Hello,
I have been given the following requirements and was wondering if anyone has done anything similar and is willing to share how they did it, or if they have any ideas of how to maybe accomplish.
When users are in Virtual Agent and are being transferred to Agent chat in Service Operations Workspace (SOW), they would like to enforce additional verification of the user that they can document on the Interaction record. They asked if
1. Microsoft MFA could be integrated and used so that the user would be requested to put in a code from Microsoft MFA.
OR
2. We have six other pieces of information that we use when users call on the phone and talk to an agent. Is there a way to have these six validation questions in a pool, and before the user gets to the live agent, they are randomly asked one of the questions and it is validated by ServiceNow?
Thanks so much for your time.
-Eric
Eric Gauthier, CSPO
BECU
ServiceNow Operations Engineer
