Customer service representatives verify the identity of loyalty program members or
authorized member representatives by using the prebuilt Verify Customer Identity or the Verify
Identity of Loyalty Program Member flows. The Verify Identity of Loyalty Program Member flow is a
customized flow that’s provided by Loyalty Management. You can also create custom flows in Flow
Builder by using the Verify Customer Identity Flow template.
Required Editions
| Available in: Lightning Experience in Enterprise, Performance,
Developer, and Unlimited Editions
|
| Available in: Orgs that have the B2C - Loyalty Management Plus or the Loyalty
Management - Advanced license enabled |
You can verify the identity of a loyalty program member or an authorized representative for
engagements initiated through OpenCTI and Omni-Channel. Customer service representatives can
access the verification flow from an Engagement Interaction or a Voice Call record page. Add the
flow to the Engagement Interaction and to the Voice Call record pages in Lightning App Builder.
Verify Identity of Loyalty Program Member
Here are the pages in Flow Builder that are customized for Loyalty Management:
In the Verify Identity of Loyalty Program Member flow, the page where the reason for
engagement is specified:
In the Verify Identity of Loyalty Program Member flow, the participant type is specified:
In the Verify Identity of Loyalty Program Member flow, search for a loyalty program member:
In the Verify Identity of Loyalty Program Member flow, search for a loyalty program member:
In the Verify Identity of Loyalty Program Member flow, the required and optional attributes
for verification information for the loyalty program member:
