Verify the Identity of a Customer in Communications Service Console

When a customer calls or initiates an in-person engagement, verify the customer's contact with Identity Verification from the Communications Service Console.

With contact information verification, you can verify the identity of a caller before discussing their personal contact details. You can also verify a caller engaging in connection to their related business account by verifying their employee contact details.

Your Salesforce admin can enable Identity Verification via phone or voice call. See Set Up Communications Service Console.

Your Salesforce admin also configures how to use Identity Verification in your org. For example, if you use the out-of-the-box Identity Verification flow, then the Search function checks the registered account phone number or name. See Customize the Communications Identity Verification Flow.

Launch Identity Verification in one of these ways:

Note If you’re manually creating a record, then start from the first step. If the engagement is initiated over Open CTI or Omni-Channel, directly start from the seventh step.

• If Salesforce Open CTI is configured in your org, then when you accept a call, the Engagement Interaction page opens. The Engagement Interaction record page shows information related to Engagement Attendees and Engagement Topic with identity verification embedded on the page. If the caller calls from a registered phone number, the Initiating Attendee field on the record page is autopopulated. For more information on answering incoming calls when logged in to a softphone, see Answer a Call Using a Softphone.

• If Omni-Channel (Salesforce Voice) is configured in your org, then when you accept a call, the Voice Call record page opens. The Voice Call record page shows information related to Engagement Attendees and Engagement Topic with identity verification embedded on the page. For information on answering incoming calls in the Omni-Channel utility, see Answer and Make Calls.

• If a customer initiates an in-person engagement, then you can manually create an Engagement Interaction record.

1. From the App Launcher, find and select Engagement Interactions.
2. Click New.
3. If you’ve identified the customer, then enter the initiating attendee. This is the account or the contact for the customer who initiated the engagement—because the out-of-the-box configuration supports contact search, populate the customer’s contact. The identity verification skips the Search step if you populate the initiating attendee. If you haven’t identified the customer at this point, then leave the initiating attendee field blank. If left blank, the identity verification includes a Search step for customer identification.
4. Enter the start date and time for the engagement.
5. Select the channel of communication.
6. Save your changes.
7. Select the Search Type. Select Contact Search to proceed.
   

   Note If your org’s Identity verification flow is customized to allow a customer’s representative to initiate an engagement, then you can verify the identity for both people. See Verify a Customer and Their Representative.
8. Enter the required last name, and then click Next.
9. Ask the caller about their account and role, and scroll through the search results.
10. Select the relevant result, and then click Next.
11. Ask questions to verify the required and additional information and then mark the fields based on the caller’s answer by clicking or respectively.
    Your admin configures the questions. Verification succeeds only if the person correctly answers all the questions in the required information section and the required number of questions in the additional information section. If the engagement is about the customer, verification ends here. Upon successful verification, the Account 360 sub tab is launched, and you can process their request. If verification fails, you’re asked to stop processing the caller’s request.