---
title: Manage appointments in the navigator
description: Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-walkup-view-manage-appointment-nav.html
release: australia
topic_type: task
last_updated: "2026-06-25"
reading_time_minutes: 1
breadcrumb: [Manage queues and interactions, Using Walk-up Experience, Customer communication, Use, Customer Service Management]
---

# Manage appointments in the navigator

Viewing upcoming scheduled Walk-up Experience appointments provides technicians with an estimate of future queue demand and workload. Managers can view future appointments and adjust staffing at walk-up queue locations to best support demand.

## Before you begin

Role required: sn\_csm\_walkup.walkup\_technician

## About this task

Technicians and managers can view and manage scheduled walk-up appointments from Walk-up Experience in the application navigator, or left navigation bar.

**Note:** Primary access is through CRM Workspace for all Walk-up Experience related information, including scheduled appointments.

Upcoming appointments also display with a small calendar icon next to the user name on the onsite walk-up location queue wall monitor. The user with an appointment appears on the monitor a short time before the appointment is scheduled to begin.

## Procedure

1.  Navigate to **All** > **CSM Walk-up Experience** > **Technician** > **Scheduled Appointments**.

    All walk-up appointments scheduled for the upcoming 14 days display.

2.  Select an appointment number to view details, such as the requester name, the interaction number and description, and the appointment time.

    1.  If desired, to preview the associated interaction details, select the preview record icon next to the appointment number.

    2.  To begin working on the interaction, select **Accept appointment** on the **Walk-up Appointment** form.

        If necessary, you can assign the appointment to an agent and add work notes.

        If a significant amount of time has passed and the requester does not show up for the appointment, you can delete the appointment by clicking **delete**.

    3.  Select **Update** to save any changes you make to the interaction form.