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Identity Verification in Industries
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            Set Up Fields for Search and Verification

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            3. Identity Verification

            Set Up Fields for Search and Verification

            The Identity Verification Process Field object enables you to determine what a CSR or CCA sees, such as which fields appear in search results or which fields must be verified. Create an Identity Verification Process Field record for each field that is part of your identity verification process.

            Seven process field records are created for you.

            • Account name, birth date, and phone number are search results fields.
            • Account name and birth date are required verification fields.
            • Phone number and postal code are additional verification fields.

            You can add other verification steps. For example, to add a check for a segment of a government ID, create an additional Identity Verification Process Field record for the field that holds that information.

            The Field Type and Field Name fields in an identity verification process field record work together. Suppose you want to add Account Name as a search result field. Select Result Field as the Field Type and enter AccountName as the Field Name. Or, to set Birth Date as a required verification field, select Required Verifier as the Field Type, and enter PersonBirthdate as the Field Name.

            1. In Identity Verification Settings, click Set Up Fields.
            2. Click New Identity Verification Process Field.
            3. Enter a label and name for the record.
              The Name field stores the unique name of the record used by the API and managed packages. The name must begin with a letter and use only alphanumeric characters and underscores. It can’t end with an underscore or have two consecutive underscores.
            4. Select the process detail record that you want to associate your process field record related record with in the Identity Verification Process Detail field.
            5. Select the data source.
            6. Select the field type of the field you want to add for identity verification.
              Possible values are:
              Required Verifier
              Add a required verifying question.
              Optional Verifier
              Add an additional verifying question.
              Search Field
              Perform object-based search.
              Note
              Note This field type is reserved for future use.

              If you want the CSR or CCA to search for a caller using their first and last names, create two Identity Verification Process Field records. Set the field type to Search Field for both records. However, the field name for one must be FirstName and for the other LastName.

              Search Filter
              Filter search results.
              When set as the field type, specify the field name to filter search results by using the Field Name field. Both static and dynamic filtering are supported. For example, if the search operation is on Contacts for which the related Account ID is always a certain value, then set AccountId as the field name and the value of Field Value Formula to the related Account ID value. Or, if a CSR or CCA verifies a customer (Account object) and then performs a secondary search against all policies (Policy object) in which the verified customer is the policy holder, set Field Name to PolicyHolder and Field Value Formula to the dynamic value {!SelectedParentRecordId}.
              Note
              Note You can only use record IDs to perform dynamic filtering of search results.
              Result Field
              Display fields in search results.

              For example, when a CSR or CCA searches for a customer, you’d like the search results to include the account name, phone number, and email ID.

              Additional Result Field
              Retrieve data as part of the search query, but don’t display the data in search results.

              For example, you want to retrieve the policy number and the age of the policy owner, but don't want the agent to see this data. Write some custom logic to process this additional data.

            7. Enter the name of the field for the selected field type.
              For example, if you select Required Verifier as the field type and you want to set Account Name as the required verifier, enter AccountName.
              Note
              Note You can display fields from the object configured for verification’s parent object as required or additional verifiers, or in search results. For example, if you set identity verification on the Contact object, you can display fields from the Account object.
            8. If you’re using an external data source, select the data type of the field you specified in Field Name.
            9. If you’ve selected Search Filter as the field type, enter the formula here. Otherwise, leave the field blank.
            10. Optionally, enter a custom label to replace the standard field label in the app.
              For example, if you'd like PersonBirthDate displayed as DOB, enter DOB.
              If necessary, translate your custom labels using Translation Workbench so that your users see those labels in their preferred language.
            11. Enter a sequence number for the field.
              The sequence number is used in ordering how fields are displayed in the verification screen.
            12. Mark the record active.
            13. To show the field as a form field and not as an option button, select Manual Input.
            14. Save your changes.
             
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