Verify Customer Accounts in Contact Center Console

When a customer calls in about their energy account, verify the customer's account using the Identity Verification feature from the Energy & Utilities Contact Center Console. After you verify the customer's identity, you can help the customer with their questions.

1. Log in to your Salesforce org.
2. From the App Launcher, search for and launch the Energy & Utilities Contact Center Console.
3. To access Open CTI Softphone, click Phone and enter your credentials.
4. To begin the Identity Verification process, Accept an incoming call in the Open CTI Softphone. This creates an Engagement Interaction record.
   If the incoming call is from an unverified number, the Caller Identity Verification section prompts you to check if the caller is an existing customer. If you click No, it opens the Customer Accounts page where you can Add an Account for Energy & Utilities Customers. If you click Yes, the Caller Identity Verification section displays the verification fields.If an existing customer is calling from a registered number, the Caller Identity Verification section displays the verification fields.
5. With the caller, verify all the fields in the Required Verification Information section and any one field in the Additional Verification Information section then click Next.
   The customer accounts page opens in a sub-tab.