---
schema_version: "1"
id: 8bc7e076bf2b3f564318235ebccb9b64d2f819149356b7aaf06a296961880dc2
title: Customize the Communications Identity Verification Flow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/comms_customize_the_communications_identity_verification_flow.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.comms_customize_the_communications_identity_verification_flow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 885f7e73f1d202f59f9b532ed10e1a059b5ad5c88da03c9a0023e5227dfe4622
description: Identity verification guides service agents through the process of verifying a customer's personal information. The flow updates Engagement Interaction, Engagement Attendee, and Engagement Topic records based on the details of the verification, such as who participated in the call and what the call was about.
products:
  - Communications
release: "264"
---
# Customize the Communications Identity Verification Flow

Identity verification guides service agents through the process of verifying a customer's personal information. The flow updates Engagement Interaction, Engagement Attendee, and Engagement Topic records based on the details of the verification, such as who participated in the call and what the call was about.

You can use the preconfigured identity verification flows, or clone and modify them as needed.

Identity verification in Communications Service Console relies on identity verification objects, engagement objects, and identity verification flows. Identity verification is standard Salesforce Industry feature and is used in other Salesforce clouds. For general information about identity verification in Salesforce, see [Components of Identity Verification](https://help.salesforce.com/s/articleView?id=ind.components_of_identity_verification.htm&language=en_US) and [Create an Identity Verification Flow](https://help.salesforce.com/s/articleView?id=ind.create_an_identity_verification_flow.htm&language=en_US).

To learn how identity verification works in Communications Cloud, follow these instructions:

## Identity Verification Objects and Fields in Communications Service Console

Identity Verification in Communications Service Console is built on these objects.

- Identity Verification Process Definition—Links the identity verification process configuration to the identity verification flow. It also defines the layout of the search screen. We’ve configured the CommsSampleCallerVerificationFlow record in Communications Service Console. Based on your business requirements, you can use this record or create multiple process definition records.
- Identity Verification Process Detail—Configures the search function and sets the minimum number of additional verifying questions. When someone contacts an agent with a request, the agent first searches for the person. In Communications Service Console, we’ve created the CommsSampleContactSearch record.
- Identity Verification Process Field—Determines what an agent sees, for example, which fields appear in search results or which fields need to be verified. Here are the records we've configured in Communications Service Console:
    
    - CommsFirstNameSearch
    - CommsLastNameSearch
    - CommsPhoneSearch
    - CommsEmailSearch
    - CommsMailingStreetSearch
    - CommsMailingPostalCodeSearch
    - CommsContactNameResult
    - CommsPhoneResult
    - CommsEmailResult
    - CommsRoleResult
    - CommsMailingStreetResult
    - CommsMailingPostalCodeResult
    - CommsAccountNameResult
    - CommsContactNameVerify
    - CommsPhoneVerify
    - CommsEmailVerify
    - CommsRoleVerify
    - CommsMailingStreetVerify
    - CommsMailingPostalCodeVerify
    - CommsAccountNameVerify

We’ve configured these fields as part of identity verification.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:50%">
            <col style="width:50%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d111563e240">Field Type</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d111563e243">Fields</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Field Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d111563e240 ">Search Fields</td>

              <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d111563e243 "><a name="comms_identity_verification_objects_and_fields_in_communications_cloud_b2c_agent_console__ul_nbx_qtb_wbc"><!-- --></a>
                <ul id="comms_identity_verification_objects_and_fields_in_communications_cloud_b2c_agent_console__ul_nbx_qtb_wbc">
                  <li>
                    <p> Contact Last Name</p>
                  </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="Field Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d111563e240 ">Required Verification Fields</td>

              <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d111563e243 "><a name="comms_identity_verification_objects_and_fields_in_communications_cloud_b2c_agent_console__ul_obx_qtb_wbc"><!-- --></a>
                <ul id="comms_identity_verification_objects_and_fields_in_communications_cloud_b2c_agent_console__ul_obx_qtb_wbc">
                  <li>
                    <p>Contact Name</p>
                  </li>

                  <li>
                    <p>Contact Phone Number</p>
                  </li>

                  <li>
                    <p>Contact Email Address</p>
                  </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="Field Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d111563e240 ">Optional Verification Fields</td>

              <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d111563e243 "><a name="comms_identity_verification_objects_and_fields_in_communications_cloud_b2c_agent_console__ul_pbx_qtb_wbc"><!-- --></a>
                <ul id="comms_identity_verification_objects_and_fields_in_communications_cloud_b2c_agent_console__ul_pbx_qtb_wbc">
                  <li>
                    <p> Contact Role (Title)</p>
                  </li>

                  <li>
                    <p>Associated Account Name</p>
                  </li>

                  <li>
                    <p>Contact Mailing Postal Code</p>
                  </li>

                  <li>
                    <p>Contact Mailing Street</p>
                  </li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="Field Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d111563e240 ">Result Fields</td>

              <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d111563e243 "><a name="comms_identity_verification_objects_and_fields_in_communications_cloud_b2c_agent_console__ul_qbx_qtb_wbc"><!-- --></a>
                <ul id="comms_identity_verification_objects_and_fields_in_communications_cloud_b2c_agent_console__ul_qbx_qtb_wbc">
                  <li>
                    <p>Contact Name</p>
                  </li>

                  <li>
                    <p>Associated Account Name</p>
                  </li>

                  <li>
                    <p>Contact Phone</p>
                  </li>

                  <li>
                    <p>Contact Role (Title)</p>
                  </li>

                  <li>
                    <p>Contact Email</p>
                  </li>

                  <li>
                    <p>Contact Mailing Postal Code</p>
                  </li>

                  <li>
                    <p>Contact Mailing Street</p>
                  </li>

                </ul>
              </td>

            </tr>
          </tbody>
        </table>

#### See Also

- [Define the Link Between Identity Verification Process Configuration and Flow](https://help.salesforce.com/s/articleView?id=ind.define_the_link_between_identity_verification_process_configuration_and_flow.htm&language=en_US)
- [Set Up Search and the Minimum Number of Additional Verifiers for Identity Verification](https://help.salesforce.com/s/articleView?id=ind.set_up_search_and_the_minimum_number_of_additional_verifiers_for_identity_verification.htm&language=en_US)
- [Set Up Fields for Search and Verification](https://help.salesforce.com/s/articleView?id=ind.set_up_fields_for_search_and_verification.htm&language=en_US)

## Identity Verification Flows in Communications Service Console

The identity verification flows are designed to help service providers obey regulations that protect sensitive information. We’ve preconfigured these flows in Communications Service Console to suit the Communications use case.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-communications-264-0-0-production-enus/444efb86-ea1e-477e-afbc-56eaac192eaf/images/icon_note.png)

Note You can use these preconfigured flows, or customize them. You can also create an identity verification flow by using these preconfigured flows as templates for creation of new flows.

### Verify Caller Identity

Verifies the identity of a caller before an agent can process the caller’s request and saves the caller verification data for auditing purposes.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-communications-264-0-0-production-enus/444efb86-ea1e-477e-afbc-56eaac192eaf/images/icon_note.png)

Note Three mandatory and four optional verification fields are preconfigured. The caller must answer four questions correctly to be verified.

### Verify Linked Caller Identity

Verifies the identity of a caller after an agent has verified the identity of the caller’s authorized representative. This subflow is a part of the Verify Caller Identity flow. If your business needs to support secondary verification step for the caller, you can optionally configure this subflow to trigger it.

#### See Also

- [Create an Identity Verification Flow](https://help.salesforce.com/s/articleView?id=ind.create_an_identity_verification_flow.htm&language=en_US)
- [How Identity Verification Works](https://help.salesforce.com/s/articleView?id=ind.how_identity_verification_works.htm&language=en_US)

## Engagement Objects in Communications Service Console

These engagement objects store details of an interaction between an agent and a customer or their representative in Communications Service Console.

- Engagement Attendee
- Engagement Interaction
- Engagement Topic

#### See Also

- [Engagement Data Model](https://developer.salesforce.com/docs/atlas.en-us.industries_reference.meta/industries_reference/engagement_data_model.htm)