---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Look up and verify a contact or consumer

# Look up and verify a contact or consumer {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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

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

## Procedure

1. Open CSM Configurable Workspace.
2. 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.
3. In the Verify Contact or Verify Consumer fields, 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.  
   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. Click Verify to confirm the selected contact or consumer.  
   This action does the following:
   * Populates the Account and Contact or Consumer fields on the interaction record.
   * Enables the Verified check box.
   {#lookup-verify-contact-consumer__ul_exd_qw3_b4b}
6. **Optional:** You can look up and verify another contact or consumer by repeating steps 2 through 4 and entering different search information.
7. Click Save to save the interaction record and refresh the related lists.
{#lookup-verify-contact-consumer__steps_hyw_4kc_qfb}
**Related concepts**   

* [Lookup and verify](https://servicenow-prod.fluidtopics.net/NCqJRIutwUB4v8oN3_9CUg "The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.")