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            Customize the Communications Identity Verification Flow

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            Customize the Communications Identity Verification Flow

            Identity verification guides service agents through the process of verifying a customer's personal information. The flow updates Engagement Interaction, Engagement Attendee, and Engagement Topic records based on the details of the verification, such as who participated in the call and what the call was about.

            You can use the preconfigured identity verification flows, or clone and modify them as needed.

            Identity verification in Communications Service Console relies on identity verification objects, engagement objects, and identity verification flows. Identity verification is standard Salesforce Industry feature and is used in other Salesforce clouds. For general information about identity verification in Salesforce, see Components of Identity Verification and Create an Identity Verification Flow.

            To learn how identity verification works in Communications Cloud, follow these instructions:

            Identity Verification Objects and Fields in Communications Service Console

            Identity Verification in Communications Service Console is built on these objects.

            • Identity Verification Process Definition—Links the identity verification process configuration to the identity verification flow. It also defines the layout of the search screen. We’ve configured the CommsSampleCallerVerificationFlow record in Communications Service Console. Based on your business requirements, you can use this record or create multiple process definition records.

            • Identity Verification Process Detail—Configures the search function and sets the minimum number of additional verifying questions. When someone contacts an agent with a request, the agent first searches for the person. In Communications Service Console, we’ve created the CommsSampleContactSearch record.

            • Identity Verification Process Field—Determines what an agent sees, for example, which fields appear in search results or which fields need to be verified. Here are the records we've configured in Communications Service Console:

              • CommsFirstNameSearch

              • CommsLastNameSearch

              • CommsPhoneSearch

              • CommsEmailSearch

              • CommsMailingStreetSearch

              • CommsMailingPostalCodeSearch

              • CommsContactNameResult

              • CommsPhoneResult

              • CommsEmailResult

              • CommsRoleResult

              • CommsMailingStreetResult

              • CommsMailingPostalCodeResult

              • CommsAccountNameResult

              • CommsContactNameVerify

              • CommsPhoneVerify

              • CommsEmailVerify

              • CommsRoleVerify

              • CommsMailingStreetVerify

              • CommsMailingPostalCodeVerify

              • CommsAccountNameVerify

            We’ve configured these fields as part of identity verification.

            Field Type Fields
            Search Fields

            • Contact Last Name
            Required Verification Fields

            • Contact Name

            • Contact Phone Number

            • Contact Email Address
            Optional Verification Fields

            • Contact Role (Title)

            • Associated Account Name

            • Contact Mailing Postal Code

            • Contact Mailing Street
            Result Fields

            • Contact Name

            • Associated Account Name

            • Contact Phone

            • Contact Role (Title)

            • Contact Email

            • Contact Mailing Postal Code

            • Contact Mailing Street

            See Also

            Identity Verification Flows in Communications Service Console

            The identity verification flows are designed to help service providers obey regulations that protect sensitive information. We’ve preconfigured these flows in Communications Service Console to suit the Communications use case.

            Note
            Note You can use these preconfigured flows, or customize them. You can also create an identity verification flow by using these preconfigured flows as templates for creation of new flows.

            Verify Caller Identity

            Verifies the identity of a caller before an agent can process the caller’s request and saves the caller verification data for auditing purposes.

            Note
            Note Three mandatory and four optional verification fields are preconfigured. The caller must answer four questions correctly to be verified.

            Verify Linked Caller Identity

            Verifies the identity of a caller after an agent has verified the identity of the caller’s authorized representative. This subflow is a part of the Verify Caller Identity flow. If your business needs to support secondary verification step for the caller, you can optionally configure this subflow to trigger it.

            See Also

            Engagement Objects in Communications Service Console

            These engagement objects store details of an interaction between an agent and a customer or their representative in Communications Service Console.

            • Engagement Attendee

            • Engagement Interaction

            • Engagement Topic

            See Also

             
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