---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Manage queues and interactions

# Walk-up Experience queue and interaction management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Walk-up Experience queue and interaction management

The Walk-up Experience in ServiceNow enables managers and technicians to efficiently handle walk-up location queues and interaction demands.
It provides tools for technicians to view, manage, and fulfill walk-up interactions using the CSM Configurable Workspace, streamlining customer service delivery at physical walk-up locations.
Show full answer Show less  

## Key Features

* **Technician Access via CSM Configurable Workspace:** Technicians can access a personal inbox aggregating work from multiple service channels, including the Walk-up Service Channel.
* **Automated Interaction Assignment:** Interactions are automatically pushed to technicians' inboxes based on assignment rules configured in the Advanced Work Assignment feature.
* **Concurrent Interaction Handling:** Technicians can work on multiple walk-up interactions simultaneously and promote interactions to cases if needed.
* **Flexible Interaction Management:** Technicians can manually pick specific interactions, work with any requester from anywhere in the queue, and use Agent Assist to expedite fulfillment.
* **Technician Module Features:** Accessible via the application navigator, this module allows:
  * Viewing assigned walk-up interactions and queue locations
  * Reassigning or modifying interactions
  * Transferring interactions between technicians or queue locations
  * Viewing scheduled and upcoming appointments
* **Support Applications in Workspace and Platform:** These include:
  * **My Walk-up Inbox:** Personal inbox showing assigned interactions pushed by assignment rules.
  * **My Walk-up Locations:** List of physical walk-up locations assigned to the technician.
  * **My Assigned Walk-ups:** Interactions currently assigned and in progress.
  * **Open - Unassigned:** Queue of new or unassigned interactions available for picking.
  * **Closed Walk-ups:** View of interactions completed or abandoned.
  * **Scheduled Appointments:** Overview of upcoming appointments for the walk-up queue.

## Key Outcomes

With the Walk-up Experience, ServiceNow customers can expect enhanced efficiency in managing walk-up service queues, improving technician productivity and customer satisfaction. The integrated workspace and assignment automation reduce manual queue management, enabling technicians to promptly address customer needs and escalate issues to cases when necessary. Overall, this functionality supports a streamlined, organized, and responsive walk-up service operation.  
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.
{#csm-walkup-manage-demand__ul_pn4_pdy_xfb}

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.
{#csm-walkup-manage-demand__ul_jvz_klj_qfb}

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:  
{#csm-walkup-manage-demand__table_mlz_tdy_xfb__entry__2}

| 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. |
[Table 1. CSM Walk-up Experience technician applications]

{#csm-walkup-manage-demand__table_mlz_tdy_xfb}