97a002ea1b2566144b0d4

Like other ServiceNow products, Workplace Services Kiosk is continuously improving! Stay tuned for further updates and Happy Reading! 😊

Reference:

https://www.youtube.com/watch?v=FS0O7KPgxrE

[Joey Day]

Hi Arun, thanks for such a detailed guide. Question: Is there any way to have the Kiosk page available to the public, i.e. so that no user with any role needs to authenticate on the Kiosk device?

[DavidB-ADT]

@Arun Sarav Would like to report a bug with the Kiosk page, please.

The Kiosk Header widget is using a hard-coded logo value. Line 51 in server script: data.logo = gs.getProperty('glide.product.image');

This is overriding the logo set in the portal theme and always uses the ServiceNow logo, instead of customer's logo.

[Arvid]

Hello @Joey Day , in order to run the kiosk, a user with the required permissions must be created and logged in to the experience. The kiosk has a mechanism to prevent the login from being "expired". This will allow guests to use the experience constantly.

Best regards,

Arvid

[Arvid]

Hello @DavidB-ADT ,

I have shared your feedback with our internal team. Thank you very much.

Best regards,

Arvid