Walk-up Experience management in Service Operations Workspace
Manage your Walk-up interactions and queues in Service Operations Workspace.
As a Walk-up agent, you can use Service Operations Workspace to manage your assigned walk-up interactions. You can open incidents when an issue is not resolved at the walk-up location. You can also directly create a request for hardware or software through the Service Catalog when an asset is not available at the walk-up location stockroom.
As a Walk-up agent, you can do the following activities.
- Access personal inbox to view Walk-up channel assignments.
- Work on concurrent or multiple interactions at the same time.
- Promote interactions to incidents or requests.
- Randomly pull and work on a Walk-up interaction from the queue.
- Use Agent Assist to expedite fulfillment.
- View your assigned walk-up interactions, scheduled and upcoming appointments, walk-up locations and kiosks assigned to you.
- View available assets and fulfill requests from a local stockroom.
- Create incidents and requests when necessary.
- Reassign, transfer, and modify walk-up interactions when necessary.
| List item | Description |
|---|---|
| My Stockrooms | Stockrooms and assets associated with the walk-up locations assigned to you. |
| Walk-up Locations | Walk-up locations assigned to you. |
| Location Kiosks | Available kiosks at a Walk-up location. Select a kiosk to check in. |
| My Assigned Walk-ups | Walk-up interactions you are assigned to resolve or fulfill requests. These interactions are in a Work in Progress state. |
| Open - Unassigned | List of all open and unassigned walk-up interactions for all locations. These interactions are in New, Queued, or Work in Progress state. |
| Closed Walk-ups | All closed walk-up interactions. Closed interactions have either Closed Complete or Closed Abandoned state. |
| Appointments | All upcoming Walk-up appointments. |
Exploring Walk-up interaction in Service Operations Workspace
Explore the various sections of a walk-up assignment.
Walk-up interaction record in SOW
Details tab
View details of a Walk-up interaction.
- Walk-up Interaction: View details of the Walk-up interaction such as the number, state, Walk-up location, and the reason for the Walk-up visit.
- Compose: Write work notes for yourself.
- Activity: View the activities performed on that record.
- Record Information: View the information about the appointment.
- Opened for: View the requester's information.
Source: View the source of the Walk-up interaction record.
Note: The Source section appears only if a Walk-up appointment is created through an incident. For more details, view Create an appointment through incident
Related records tab
View details of the related records.
- Related Tasks
User's Tasks
Work on Walk-up interaction in Service Operations Workspace
Manage your Walk-up appointments in Service Operations Workspace.- Create an appointment through incident
Schedule an appointment on behalf of a requester through an incident record.
Parent Topic:Managing IT services in your organization
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