Exploring Walk-up Experience

Walk-up Experience enables you to create and manage an on-site support channel where requests and issues are resolved and fulfilled by experienced agents, in-person and in real time.

Exploring Walk-up Experience

Walk-up Experience aims to delight users and significantly improve their satisfaction with the services provided. Walk-up Experience enhances the productivity of the agents serving the requesters through in-person or remote support.

Employees and business guests can get real-time, in-person or remote help with their issues and device requests.

The main purpose of a walk-up service center is to support and resolve the common, everyday routine a service desk may come across. These functions can be, a request for a new mouse or keyboard, unlocking an account, or help in setting up software on a mobile device. Common branding names for your walk-up center can be, “Tech Lounge,” “Service Center,” or “Genius Bar”.

Key features

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 pre-built check-in widget on the Service Portal using your laptop, tablet, or mobile phone.
    Note:

    Geolocation interfaces with the Walk-up Experience application to automatically route you to the nearest walk-up queue. You can always 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 for more information. This plugin enables the Service Catalog functionality by default.
  • Schedule appointments for support and receive appointment reminders, as well as cancel or reschedule appointments from links in the reminder or from the online check-in interface.
  • Schedule only one appointment per 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 when your request is assigned to an IT support fulfiller, when you are close to next in line to be helped, and when your walk-up request has been closed or abandoned, should 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. Click a link in the portal to download an iCalendar file containing appointment details, including appointment location.
• 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.
  • 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 new person moves to the top of the queue for service.
  • Answer an available single-question survey which captures your user sentiment after a visit.
• After-hours support — Get support even when a walk-up queue is closed. An IT support phone number is displayed on the check-in device, along with a link to create an incident in real time.

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 Agent Workspace interface. Agent Workspace 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 Agent Workspace. Based on their capacity, and if records are on-hold, they can work on multiple transactions at the same time and promote interactions to incidents or requests, or access associated stockroom consumables.
• Technicians can view and accept scheduled appointments in their Agent Workspace 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 Agent Workspace.
• Agents can use the Agent Assist feature to expedite incident resolution.

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, ensure and confirm stockroom inventory is available, provide customer service in a timely manner, and report performance data to upper management.

Administrators

Configure and maintain walk-up related systems, such as the walk-up location branding and text, queue locations and schedules, appointments, advanced work assignments, and notifications, CSAT surveys, and associated stockrooms.

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 is sent invites to an appointment and any updates. For more information about this feature, refer to Walk-up Experience Microsoft Office 365 calendar integration.

Note:

This feature is only available when Microsoft Office 365 Outlook is the hosted calendar service.

Advantages

Your entire organization benefits by using the application in the following ways:

Improves employee access to IT professionals

Employees access IT services in real time by visiting a walk-up location. Employees can also schedule appointments to visit the walk-up location at a convenient future time. This saves time for everyone and results in greater productivity. The agents get direct access to user devices so that employees can return to work faster.

Tracks interactions and performance

IT managers use the Walk-up Experience dashboard to analyze and understand the work IT technicians are performing to support the company.

Integrates with other services

Technicians can manage Walk-up Experience interactions from the Agent Workspace interface.

Walk-up technicians can create traditional incidents when issues cannot be resolved at the walk-up location directly in Agent Workspace.

If a requested item is not available at an associated stockroom, walk-up technicians can create a request by ordering from the Service Catalog directly in Agent Workspace.

CSAT surveys are available at the walk-up queue and emailed to walk-up customers after an interaction is closed to capture customer-service sentiments.

Devices required to deliver Walk-up Experience

The Walk-up Experience application depends on several types of devices to deliver functionality. Users can check into an online walk-up queue using a desktop or laptop computer, tablet, or mobile phone. Onsite walk-up location users can check into the queue by scanning an employee badge or with a provided, typically stationary, tablet. The following guidance describes what devices are needed and function best for each Walk-up Experience feature:

• Online check-in and appointment scheduling: Desktop or laptop computer, tablet, or mobile phone.
• Onsite check-in: Tablet is recommended, but also works on desktop.
• Onsite queue: Large flatscreen TV. This feature is designed for larger display devices, such as a TV monitor. It is not supported on a tablet.
• Onsite CSAT survey: Tablet is recommended, but also works on desktop.
• Onsite badge reader: Badge scanning integration. For complete details, refer to Badge Reader Integration for Walk-up Experience.

Note:

To optimize the experience for Apple iOS-based tablet devices, save the opened Check-in and CSAT survey tabs to the homepage of the device. When clicked from the homepage, they will open in full screen.