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

# Configure Walk-up Experience for Customer Service Management {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure various aspects of Walk-up Experience based on the specific requirements of your organization. Users with the `sn_csm_walkup.walkup_admin` role and administrators can activate and configure the application to meet specific
requirements.

## Before you begin

Role required: admin

## About this task

There is a sequence of tasks that enable you to configure CSM Walk-up Experience. Perform these tasks based on the plugin you activated.

You can configure appointments, decide when to send notifications to users, establish
and configure physical queue locations and operating schedules, integrate with CSAT
surveys, and associate stockrooms with queue locations. You can also customize your
Walk-up Experience portal with a unique logo and branding.

To configure CSM Walk-up Experience, use the configuration tasks listed in the following table which takes you through the entire configuration process.

## Procedure

1. Navigate to AllCSM Walk-up ExperienceAdministration.
2. Complete the following tasks to configure the CSM Walk-up Experience feature.  
   {#configure-walk-up-csm__table_rkj_wm4_cmb__entry__2}

   | Task | Description |
   |-|-|
   | Activate CSM Walk-up Experience. | Activate the Walk-up for CSM plugin (`com.snc.walkup_for_csm`). For details, see [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."). Note: This plugin includes demo data. |
   | Select Walk-up Locations . | Create walk-up location queues with custom schedules, assignment groups, average wait time, and more. For more information about configuring locations, see [Configure Walk-up Experience locations](https://www.servicenow.com/docs/Oc~aZhtccuY7KMeYZIRfAQ "Administrators define walk-up locations while setting up the walk-up experience for an organization. Requesters see this information when they schedule appointments or check in at a service location."). |
   | Select Schedules. | View, create, or modify walk-up venue schedules, such as 8-5 weekdays, and associate them to the walk-up location queues. For more information about configuring schedules, see [Configure Walk-up Experience schedules](https://www.servicenow.com/docs/MIwSl_vLsFwGF4qyhNspbg "Once you know the hours of operation for your Walk-up Experience location, you can either access the base system default schedules or create schedules to associate with your walk-up location."). |
   | Select Appointment Configurations . | Create service configurations for individual walk-up queue locations. You can configure schedules, number of appointments allowed per day, how far in the future users can book appointments, and more. For more information about configuring appointments, see [Configure appointment booking](https://www.servicenow.com/docs/g_G8cqMgF0vfRAaMDuIEPQ "Create or modify appointment booking configurations for Walk-up Experience services. A service is defined as the actual physical location of a walk-up queue. The information stored in the Walk-up Experience application configuration applies to all services or queue locations within the application."). |
   | Select Portal Configurations . | Create and modify custom Walk-up Experience online and on-site service portals. For more information about configuring the portal, see [Configure the Walk-up Experience portal](https://www.servicenow.com/docs/Nq1fIXBy1LEB7kZOiZ3fSg "Create engaging walk-up center service portals featuring your logo, portal theme, desired catalog, links to a knowledge base and social community, and more."). |
   | Select Notifications . | Access and configure alerts that keep users and fulfillers informed of events that concern them. For more information about configuring notifications, see [Configure Walk-up Experience notifications](https://www.servicenow.com/docs/Qow2YHNwtVXoJBC4Lt~ISw "As an administrator, you can create and use notifications to notify requesters about events that impact them while they’re getting their issue addressed through a walk-up experience. Requesters are notified of online appointments that they’ve taken or when their issue is assigned to a store representative by email."). |
   | Select Surveys. | Access customer satisfaction surveys and enable public access to the surveys, set survey trigger conditions, and view user responses. For more information about configuring surveys, see [CSM Walk-up Experience customer satisfaction surveys](https://www.servicenow.com/docs/7oE69IV8QKRt3mYKjYfrag "With Walk-up Experience surveys, you can rate your satisfaction with walk-up location interactions, providing management with feedback to improve the walk-up experience."). |
   [Table 1. CSM Walk-up Experience configuration tasks]

   {#configure-walk-up-csm__table_rkj_wm4_cmb}

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