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Create a Flow Using the Verify Customer Identity Base V2 Flow Template
Use the Verify Customer Identity Base V2 flow template if you need the flexibility to launch the identity verification flow from the utility bar or from a Lightning record page.
When an engagement is initiated via OpenCTI or voice call, an engagement interaction or a voice call record ID is passed into the identity verification flow. In this case, a CSR or CCA accesses the flow from the corresponding record page. However, if no record ID is passed, ensure that a CSR or CCA can access the flow from the utility bar by creating a flow using the Verify Customer Identity Base V2 flow template. Then, add the flow either to an engagement interaction or voice call record page or to the utility bar of a Lightning app.
- In Identity Verification Settings, click Create Flow.
- Click New Flow.
- In the New Flow window, on the All + Templates tab, select Verify Customer Identity Base V2 and click Create.
- Click Save.
- Enter the flow label and API name, and save the flow.
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In Resources, edit IdVerfProcessDefinition and enter the relevant
Identity Verification Process Definition record name as the value.
Note If no record ID is passed into the flow, the value of IdVerfProcessDefinition is used to build verification context for the referenced subflow called Verify Customer Identity Simple. - In Flow Builder, select the Verify Customer Identity element and click Delete Element. Use your own version of the Verify Customer Identity V2 flow instead.
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Click
and then select Subflow.
- In the Referenced Flow field, select the flow that you created using the Verify Customer Identity V2 flow template and then click Done.
- Enter a label and API name for the subflow element.
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Under Set Input Values, include RecordId using the toggle, and then click
Done.
Note Make sure that IdVerfProcessDefinition and IdVerfProcessDetail values in the referenced flow are correctly set to the process definition and process detail records.
- Save and activate the flow.
