--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Key features # Key features of Walk-up Experience {#ariaid-title1} Release version: Australia Updated November 2, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Key features of Walk-up Experience Walk-up Experience is designed to enhance user satisfaction and productivity by offering immediate, personalized IT support at physical walk-up service centers. It supports employees and guests in accessing timely IT assistance through multiple channels, including online, mobile devices, and onsite check-ins. Show full answer Show less ## Requesters * Access Walk-up Experience via a Service Portal widget on laptops, tablets, or mobile phones, with geolocation routing users to the nearest walk-up queue. * View operational hours, estimated wait times, and queue position through the Walk-up Status widget on the Service Portal. * Use the Now® Mobile app to check upcoming appointments and queue status; requires activation of the ServiceNow Mobile Request Native Application plugin. * Schedule, reschedule, or cancel appointments online; only one appointment per walk-up location queue is allowed at a time. * Schedule appointments on behalf of others, such as executives, with appropriate configuration. * Receive notifications via email or mobile for key queue status updates, assignment to support staff, and request closures. * Integrate Walk-up appointments with Microsoft Office 365 Outlook calendars or download iCalendar files for other calendar applications. * Onsite check-in options include manual entry or badge scanning (requires configuration). * Large monitors at walk-up locations display real-time queue information, including wait times, queue length, and current service status, with audio alerts when it's a requester's turn. * Post-service, users can complete a single-question survey to capture sentiment. * After-hours support is available through displayed phone numbers and incident creation links on check-in devices. ## Agents * IT technicians manage walk-up queues using the Service Operations Workspace (SOW), which provides a personal inbox for walk-up interactions. * Agents can handle multiple transactions simultaneously, promote interactions to incidents or requests, and access stockroom consumables. * Scheduled appointments are routed automatically based on agent availability or can be manually selected. * Agents can self-assign to unassigned interactions and leverage Agent Assist to expedite incident resolution. ## Managers * Oversee daily walk-up operations and supervise technicians. * Use the walk-up dashboard to monitor operational and performance metrics, manage inventory availability, and ensure timely customer service. * Generate reports to communicate performance data to upper management. ## Administrators * Configure and maintain walk-up systems including location branding, queue management, appointments, notifications, and customer satisfaction surveys. * Manage stockrooms and walk-up location text content. * Deploy and customize the Walk-up online check-in widget within the Service Portal with no coding required for minor label changes. * Enable Microsoft Office 365 calendar integration to synchronize appointments and updates via Outlook invites (available only with Office 365 hosted calendar service). Walk-up Experience enhances user satisfaction and productivity by providing immediate and personalized support for IT-related needs. Every employee or a guest can check in and get support at an established walk-up service center. Requesters : Requesters can access the Walk-up Experience application in several ways. * Online and via mobile device: * Quickly check in online to the nearest available walk-up venue via a prebuilt check-in widget on the Service Portal using your laptop, tablet, or mobile phone. Note: Geolocation interfaces with the Walk-up Experience application to route you to the nearest walk-up queue. You can change the location, if desired. Geolocation uses browsers or mobile device coordinates to determine location. If geolocation is blocked on the browser, Walk-up Experience defaults to Latitude/Longitude criteria in the user profile or mobile device. * View hours of operation, the estimated wait time, and your position in the queue at the check-in location via the Walk-up Status widget on the Service Portal. You can also access the online Walk-up Experience check-in from this widget. Note: The Walk-up Status widget must be configured to appear on the Service Portal. * View upcoming walk-up appointments and current queue position by location using the Now® Mobile application Services tab on your mobile device. Tech Lounge visits appears if there is associated data. If no data exists, the section is hidden. Note: Requires activation of the ServiceNow Mobile Request Native Application Screens and Applet Launcher plugin (com.glide.mobile-employee). See [Mobile plugins and upgrades](https://www.servicenow.com/docs/access?context=plugins-upgrades&version=australia&pubname=australia-mobile&ft:locale=en-US) for more information. This plugin enables the Service Catalog functionality by default. * Schedule appointments for support and receive appointment reminders. Cancel or reschedule from links in the reminder or from the online check-in interface. * Schedule only one appointment for each walk-up location queue at a time. Note: Even with a scheduled appointment, you can still check into a walk-up location queue online or in person onsite. * Schedule appointments on behalf of others who need IT support, such as executives or direct reports. Note: Configuration is necessary to make this available to the Appointment delegation group of users, such as executive assistants. This is configured in the Walk-up Location Queue (\[wu_location_queue\]) table. * Receive notifications via email or your mobile device for the following events: * Your request is assigned to an IT support fulfiller. * You are close to next in line to be helped. * Your walk-up request has been closed or abandoned if you decide not to attend the queue. * View your Walk-up Experience appointments in your primary calendar with Microsoft Office 365 Outlook calendar integration. When you make an appointment, modify it, or cancel it, your calendar is sent invites to an appointment and any updates. Note: This feature is only available when Microsoft Office 365 Outlook is the hosted calendar service. * Add your online Walk-up Experience appointment to a calendar of your choice with iCalendar. Select a link in the portal to download an iCalendar file containing appointment details, including appointment location. {#key-features-of-walk-up-experience__ul_kml_tzk_qjb} * Onsite at the Walk-up Experience location: * Check into a queue at the physical walk-up location by manually entering either your name or email or by scanning an employee badge. Note: The badge scanning feature requires activation and configuration. Refer to [Badge Reader Integration for Walk-up Experience](https://www.servicenow.com/docs/yNdCT5aIEfDHJ4COeELYFw "Improve Walk-up Experience user satisfaction by using the Badge Reader Integration application at your on-site walk-up queue locations. Walk-up Experience users can scan an employee badge to check in to a queue, rather than entering credentials."). * Observe queue activities on a large monitor that displays both walk-in requesters and those with appointments. * View the monitor displaying how many people are currently in the queue, guest positions in the queue, who is being helped, and estimated wait times. * Hear an audio sound emitted from the on-site walk-up location large monitor when a person moves to the top of the queue for service. * Answer an available single-question survey which captures your user sentiment after a visit. {#key-features-of-walk-up-experience__ul_q2j_zzk_qjb} * After-hours support --- Get support even when a walk-up queue is closed. An IT support phone number displays on the check-in device, along with a link to create an incident in real-time. {#key-features-of-walk-up-experience__ul_sl1_bgn_zdb} Agents : The IT organization uses the Walk-up Experience application to meet the demand of urgent IT issues and requests. * Walk-up Experience IT technicians manage daily operations at the walk-up queue locations. They resolve IT-related issues, support mobile devices and laptops, and fulfill requests for software and hardware consumables. * The agents can accept and close Walk-up Experience interactions through the Service Operations Workspace ( SOW). SOW contains a personal inbox where walk-up interactions, if configured in Advanced Work Assignment, are automatically pushed for assignment. * Agents can manage all aspects of Walk-up Experience fulfillment using SOW. Based on their capacity, agents can work on multiple transactions at the same time. If records are on hold, they can promote interactions to incidents or requests, or access associated stockroom consumables. * Technicians can view and accept scheduled appointments in their personal inbox. Appointments are routed to the inbox according to agent availability. Alternatively, agents can pick and choose appointments manually. * If necessary, technicians can work with anyone in the queue at any time. Technicians can manually assign themselves to a walk-up interaction, by accepting the interaction from a list of unassigned interactions in SOW. * Agents can use the Agent Assist feature to expedite incident resolution. {#key-features-of-walk-up-experience__ul_axn_ygn_zdb} Managers : IT managers supervise the walk-up location technicians and oversee daily operations. * Walk-up managers can observe and capture operational and performance data by monitoring the walk-up dashboard. * Walk-up managers can use the application to increase IT customer satisfaction, confirm stockroom inventory availability, and provide customer service in a timely manner. * Walk-up managers can report performance data to upper management. {#key-features-of-walk-up-experience__ul_uqt_g3n_zdb} Administrators : Configure and maintain walk-up related systems, including location branding, queue locations and schedules, appointments, advanced work assignments, notifications, and CSAT surveys. Manage associated stockrooms and walk-up location text. Access the pre-built Walk-up online check-in Experience widget for use in your Service Portal. Make minor label changes directly in the widget without the need to customize through code. : Enable Walk-up Experience Microsoft Office 365 calendar integration. When users make an appointment, modify it, or cancel it, the Outlook calendar sends invites to make an appointment and any updates. For more information about this feature, refer to [Integrate Microsoft Office 365 calendar with Walk-up Experience](https://www.servicenow.com/docs/gsvdHBIy2767ufWUxFd6Lg "With Microsoft Office 365 calendar integration, Walk-up Experience users can view appointments in their primary calendar. When they make an appointment, modify it, or cancel it, they are sent invites and updates via their Outlook calendar."). Note: This feature is only available when Microsoft Office 365 Outlook is the hosted calendar service.