Walk-up Experience queue and interaction management
Walk-up Experience managers and technicians can efficiently manage all aspects of a walk-up location queue and interaction demand. Technicians can view assigned walk-up locations and interactions for walk-up fulfillment.
Walk-up Experience provides technicians with inclusive fulfiller resources to organize and manage a walk-up queue.
As a Technician you can access CRM Workspace to manage a walk-up interaction. Using CRM Workspace you can:
- Access a personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel.
- Get assignments automatically pushed to your inbox from the walk-up interaction queue.
- Work on concurrent or multiple interactions at the same time.
- Promote interactions to cases.
- Work with any requester in the queue at any time by pulling from anywhere in the queue list, as well as from the top of the list.
- Create cases for interactions
- Manually pick an interaction specific to a requestor
- Use Agent Assist to expedite fulfillment.
As a technician you can typically fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inbox. Interactions are distributed to the walk-up agent inbox based on assignment rule configurations in the Advanced Work Assignment feature.
Technicians can directly open cases in CRM Workspace when an issue is not resolved at the walk-up location.
Walk-up Experience also includes a Technician module in the application navigator where agents supporting a walk-up queue can perform the following actions:
- Access the personal walk-up inbox linking directly to Agent Workspace.
- View assigned walk-up interactions.
- Reassign and modify walk-up interactions when necessary.
- View all scheduled and upcoming appointments.
- View walk-up queue locations.
- Transfer walk-up interactions to other technicians or queue locations when necessary.
The following applications are included in the platform Technician module of the CSM Walk-up Experience navigation bar as well as viewed in the CRM Workspace under Walk-up:
|
UI view and application |
Description |
|---|---|
|
Platform: My Walk-up Inbox CRM Workspace: Inbox |
View walk-up interactions assigned to you in your personal inbox in CRM Workspace. Advanced Work Assignment pushes interactions to your inbox according to assignment rule configurations. |
|
Platform: My Walk-up Locations CRM Workspace: Walk-up Locations |
View walk-up queue locations that you are assigned to support by physical address. |
|
Platform and CRM Workspace: My Assigned Walk-ups |
View walk-up interactions you are assigned to resolve or fulfill. These interactions have a Work in Progress state. You can also see your assigned interactions in your personal inbox on Agent Workspace. |
|
Platform and CRM Workspace: Open - Unassigned |
View all open and unassigned walk-up interactions for your queue locations. These interactions have either a New, Queued, or Work in Progress state. |
|
Platform and CRM Workspace: Closed Walk-ups |
View all closed walk-up interactions. Closed interactions have either a Closed Complete or Closed Abandoned state. |
|
Platform: Scheduled Appointments CRM Workspace: Appointments |
View all upcoming appointments scheduled for your walk-up queue. |
--- title: Walk-up Experience queue and interaction management description: Walk-up Experience managers and technicians can efficiently manage all aspects of a walk-up location queue and interaction demand. Technicians can view assigned walk-up locations and interactions for walk-up fulfillment. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/csm-walkup-manage-demand.html release: brazil topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Use Walk-up Experience, Customer communication, Use, Customer Service Management] --- # Walk-up Experience queue and interaction management Walk-up Experience managers and technicians can efficiently manage all aspects of a walk-up location queue and interaction demand. Technicians can view assigned walk-up locations and interactions for walk-up fulfillment. Walk-up Experience provides technicians with inclusive fulfiller resources to organize and manage a walk-up queue. As a Technician you can access CRM Workspace to manage a walk-up interaction. Using CRM Workspace you can: - Access a personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel. - Get assignments automatically pushed to your inbox from the walk-up interaction queue. - Work on concurrent or multiple interactions at the same time. - Promote interactions to cases. - Work with any requester in the queue at any time by pulling from anywhere in the queue list, as well as from the top of the list. - Create cases for interactions - Manually pick an interaction specific to a requestor - Use Agent Assist to expedite fulfillment. As a technician you can typically fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inbox. Interactions are distributed to the walk-up agent inbox based on assignment rule configurations in the Advanced Work Assignment feature. Technicians can directly open cases in CRM Workspace when an issue is not resolved at the walk-up location. Walk-up Experience also includes a **Technician** module in the application navigator where agents supporting a walk-up queue can perform the following actions: - Access the personal walk-up inbox linking directly to Agent Workspace. - View assigned walk-up interactions. - Reassign and modify walk-up interactions when necessary. - View all scheduled and upcoming appointments. - View walk-up queue locations. - Transfer walk-up interactions to other technicians or queue locations when necessary. The following applications are included in the platform **Technician** module of the CSM Walk-up Experience navigation bar as well as viewed in the CRM Workspace under Walk-up: <table id="table_mlz_tdy_xfb"><thead><tr><th> UI view and application </th><th> Description </th></tr></thead><tbody><tr><td> Platform: **My Walk-up Inbox** CRM Workspace: **Inbox** </td><td> View walk-up interactions assigned to you in your personal inbox in CRM Workspace. Advanced Work Assignment pushes interactions to your inbox according to assignment rule configurations. </td></tr><tr><td> Platform: **My Walk-up Locations** CRM Workspace: **Walk-up Locations** </td><td> View walk-up queue locations that you are assigned to support by physical address. </td></tr><tr><td> Platform and CRM Workspace: **My Assigned Walk-ups** </td><td> View walk-up interactions you are assigned to resolve or fulfill. These interactions have a **Work in Progress** state. You can also see your assigned interactions in your personal inbox on Agent Workspace. </td></tr><tr><td> Platform and CRM Workspace: **Open - Unassigned** </td><td> View all open and unassigned walk-up interactions for your queue locations. These interactions have either a **New**, **Queued**, or **Work in Progress** state. </td></tr><tr><td> Platform and CRM Workspace: **Closed Walk-ups** </td><td> View all closed walk-up interactions. Closed interactions have either a **Closed Complete** or **Closed Abandoned** state. </td></tr><tr><td> Platform: **Scheduled Appointments** CRM Workspace: **Appointments** </td><td> View all upcoming appointments scheduled for your walk-up queue. </td></tr></tbody> </table>
| title | Walk-up Experience queue and interaction management |
| description | Walk-up Experience managers and technicians can efficiently manage all aspects of a walk-up location queue and interaction demand. Technicians can view assigned walk-up locations and interactions for walk-up fulfillment. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/csm-walkup-manage-demand.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Use Walk-up ExperienceCustomer communicationUseCustomer Service Management |