Appointment Booking

  • Release version: Yokohama
  • Updated December 4, 2025
  • 2 minutes to read
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    Summary of Appointment Booking

    Appointment Booking in ServiceNow Yokohama release provides an omnichannel, unified experience for employees to schedule and manage appointments across various business units such as IT support and HR consultations. It enhances employee engagement by allowing easy appointment scheduling, management, and feedback collection through Employee Center or Employee Center Pro Kiosk.

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    Configuring Appointment Booking

    Administrators can set up appointment booking by creating categories and reasons for appointments, configuring communication channels based on user location, and leveraging the Unified Taxonomy for Employee Center to standardize categories. Appointment reasons can be linked to location queues for tailored booking options. Existing ITSM Walk-up Experience reasons can be reused to streamline setup.

    Location consent records allow configuration of communication channels linked to walk-up location queues, enhancing flexibility in how appointments are conducted (virtual or in-person).

    Important: To enable appointment booking, Employee Center Pro and ITSM Walk-up Experience plugins must be installed and activated.

    Key configuration tasks include opting into unified appointment booking, creating appointment reasons, configuring communication methods, mapping categories and reasons to locations, setting up feedback collection, and defining page routing.

    Using Appointment Booking

    Employees can schedule appointments directly from the Employee Center homepage, request forms, or Knowledge Base articles. They select appointment categories and reasons and choose between virtual or in-person meetings. Employees can also manage existing appointments and submit feedback on completed sessions, facilitating continuous service improvement.

    Managing Appointments

    Agents can view and manage all appointments via the Service Operations Workspace or Agent Workspace. In the Service Operations Workspace, appointments are accessible under Default lists or My lists navigation, specifically within the Walk-up - Appointments sections.

    This centralized view supports efficient appointment monitoring and management, ensuring timely and well-organized employee support interactions.

    Provide an omnichannel unified experience to your employees to schedule and manage appointments across multiple business units such as IT support, HR consultations, or other business units.

    Configuring Appointment Booking

    As an administrator, you can create categories and reasons for appointments. You can also configure the communication channels for the appointment based on the user location.

    You can leverage topics from the Unified Taxonomy for Employee Center to create appointment categories. For more information about Unified Taxonomy, see Unified Taxonomy for Employee Center.

    The appointment booking experience leverages user criteria to display reasons that are relevant to the user. You can create new reasons and link them to location queues to use them for appointments. If you are using ITSM Walk-up Experience, you can reuse the existing reasons for appointment booking.

    You can create location consent records to configure the communication channels and link them to a walk-up location queue to use them for appointment booking.

    Note:
    To configure the appointment booking feature, you must install Employee Center Pro and activate ITSM Walk-up Experience. For more information about the plugins, see the following topics:.

    For more information about configuring the appointment booking feature, see the following topics.

    1. Opt in to unified appointment booking
    2. Create an appointment reason
    3. Configure appointment communication
    4. Map category and reasons to a location
    5. Configure feedback for appointment booking
    6. Configure page routing for appointment booking

    Using Appointment Booking

    As an employee, you can schedule an appointment from Employee Center or Employee Center Pro Kiosk. The option to schedule an appointment is available on the homepage under quick links, on a request form, and on a Knowledge Base article. You can select a category and reason for your appointment, and opt for a virtual or in-person appointment. You can also manage your appointments and give feedback about completed appointments.

    For more information about using the appointment booking feature, see the following topics.

    Managing Appointments

    After an employees books their appointment. As an agent, you can check all the appointments in the Service Operations Workspace or the Agent Workspace.
    • To check the appointments in the Service Operations Workspace, do the following:
      1. Go to the Service Operations Workspace.
      2. From the navigation, select List.

        The Default lists and the My lists navigation is displayed. You can check your appointments from any of the lists.

      3. In the My lists, go to Opened by link > Walk-up - Appointments.

        You can also check the appointments from the Default lists. Go to Default lists > Walk-up > Appointments.

      For more information, refer to Walk-up Experience management in Service Operations Workspace and Create an appointment through incident.

    • To check the appointments in the Agent workspace, refer to . .