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Managing the score for customer verification

Updated on March 25, 2020

As an administrator, you can configure the minimum score to verify an unidentified customer, and you can vary this value by interaction and service case. The score is determined by adding the values associated with each question that the customer answers correctly. For example, if the verification score for a service case is defined as 10, then the customer must obtain a score of 10 by answering one or more questions correctly.

Note: The score threshold value works in conjunction with the Minimum number of fields for operator to verify successfully field, described in Setting the verification conditions. For example, if the Minimum number of fields for operator to verify successfully field is set to 2 and Score threshold required field is set to 10, the customer must correctly answer at least two questions and obtain the required score of 10. If the customer correctly answered a single question that has a score of 10, the customer would still need to correctly answer at least one more question to meet the criteria of minimum questions to be asked. 
Before you begin: To enable customer verification for a service case, you must configure the service case in the SetCaseForVerification data transform, and also add the ServiceCaseVerification flow to the service case. For more information about how to create data transform, see Data Transforms.
  1. In the navigation panel of App Studio, click ToolsCustomer verification.
  2. In the Verification scores section, define the score that is required to start an interaction by entering a value in the Score threshold required to begin an interaction field.
  3. To define the minimum score for individual service cases, complete the following steps:
    1. Click Add service case
    2. Enter the case type name in the Service cases field.
    3. Enter the minimum score to verify the customer in the Score threshold required field.
    4. To add more service cases, repeat the previous steps.
  4. Click Save.
  • Previous topic Managing the verification fields to display security questions
  • Next topic Configuring anonymous customer interactions

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