Exploring Walk-up Experience
Summarize
Summary of Exploring Walk-up Experience
The Walk-up Experience application enables ServiceNow customers to establish and manage on-site support channels for real-time resolution of user requests and IT issues. This service can be delivered either in person or remotely by skilled agents. Its primary goal is to enhance agent productivity while providing immediate assistance for common IT-related needs such as device requests, account unlocking, or software setup.
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Typical walk-up centers, often named Tech Lounge, Service Center, or Genius Bar, serve as physical or virtual locations where employees can receive timely support.
How It Works
The application supports an end-to-end workflow involving multiple roles:
- Administrators configure and activate service channels, appointment schedules, locations, kiosks, and stockrooms. They also enable self-service online check-ins to facilitate remote support.
- Agents handle queues, manage interactions and appointments, and access assigned locations, stockrooms, and assets to effectively resolve employee issues.
- Employees/Requesters can schedule in-person or remote appointments, check queue wait times via mobile devices, and use kiosks for quick service.
- Managers and Administrators monitor and analyze service performance through the Walk-up Experience dashboard to identify trends and improve operations.
Benefits for ServiceNow Customers
- Convenient Appointment Scheduling: Employees can book single or multiple visits to walk-up centers using the Employee Center, facilitating better planning.
- Real-Time IT Support: Walk-up locations provide immediate access to IT services, accelerating issue resolution and enabling employees to return to work faster. Agents gain direct access to user devices when needed.
- Centralized Queue and Interaction Management: Agents can efficiently organize and manage support queues, interactions, and stockroom resources within a unified workspace.
- Performance Monitoring: Administrators and managers can track service effectiveness and operational metrics via a dedicated dashboard to drive continuous improvement.
Use the Walk-up Experience application to create and manage an on-site support channel where your users can get their requests and issues resolved and fulfilled in real-time, either in person or remotely by experienced agents.
Walk-up Experience overview
With Walk-up Experience, you can help to increase the productivity of the agents that serve the requesters. Your requesters can also get real-time, either in-person or remote help with their issues and devices.
The main purpose of a walk-up service center is to support and resolve the information technology (IT)-related issues that a service desk comes across. For example, an agent can get a request for a mouse device or keyboard, unlocking an account, or setting up software on a mobile device. Some common names that you might use for your own walk-up center are Tech Lounge, Service Center, or Genius Bar.
Walk-up Experience workflow
- The administrators configure and activate Walk-up Experience service channels, appointment booking schedules, walk-up locations, kiosks, and stockrooms. The administrators can also enable self-service online check-ins to support remote access to the requesters.
- The agents manage the queues, interactions, and the scheduled appointments. They can also view the assigned locations, stockrooms, and assets to support the employees in resolving their IT issues.
- The employees can schedule in-person or remote appointments to get their IT-related issues resolved. By using their mobile devices, your employees can view how long the wait list is in the queue, go to the kiosk location for quick resolutions, or book or modify appointments.
- The administrators and managers can view and analyze the Walk-up Experience performance by using the Walk-up Experience dashboard. For more information about the dashboard, see Monitoring Walk-up Experience performance.
Walk-up Experience benefits
| Benefit | Feature | Users |
|---|---|---|
| Schedule a single or multiple appointments to visit the walk-up lounge or the support lounge Walk-up Experience Employee Center. | Plan your walk-up experience visit with Employee Center | Requesters/employees |
| Access IT services in real time by visiting a walk-up location. You can also schedule appointments to visit the walk-up location at a convenient future time. The agents get direct access to user devices so that employees can return to work faster. | Walk-up Experience on Now Mobile | Requesters/employees |
| Organize and manage walk-up queues, interactions, and associated stockrooms that you use for fulfilling the walk-up requests in a centralized workspace. | Manage Walk-up Experience queue and interaction | Agents |
| Observe and capture the trends and statistics that can improve your operational performance by monitoring the walk-up dashboard. | Monitoring Walk-up Experience performance | Administrators/managers |