Configuring Walk-up Experience

Customize your Walk-up Experience portal and configure appointments, notifications, walk-up venue locations, associated stockrooms, customer satisfaction surveys, and hours of operation to meet your required needs.

Walk-up Experience includes associated notifications to alert requesters when the location is closed or when an interaction is assigned to an agent. Pre-built customer satisfaction surveys capture user sentiment about the experience. Also included are several configurable tables for customizing your walk-up portal and service center experience. You can configure and specify the following features for your experience:

• Configure an online check-in channel for requesters to join a walk-up queue before physically arriving at the walk-up location.
• Access the pre-built Walk-up online check-in Experience widget for use in your Service Portal. Make minor label changes directly in the widget without customizing through the code.
• Configure the physical walk-up location queue information to manage and administer the walk-up service centers.
• Establish walk-up locations, set hours of operation, enable online check-in, determine assignment groups, associate stockrooms, as well as design the queue time display and position notification system.
• Configure reasons for visits to a walk-up queue by location.
• Add a logo and brand your portal and walk-up location to fit your style.
• Access location-specific branding elements, such as logo images, for walk-up queues. These configuration options are found in the Walk-up Location Queue [wu_location_queue] table.

The following applications are included in the Administration module of the Walk-up Experience navigation bar:

• Walk-up Experience administration
  Walk-up Experience users with the sn_walkup.walkup_admin role and administrators can activate and configure the application to meet specific requirements.
• Walk-up Experience portal security and access
  Security is built into the application to prevent end-user facing devices at the Walk-up Experience on-site portal from offering elevated role privileges to users. The Walk-up Experience on-site portal is accessed by an account containing only the sn_walkup.walkup_login role.
• Configure the Walk-up Experience portal
  Create engaging walk-up center service portals featuring your logo, portal theme, desired catalog, links to a knowledge base and social community, and more.
• Configure Walk-up Experience service channel
  Configure the Walk-up Experience service channel to meet the needs of your walk-up agents and how they are assigned to and manage interactions in Agent Workspace.
• Create or modify Walk-up Experience schedules
  Once you know the hours of operation for your Walk-up Experience location, you can either access the base-system default schedules or create new schedules to associate with your walk-up location.
• Book Walk-up Experience appointments
  With the Walk-up Experience appointment booking feature, walk-up users can view available appointment windows, make a selection, and book an appointment for a walk-up location using online Walk-up Check-in feature. Walk-up agents can also book appointments on behalf of customers.
• Create or modify a Walk-up Experience stockroom
  Create stockrooms and assign assets and groups specifically for your walk-up location. Walk-up stockrooms contain common assets that visitors to the walk-up location will typically request, such as a computer mouse, monitors, and cables. The walk-up location stockroom should be easily accessible to your walk-up location for fast request fulfillment.
• Create or modify Walk-up Experience locations
  Create or customize the predefined Walk-up Experience location. Walk-up Experience locations contain all the information about the walk-up support venue. You can define the way each location or support venue works.
• Walk-up Experience kiosk
  Walk-up Experience kiosks help your requesters to resolve information technology (IT)-related issues and access various IT services and resources in your organization.
• Configure skill-based routing in Walk-up Experience
  Route work items to assigned groups. Use skill-based routing to ensure that the right work goes to the right agent depending on the walk-up reasons.
• Create or modify Walk-up Experience notifications
  Create and use Walk-up Experience notifications to keep requesters informed of queue events that concern them. The system can notify users by email, SMS text message, or push notification to a mobile device.
• Configure Walk-up Experience customer satisfaction surveys
  With Walk-up Experience surveys, requesters can rate their satisfaction with walk-up location interactions and provide feedback to improve the Walk-up Experience application.
• Remove a Walk-up Experience location
  If you permanently close down a physical Walk-up Experience location, you can also remove the location from the Walk-up Location Queues table.
• Integrate Microsoft Office 365 calendar with Walk-up Experience
  With Microsoft Office 365 calendar integration, Walk-up Experience users can view appointments in their primary calendar. When they make an appointment, modify it, or cancel it, they are sent invites and updates via their Outlook calendar.
• Badge Reader Integration for Walk-up Experience
  Improve Walk-up Experience user satisfaction by using the Badge Reader Integration application at your on-site walk-up queue locations. Walk-up Experience users can scan an employee badge to check in to a queue, rather than entering credentials.
• Enable Self-Service online check-in for Walk-up Experience
  Show or hide the Walk-up Experience online Walk-up Check-in module under Self-Service in the application navigator. You can enable or disable the module using the basic platform menu or module enablement process.
• Configure Walk-up Experience online check-in icon to appear on Service Portal
  Requesters can check into a walk-up location online via the Service Portal. You can edit the Service Portal Home page to replace the general IT Get Help support icon link with the Walk-up Experience online check-in support icon link.

Parent Topic:Walk-up Experience