Appointment Booking

  • Release version: Zurich
  • Updated December 4, 2025
  • 2 minutes to read
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    Summary of Appointment Booking

    Appointment Booking in ServiceNow Zurich release enables employees to schedule and manage appointments across various business units such as IT support and HR consultations through an omnichannel, unified experience. This feature integrates with Employee Center and Employee Center Pro Kiosk, allowing users to select appointment categories, reasons, and communication channels tailored to their location and needs.

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    Configuring Appointment Booking

    Administrators can configure appointment booking by creating categories and reasons for appointments, linking them to location queues, and setting appropriate communication channels based on user location. The configuration uses Unified Taxonomy for Employee Center to organize appointment topics and reasons. Existing reasons from ITSM Walk-up Experience can be reused for appointment booking. Location consent records enable configuration of communication channels linked to walk-up location queues. To enable this feature, Employee Center Pro and ITSM Walk-up Experience plugins must be installed and activated.

    Key configuration tasks include:

    • Opting in to unified appointment booking
    • Creating appointment reasons
    • Configuring communication methods for appointments
    • Mapping categories and reasons to locations
    • Configuring feedback collection
    • Setting up page routing for the appointment booking process

    Using Appointment Booking

    Employees can schedule appointments conveniently via Employee Center or Employee Center Pro Kiosk. Scheduling options appear on the homepage, request forms, and Knowledge Base articles. Users select appointment categories and reasons, and choose between virtual or in-person appointments. They can also manage their existing appointments and provide feedback once appointments are completed.

    Managing Appointments

    Agents can view and manage all appointments through the Service Operations Workspace or Agent Workspace. In the Service Operations Workspace, appointments are accessible via navigation lists such as:

    • My lists > Opened by link > Walk-up - Appointments
    • Default lists > Walk-up > Appointments

    This centralized management enables agents to efficiently track and respond to employee appointments. Further management capabilities are available via Walk-up Experience features and incident creation workflows.

    Provide an omnichannel unified experience to your employees to schedule and manage appointments across multiple business units such as IT support, HR consultations, or other business units.

    Configuring Appointment Booking

    As an administrator, you can create categories and reasons for appointments. You can also configure the communication channels for the appointment based on the user location.

    You can leverage topics from the Unified Taxonomy for Employee Center to create appointment categories. For more information about Unified Taxonomy, see Unified Taxonomy for Employee Center.

    The appointment booking experience leverages user criteria to display reasons that are relevant to the user. You can create new reasons and link them to location queues to use them for appointments. If you are using ITSM Walk-up Experience, you can reuse the existing reasons for appointment booking.

    You can create location consent records to configure the communication channels and link them to a walk-up location queue to use them for appointment booking.

    Note:
    To configure the appointment booking feature, you must install Employee Center Pro and activate ITSM Walk-up Experience. For more information about the plugins, see the following topics:.

    For more information about configuring the appointment booking feature, see the following topics.

    1. Opt in to unified appointment booking
    2. Create an appointment reason
    3. Configure appointment communication
    4. Map category and reasons to a location
    5. Configure feedback for appointment booking
    6. Configure page routing for appointment booking

    Using Appointment Booking

    As an employee, you can schedule an appointment from Employee Center or Employee Center Pro Kiosk. The option to schedule an appointment is available on the homepage under quick links, on a request form, and on a Knowledge Base article. You can select a category and reason for your appointment, and opt for a virtual or in-person appointment. You can also manage your appointments and give feedback about completed appointments.

    For more information about using the appointment booking feature, see the following topics.

    Managing Appointments

    After an employees books their appointment. As an agent, you can check all the appointments in the Service Operations Workspace or the Agent Workspace.
    • To check the appointments in the Service Operations Workspace, do the following:
      1. Go to the Service Operations Workspace.
      2. From the navigation, select List.

        The Default lists and the My lists navigation is displayed. You can check your appointments from any of the lists.

      3. In the My lists, go to Opened by link > Walk-up - Appointments.

        You can also check the appointments from the Default lists. Go to Default lists > Walk-up > Appointments.

      For more information, refer to Walk-up Experience management in Service Operations Workspace and Create an appointment through incident.

    • To check the appointments in the Agent workspace, refer to . .