---
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


---

# Using Walk-up Experience

# Using Walk-up Experience {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM
Walk-up Experience dashboard to monitor the performance of agents and service locations.  
Customers can use the Walk-up Experience feature to complete the following tasks:

* [Check in at a walk-up location](https://www.servicenow.com/docs/UlCP1PCzh0h_e9~t16PCfg "As a store representative, you can enable customers to check in on arrival at your service location. The user is added to the requester queue after filling in some details and a reason for the visit.") and join a requester queue.
* [Schedule an appointment or join a requester queue from the Customer Service Portal](https://www.servicenow.com/docs/o3FOv3Wc6EzLomG47cKPog "Customers must invest time in coming to a physical location for service. The ability to book appointments at a specific time helps plan visits to the service location. A slot is pre-assigned based on the appointment booking.").
* [Schedule an appointment as a guest user](https://www.servicenow.com/docs/J6GGVa55lzbsmJ5B~Zp2dQ "Schedule walk-up appointments as a guest user from either the Customer Service Portal or Consumer Service Portal.").
* [Modify or cancel a walk-up appointment as a guest user](https://www.servicenow.com/docs/ErN3W_Vr9mawcs61Joa1tw "Modify or cancel walk-up appointments that you have scheduled.").
* [Monitor requester queues](https://www.servicenow.com/docs/PBr6501slFaTqm~1af8gWw "Once you check in at a location, you are notified of the wait time and your position in the queue. You can view the issues being serviced and the queue.").
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Walk-up experience technicians and managers can view and manage walk-up interactions and queues and view the CSM Walk-up Experience dashboard.

* [CSM
  Walk-up Experience dashboard](https://www.servicenow.com/docs/5tPCEkt_ra0~AWcq8Vl1og "As a service manager you can see key metric reports for walk-up interactions which helps in monitoring the performance of agents and service locations.")
* [Manage queues and interactions](https://www.servicenow.com/docs/9FhuLFwmigJNoorIiIwOBQ "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.")
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