Identity verification process definitions and flow templates
Key Takeaway
You customize identity verification by creating your own Identity Verification Process Definition, Identity Verification Process Detail, and Identity Verification Process Field records. A flow finds its configuration through constants set to the record names, not through object relationships.
Identity verification gives customer service representatives (CSRs) and contact center agents (CCAs) a guided flow to confirm who a customer, or someone acting for them, is before handling their request. Organizations use it to follow regulations that protect sensitive information. Each identity verification flow is built from a flow template. The flow gets its search and question setup from three setup objects, so you customize the process by creating your own records in those objects.
The three setup objects
Identity verification is built on three setup objects that form a chain. An Identity Verification Process Field record looks up to an Identity Verification Process Detail record. The Identity Verification Process Detail record looks up to an Identity Verification Process Definition record. One Identity Verification Process Definition record can have many Identity Verification Process Detail records. One Identity Verification Process Detail record can have many Identity Verification Process Field records.
Each object has its own job:
- Identity Verification Process Definition links the configuration to the flow and defines the layout of the search screen.
- Identity Verification Process Detail configures the search function and sets the minimum number of additional verifying questions.
- Identity Verification Process Field sets up the verifying questions.
The record you work with depends on what you want to change.
If you want the flow to search a different object, or you need a different number of additional verifying questions...
Use an Identity Verification Process Detail record. For example, an Identity Verification Process Detail record can make the flow search the Contact object for member details.
If you want different verifying questions, or different fields shown in search results...
Use Identity Verification Process Field records. For example, an Identity Verification Process Field record can add the IsActive field as an optional verifier.