---
title: Walk-up Experience queue and interaction management
description: Walk-up Experience managers and technicians can efficiently manage all aspects of a walk-up location queue and interaction demand. Technicians can view assigned walk-up locations and interactions for walk-up fulfillment.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-walkup-manage-demand.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Using Walk-up Experience, Customer communication, Use, Customer Service Management]
---

# Walk-up Experience queue and interaction management

Walk-up Experience managers and technicians can efficiently manage all aspects of a walk-up location queue and interaction demand. Technicians can view assigned walk-up locations and interactions for walk-up fulfillment.

Walk-up Experience provides technicians with inclusive fulfiller resources to organize and manage a walk-up queue.

As a Technician you can access CRM Workspace to manage a walk-up interaction. Using CRM Workspace you can:

-   Access a personal inbox to view work assigned from multiple service channels, including the Walk-up Service Channel.
-   Get assignments automatically pushed to your inbox from the walk-up interaction queue.
-   Work on concurrent or multiple interactions at the same time.
-   Promote interactions to cases.
-   Work with any requester in the queue at any time by pulling from anywhere in the queue list, as well as from the top of the list.
-   Create cases for interactions
-   Manually pick an interaction specific to a requestor
-   Use Agent Assist to expedite fulfillment.

As a technician you can typically fulfill interactions on a first-come-first-served basis as interactions are pushed to individual walk-up inbox. Interactions are distributed to the walk-up agent inbox based on assignment rule configurations in the Advanced Work Assignment feature.

Technicians can directly open cases in CRM Workspace when an issue is not resolved at the walk-up location.

Walk-up Experience also includes a **Technician** module in the application navigator where agents supporting a walk-up queue can perform the following actions:

-   Access the personal walk-up inbox linking directly to Agent Workspace.
-   View assigned walk-up interactions.
-   Reassign and modify walk-up interactions when necessary.
-   View all scheduled and upcoming appointments.
-   View walk-up queue locations.
-   Transfer walk-up interactions to other technicians or queue locations when necessary.

The following applications are included in the platform **Technician** module of the CSM Walk-up Experience navigation bar as well as viewed in the CRM Workspace under Walk-up:

<table id="table_mlz_tdy_xfb"><thead><tr><th>

UI view and application

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Platform: **My Walk-up Inbox**

 CRM Workspace: **Inbox**

</td><td>

View walk-up interactions assigned to you in your personal inbox in CRM Workspace. Advanced Work Assignment pushes interactions to your inbox according to assignment rule configurations.

</td></tr><tr><td>

Platform: **My Walk-up Locations**

 CRM Workspace: **Walk-up Locations**

</td><td>

View walk-up queue locations that you are assigned to support by physical address.

</td></tr><tr><td>

Platform and CRM Workspace: **My Assigned Walk-ups**

</td><td>

View walk-up interactions you are assigned to resolve or fulfill. These interactions have a **Work in Progress** state. You can also see your assigned interactions in your personal inbox on Agent Workspace.

</td></tr><tr><td>

Platform and CRM Workspace: **Open - Unassigned**

</td><td>

View all open and unassigned walk-up interactions for your queue locations. These interactions have either a **New**, **Queued**, or **Work in Progress** state.

</td></tr><tr><td>

Platform and CRM Workspace: **Closed Walk-ups**

</td><td>

View all closed walk-up interactions. Closed interactions have either a **Closed Complete** or **Closed Abandoned** state.

</td></tr><tr><td>

Platform: **Scheduled Appointments**

 CRM Workspace: **Appointments**

</td><td>

View all upcoming appointments scheduled for your walk-up queue.

</td></tr></tbody>
</table>