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Configuring the call verification method

Updated on January 29, 2021

When customers contact a customer support center, their authenticity is verified through account or contact information. In addition to existing verification methods, a new verification method can also be added by appending a new method to the AppVerificationParam map value.

Pega Customer Service Implementation Guide
  1. In the navigation pane of Dev Studio, click RecordsDecisionMap Value.
  2. In the Map Name field, click the filter icon and enter AppVerificationParam.
  3. Click Apply.
  4. In the results list, click the PegaCA-Work version (for all applications except Pega Customer Service for Insurance) or PegaIns-Work version (for Pega Customer Service for Insurance) of AppVerificationParam in the latest ruleset.
  5. Click the Configuration tab.
  6. In the Results section, review the Additional Allowed Results for the map value.
  7. Determine which method you will use to verify your customer.

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