---
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


---

# Walk-up Experience for CSM user roles

# Walk-up Experience for CSM user roles {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Walk-up Experience roles for different users who interact with in-person support queues.
{#walk-up-experience-user-roles__table_ofb_jjr_vlb__entry__3}

| Role Name | Role | Description |
|-|-|-|
| sn_walkup.walkup_login | Store representative | Helps requester check in at the walk-up location. |
| sn_csm_walkup.walkup_technician | CSM walk-up technician | Fulfills user demands at the CSM walk-up location. |
| sn_csm_walkup.walkup_manager | CSM walk-up manager | Manages the team at the walk-up location. |
| sn_csm_walkup.walkup_admin | CSM walk-up administrator | Administers walk-up interactions, location queues, and walk-up reasons. |
[Table 1. Walk-up Experience for CSM user roles]

{#walk-up-experience-user-roles__table_ofb_jjr_vlb}
**Related tasks**   

* [Activate Walk-up Experience for Customer Service Management](https://www.servicenow.com/docs/MZuInPEIrlYUN0ddxvNBmg "You can activate the Walk-Up for CSM plugin (com.snc.walkup_for_csm) for Walk-up Experience if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.")