Customer verification
The Customer verification process verifies the authenticity of a customer to help
ensure that the CSR has selected the correct account or policy, and to help prevent
malicious actors from accessing data. The CSR asks the verification questions at the start
of the interaction, before launching a service case, or both. The following figure shows an example of a verification question that a CSR sees
during a customer interaction: To configure customer verification: If you have not yet defined the source for the questions,
configure it first as described in Adding a source for business conditions or customer verification. In the Pega Customer Service application, only the inbound phone call interaction type is
configured to use customer verification. For out-of-the-box case types and the case types created from a case type template,
the flow that launches the customer verification process is included in the case
type lifecycle. To enable verification for these case types, you select the
verification questions for the case type, and then update the
DetermineEligibilityToRun decision table. For information,
see "Adding customer verification to an interaction or service case type," later in
this topic. For service request types that were not created from a case type template, select the
verification questions for the case type, and then add the
ServiceCaseVerification flow to the service request type.
For information, see "Adding customer verification to a non-templatized case type,"
later in this topic. Customer verification questions are grouped into categories, based on the context in
which the questions are asked, for example, when an inbound call is received. The
interaction case type or service case type determines which category of questions is
displayed to the customer service representative (CSR). The application includes default
question categories that vary by application, and you can add more question categories, and
also modify or delete the default question categories. A customer verification question has three parts: The data sources for customer verification vary by application, and you can configure
additional data sources. For information, see Adding a source for business conditions or customer verification. The following table shows the default data sources and question categories for each
application: You can localize questions so that the CSR sees the questions in their preferred
language. For information, see Localizing your application. A category can contain one or more questions. If a category has only one question, that
question must be answered correctly or else verification fails. If a category has more
than one question, the AND or OR operators determine whether all questions are mandatory
and the sequence in which the questions are asked. The application presents the mandatory questions before the optional questions to ensure
that the interaction ends quickly if the customer cannot answer the mandatory
questions. For example, suppose an Incoming Phone category consists of the
following questions and operators: In this example, the question in group 2 would be asked first, because it is
mandatory and verification will fail if the customer answers it incorrectly. The
question in group 1 is asked second because the customer must only answer one
question in that group correctly to proceed. There is a maximum number of incorrect responses allowed. When this value is
exceeded, the verification fails. For example, suppose a question group consists of
three OR questions, and the maximum allowed incorrect responses is 1. If the
customer answers the first two questions incorrectly, the verification fails even
though there is a third possible question in the group. The total count of incorrect responses considers each verification that occurs during
a single interaction. For example, if there is one verification for the interaction
type and a second verification for the service request type, then incorrect answers
from both verifications counts towards the maximum allowed. If there are multiple verifications (for example, at the start of the interaction, and
then at the start of a subsequent case), the application remembers which questions
were answered correctly and does not ask them a second time. This includes correct
answers provided during the interactive voice response (IVR) portion of an
interaction. For information about passing IVR verification questions and responses
to Pega Customer Service, see IVR-IVA API. Configure the customer verification options and questions that a CSR asks at the
start of an interaction or service case. The Customer verification process ensures the
authenticity of a customer and it ensures that the customer service representative (CSR) has
selected the correct account or policy. This is a cumulative count that applies to all verifications that occur
during the interaction. For example, if there are two verifications during
an interaction, and you allow one incorrect response, then verification
fails when a second incorrect response is provided during either the first
or second verification. If a customer answers an AND question incorrectly, then verification fails
immediately. If you define only one question for a category, then the question is an AND
question and the customer must answer it correctly to proceed with the
interaction. If you define more than one question for a category, you can
select whether the customer must answer all questions correctly, or whether
they only need to answer one question in the group correctly in order to
proceed. To review the default data sources for each application, see
"Question format and sources" earlier in this section. For information about how to configure other data sources for use in
customer verification, see Adding a source for business conditions or customer verification. For interaction types and service requests that require customer verification, use
App Studio to modify the case type and select the customer verification
questions category. For templatized case types, you must also enable customer verification
for the case type by modifying the DetermineEligibilityToRun decision
table in Dev Studio. In the
Questions category list, select one
category of customer verification questions to ask. Proceed to the next step. Define the categories in sequence by priority; the first matching condition
determines which questions the customer service representative (CSR) asks.
The following figure shows a healthcare case type configured to ask
different questions based on the customer type, for example, member: During customer verification, the default appearance of a date value is an internal
system value that is not meaningful to a CSR. For each customer verification question that
requires a date answer, configure the date format to show to the CSR, for example,
MM/DD/YYYY. A case type that was not created from a case type template does not include the flow
that is required for customer verification. Complete the steps in this topic to add customer
verification to a non-templatized case type. Typically a case in the
Work- class is not templatized.Configuring customer verification
Enabling customer verification for interactions and case types
Customer verification questions
Question format and sources
Default data sources for customer verification
Application Default data sources Default question categories Pega Customer Service Account, Contact, and Primary Verify account, Verify contact Pega Customer Service for Communications Account, Contact Verify contact Pega Customer Service for Financial Services Account, Individuals Verify account, Verify contact Pega Customer Service for Healthcare Member, Patient, Practitioner, Provider Verify member, Verify patient, Verify practitioner, Verify
provider organization Pega Customer Service for Insurance Auto Policy Data, Contact, Life Policy Data, Policy Caller, Beneficiary Question operators (AND and OR)
Maximum incorrect answers allowed
Duplicate questions
Configuring customer verification settings and questions
Adding customer verification to an interaction or service case type
Choices Actions No verification This is the default setting. No customer verification is required
for this interaction case type or service case type. Same category for all customers The same customer verification questions are asked for this
interaction case type or service case type in all contexts. Category is dependent on business condition Different customer verification questions are asked for this
interaction case type or service case type, depending on the
context. Configuring the CSR view of customer verification dates
.czQuestionName == "PropertyName"
.Adding customer verification to a non-templatized case type
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