---
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


---

# Walk-up Experience kiosk

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

As an administrator, you can activate kiosks at walk-up locations and customize them to support the IT-related requests from your requesters. For example, you can assign one kiosk to refresh the requester's laptops and another kiosk
to supply computer devices. For more information, see [Create a kiosk at a location](https://servicenow-prod.fluidtopics.net/HJSYmYIdNLzKVEV8lrcU3g "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.").

The requesters can use desktop or mobile devices to make an appointment or to join the queue. For more information on using the mobile device to make an appointment, see [Walk-up Experience on Now Mobile](https://servicenow-prod.fluidtopics.net/erQcXnLAzSmhluCLXuhPwg "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."). Based on the requester's service requirement, they are directed to a designated kiosk. The requester can then check their queue number on the kiosk screen as well as on their desktop or
mobile device.

The available agents at a kiosk can assign interactions to themselves or leverage skill-based routing to direct requesters to the designated kiosk for assistance. For more information about skill-based routing, see [Configure skill-based routing in Walk-up Experience](https://servicenow-prod.fluidtopics.net/RLb7GAJmgMisjwaOKCOyDg "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."). However, the agents must check into a kiosk from the service operation workspace (SOW) to support the interactions. An agent can check into only one kiosk at a time. If an agent tries to check
into another kiosk, that agent is automatically checked out of the previous kiosk.

Requesters can view the kiosk queue on their desktop or mobile device screens and then proceed to access the necessary services. For example, if a requester must refresh the laptop, they are led to the kiosk dedicated to laptop
refresh.

The following example shows a typical kiosk queue for a Tech Lounge within an organization.
* **[Create a kiosk at a location](https://servicenow-prod.fluidtopics.net/HJSYmYIdNLzKVEV8lrcU3g)**   
  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.