---
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 skill-based routing in Walk-up Experience

# Configure skill-based routing in 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  
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.  
Identify skills for a specific set of conditions defined for walk-up reasons. Use business rules to automatically add the skills to those types of work items. In the Walk-up Experience application, the work items get automatically assigned to the right agents based on the skills.

* When a new walk-up interaction is opened trough the check-in portal or booking an appointment, Advanced Work Assignment routes the interactions to agents who have the skill set required to address the reason for interaction.
* The administrators must activate Skill determination for interaction BR on interaction table for Advanced Work Assignment to route interactions based on the agent's skills.
* New interactions opened after the set up are routed to the available agent with the respective skills.
* If an agent is unavailable and the interaction does not need any mandatory skills, the walk-up task is routed based on the assignment rule associated with the location.
{#walkup-skill-based-routing__ul_drq_f5t_3sb}

For more information, see [Skills Management](https://www.servicenow.com/docs/access?context=skills-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
* **[Route walk-up tasks to skilled agents](https://servicenow-prod.fluidtopics.net/LxbeZ5oV3J2R_ZmqbLYtpg)**   
  Use business rules to automatically route walk-up tasks to the agents based on their skill set.