---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Appointment Booking

# Appointment Booking {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Appointment Booking

Appointment Booking provides an omnichannel, unified experience for employees to schedule and manage appointments across various business units such as IT support and HR consultations.
This feature streamlines appointment scheduling through Employee Center and Employee Center Pro Kiosk, enabling employees to choose appointment categories, reasons, and communication channels based on their location.
Show full answer Show less  

## Configuring Appointment Booking

Administrators can customize the appointment booking system by:

* Creating categories and reasons for appointments, leveraging topics from the Unified Taxonomy for Employee Center.
* Configuring communication channels tailored to user locations via location consent records linked to walk-up location queues.
* Using user criteria to display relevant appointment reasons, including reuse of reasons from ITSM Walk-up Experience if installed.

Key prerequisites include installing Employee Center Pro and activating the ITSM Walk-up Experience plugin.

## Using Appointment Booking

Employees can:

* Schedule appointments via Employee Center or Employee Center Pro Kiosk, accessible from homepage quick links, request forms, or Knowledge Base articles.
* Select appointment categories and reasons and opt for virtual or in-person meetings.
* Manage their appointments and provide feedback after completion.

## Managing Appointments

Agents can view and manage all booked appointments using the Service Operations Workspace or Agent Workspace by:

* Navigating to lists such as 'Walk-up - Appointments' under either 'My lists' or 'Default lists.'
* Accessing appointments linked to walk-up experiences to efficiently handle employee inquiries.

This feature enhances coordination between employees and support teams, improving service delivery and employee satisfaction.  
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 {#appointment-booking__section_g4p_5rz_mdc}

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](https://servicenow-prod.fluidtopics.net/RzMNvzAZVrUD6gQq8UFeEA "Unified Taxonomy is a collection of hierarchical topics that brings together different content types, such as requests, articles, quick links, learning content, and employee communications.").

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:

* [Employee Center Pro](https://servicenow-prod.fluidtopics.net/DYWz~8GU_TgORQzUscjYXQ "Employee Center Pro expands the portal experience beyond service delivery with employee communication and engagement tools including content publishing, campaigns, and employee communities.")
* [Walk-up Experience](https://www.servicenow.com/docs/access?context=walkup-experience-landing-page&version=australia&pubname=australia-it-service-management&ft:locale=en-US)
{#appointment-booking__ul_cpp_mwd_zdc}.

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

1. [Opt in to unified appointment booking](https://servicenow-prod.fluidtopics.net/6QEIqX99wMM6DvuAYWFZ_g "Opt in to unified appointment booking and enable it for the Employee Center.")
2. [Create an appointment reason](https://servicenow-prod.fluidtopics.net/UCPLWFFECVoMbT8BTQX6Bw "Create a reason that employees can use to book an appointment.")
3. [Configure appointment communication](https://servicenow-prod.fluidtopics.net/TsMKmCCXcHsipktbxyEUcA "Configure the communication channels and location consent for appointment bookings.")
4. [Map category and reasons to a location](https://servicenow-prod.fluidtopics.net/bu3vBXOxQ~lbkGTmmKsm2Q "Use the Unified Taxonomy for Employee Center to create appointment categories to group appointment reasons and map them to location queues.")
5. [Configure feedback for appointment booking](https://servicenow-prod.fluidtopics.net/Oq8pemeYSJ1YCH_TtFe3lA "Create a feedback definition for appointment booking so employees can provide feedback for completed appointments.")
6. [Configure page routing for appointment booking](https://servicenow-prod.fluidtopics.net/twccykkeYrGxyBcPD3pZ4A "Configure page routing to redirect users to the appointment scheduling page.")
{#appointment-booking__ol_rtj_vrz_mdc}

## Using Appointment Booking {#appointment-booking__section_pvw_zwz_mdc}

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.

* [Schedule an appointment](https://servicenow-prod.fluidtopics.net/tjrxg0J167g5fwKkpfIGhA "Schedule a virtual or in-person appointment by selecting a reason and providing your contact information.")
* [Manage your appointments](https://servicenow-prod.fluidtopics.net/fbf~uSLFzyorrb~wEdXM~Q "Update or cancel upcoming appointments or provide feedback for completed appointments.")
{#appointment-booking__ul_nmv_dxz_mdc}

## Managing Appointments {#appointment-booking__section_slm_fkd_nhc}

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 linkWalk-up - Appointments.

     You can also check the appointments from the Default lists. Go to Default listsWalk-upAppointments.

  {#appointment-booking__ol_n2r_bqd_nhc}

  For more information, refer to
  [Walk-up Experience management in Service Operations Workspace](https://www.servicenow.com/docs/access?context=walkup-sow&version=australia&pubname=australia-it-service-management&ft:locale=en-US) and
  [Create an appointment through incident](https://www.servicenow.com/docs/access?context=create-walkup-appointment-incident-sow&version=australia&pubname=australia-it-service-management&ft:locale=en-US).
{#appointment-booking__ul_ryw_zpd_nhc}

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