An administrator can configure customer verification settings to verify an unidentified customer to ensure the authenticity of the customer.

The customer verification can happen at the start of the interaction, before launching a service case, or both. The verification settings include a default pool of security questions that are sourced from different data sources, such as account, contact, and so on. Managers can assign a score to each question based on its criticality.

To configure the verification settings, complete the following tasks:

• Setting the verification conditions
• Managing the verification fields to display security questions
• Managing the score for customer verification