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

 Release :

    - australia

ft:locale :

    - pt-BR

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}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.

## Antes de Iniciar

Role required: sn_walkup.walkup_technician

## Por Que e Quando Desempenhar Esta Tarefa

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.

## Procedimento

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.