Walk-up Experience management in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Manage your Walk-up interactions and queues in Service Operations Workspace.

    As a Walk-up agent, you can use Service Operations Workspace to manage your assigned walk-up interactions. You can open incidents when an issue is not resolved at the walk-up location. You can also directly create a request for hardware or software through the Service Catalog when an asset is not available at the walk-up location stockroom.

    As a Walk-up agent, you can do the following activities.
    • Access personal inbox to view Walk-up channel assignments.
    • Work on concurrent or multiple interactions at the same time.
    • Promote interactions to incidents or requests.
    • Randomly pull and work on a Walk-up interaction from the queue.
    • Use Agent Assist to expedite fulfillment.
    • View your assigned walk-up interactions, scheduled and upcoming appointments, walk-up locations and kiosks assigned to you.
    • View available assets and fulfill requests from a local stockroom.
    • Create incidents and requests when necessary.
    • Reassign, transfer, and modify walk-up interactions when necessary.
    Table 1. Walk-up Experience lists
    List item Description

    My Stockrooms

    Stockrooms and assets associated with the walk-up locations assigned to you.

    Walk-up Locations

    Walk-up locations assigned to you.

    Location Kiosks

    Available kiosks at a Walk-up location. Select a kiosk to check in.

    My Assigned Walk-ups

    Walk-up interactions you are assigned to resolve or fulfill requests. These interactions are in a Work in Progress state.

    Open - Unassigned

    List of all open and unassigned walk-up interactions for all locations. These interactions are in New, Queued, or Work in Progress state.

    Closed Walk-ups

    All closed walk-up interactions. Closed interactions have either Closed Complete or Closed Abandoned state.

    Appointments

    All upcoming Walk-up appointments.

    Exploring Walk-up interaction in Service Operations Workspace

    Explore the various sections of a walk-up assignment.

    Figure 1. Walk-up interaction record
    Walk-up interaction record in SOW

    Details tab

    View details of a Walk-up interaction.
    • Walk-up Interaction: View details of the Walk-up interaction such as the number, state, Walk-up location, and the reason for the Walk-up visit.
    • Compose: Write work notes for yourself.
    • Activity: View the activities performed on that record.
    • Record Information: View the information about the appointment.
    • Opened for: View the requester's information.
    • Source: View the source of the Walk-up interaction record.
      Note:
      The Source section appears only if a Walk-up appointment is created through an incident. For more details, view Create an appointment through incident

    Related records tab

    View details of the related records.

    • Related Tasks
    • User's Tasks