---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Lookup and verify

# Lookup and verify {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Lookup and verify

The lookup and verify feature in ServiceNow Customer Service Management (CSM) enables agents to efficiently search for and confirm contact or consumer information during customer interactions.
This capability streamlines verifying customer details by allowing agents to search by name, phone number, email, or record number, and then confirm or populate the interaction record with verified data.
Show full answer Show less  

## Key Features

* **Search and Verification:** Agents can perform type-ahead searches across multiple configurable fields such as name, phone number, email address, and record number directly within the interaction record's contextual side panel.
* **Verification Cards:** After selecting a search result, agents view detailed information in a verification card, enabling them to confirm and mark the information as verified.
* **Configurable Search:** Workspace administrators can configure lookup settings including minimum characters to initiate search, maximum results returned, and which fields appear in search results and verification cards.
* **Pre-verified Information:** If customer information has already been verified through prior authentication methods (e.g., portal login, Virtual Agent, IVR), the Verified checkbox is automatically selected.
* **Plugin Integration:** The feature is included with the Customer Service (com.sncustomerservice) plugin and requires activation of the CSM Lookup and Verify plugin (com.snc.sncsmlookupverify) for configuration.
* **UI Actions:** Lookup Contact and Lookup Consumer UI actions can be enabled by workspace admins in the CSM Configurable Workspace for easy access.

## Configuration and Usage

* Workspace administrators manage lookup and verify settings via the Lookup and Verify Configurations list, allowing control over search behavior and UI action visibility.
* Two distinct configurations support lookup for contacts and consumers, ensuring tailored search and verification processes.
* The search feature uses "exact match" for phone and record numbers and "starts with" for other fields to optimize search accuracy.

## Benefits for ServiceNow Customers

* Improves agent efficiency by reducing manual data entry and verification time.
* Enhances data accuracy in interaction records by ensuring contact or consumer information is verified before use.
* Supports seamless integration with existing authentication processes to avoid redundant verification steps.
* Offers flexibility for administrators to customize search parameters and UI elements to fit organizational needs.  
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.
This feature simplifies the process of looking up and verifying contact or consumer information. Agents can use it as follows:

* If an interaction record is already populated with contact or consumer information from a chat or phone call, the agent can review the information and confirm that it is correct.
* If no customer or consumer information is available, the agent can search for this information, select and confirm the information. and populate the interaction record.

{#lookup-and-verify-overview__ul_qxt_tgz_4fb}  
Note:  
If this information has already been verified, such as through a customer portal login or authentication by Virtual Agent or by an IVR, the Verified check box on the interaction record is checked.

Agents can access the search window on the interaction record by selecting the Verify Contact icon (![Verify contact icon.]()) or the Verify Consumer icon (![Verify consumer icon.]()) in the contextual side panel.

Agents can perform a type-ahead search across multiple configurable fields such as name, phone
number, email address, and record number. From the search results list, agents can select a
result to display detailed information for the contact or consumer in a verification card. Once
verified, the system adds the information to the interaction record and checks the
Verified check box.

## Plugins {#lookup-and-verify-overview__section_bgk_mwx_4fb}

The lookup and verify feature is included with the Customer Service (com.sn_customerservice) plugin. This plugin provides the configuration for contact and consumer lookup as well as Lookup Contact and Lookup Consumer UI actions that can be added to the interaction record in CSM Configurable Workspace.  
Note:  
These actions are not enabled by default. The workspace admin can enable these actions as part of the lookup and verify feature configuration.

## Contact and consumer configurations {#lookup-and-verify-overview__section_v2v_npv_3fb}

Two lookup and verify configurations are provided with the feature, one for contacts and one
for consumers. Navigate to Workspace ExperienceLookup and VerifyConfiguration to access the Lookup and Verify Configurations list.  
Note:  
To see the contact and consumer lookup and verify configurations, you must activate the CSM Lookup and Verify plugin (com.snc.sn_csm_lookup_verify).  
For each configuration, the workspace administrator can:

* Enable the configuration and display the related UI action on the interaction record.
* Enter the minimum number of characters to start the type-ahead search.
* Enter the maximum number of search results returned.
* Select the primary and secondary fields to include in the search results.
* Select the fields to display on the verification card.
* View the lookup tables.

{#lookup-and-verify-overview__ul_gdv_5pv_3fb}  
Note:  
Customers can contact ServiceNow to make changes to the search fields.

## Using Lookup and verify in CSM Configurable Workspace {#lookup-and-verify-overview__section_yvq_v2s_znb}

Agents can use the lookup and verify feature to search for contact or consumer information in the contextual side panel.

The search field provides type ahead search that displays results in a list and narrows the
results as more characters are entered. Selecting a result from the list displays more detailed
information about the contact or consumer in a verification card.  
The search feature searches multiple configured fields such as name, account, phone number, and record number.

* For phone numbers and record numbers, it uses an "exact match" search.
* For other fields, it uses a "starts with" search.
{#lookup-and-verify-overview__ul_wwl_wpx_4fb}

## Verification cards {#lookup-and-verify-overview__section_ulw_ptz_4fb}

After selecting a search result, detailed information about the contact or consumer is
displayed in a verification card. From this card, the customer service agent can review and
confirm the information by clicking Verified.

## Tables {#lookup-and-verify-overview__section_vbq_mpx_4fb}

The lookup and verify feature uses the following tables:

* Lookup and Verify Configurations (sn_lookup_verify_config)
* Lookup Tables (sn_lookup_verify_search_on_table)
{#lookup-and-verify-overview__ul_vkp_hwx_4fb}
**Related tasks**   

* [Look up and verify a contact or consumer](https://www.servicenow.com/docs/~SPQ2YHS2FaZ2hNVTyo7Mw "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.")

*[\>]: and then