Look up and verify a contact or consumer

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • An agent can look up contact or consumer information from a saved interaction record, review and confirm the information, and then populate the information on the interaction record.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

    About this task

    Note:
    This task applies to both CSM Configurable Workspace and CSM Agent Workspace.

    Agents can search for information such as name, phone number, email address, case number, or order number.

    Procedure

    1. Open your workspace.
    2. From a saved interaction record, perform one of the following actions.
      WorkspaceAction
      CSM Configurable Workspace In the contextual side panel, click the Contact Verify icon (Verify contact icon.) or the Consumer Verify icon (Verify consumer icon.) to access the lookup and verify feature.
      CSM Agent Workspace At the top of the interaction record, click Verify Contact or Verify Consumer to open the Verify Contact or Verify Consumer pop-up window.
    3. Enter information such as the first few letters of a first or last name or the first few digits of a phone or case number.
      WorkspaceAction
      CSM Configurable Workspace Enter this information in the Verify Contact or Verify Consumer fields.
      CSM Agent Workspace Enter this information in the Look up field.
      These fields use a type-ahead search feature that displays results in a list and narrows the results as more characters are entered. Multiple display fields in the search results help to differentiate contacts. When searching for a record number, the contact or consumer associated with the record is returned in the search results.
      Note:
      Delete characters from the field to clear the search results.
    4. Select the desired result from the list.
      This action displays information about the selected contact or consumer in a verification card. If the information is not correct, repeat steps 2 through 4.
    5. Confirm the selected contact or consumer.
      WorkspaceAction
      CSM Configurable Workspace Click Verify.
      CSM Agent Workspace Click Done.
      This action does the following:
      • Populates the Account and Contact or Consumer fields on the interaction record.
      • Enables the Verified check box.
    6. Optional: In CSM Agent Workspace, click Cancel to close the pop-up window.
      If you cancel the search, the information on the interaction record remains unchanged.
    7. Optional: You can look up and verify another contact or consumer by repeating steps 2 through 4 and entering different search information.
    8. Click Save to save the interaction record and refresh the related lists.