HR Walk-up

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • The HR Walk-up feature offers a convenient and efficient way for users to seek immediate assistance and support for their HR-related issues. With designated walk-up centers, users can seek in-person or remote assistance, report issues, and receive guidance from HR agents.

    Note:
    The HR Walk-up feature is available when the Walk-up Experience (com.snc.walkup) and Employee Center Pro (sn_ex_sp_pro) plugins are installed.
    Walk-up Experience
    Walk-up Experience enhances user satisfaction and productivity by providing immediate and personalized support for IT-related needs.

    Every employee or a guest can check in and get support at an established walk-up service center.

    Employee Center Pro Kiosk
    Employee Center Pro Kiosk enables all deskless workers with simplified access to information and services for self-serve and improved productivity.
    • Access information and use services.
    • Provide self-service options such as raising and tracking requests.

    HR Walk-up lists

    HR Walk-up lists consist of the following categories:

    Table 1. HR Walk Up list categories
    Name Description
    Walk-up locations HR agents can view a list of the walk-up queues they are assigned to support. Locations queues reveal all the information an HR agent must know to operate the queue efficiently.

    Select a location from the list to see the details, such as interactions, appointments, and reasons for visits.
    Location kiosks Location 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 HR-related problems.
    Your assigned walk-ups Interactions you assign to yourself when you accept an active interaction or that are assigned to you.

    HR agents assign interactions to themselves when they accept a queued interaction. Managers can assign interactions to specific HR agents.
    Open-unassigned walk-ups All open but unassigned interactions associated with your specific walk-up queue location. The interaction is Queued until an agent accepts it or is assigned the record.
    Closed walk-ups All Closed Complete and Closed Abandoned interactions assigned to a specific walk-up location queue. HR agents can abandon an interaction when a requester leaves the queue before receiving support.
    Appointments Walk-up appointment record that is created when a requester raised an appointment request from Employee Center.

    Use HR walk-up

    Use HR walk-up to support HR requests raised by deskless workers.

    Before you begin

    • Role required: sn_hr_core.case_writer
    • Verify that the Walk-up Experience (com.snc.walkup) and Employee Center Pro (sn_ex_sp_pro) plugins are installed.
    • Employee must raise a walk-up appointment request. See Plan your walk-up experience visit with Employee Center for more information. Based on the service and location, the appointment is assigned to an HR agent.

    Procedure

    1. Open HR Agent Workspace.
    2. From Lists, navigate to HR Walk-ups.
    3. From the HR walk-up appointments, select a walk-up appointment record.
      A read-only view of the walk-up appointment is displayed. From Attachments, you can download the outlook invite to your outlook calendar.
    4. Select Open interaction.
      Interaction record enables you to communicate with the requester. You can further create a case from the interaction based on your use case.
    5. To start working on the interaction, select Accept.
    6. To put the interaction on hold while you get additional information on the request, select Put on Hold.
    7. To cancel the interaction or appointment when a requester leaves the queue before receiving support, select Abandon.
      Note:
      Both the interaction and HR walk-up records are automatically closed when the requester cancels the request from Employee Center.