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Set up Identity Verification for Contact Center Console
Set up Identity Verification to enable service agents to verify the identity of incoming calls, and follow guided processes for assisting new and existing customers.
Identity Verification is a Salesforce Industries common feature used in several Industries products. To learn more, visit Identity Verification in Industries.
To use Identity Verification, your org must have Salesforce Open CTI installed. See Install Salesforce Open CTI for Contact Center Console.
To set up Identity Verification, follow these steps:
Configure Identity Verification for Contact Center Console
Configure the Identity Verification feature to enable service agents to provide value to existing customers and guide new customers through creating a new account.
The Identity Verification feature allows you to verify the identity of incoming calls in the Salesforce Open CTI. You can set up the Identity Verification feature to provide guided processes for the following:
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For existing customers, you can verify required fields such as the customer’s Name, Birthdate, and Email ID. You can also verify additional fields such as the customer’s SSN or Account Number.
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For new customers, you can Add an Account for Energy & Utilities Customers.
To set up and configure the Identity Verification feature, follow the steps in Identity Verification.
