Lookup and Verify not Appearing in CSM Workspace

[kristenmkar]

Good afternoon-

Recently I installed the Lookup and Verify plugin - I have made the consumer and contact configurations Active,  and have also double checked the UI actions to ensure they were also active. I have went through every post and documentation article, but the configurations are still not displaying within the side panel.  I thought maybe I would have to configure the contextual side panel, but I am still unable to see the icon and "verify" configurations.  The documentation makes it seem like it should just appear without any additional actions- but I am not seeing it anywhere in the interaction side panel.  I have also tried adjusting the ux app routes for the screen collections, but still hasn't worked. 

Thank you! 

[Nirma Sai E]

Hi, I was also looking into this functionality. I was able to get the UI Action working. OOTB the Verify Consumer or Verify Contact UI Action is unavailable for Insert. You might have to change the UI Configuration to show it on insert. However, according to the documentation it's written that  "Agents can access the search window on the interaction record as follows:

• CSM Configurable Workspace: Click the Verify Contact icon() or the Verify Consumer icon () in the contextual side panel.

Which we are unable to see. Please let me know if you have any updates on this.

[Sandhya Gurram]

Hi @kristenmkar ,  

The Lookup and Verify section is visible for Interaction records that are in progress. The logged in user should have the role 'sn_lookup_verify_user'.

Please read the reference article here.

Thanks

Sandhya Gurram

[HVoe]

What if you have all of that and the Lookup and verify is still not showing up in the Contextual side panel? I have searched all the docs and community posts but cannot find an answer. I only have 3 icons: Agent assist, attachments, and templates. I thought lookup and verify is ootb? I am on Yokohama. 

[kristenmkar · Accepted solution]

Here's how I was able to add the configurations to the contextual side panel - side note, I was unable to find this in any documentation, and this is what I actually needed - hopefully this will help some people out! 

1. Navigate to Workspace Experience > Lookup and Verify > Configurations
2. Validate the correct verification is active for Contact &/or Consumer
3. Navigate to UI Builder
4. Select the CSM/FSM Configurable Workspace Experience
5. Select the CSM default record page
6. Duplicate the CSM default record page
7. Set to active
8. Set the order to -10
9. Select Editor and Save
10. Set table to the case type/desired table name
11. Under Settings add the variant condition for your table if applicable
12. Select Tab sidebar under content on the left hand side
13. On the right column click + Add and select ‘Add a page collection’
14. Scroll down and find the CSM Interaction record mid tabs
15. Add the CSM Interaction record mid-tabs Collection Tab, Select Save
16. Go back to CSM Configurable workspace experience
17. Duplicate variant of the CSM Interaction record page record, Name it, Click Create
18. Go to settings
19. Set to active
20. Set the order to -10 (lower than the one you copied- the lowest value is what is viewed first )
21. Select Editor and Save
22. Validate all the Sidebar Icons work (Record Info, Agent Assist, Attachments, Templates, Contact Verify and Constituent Verify)"