Configuring customer verification

The Customer verification feature provides a pool of security questions that a customer service representative (CSR) can use to verify customer identity. In this module, you learn how to configure new security questions and determine when the questions are presented to the agent. The CSR that handles the transaction asks the verification questions at the start of the interaction, before launching a service case, or both.

After completing this module, you should be able to:

Practice what you learned in the following Challenge:

Available in the following mission: