Walk-up Experience for Customer Service Management

  • Release version: Xanadu
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Walk-up Experience for Customer Service Management

    The ServiceNow Walk-up Experience for Customer Service Management (CSM) application provides a streamlined contact channel for both online and onsite check-ins at designated walk-up service centers. It is designed to enhance user satisfaction by enabling fast, real-time, in-person support for employees and business guests, helping them resolve issues efficiently.

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    User Roles and Access

    • Requesters: Users can check in online via the Service Portal, which automatically detects their nearest walk-up location based on IP address, with options to join queues, schedule/reschedule/cancel appointments, and receive email notifications about queue status and request updates. Onsite, users can check in by providing their contact details and view queue information and wait times on monitors. They can also complete a single-question satisfaction survey after service.
    • Technicians/Agents: Support staff manage walk-up queues and interact with customers using the Agent Workspace interface. They handle multiple interactions, accept scheduled appointments routed to their inbox based on availability, and can manually assign themselves to unassigned walk-up requests. Technicians can also escalate interactions to cases when needed.
    • Managers: Walk-up managers oversee daily operations and technician performance through a walk-up dashboard, focusing on improving customer satisfaction and timely service delivery while reporting performance metrics.
    • Administrators: Admins configure and maintain walk-up settings including location branding, queue schedules, appointments, work assignments, notifications, and customer satisfaction (CSAT) surveys.

    Configuration and Guest User Support

    To implement the Walk-up Experience, administrators follow specific configuration steps to set up locations, queues, and workflows. The application also supports guest users, allowing them to manage walk-up appointments online via Consumer or Customer Service Portals, facilitating broader access without requiring full user accounts.

    The ServiceNow® Walk-up Experience for Customer Service Management application enables you to set up a contact channel to support both online check-in and onsite check-in to a pre-established walk-up service center.

    Walk-up Experience aims to support users and significantly improve their satisfaction through a fast in-person support. Employees and business guests can get real-time, in-person help with their issues.

    User personas and roles are defined as follows:

    Requesters

    Users access the Walk-up Experience application in several ways.

    • Online:
      • Quickly check in online to the nearest available walk-up venue using the Walk-up Check In option on the Service Portal using your computer.
        Note:
        Walk-up Experience application automatically routes you to the nearest walk-up queue using the IP address of your computer. You can change the location, if desired.
      • Join the queue and view your queue position.
      • Schedule appointments for support and receive appointment reminders, as well as cancel or reschedule appointments from links in the reminder or from the online check-in interface.
      • Schedule only one appointment per walk-up location queue at a time.
        Note:
        Even with a scheduled appointment, you can still check into a walk-up location queue online or in person onsite.
      • Receive email notifications when your request is assigned to a technician when your position in the queue is close to being served and when your walk-up request has been closed or abandoned, should you decide not to attend the queue.
    • Onsite at the Walk-up Experience location:
      • Check into a queue at the physical walk-up location by manually entering your name, email, and contact details.
      • Observe queue activities on a large monitor that displays both walk-in requesters and those with appointments.
      • View the monitor displaying how many people are currently in the queue, guest positions in the queue, who is being served, and estimated wait times.
      • Answer an available single-question survey which captures your user sentiment after a visit.
    Technicians or Agents

    Customer support uses the Walk-up Experience application to meet the demand of urgent issues or requests from the requesters.

    • Walk-up Experience technicians manage daily operations at the walk-up queue locations. They resolve customer service issues.
    • Technicians can accept and close Walk-up Experience interactions through the Agent Workspace interface. Agent Workspace contains a personal inbox where walk-up interactions, if configured in Advanced Work Assignment, are automatically pushed for assignment.
    • Agents can manage all aspects of Walk-up Experience fulfillment using Agent Workspace. Based on their capacity, and if records are on-hold, they can work on multiple transactions at the same time and promote interactions to cases.
    • Technicians can view and accept scheduled appointments in their Agent Workspace personal inbox. Appointments are routed to the inbox according to agent availability. Alternatively, agents can pick and choose appointments manually.
    • If necessary, technicians can work with anyone in the queue at any time. Technicians can manually assign themselves to a walk-up interaction, by accepting the interaction from a list of unassigned interactions in Agent Workspace.
    Managers

    Managers supervise the walk-up location technicians and oversee daily operations.

    • Walk-up managers can observe and capture operational and performance data by monitoring the walk-up dashboard.
    • Walk-up managers can use the application to increase customer satisfaction, provide customer service in a timely manner, and report performance data to upper management.
    Administrators

    Configure and maintain walk-up related systems, such as the walk-up location branding and text, queue locations and schedules, appointments, advanced work assignments, and notifications, and CSAT surveys.

    Table 1. Walk-up Experience User Roles
    Role Name Role Description
    sn_walkup.walkup_login Store representative A user with this role helps requesters check in at the walk-up location.
    sn_csm_walkup.walkup_technician CSM walk-up technician A user with this role fulfills user demands at the CSM walk-up location.
    sn_csm_walkup.walkup_manager CSM walk-up manager A user with this role manages the team at the walk-up location.
    sn_csm_walkup.walkup_admin CSM walk-up administrator A user with this role administers walk-up interactions, location queues, and walk-up reasons.

    Configuring Walk-up Experience for Customer Service Management

    To get started with Walk-up Experience for Customer Service Management, see Configure Walk-up Experience for Customer Service Management.