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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Use Agent Assist to expedite Walk-up Experience fulfillment

# Use Agent Assist to expedite Walk-up Experience fulfillment {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.

## Before you begin

Role required: sn_walkup.walkup_technician

## About this task

Agent Assist is a contextual search option available in Agent Workspace when a walk-up agent creates a new incident or new case associated with a Walk-up Experience interaction.

## Procedure

1. To use Agent Assist navigate to Workspace ExperienceAgent Workspace Home.
2. Open a walk-up interaction from your inbox or from My Assigned Walk-ups under Lists that you know requires an associated new incident or new case.
3. Click the Create Incident or Create Case button.  
   A new incident or case tab opens next to the details tab for the original associated walk-up interaction.
4. Click the agent assist icon ![agent assist icon]() to use the feature.  
   For more detailed information about Agent Assist and using it to expedite incidents and requests, refer to Using Agent Assist in Agent Workspace and Order a catalog item using Agent Assist.

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