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Manage Walk-up Experience queue and interaction › Walk-up Experience › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Use Agent Assist to expedite Walk-up Experience fulfillment

Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.

Before you begin

Role required: sn_walkup.walkup_technician

About this task

Agent Assist is a contextual search option available in Agent Workspace when a walk-up agent creates a new incident or new case associated with a Walk-up Experience interaction.

Procedure

  1. To use Agent Assist navigate to Workspace Experience > Agent Workspace Home.

  2. Open a walk-up interaction from your inbox or from My Assigned Walk-ups under Lists that you know requires an associated new incident or new case.

  3. Click the Create Incident or Create Case button.

    A new incident or case tab opens next to the details tab for the original associated walk-up interaction.

  4. Click the agent assist icon

Image omitted: Form\_AgentAssistIcon.png
agent assist icon to use the feature.
For more detailed information about Agent Assist and using it to expedite incidents and requests, refer to Using Agent Assist in Agent Workspace and Order a catalog item using Agent Assist.

Parent Topic:Manage Walk-up Experience queue and interaction