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How Identity Verification Works
How a CSR or CCA verifies a customer or their representative’s identity depends on the identity verification flow template that’s used to configure the process. Sometimes you’re required to verify only a caller or a customer’s identity. Or, if someone is seeking information on another person’s behalf, you’re required to verify both identities. In addition, some identity verification flows store interaction details. Your identity verification flow can also store interaction details. If someone is calling on another person’s behalf, verify both identities.
Verify Caller Identity, Verify Customer Identity V2, and the Verify Customer Identity Base V2 are the three flow templates that you can choose from for your Identity Verification process.
| Flow Template | Description |
|---|---|
| Verify Caller Identity | Verifies the identity of a caller before their request can be processed by a CSR or CCA. The flow derives its configuration from the default identity verification process definition record named SampleVerificationFlow. You can’t configure object-based search with this flow template or use it to perform a secondary verification. After a caller is successfully verified, the CCA is directed to the relevant record page that has all the details required to process the caller’s request. |
| Verify Customer Identity V2 | Verifies the identity of a customer or their representative before their request can be processed by a CSR or CCA and logs the details of an interaction between a customer or authorized representative and the CSR or CCA. The flow derives its configuration from the default identity verification process definition record, SampleVerificationFlow, and the default Identity Verification Process Detail record, SampleAccountSearch. The Verify Customer Identity V2 flow template stores interaction details in these objects:
When a CSR or CCA participates in a customer-initiated engagement, an engagement interaction, messaging session, or a voice call record page opens. After successful verification:
The Verify Customer Identity V2 flow template also includes a subflow, Verify Linked Customer Identity, that you use to perform additional levels of verification. For example, you can verify the identities of a customer and their authorized representative, or you can verify a representative, their customer, and their customer’s legal ward. To use this flow, create an identity verification process detail record for each person to verify. In addition, link the records using the Linked Identity Verification Process Detail field. |
| Verify Customer Identity Base V2 | Gives the flexibility to launch the identity verification flow either from an engagement interaction page, a voice call record page, or from the utility bar. The template is designed to launch the flow from the record page or the utility bar based on whether a record ID is passed into the flow. If a record ID is passed, the flow runs the Verify Customer Identity V2 flow, which is linked as a subflow. Otherwise, the flow runs the Verify Linked Customer Identity V2 flow, which simply searches for a customer and verifies their identity. The Verify Linked Customer Identity V2 flow appears in the Flow Builder under the name Verify Customer Identity Simple. |
Irrespective of the template, with the default configuration, a user can verify a customer or their representative’s account name, birth date, phone number, and postal code. The default Identity Verification configuration ensures that:
- Text-based search is performed on Account records.
- Account name, birth date, and phone number are shown in search results.
- Account name and birth date appear as required verifying questions.
- Phone number and postal code appear as additional verifying questions.
- At least one additional question is answered.
To customize the configuration, create your own identity verification process definition, process detail, and process field records.
An engagement starts before identity verification begins and ends only after the verification ends (in success or failure) for all modes of engagement—Open CTI, physical (in-person), voice call, or messaging session (including in-app messaging, web messaging, SMS, Facebook Messenger, and WhatsApp).
When an engagement is initiated via Open CTI or through physical interaction, the details of
the interaction are stored in an engagement interaction record. When the engagement ends, the
flow doesn’t update the EndDateTime field of the record
because the flow ends before the engagement. But the flow updates the IsAttendeeVerified, InitiatingAttendeeId, and
AttendeeVerificationTime fields of the record.
CallEndDateTime field in a voice call record and
the EndTime field in a messaging session record are updated
by Omni-Channel processes at the end of an engagement.The flow creates an engagement topic record and updates the Name, RelatedPersonId, and EngagementId fields.
If an associated engagement attendee record for the external attendee who initiates an
engagement doesn’t exist, the flow creates a record and updates the EngagementId, ExternalAttendeeId, IsVerified, and VerificationTime fields. If an engagement attendee record exists, the flow updates the
IsVerified, and VerificationTime fields.
Now you can customize the verification process based on your business and legal requirements by going to the Identity Verification settings page in Setup and using the setup assistant.
