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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Schedule appointments or join queue

# Schedule appointments or join a queue from the Customer Service Management portal {#ariaid-title1}

* Release version: Zurich
* 
* Updated June 25, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Customers must invest time in coming to a physical location for service. The ability to book appointments at a specific time helps plan visits to the service location. A slot is preassigned based on the appointment
booking.

## Before you begin

Role required: sn_walkup.walkup_login

## Procedure

1. Log in to the customer portal.
2. Navigate to Support\>Walk-up Check In from the portal header.  
   The application searches for your nearest service center.
3. Select Change location and select the location you prefer from the drop-down list.  
   The default location is set to the nearest service center based on your location information if you enable the browser to access your location. You can select the location manually if you don't want the browser to detect
   your location.
4. Go to the Schedule an appointment tab to book an appointment.
5. Select a reason for your visit from the drop-down list.  
   Related content that may help with your issue is listed at the bottom of the screen.
6. Select a reason for your visit from the drop-down list.
7. Select the Calendar icon and then select the date and time of the appointment.
8. Select Schedule Appointment.  
   You'll receive the following notifications by email when you perform the following actions:
   * Appointment confirmation, reminder, and cancellation.
   * Survey email.

   {#csm-walkup-checkin-online__ul_asr_b4v_smb}  
   Note:  
   You can come back to the portal to reschedule or cancel the appointment if the appointment date hasn't passed.