Route walk-up tasks to skilled agents

task australia Updated Sep 10, 2026 1 min read walkup-routing-tasks-to-skilled-agents.md

Use business rules to automatically route walk-up tasks to the agents based on their skill set.

Before you begin

Set up metadata in All Skills, Group Skills, and User Skillstables before configuring walk-up locations for skill-based routing. For more information, Configuring Skills Management.

Role required: admin

Procedure

Navigate to All > Walk-up Experience > Administration > Walk-up Locations.
Select the location to add skills of the agents.
In the related list, select Reasons for Visit.
Select a reason to associate the skills.
On the Walk-up Skills for Reasons related list, select New.

On the form, fill in the fields.

Fields	Description
Active	Option to make the skill active.
Skill	Skill required for the selected walk-up reason.
Mandatory	Option to make the skill mandatory. If the skill is set as mandatory, the walk-up task will not be routed to any agent who does not have that particular skill.
Walk-up Reason	Reason for which a requester needs help.

Select Submit

Parent Topic:Configure skill-based routing in Walk-up Experience

51 lines · 2.1 KB Wrap lines

---
title: Route walk-up tasks to skilled agents
description: Use business rules to automatically route walk-up tasks to the agents based on their skill set.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/walk-up-experience/walkup-routing-tasks-to-skilled-agents.html
release: australia
product: Walk-Up Experience
classification: walk-up-experience
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure skill-based routing in Walk-up Experience, Configure, Walk-up Experience, IT Service Management]
---

# Route walk-up tasks to skilled agents

Use business rules to automatically route walk-up tasks to the agents based on their skill set.

## Before you begin

Set up metadata in **All Skills**, **Group Skills**, and **User Skills**tables before configuring walk-up locations for skill-based routing. For more information, [Configuring Skills Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/configuring-skills-management.md).

Role required: admin

## Procedure

1.  Navigate to **All** &gt; **Walk-up Experience** &gt; **Administration** &gt; **Walk-up Locations**.

2.  Select the location to add skills of the agents.

3.  In the related list, select **Reasons for Visit**.

4.  Select a reason to associate the skills.

5.  On the **Walk-up Skills for Reasons** related list, select **New**.

6.  On the form, fill in the fields.

    |Fields|Description|
    |------|-----------|
    |Active|Option to make the skill active.|
    |Skill|Skill required for the selected walk-up reason.|
    |Mandatory|Option to make the skill mandatory. If the skill is set as mandatory, the walk-up task will not be routed to any agent who does not have that particular skill.|
    |Walk-up Reason|Reason for which a requester needs help.|

7.  Select **Submit**


**Parent Topic:**[Configure skill-based routing in Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/walkup-skill-based-routing.md)