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Set Up Search and the Minimum Number of Additional Verifiers for Identity Verification
When someone contacts a customer service representative (CSR) or a contact center agent (CCA) with a request, the CSR or CCA first searches for the person. To set up how the search works, create an identity verification process detail record. You can also specify the minimum number of additional verifying questions to ask.
Required Editions
| User Permissions Needed | |
|---|---|
| To use external data source: | The profile of the CSR or CCA user must have the View Setup and Configuration administrative permission. |
The default Identity Verification Process Detail record enables text-based search of account records in Salesforce and uses Id as the unique identifier for search records. To configure a different object for identity verification, or change the number of additional verifiers, create an Identity Verification Process Detail record.
Your business sometimes needs multiple verifications. For example, if an authorized customer representative contacts you on behalf of a customer, you verify both the representative and the customer before processing the request. To verify multiple parties, create Identity Verification Process Detail records for each person to verify:
- One record to search and verify the representative
- One record to search and verify the person they’re representing
Then, link the records using the Linked Identity Verification Process Detail field in the process detail record for the representative. The data required to perform the additional verifications using the linked subflow, Verify Linked Customer Identity, is defined in the linked process detail record. For example, suppose the data to verify authorized representatives resides in contact records and the data to verify their customers resides in account records. You create two process detail records, one for the Contact object and the other for the Account object. Specify the process detail record for the Account object in the Linked Identity Verification Process Detail field of the process detail record for Contact.
By default, the search results window shows up to 10 search results when the data source is Salesforce. To change this limit, contact your Salesforce representative.
- In Identity Verification Settings, click Set Up Search.
- Click New Identity Verification Process Detail.
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Enter a label and a name for the record.
The Name field stores the unique name of the record used by the API and managed packages. Begin the name with a letter and use only alphanumeric characters and underscores. Don’t end the name with an underscore or use two consecutive underscores.
- Select the process definition record you want to associate your process detail record with in the Identity Verification Process Definition field.
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Enter a search sequence number.
The search sequence number determines the order in which the Search Type picklist values appear to your users in the identity verification flow.
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Select the data source:
- External: Select this option if the representative and customer records and verification data reside outside Salesforce.
- Salesforce: Select this option if the representative and customer records and verification data reside in Salesforce.
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Select the search type.
With Text-Based search, a CSR or CCA enters search keywords in the Search field. With Object-Based search, a CSR or CCA uses available fields to search for data in Salesforce. For example, if you configure first name and account number as search fields, a CSR or CCA uses those fields for search.
If your data resides in an external data source and you use the Verify Customer Identity V2 flow template, then use the text-based search type. -
Enter the object used for the verification process.
For example, if your customer records are stored in the Contact object, enter Contact.
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Enter the field that uniquely identifies a record.
For example, ID, policy number, and account number uniquely identify records.
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Enter conditions used to filter the search results.
For example, if you want to search only Person Account records, enter isPersonAccount = true.Use the AND operator to enter multiple conditions. The OR operator isn’t supported.
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Enter the values used to sort and order the search results.
For example, if you want to sort the results by policy date and arrange the results in a descending order, enter PolicyDate__c Desc.
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Enter the minimum number of additional verifying questions that a customer or their
representative has to answer.
For example, to require customers or their representatives to answer at least one of the configured additional questions, enter 1.
- To use an external data source to search for customers or their representatives’ records and to get verification data, select the custom Apex class.
- Mark the record active.
- If your process requires two or more levels of verification, select the linked Identity Verification Process Detail record.
- Enter the name of the field that contains information about the related record that's shown to the CCA after identity verification is successful.
- Save your changes.
