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            Identity Verification and Engagement Details in the Contact Center

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            Identity Verification and Engagement Details in the Contact Center

            Help contact center agents confirm a member’s identity and capture engagement details such as the reason for a call by using Identity Verification.

            Required Editions

            Available in: Lightning Experience

            Available in: Enterprise and Unlimited Editions with Health Cloud
            User Permissions Needed
            To use the Contact Center for Health Cloud Contact Center for Health Cloud permission set
            To set up Identity Verification Industries Service Excellence permission set

            The Contact Center integrates directly with Computer Telephony Integration (CTI) so that contact center agents can validate a caller’s identity in real time.

            Identity verification in the Contact Center uses the Verify Customer Identity flow template to confirm identifiers and log the call details, including the topics discussed. The flow also includes the Verify Linked Customer Identity subflow that helps agents perform additional levels of verification. Verify Linked Customer Identity lets users confirm the member’s account number, postal code, phone number, and so on. The details of the interaction are stored in Engagement Interaction, Engagement Attendee, and the Engagement Topic records.

            Note
            Note Identity Verification is built on the Identity Verification Process Definition, Identity Verification Process Detail, and Identity Verification Process Field objects. The Identity Verification Process Definition object represents the definition of the identity verification process. Use the Identity Verification Process Detail object to configure the search function and set the minimum number of additional verifying questions. Use the Identity Verification Process Field object to configure the questions or criteria for verifying the identity of a caller.

            You can customize the out-of-the-box identity verification flow to suit your needs. Add required and optional fields to verify or use different search criteria to find the account to verify. To customize the flows:

            1. Set up Identity Verification Process Definition records to link the process configuration to the flow.
            2. Set up Identity Verification Process Detail records to search objects for verification or change the number of additional verifiers. For example, enable the identity verification flow to search for member details in the Contact object.
            3. Set up Identity Verification Process Fields records to customize fields that appear in search results. For example, to check if the patient is an active member, add the IsActive field to the list of optional verifiers.
            4. To configure a new flow, customize the Verify Customer Identity flow template.

            See Also

             
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