--- 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 --- # Configure # Configuring Walk-up Experience {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Customize your Walk-up Experience portal and configure appointments, notifications, walk-up venue locations, associated stockrooms, customer satisfaction surveys, and hours of operation to meet your required needs. Walk-up Experience includes associated notifications to alert requesters when the location is closed or when an interaction is assigned to an agent. Pre-built customer satisfaction surveys capture user sentiment about the experience. Also included are several configurable tables for customizing your walk-up portal and service center experience. You can configure and specify the following features for your experience: * Configure an online check-in channel for requesters to join a walk-up queue before physically arriving at the walk-up location. * Access the pre-built Walk-up online check-in Experience widget for use in your Service Portal. Make minor label changes directly in the widget without customizing through the code. * Configure the physical walk-up location queue information to manage and administer the walk-up service centers. * Establish walk-up locations, set hours of operation, enable online check-in, determine assignment groups, associate stockrooms, as well as design the queue time display and position notification system. * Configure reasons for visits to a walk-up queue by location. * Add a logo and brand your portal and walk-up location to fit your style. * Access location-specific branding elements, such as logo images, for walk-up queues. These configuration options are found in the Walk-up Location Queue \[wu_location_queue\] table. {#walkup-experience-configuration__ul_kbz_3v2_kdb} The following applications are included in the Administration module of the Walk-up Experience navigation bar: {#walkup-experience-configuration__table_k3f_hsv_ldb__entry__2} | Application | Description | |-|-| | Portal Configurations | Create and modify custom Walk-up Experience online and on-site service portals. | | Notifications | Access and configure alerts that keep requesters and agents informed of events that concern them. | | Appointment Configurations | Create service configurations for individual walk-up queue locations. You can configure schedules, number of appointments allowed per day, how far in the future requesters can book appointments, and more. | | Walk-up Locations | Create walk-up location queues with custom schedules, assignment groups, average wait time, and more. | | Schedules | View, create, or modify walk-up venue schedules, such as 8-5 weekdays, and associate them to the walk-up location queues. | | Walk-up Stockrooms | Establish walk-up venue stockrooms by location and specify available consumables. | | Surveys | Access customer satisfaction surveys and enable public access to the surveys, set survey trigger conditions, and view requester responses. | [Table 1. Walk-up Experience administration applications] {#walkup-experience-configuration__table_k3f_hsv_ldb} * **[Walk-up Experience administration](https://servicenow-prod.fluidtopics.net/85rO31Kh1TLi1ni3tap1EQ)** Walk-up Experience users with the sn_walkup.walkup_admin role and administrators can activate and configure the application to meet specific requirements. * **[Walk-up Experience portal security and access](https://servicenow-prod.fluidtopics.net/WCVutzGPHiNLT6Q8e~ncRg)** Security is built into the application to prevent end-user facing devices at the Walk-up Experience on-site portal from offering elevated role privileges to users. The Walk-up Experience on-site portal is accessed by an account containing only the sn_walkup.walkup_login role. * **[Configure the Walk-up Experience portal](https://servicenow-prod.fluidtopics.net/YTbB597jV_~pTV5KoxEDkQ)** Create engaging walk-up center service portals featuring your logo, portal theme, desired catalog, links to a knowledge base and social community, and more. * **[Configure Walk-up Experience service channel](https://servicenow-prod.fluidtopics.net/mO_dJn~OQ9U~kEr_mM98KQ)** Configure the Walk-up Experience service channel to meet the needs of your walk-up agents and how they are assigned to and manage interactions in Agent Workspace. * **[Create or modify Walk-up Experience schedules](https://servicenow-prod.fluidtopics.net/UrHzUzCs5XMfKrhV53bM8g)** Once you know the hours of operation for your Walk-up Experience location, you can either access the base-system default schedules or create new schedules to associate with your walk-up location. * **[Book Walk-up Experience appointments](https://servicenow-prod.fluidtopics.net/6RhvhKwUdHF79DQD_HmnQQ)** With the Walk-up Experience appointment booking feature, walk-up users can view available appointment windows, make a selection, and book an appointment for a walk-up location using online Walk-up Check-in feature. Walk-up agents can also book appointments on behalf of customers. * **[Create or modify a Walk-up Experience stockroom](https://servicenow-prod.fluidtopics.net/7cTQz2QcWRG6FBL~GA8UsA)** Create stockrooms and assign assets and groups specifically for your walk-up location. Walk-up stockrooms contain common assets that visitors to the walk-up location will typically request, such as a computer mouse, monitors, and cables. The walk-up location stockroom should be easily accessible to your walk-up location for fast request fulfillment. * **[Create or modify Walk-up Experience locations](https://servicenow-prod.fluidtopics.net/yPJKqB_CbUGWDbRVYB8Ssw)** Create or customize the predefined Walk-up Experience location. Walk-up Experience locations contain all the information about the walk-up support venue. You can define the way each location or support venue works. * **[Walk-up Experience kiosk](https://servicenow-prod.fluidtopics.net/HOOPOzlz79VO4rXnURK_UQ)** Walk-up Experience kiosks help your requesters to resolve information technology (IT)-related issues and access various IT services and resources in your organization. * **[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. * **[Create or modify Walk-up Experience notifications](https://servicenow-prod.fluidtopics.net/pQsdHEjuHt0qcTlT4B2nWg)** Create and use Walk-up Experience notifications to keep requesters informed of queue events that concern them. The system can notify users by email, SMS text message, or push notification to a mobile device. * **[Configure Walk-up Experience customer satisfaction surveys](https://servicenow-prod.fluidtopics.net/knJzOlQ1M2Zqcnu0J~0~iA)** With Walk-up Experience surveys, requesters can rate their satisfaction with walk-up location interactions and provide feedback to improve the Walk-up Experience application. * **[Remove a Walk-up Experience location](https://servicenow-prod.fluidtopics.net/F7PGVJZ0a3F~WAMZ_jGBfw)** If you permanently close down a physical Walk-up Experience location, you can also remove the location from the Walk-up Location Queues table. * **[Integrate Microsoft Office 365 calendar with Walk-up Experience](https://servicenow-prod.fluidtopics.net/gsvdHBIy2767ufWUxFd6Lg)** With Microsoft Office 365 calendar integration, Walk-up Experience users can view appointments in their primary calendar. When they make an appointment, modify it, or cancel it, they are sent invites and updates via their Outlook calendar. * **[Badge Reader Integration for Walk-up Experience](https://servicenow-prod.fluidtopics.net/yNdCT5aIEfDHJ4COeELYFw)** Improve Walk-up Experience user satisfaction by using the Badge Reader Integration application at your on-site walk-up queue locations. Walk-up Experience users can scan an employee badge to check in to a queue, rather than entering credentials. * **[Enable Self-Service online check-in for Walk-up Experience](https://servicenow-prod.fluidtopics.net/NjkLN8zEA7kt3lqzPC162A)** Show or hide the Walk-up Experience online Walk-up Check-in module under Self-Service in the application navigator. You can enable or disable the module using the basic platform menu or module enablement process. * **[Configure Walk-up Experience online check-in icon to appear on Service Portal](https://servicenow-prod.fluidtopics.net/6tyNZaupc_NPYxLC3ELgnw)** Requesters can check into a walk-up location online via the Service Portal. You can edit the Service Portal Home page to replace the general IT Get Help support icon link with the Walk-up Experience online check-in support icon link.