Using Walk-up Experience
concept australia Updated Sep 10, 2026 1 min read use-walkup-experiencce.md
Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations.
Customers can use the Walk-up Experience feature to complete the following tasks:
- Check in at a walk-up location and join a requester queue.
- Schedule an appointment or join a requester queue from the Customer Service Portal.
- Schedule an appointment as a guest user.
- Modify or cancel a walk-up appointment as a guest user.
- Monitor requester queues.
Walk-up experience technicians and managers can view and manage walk-up interactions and queues and view the CSM Walk-up Experience dashboard.
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--- title: Using Walk-up Experience description: Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/use-walkup-experiencce.html release: australia topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Customer communication, Use, Customer Service Management] --- # Using Walk-up Experience Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations. Customers can use the Walk-up Experience feature to complete the following tasks: - [Check in at a walk-up location](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-checkin.md) and join a requester queue. - [Schedule an appointment or join a requester queue from the Customer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-checkin-online.md). - [Schedule an appointment as a guest user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-appt-guest.md). - [Modify or cancel a walk-up appointment as a guest user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-modify-cancel-appt-guest.md). - [Monitor requester queues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-monitor-queues.md). Walk-up experience technicians and managers can view and manage walk-up interactions and queues and view the CSM Walk-up Experience dashboard. - [CSM Walk-up Experience dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-experience-dashboard.md) - [Manage queues and interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-manage-demand.md)
| title | Using Walk-up Experience |
| description | Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/use-walkup-experiencce.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Customer communicationUseCustomer Service Management |