Walk Up Experience

You can activate the Badge Reader Integration plugin (com.snc.badge_reader) if you have the Badge sn_badge.badge_admin role.

Configure scheduled appointment reminders for Walk-up Experience users. Reminders ensure users attend appointments in a timely manner or reschedule or cancel an appointment if they can no longer attend.

You can activate the Walk-up Experience plugin (com.snc.walkup) if you have the admin role. This plugin includes demo data.

Requesters can check into a walk-up location online via the Service Portal. You can edit the Service Portal Home page to replace the general IT Get Help support icon link with the Walk-up Experience online check-in support icon link.

Use the Badge Reader Client to create a badge reader device for registration in your system. Registering your badge reader enables you to make it operational at your Walk-up Experience on-site queue.

Badge Reader Integration includes several scripted extension points for you to customize script includes installed with the feature.

Improve Walk-up Experience user satisfaction by using the Badge Reader Integration application at your on-site walk-up queue locations. Walk-up Experience users can scan an employee badge to check in to a queue, rather than entering credentials.

Manually create a badge reader device for registration in your system. Registering your badge reader enables you to make it operational at your Walk-up Experience on-site queue.

Configure variable time slots for appointment booking in a walk-up location by defining rules and configurations.

Define hours of operation and daily schedules for booking an appointment at your Walk-up Experience location.

Using the Appointment Booking application, you can specify excluded appointment hours in the schedule for your Walk-up Experience location.

Associate badge reader devices with an on-site Walk-up Experience queue. While you can associate more than one badge reader device to a walk-up location, individual badge reader devices are mapped to only one walk-up location.

Support requesters in-person and virtually and assist them through remote appointment.

Enhance Walk-up Experience service experience by helping requesters to book multiple appointments simultaneously. You can configure the location to accept multiple bookings and also decide the maximum number of appointments a requester can book at a location.

Create or modify different schedules at a day level when booking appointments for a service. The appointments can be scheduled for different slots such as morning, afternoon, and evening.

Create or modify appointment booking configurations for Walk-up Experience services. A service is defined as the actual physical location of a walk-up queue. The information stored in the Walk-up Experience application configuration applies to all services, or queue locations, within the application.

Improve your Walk-up Experience operations and customer service by using surveys and monitoring survey results. Walk-up surveys capture important information from users about the interaction experience provided to them at the venue.

Once you know the hours of operation for your Walk-up Experience location, you can either access the base-system default schedules or create new schedules to associate with your walk-up location.

Create or customize the predefined Walk-up Experience location. Walk-up Experience locations contain all the information about the walk-up support venue. You can define the way each location or support venue works.

Create and use Walk-up Experience notifications to keep requesters informed of queue events that concern them. The system can notify users by email, SMS text message, or push notification to a mobile device.

Create engaging walk-up center service portals featuring your logo, portal theme, desired catalog, links to a knowledge base and social community, and more.

Configure the Walk-up Experience service channel to meet the needs of your walk-up agents and how they are assigned to and manage interactions in Agent Workspace.

Create stockrooms and assign assets and groups specifically for your walk-up location. Walk-up stockrooms contain common assets that visitors to the walk-up location will typically request, such as a computer mouse, monitors, and cables. The walk-up location stockroom should be easily accessible to your walk-up location for fast request fulfillment.

Walk-up Experience kiosks offer immediate assistance to the requesters by supporting them with technical issues, questions, or requests. The requesters can receive on-the-spot guidance or resolution for their IT-related problems.

Perform actions in Microsoft Exchange Online by creating connection records for your Microsoft Exchange Online account. The Microsoft Exchange Online spoke connection and credential alias uses these connections to perform actions.

Authorize the Microsoft Exchange Online spoke actions by creating credential records for the application registered in the Microsoft Azure portal. The Microsoft Exchange Online connection and credential alias uses these credentials to authorize actions.

Configure actions associated with a badge scan event and define the code to execute when a badge is scanned.

Capture Walk-up Experience appointment records by creating unique record producers for your individual walk-up locations. The Appointment Booking Service Configuration form contains required fields that refer to variables in the associated record producer.

Define the table from where the user ID and Badge ID mapping information is retrieved.

The functionality of the Walk-up Experience application relies on different kinds of devices. Users can check into an online walk-up queue using a desktop or laptop computer, tablet, or mobile phone.

This is an overview of domain separation as it pertains to the Walk-up Experience application and how it relates to Service Portal pages, interaction queues, and configurations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Edit or cancel an appointment at a ServiceNow Walk-up Experience Tech Lounge by using the Now Mobile app on your mobile device.

Show or hide the Walk-up Experience online Walk-up Check-in module under Self-Service in the application navigator. You can enable or disable the module using the basic platform menu or module enablement process.

Enable or disable the appointment booking feature for Walk-up Experience as well as for the individual walk-up service locations available to requesters.

Walk-up Experience agents can access an associated stockroom and fulfill user requests directly from an interaction in platform view.

Several types of components are installed with activation of the Badge Reader Integration plugin, including tables and user roles.

Several types of components are installed with activation of the Walk-up Experience plugin, including tables and user roles.

Join a queue at a ServiceNow Walk-up Experience Tech Lounge by using the Now Mobile app for immediate assistance with an issue.

Walk-up Experience enhances user satisfaction and productivity by providing immediate and personalized support for IT-related needs.

Leave a ServiceNow Walk-up Experience Tech Lounge queue at any time by using the Now Mobile app on your mobile device.

Book an appointment at a ServiceNow Walk-up Experience Tech Lounge by using the Now Mobile app.

Schedule a single or multiple appointments to visit the walk-up lounge or the support lounge Walk-up Experience Employee Center. You can also get remote help.

Validate that Walk-up Experience still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

Grant authorization to the ServiceNow instance by registering an application with Azure AD.

Register Microsoft Exchange Online as the OAuth provider so that your Walk-up Experience instance can request OAuth 2.0 tokens.

If you permanently close down a physical Walk-up Experience location, you can also remove the location from the Walk-up Location Queues table.

Request activation approval for your badge reader device. Badge Reader Integration will not trigger event handlers until the badge reader is activated. Badge reader device approval and activation is granted by users with the itil role.

Enable Walk-up Experience Microsoft Office 365 calendar integration. When requesters make an appointment, modify it, or cancel it, the Outlook calendar is sent invites to an appointment and any updates.

Use the Walk-up Experience application to create and manage an on-site support channel where your users can get their requests and issues resolved and fulfilled in real-time, either in person or remotely by experienced agents.

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

Walk-up Experience managers and agents can manage all aspects of a walk-up location queue and interactions. Agents can view assigned walk-up locations, interactions, and associated stockrooms used for fulfilling the walk-up requests.

Variable time slots, such as work duration and dates, for appointments can be configured and booked based on the reason for a location. The reason can be an issue or request.

Agents supporting walk-up locations can manually manage queue requests with several Walk-up Experience interaction-related modules.

The agents supporting Walk-up Experience locations can view and manage interactions automatically pushed to the Agent Workspace inbox.

Monitor scanner-use error activity at a Walk-up Experience onsite location by viewing the scan logs. Each time a badge reader device triggers an error, a scan event is logged in the Badge Scan Logs module.

Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.

Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.

View the base system default appointment booking application configuration to determine if the criteria meets your walk-up appointment booking needs. You can modify the application configuration to uniquely manage appointment booking for your experience. The information stored in the Walk-up Experience appointment booking application configuration applies to all the services within the application.

View a personal inbox of automatically assigned Walk-up Experience interactions using the Agent Workspace feature interface.

Agent supporting Walk-up Experience locations can view and access stockrooms to provide commonly requested hardware and software assets for walk-up queue guests. Stockroom inventory is defined by asset and inventory managers. Walk-up location agents can monitor inventory and alert asset and inventory managers when additional consumables are needed.

Walk-up Experience agents can view a list of the walk-up queues they are assigned to support. Locations queues reveal all the information an agent needs to know to operate the queue efficiently.

Walk-up Experience kiosks help your requesters to resolve information technology (IT)-related issues and access various IT services and resources in your organization.

You can create and manage your appointments for a walk-up venue like the Tech Lounge when you use the ServiceNow Walk-up Experience on the Now Mobile app on your own mobile device.

Explore comprehensive and additional information about the Walk-up Experience services.

Create or modify the Walk-up Experience Appointment Booking feature.

Create or modify appointment booking configurations for the Walk-up Experience. You can view or modify the Walk-up Experience application appointment booking configuration and create or modify related service appointment configurations.

With the Walk-up Experience appointment booking feature, walk-up users can view available appointment windows, make a selection, and book an appointment for a walk-up location using online Walk-up Check-in feature. Walk-up agents can also book appointments on behalf of customers.

Badge Reader Integration set up and configuration enables your on-site Walk-up Experience users to scan a badge to quickly check into the queue.

Schedule an appointment on behalf of a requester through an incident record.

The Walk-up Experience dashboard and reporting module provides basic high-level reporting on incident and request types, record volume, average wait and service times, assignments by agents and location, and more. By viewing the dashboard, managers can quickly understand the walk-up location operations and can report performance data to upper management.

Security is built into the application to prevent end-user facing devices at the Walk-up Experience on-site portal from offering elevated role privileges to users. The Walk-up Experience on-site portal is accessed by an account containing only the sn_walkup.walkup_login role.

Walk-up Experience users with the sn_walkup.walkup_admin role and administrators can activate and configure the application to meet specific requirements.

Customize your Walk-up Experience portal and configure appointments, notifications, walk-up venue locations, associated stockrooms, customer satisfaction surveys, and hours of operation to meet your required needs.

Walk-up Experience aims to enhance the user experience by providing in-person as well as remote assistance to the users for their IT-related issues.

With Microsoft Office 365 calendar integration, Walk-up Experience users can view appointments in their primary calendar. When they make an appointment, modify it, or cancel it, they are sent invites and updates via their Outlook calendar.

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

Route work items to assigned groups. Use skill-based routing to ensure that the right work goes to the right agent depending on the walk-up reasons.

With Walk-up Experience surveys, requesters can rate their satisfaction with walk-up location interactions and provide feedback to improve the Walk-up Experience application.

Manage your Walk-up appointments in Agent Workspace.