Verify the Member’s Identity and Capture Engagement Details in the Contact Center

When you accept a member’s call in the Contact Center, capture the reason for the call and validate the member’s identity.

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud

User Permissions Needed
To use the Contact Center for Health Cloud	Manage Contact Center for Health Cloud

From the App Launcher, find and click Contact Center.
From the navigation menu, click Engagement Interactions.
Go to the Identity Verification tab.
Select a reason for the interaction.
Select who the interaction is about.

Note If you select Someone Else, enter keywords to search for the user, then click Next. Choose the user from search results and click Next.
Verify the account name and number with the caller. Then, click next to the account name and account number.
Under Additional Verification Information, verify either the phone number or the postal code.
After you verify the member’s identity, you automatically view the member’s details in the Contact Center.