Audit Trail

Contact centers in some industries, such as healthcare and financial services, always verify the identity of customers who contact them for support or inquiries to ensure the customers' privacy and security.

Audit trail records are created and stored in the Hadoop database, HBase. The records are created in real time when a contact center agent (CCA) attempts to verify the identities of a customer's representative and the customer by using the identity verification flow in Salesforce.

Note Records are created when verification passes or fails.

When the CCA runs the flow, the Save Member Verification invocable action saves this customer identity verification data for auditing purposes:

• Engagement interaction record name
• Engagement interaction communication channel
• Engagement interaction record ID
• Initiating attendee ID
• Verification status
• Verification details
• Engagement topic
• Initiating attendee type—who the call is about
• Verification type

• Enable the Audit Trail Tab
  Make the Audit Trail tab available for System Administrators so that they can access Audit Trail.
• Open Audit Trail
  You can open Audit Trail from the App Launcher, the navigation menu, or the Service Console.
• Analyze Audit Records
  Analyze the customer identity verification audit records generated by the CCA’s identity verification flow.
• Export Audit Records
  You can modify the filter criteria and export up to 50,000 records from Audit Trail to a CSV file for archival, sharing, analysis, or compliance purposes.
• Manage Exported Audit Records Files
  You can download or delete exported audit record CSV files in Audit Trail Export Dashboard.