Use Agent Assist to expedite Walk-up Experience fulfillment

---
title: Use Agent Assist to expedite Walk-up Experience fulfillment
description: Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/walk-up-experience/use-agent-assist-expedite-walkup.html
release: australia
product: Walk-Up Experience
classification: walk-up-experience
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage Walk-up Experience queue and interactions, Walk-up Experience, IT Service Management]
---

# Use Agent Assist to expedite Walk-up Experience fulfillment

Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.

## Before you begin

Role required: sn\_walkup.walkup\_technician

## About this task

Agent Assist is a contextual search option available in Agent Workspace when a walk-up agent creates a new incident or new case associated with a Walk-up Experience interaction.

## Procedure

1.  To use Agent Assist navigate to **Workspace Experience** > **Agent Workspace Home**.

2.  Open a walk-up interaction from your inbox or from **My Assigned Walk-ups** under **Lists** that you know requires an associated new incident or new case.

3.  Click the **Create Incident** or **Create Case** button.

    A new incident or case tab opens next to the details tab for the original associated walk-up interaction.

4.  Click the agent assist icon \[Omitted image "Form\_AgentAssistIcon.png"\] Alt text: agent assist icon to use the feature.

    For more detailed information about Agent Assist and using it to expedite incidents and requests, refer to Using Agent Assist in Agent Workspace and Order a catalog item using Agent Assist.


**Parent Topic:**[Manage Walk-up Experience queue and interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/use-walkup-to-manage-demand.md)