How Identity Verification Works

How a CSR or CCA verifies a customer or their representative’s identity depends on the identity verification flow template that’s used to configure the process. Sometimes you’re required to verify only a caller or a customer’s identity. Or, if someone is seeking information on another person’s behalf, you’re required to verify both identities. In addition, some identity verification flows store interaction details. Your identity verification flow can also store interaction details. If someone is calling on another person’s behalf, verify both identities.

Verify Caller Identity, Verify Customer Identity V2, and the Verify Customer Identity Base V2 are the three flow templates that you can choose from for your Identity Verification process.

Flow Template	Description
Verify Caller Identity	Verifies the identity of a caller before their request can be processed by a CSR or CCA. The flow derives its configuration from the default identity verification process definition record named SampleVerificationFlow. You can’t configure object-based search with this flow template or use it to perform a secondary verification. After a caller is successfully verified, the CCA is directed to the relevant record page that has all the details required to process the caller’s request.
Verify Customer Identity V2	Verifies the identity of a customer or their representative before their request can be processed by a CSR or CCA and logs the details of an interaction between a customer or authorized representative and the CSR or CCA. The flow derives its configuration from the default identity verification process definition record, SampleVerificationFlow, and the default Identity Verification Process Detail record, SampleAccountSearch. The Verify Customer Identity V2 flow template stores interaction details in these objects: Engagement Interaction, Messaging Session, or Voice Call—Stores details of an engagement depending on how the engagement is initiated—through Open CTI or in person, over a messaging session, or through a voice call. Engagement Attendee—Stores details about the people participating in the interaction. Engagement Topic—Stores details about the reason for the call. When a CSR or CCA participates in a customer-initiated engagement, an engagement interaction, messaging session, or a voice call record page opens. After successful verification: The engagement interaction, messaging session, or voice call record is updated with details of the engagement. An engagement attendee record is created to store details about persons who attended the call. An engagement topic record is created to store details about what the call was about. The Verify Customer Identity V2 flow template also includes a subflow, Verify Linked Customer Identity, that you use to perform additional levels of verification. For example, you can verify the identities of a customer and their authorized representative, or you can verify a representative, their customer, and their customer’s legal ward. To use this flow, create an identity verification process detail record for each person to verify. In addition, link the records using the Linked Identity Verification Process Detail field.
Verify Customer Identity Base V2	Gives the flexibility to launch the identity verification flow either from an engagement interaction page, a voice call record page, or from the utility bar. The template is designed to launch the flow from the record page or the utility bar based on whether a record ID is passed into the flow. If a record ID is passed, the flow runs the Verify Customer Identity V2 flow, which is linked as a subflow. Otherwise, the flow runs the Verify Linked Customer Identity V2 flow, which simply searches for a customer and verifies their identity. The Verify Linked Customer Identity V2 flow appears in the Flow Builder under the name Verify Customer Identity Simple.

Flow Template

Description

Verify Caller Identity

Verifies the identity of a caller before their request can be processed by a CSR or CCA. The flow derives its configuration from the default identity verification process definition record named SampleVerificationFlow. You can’t configure object-based search with this flow template or use it to perform a secondary verification. After a caller is successfully verified, the CCA is directed to the relevant record page that has all the details required to process the caller’s request.

Verify Customer Identity V2

Verifies the identity of a customer or their representative before their request can be processed by a CSR or CCA and logs the details of an interaction between a customer or authorized representative and the CSR or CCA. The flow derives its configuration from the default identity verification process definition record, SampleVerificationFlow, and the default Identity Verification Process Detail record, SampleAccountSearch. The Verify Customer Identity V2 flow template stores interaction details in these objects:

Engagement Interaction, Messaging Session, or Voice Call—Stores details of an engagement depending on how the engagement is initiated—through Open CTI or in person, over a messaging session, or through a voice call.
Engagement Attendee—Stores details about the people participating in the interaction.
Engagement Topic—Stores details about the reason for the call.

When a CSR or CCA participates in a customer-initiated engagement, an engagement interaction, messaging session, or a voice call record page opens. After successful verification:

The engagement interaction, messaging session, or voice call record is updated with details of the engagement.
An engagement attendee record is created to store details about persons who attended the call.
An engagement topic record is created to store details about what the call was about.

The Verify Customer Identity V2 flow template also includes a subflow, Verify Linked Customer Identity, that you use to perform additional levels of verification. For example, you can verify the identities of a customer and their authorized representative, or you can verify a representative, their customer, and their customer’s legal ward. To use this flow, create an identity verification process detail record for each person to verify. In addition, link the records using the Linked Identity Verification Process Detail field.

Verify Customer Identity Base V2

Gives the flexibility to launch the identity verification flow either from an engagement interaction page, a voice call record page, or from the utility bar. The template is designed to launch the flow from the record page or the utility bar based on whether a record ID is passed into the flow. If a record ID is passed, the flow runs the Verify Customer Identity V2 flow, which is linked as a subflow. Otherwise, the flow runs the Verify Linked Customer Identity V2 flow, which simply searches for a customer and verifies their identity. The Verify Linked Customer Identity V2 flow appears in the Flow Builder under the name Verify Customer Identity Simple.

Irrespective of the template, with the default configuration, a user can verify a customer or their representative’s account name, birth date, phone number, and postal code. The default Identity Verification configuration ensures that:

Text-based search is performed on Account records.
Account name, birth date, and phone number are shown in search results.
Account name and birth date appear as required verifying questions.
Phone number and postal code appear as additional verifying questions.
At least one additional question is answered.

To customize the configuration, create your own identity verification process definition, process detail, and process field records.

An engagement starts before identity verification begins and ends only after the verification ends (in success or failure) for all modes of engagement—Open CTI, physical (in-person), voice call, or messaging session (including in-app messaging, web messaging, SMS, Facebook Messenger, and WhatsApp).

When an engagement is initiated via Open CTI or through physical interaction, the details of the interaction are stored in an engagement interaction record. When the engagement ends, the flow doesn’t update the EndDateTime field of the record because the flow ends before the engagement. But the flow updates the IsAttendeeVerified, InitiatingAttendeeId, and AttendeeVerificationTime fields of the record.

The CallEndDateTime field in a voice call record and the EndTime field in a messaging session record are updated by Omni-Channel processes at the end of an engagement.

Note

The flow creates an engagement topic record and updates the Name, RelatedPersonId, and EngagementId fields.

If an associated engagement attendee record for the external attendee who initiates an engagement doesn’t exist, the flow creates a record and updates the EngagementId, ExternalAttendeeId, IsVerified, and VerificationTime fields. If an engagement attendee record exists, the flow updates the IsVerified, and VerificationTime fields.

Now you can customize the verification process based on your business and legal requirements by going to the Identity Verification settings page in Setup and using the setup assistant.

Health Cloud Administration

How Identity Verification Works