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
flow to the service case. For more information about how to create data transform, see
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.
- In the navigation panel of App Studio, click .
- 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
- To define the minimum score for individual service cases, complete the
- Click Add service case
- Enter the case type name in the Service cases
- Enter the minimum score to verify the customer in the Score
threshold required field.
- To add more service cases, repeat the previous steps.
- Click Save.