Appointment Booking

  • Release version: Zurich
  • Updated December 4, 2025
  • 2 minutes to read
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    Summary of Appointment Booking

    Appointment Booking in the Zurich release provides ServiceNow customers with an omnichannel, unified experience for employees to schedule and manage appointments across various business units such as IT support or HR consultations. This feature enhances employee engagement by offering easy access to appointment scheduling through Employee Center or Employee Center Pro Kiosk, supporting both virtual and in-person options.

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    Configuring Appointment Booking

    Administrators can configure appointment booking by creating categories and reasons for appointments, linking them to location-specific queues, and setting communication channels based on user location. Leveraging Unified Taxonomy for Employee Center helps standardize appointment categories. Existing reasons from ITSM Walk-up Experience can be reused to streamline setup. Location consent records enable configuration of communication preferences tied to walk-up location queues.

    Key prerequisites include:

    • Installing Employee Center Pro
    • Activating ITSM Walk-up Experience

    Configuration tasks include opting into unified appointment booking, creating reasons, mapping categories and reasons to locations, setting communication channels, configuring feedback, and managing page routing.

    Using Appointment Booking

    Employees can schedule appointments via the Employee Center homepage, request forms, or Knowledge Base articles. They select a category and reason, choose virtual or in-person appointments, and can manage or provide feedback on their appointments.

    Managing Appointments

    Agents can view and manage employee appointments within Service Operations Workspace or Agent Workspace. Appointments are accessible through predefined lists such as "Walk-up - Appointments," allowing seamless tracking and handling of scheduled sessions.

    Benefits for ServiceNow Customers

    • Provides a centralized, user-friendly appointment scheduling system across multiple departments
    • Supports location-based and communication channel customization for a personalized employee experience
    • Integrates with existing ITSM Walk-up Experience to leverage current appointment reasons and workflows
    • Enables agents to efficiently track and manage appointments directly within ServiceNow workspaces

    Provide an omnichannel unified experience to your employees to schedule and manage appointments across multiple business units such as IT support, HR consultations, or other business units.

    Configuring Appointment Booking

    As an administrator, you can create categories and reasons for appointments. You can also configure the communication channels for the appointment based on the user location.

    You can leverage topics from the Unified Taxonomy for Employee Center to create appointment categories. For more information about Unified Taxonomy, see Unified Taxonomy for Employee Center.

    The appointment booking experience leverages user criteria to display reasons that are relevant to the user. You can create new reasons and link them to location queues to use them for appointments. If you are using ITSM Walk-up Experience, you can reuse the existing reasons for appointment booking.

    You can create location consent records to configure the communication channels and link them to a walk-up location queue to use them for appointment booking.

    Note:
    To configure the appointment booking feature, you must install Employee Center Pro and activate ITSM Walk-up Experience. For more information about the plugins, see the following topics:.

    For more information about configuring the appointment booking feature, see the following topics.

    1. Opt in to unified appointment booking
    2. Create an appointment reason
    3. Configure appointment communication
    4. Map category and reasons to a location
    5. Configure feedback for appointment booking
    6. Configure page routing for appointment booking

    Using Appointment Booking

    As an employee, you can schedule an appointment from Employee Center or Employee Center Pro Kiosk. The option to schedule an appointment is available on the homepage under quick links, on a request form, and on a Knowledge Base article. You can select a category and reason for your appointment, and opt for a virtual or in-person appointment. You can also manage your appointments and give feedback about completed appointments.

    For more information about using the appointment booking feature, see the following topics.

    Managing Appointments

    After an employees books their appointment. As an agent, you can check all the appointments in the Service Operations Workspace or the Agent Workspace.
    • To check the appointments in the Service Operations Workspace, do the following:
      1. Go to the Service Operations Workspace.
      2. From the navigation, select List.

        The Default lists and the My lists navigation is displayed. You can check your appointments from any of the lists.

      3. In the My lists, go to Opened by link > Walk-up - Appointments.

        You can also check the appointments from the Default lists. Go to Default lists > Walk-up > Appointments.

      For more information, refer to Walk-up Experience management in Service Operations Workspace and Create an appointment through incident.

    • To check the appointments in the Agent workspace, refer to . .