Walk-up Experience queue and interaction management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Walk-up Experience queue and interaction management

    The Walk-up Experience in ServiceNow Zurich release enables managers and technicians to efficiently handle walk-up location queues and interaction demands. Technicians can view and manage assigned walk-up locations and interactions via the CSM Configurable Workspace, streamlining the fulfillment process for walk-up service requests.

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    Key Features

    • CSM Configurable Workspace Inbox: Technicians access a personal inbox aggregating work from multiple service channels, including walk-up interactions, with assignments automatically pushed based on Advanced Work Assignment rules.
    • Concurrent Interaction Management: Technicians can work on multiple interactions simultaneously and promote them to cases when necessary.
    • Flexible Interaction Handling: Technicians can manually select specific interactions or pull any requester from the queue at any time, supporting efficient first-come-first-served fulfillment.
    • Agent Assist Integration: Expedites fulfillment by assisting technicians in resolving interactions.
    • Walk-up Technician Module: Provides direct access to walk-up inbox, assigned interactions, queue locations, scheduled appointments, and tools to reassign or transfer interactions as needed.
    • Case Management: Technicians can open cases directly within the workspace for unresolved issues at walk-up locations.

    Applications Included

    The platform includes several technician-facing applications accessible via the CSM Walk-up Experience navigation bar and CSM Configurable Workspace:

    • My Walk-up Inbox: Displays walk-up interactions assigned to the technician.
    • My Walk-up Locations: Shows physical walk-up queue locations assigned to the technician.
    • My Assigned Walk-ups: Lists interactions currently assigned and in progress.
    • Open - Unassigned: Shows all new, queued, or in-progress walk-up interactions not yet assigned.
    • Closed Walk-ups: Displays all closed interactions with completed or abandoned status.
    • Scheduled Appointments: Provides visibility into upcoming appointments for walk-up queues.

    Benefits for ServiceNow Customers

    This comprehensive walk-up queue and interaction management solution helps ServiceNow customers optimize in-person service delivery by providing technicians with centralized, flexible, and efficient tools to manage interactions. It supports workload distribution, improves response times, and enhances case resolution at walk-up locations, ultimately leading to better customer service and operational efficiency.

    Walk-up Experience managers and technicians can efficiently manage all aspects of a walk-up location queue and interaction demand. Technicians can view assigned walk-up locations and interactions for walk-up fulfillment.

    Walk-up Experience provides technicians with inclusive fulfiller resources to organize and manage a walk-up queue.

    As a Technician you can access CSM Configurable Workspace to manage a walk-up interaction. Using CSM Configurable Workspace you can:
    • Access a personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel.
    • Get assignments automatically pushed to your inbox from the walk-up interaction queue.
    • Work on concurrent or multiple interactions at the same time.
    • Promote interactions to cases.
    • Work with any requester in the queue at any time by pulling from anywhere in the queue list, as well as from the top of the list.
    • Create cases for interactions
    • Manually pick an interaction specific to a requestor
    • Use Agent Assist to expedite fulfillment.

    As a technician you can typically fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inbox. Interactions are distributed to the walk-up agent inbox based on assignment rule configurations in the Advanced Work Assignment feature.

    Technicians can directly open cases in CSM Configurable Workspace when an issue is not resolved at the walk-up location.

    Walk-up Experience also includes a Technician module in the application navigator where agents supporting a walk-up queue can perform the following actions:
    • Access the personal walk-up inbox linking directly to Agent Workspace.
    • View assigned walk-up interactions.
    • Reassign and modify walk-up interactions when necessary.
    • View all scheduled and upcoming appointments.
    • View walk-up queue locations.
    • Transfer walk-up interactions to other technicians or queue locations when necessary.

    The following applications are included in the platform Technician module of the CSM Walk-up Experience navigation bar as well as viewed in the CSM Configurable Workspace under Walk-up:

    Table 1. CSM Walk-up Experience technician applications
    UI view and application Description

    Platform: My Walk-up Inbox

    CSM Configurable Workspace: Inbox    		 View walk-up interactions assigned to you in your personal inbox in CSM Configurable Workspace. Advanced Work Assignment pushes interactions to your inbox according to assignment rule configurations.

    Platform: My Walk-up Locations

    CSM Configurable Workspace: Walk-up Locations    		 View walk-up queue locations that you are assigned to support by physical address.

    Platform and CSM Configurable Workspace: My Assigned Walk-ups

    		 View walk-up interactions you are assigned to resolve or fulfill. These interactions have a Work in Progress state. You can also see your assigned interactions in your personal inbox on Agent Workspace.

    Platform and CSM Configurable Workspace: Open - Unassigned

    		 View all open and unassigned walk-up interactions for your queue locations. These interactions have either a New, Queued, or Work in Progress state.

    Platform and CSM Configurable Workspace: Closed Walk-ups

    		 View all closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state.

    Platform: Scheduled Appointments

    CSM Configurable Workspace: Appointments    		 View all upcoming appointments scheduled for your walk-up queue.