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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil 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: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Walk-up Experience queue and interaction management

The Walk-up Experience in ServiceNow enables managers and technicians to efficiently handle all aspects of walk-up location queues and interaction demands.
It provides technicians with tools to manage and fulfill walk-up service requests through CRM Workspace and a dedicated Technician module, ensuring streamlined queue and interaction management.
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## Key Features

* **Technician Inbox Management:** Technicians receive walk-up interactions automatically in their personal inbox via Advanced Work Assignment rules, allowing management of multiple concurrent interactions.
* **Interaction Handling:** Technicians can promote interactions to cases, manually select specific requester interactions, and use Agent Assist to expedite fulfillment.
* **Walk-up Queue Support:** Technicians can view assigned walk-up locations, reassign or modify interactions, and transfer interactions between technicians or queue locations as needed.
* **Appointment Scheduling:** The platform supports viewing all upcoming appointments related to walk-up queues.
* **Technician Module and CRM Workspace Integration:** Key applications accessible via the Technician module and CRM Workspace include personal inbox, assigned walk-ups, open/unassigned interactions, closed interactions, walk-up locations, and scheduled appointments.

## Practical Use for ServiceNow Customers

ServiceNow customers can leverage Walk-up Experience to improve technician efficiency and customer service at physical walk-up locations by:

* Automatically routing walk-up interactions to the right technicians through configurable assignment rules.
* Allowing technicians to manage multiple interactions seamlessly and escalate unresolved issues to cases.
* Enabling technicians to monitor and manage walk-up locations, queue statuses, and scheduled appointments in one unified interface.
* Facilitating flexible interaction handling with capabilities to reassign, pick specific requests, or transfer interactions to optimize workload distribution and service delivery.

Overall, the Walk-up Experience ensures a structured, efficient process for managing in-person customer interactions, helping organizations deliver timely and organized service fulfillment.  
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 CRM Workspace to manage a walk-up interaction. Using CRM 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.
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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 CRM 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.
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The following applications are included in the platform Technician module of the CSM Walk-up Experience navigation bar as well as viewed in the CRM Workspace under Walk-up:  
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| UI view and application | Description |
|-|-|
| Platform: My Walk-up Inbox CRM Workspace: Inbox | View walk-up interactions assigned to you in your personal inbox in CRM Workspace. Advanced Work Assignment pushes interactions to your inbox according to assignment rule configurations. |
| Platform: My Walk-up Locations CRM Workspace: Walk-up Locations | View walk-up queue locations that you are assigned to support by physical address. |
| Platform and CRM 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 CRM 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 CRM Workspace: Closed Walk-ups | View all closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state. |
| Platform: Scheduled Appointments CRM Workspace: Appointments | View all upcoming appointments scheduled for your walk-up queue. |
[Table 1. CSM Walk-up Experience technician applications]

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