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Identity Verification in Industries
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            Make the Verify Customer Identity Base V2 Flow Available to Users

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            3. Identity Verification

            Make the Verify Customer Identity Base V2 Flow Available to Users

            To enable users to use the Verify Customer Identity Base V2 flow, create an Engagement Interaction, Messaging Session, or Voice Call Lightning record page, and then add the flow to that page. Or, add the flow to the utility bar of your Lightning app.

            A customer or a customer representative and a CSR or CCA can interact via Salesforce Call Center or Omni-Channel. If your company uses Salesforce Call Center (Open CTI) as the solution to bring your customers and users together, then Engagement Interaction is the point of entry into the identity verification process. Engagement Interaction also remains the entry point for engagements initiated in person (physically). If your company uses Service Cloud Omni-Channel for voice calls, in-app messaging, web messaging, SMS, Facebook Messenger, or WhatsApp chat, then Voice Call or Messaging Session is the point of entry. To use Open CTI or Omni-Channel with the engagement objects, you must already have Open CTI or Omni-Channel set up in your org.

            See Also

            Add the Flow to a Page

            1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select Lightning App Builder.
            2. Click New.
            3. In Create a New Lightning Page, select Record Page, and click Next.
            4. Enter a label and select an object.
              Engagement Interaction Select if adding the flow to a Lightning record page.
              Messaging Session Select if adding the flow to a Messaging Session Lightning record page.

              To pin messages and conversations to the right side of the record page, select the Pinned Right Sidebar (3 regions) template.

              Voice Call Select if adding the flow to a Voice Call Lightning record page.
            5. Save your changes.
            6. Select a page template, and then click Finish.
              For Lightning record pages, you see a message that the selected object has no records. Don’t worry! An engagement interaction, messaging session, or voice call record is autocreated when a CSR or CCA accepts an Open CTI call, incoming message, or voice call. If an engagement is physically initiated, the CSR or CCA manually creates an engagement interaction record.
            7. Close the window.
            8. Add the Flow component to the page.
              1. Select the flow that you created in the Flow field.
              2. In the properties panel, select Pass record ID into this variable.
            9. To show the related engagement attendee record details, drag the Related List - Single component onto the page, and then enter Engagement Attendees in the Related List field in the properties panel.
            10. To add the related engagement topic record details to the engagement interaction record page, drag the Related List - Single component onto the page, and then enter Engagement Topics in the Related List field.
            11. Optional: If adding the flow to the Messaging Session Lightning Record page:
              • To show page-level actions and key messaging session record fields, add the Highlights Panel component to the page.
              • Add the Conversation component, if you’re using WhatsApp, or the Enhanced Conversation component, if you’re using in-app messaging or web chat, so that users can chat with customers or their representatives.
              • Make other changes as necessary.
            12. Optional: If adding the flow to the Voice Call Lightning record page:
              1. To show page-level actions and key voice call record fields, add the Highlights Panel component to the page.
              2. To enable users to mute, put on hold, or end a voice call, add the Phone component.

                The Phone component appears on the record page only when a CSR or CCA is on a voice call.

              3. To enable users to play back and analyze a recorded call, add the Call Recording Player component.
              4. Make other changes as necessary.
            13. Save and activate your changes.

            Add the Flow to the Utility Bar

            1. From Setup, in the Quick Find box, enter App Manager, and select App Manager.
            2. Edit the app that you want to add the flow component to.
            3. In the Lightning App Builder, select Utility Items (Desktop Only).
            4. Click Add Utility Item, and then select Flow.
            5. Enter a label for the flow, select the flow that you created in the Flow field, and then save your changes.
             
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