---
title: Using Walk-up Experience
description: Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/use-walkup-experiencce.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Customer communication, Use, Customer Service Management]
---

# Using Walk-up Experience

Customers can use the Walk-up Experience feature to check in at a walk-up location and schedule or modify appointments from the Customer Service Portal. Walk-up Experience managers can access the CSM Walk-up Experience dashboard to monitor the performance of agents and service locations.

Customers can use the Walk-up Experience feature to complete the following tasks:

-   [Check in at a walk-up location](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-checkin.md) and join a requester queue.
-   [Schedule an appointment or join a requester queue from the Customer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-checkin-online.md).
-   [Schedule an appointment as a guest user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-appt-guest.md).
-   [Modify or cancel a walk-up appointment as a guest user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-modify-cancel-appt-guest.md).
-   [Monitor requester queues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-monitor-queues.md).

Walk-up experience technicians and managers can view and manage walk-up interactions and queues and view the CSM Walk-up Experience dashboard.

-   [CSM Walk-up Experience dashboard](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-experience-dashboard.md)
-   [Manage queues and interactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-walkup-manage-demand.md)