1. In the navigation panel of App Studio, click ToolsCustomer verification.
2. To define the maximum number of questions that display to the CSR for verification, select a value from the Maximum number of fields to display to operator list.
3. To define the minimum number of questions to ask and verify, select the value from the Minimum number of fields for operator to verify successfully list.
4. To decide whether to bypass the customer verification or not, select an option from the Allow an operator to bypass verification list.
   • Select Yes to allow CSR to skip the verification at the start of an interaction.

     Bypassing the verification allows the CSR to process interaction and service cases for the particular customer without any verification. The record of cases that bypasses verification are captured in the interaction history

   • Select No if the verification is required.
5. To verify an unidentified customer at the start of an interaction, select Yes at the Ask verification questions at the start of the interaction? field. Otherwise, select No.
6. Click Save.

1. In the navigation panel of App Studio, click ToolsCustomer verification.
2. In the Verification fields section, repeat the following steps to configure each field.
   1. Click Add field.
   2. To provide the source of the database questions, select a value from the Source list.
      The customer is verified based on the data source value selected in the Source list. For more information about enabling the data source for customer verification, see Using data sources.
   3. Select a field from the selected data source in the Field list.
   4. To decide when the questions should display to the CSR, select a value from the Apply to list.
      • Interaction: Verify the customer at the start of an interaction.
      • Service case: Verify the customer before accessing a service case.
      • Interaction and Service case: Verify the customer both at the start of an interaction and before accessing a service case.
      Note: All the fields in the Verification fields table are interdependent. Which means that the value selected in the Apply to field is dependent on the value that is selected in the Source field to display the configured verification question to the CSR during the customer verification process.
      For example: If you select the following values in the Verification fields table: Source: Contact, Field: Middle name, and Apply to: Interaction, the CSR can see the customer verification question soon after selecting the customer contact record.
   5. To add a score for each field that is used for calculation at the time of verification, enter a value in the Points per correct answer field.
3. Click Save.

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.

To configure the DNIS number, complete the following steps.

1. In the Dev Studio Explorer panel, click Records > Decision > Decision Table.
2. Search for and open the Set Custom Call Type decision table.
   1. To configure the phone numbers for your organization, click Private Edit.
   2. Double-click the if row of the DNIS column and enter the phone number.
      Note: Do not enter the feature access code, 000.
   3. Click the Return column in front of the phone number that you added and click the search icon.
   4. In the Express Builder dialog, enter .pyCallType== “Acquisition”.
   5. Click the otherwise row of the Return column and enter .pyCallType== “Service”.
   6. To configure more phone numbers, click the Insert Row After icon.
   7. Click Save.
3. To configure the parameters that are specific to the call type, search for and open the SetAnonymousDetails data transform. For example, Acquisition and Service. For more information on how to configure the parameters, see Data Transform form - Completing the Definitions tab.
   1. To add a row, on the Definitions tab, click the Add icon.
   2. From the Action list, select When.
   3. In the Target field, enter the category of the call type. For example, .pyCallType==”Acquisition”.
   4. In the Source field, enter the following parameters for the Acquisition call type in the child rows.

      Action	Target	Source
      Set	.CallTypeDesc	"Acquisition"
      Set	.DefaultTabInSearchScreen	"GeneralAssistance"
      Set offerAction	.OfferAction

   5. Repeat step 3a through step 3d and configure the parameters for Service call type. Ensure that you enter .pyCallType==”Service” in the Target column and child rows as follows.

      Action	Target	Source
      Set	.CallTypeDesc	"Service"
      Set	.DefaultTabInSearchScreen	"Search"
      Set	.OfferAction