Identity verification for inbound manufacturing service calls
Key Takeaway
Enabling Service Console for Manufacturing creates the verification records and flow for you, so your work is mostly configuration. To change what callers must confirm, edit the ContactSearch record through the Identity Verification Settings guided setup.
Identity Verification lets a service agent confirm that an inbound caller is really the customer, or an authorized representative, before acting on the request. The check protects the customer's personally identifiable information (PII), prevents unauthorized use of that information, and supports manufacturers in complying with data regulations. In Agentforce Manufacturing, enabling Service Console for Manufacturing gives you ready-made verification records and a flow, so most of your work is configuring them rather than building from scratch.
How identity verification works
An agent verifies a caller by asking preset questions and finding the caller's profile in the customer database. You choose which details a person must give to prove identity, such as a social security number, birth date, email, or phone number. Identity Verification is available in Professional, Enterprise, and Unlimited Editions.
The process runs on identity verification objects and flows. You can customize both. You can customize a preconfigured flow, or you can create your own flow for the console and other standard apps.