--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Lookup and verify # Lookup and verify {#ariaid-title1} Release version: Brazil Updated September 10, 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 enables customer service agents to quickly find and confirm contact or consumer information using identifiers like name, phone number, or record number. This functionality streamlines verifying and populating interaction records with accurate customer details, improving service efficiency and reducing errors. Show full answer Show less Agents can verify existing information on interaction records or search for missing details using a type-ahead search across multiple configurable fields. Verified records are clearly indicated, ensuring confidence in the data used during customer interactions. ## Key Features * **Search and Verification:** Agents can initiate searches directly from interaction records using Verify Contact or Verify Consumer icons in the contextual side panel. * **Type-ahead Search:** Supports searching on multiple fields such as name, phone number, email, and record number with exact or starts-with matching to quickly narrow results. * **Verification Cards:** Detailed customer information is presented in a verification card for agent review and confirmation. * **Configurable Settings:** Workspace administrators can enable the feature, configure UI actions, define minimum characters for search, limit search results, and specify which fields appear in search and verification cards. * **Plugin Support:** The feature is part of the Case Management Core (com.sncustomerservice) plugin and requires activation of the CRM Workspace Lookup and Verify plugin (com.snc.uib.lookupverify) to access configurations. ## Practical Use for ServiceNow Customers By enabling Lookup and verify, ServiceNow customers empower their agents to efficiently retrieve and confirm customer details during interactions, enhancing data accuracy and customer satisfaction. The feature integrates seamlessly within CRM Workspace, allowing agents to verify information without leaving the interaction record. Administrators have control over the search behavior and UI presence, tailoring the experience to organizational needs. Verified contacts or consumers are clearly marked, reducing redundant verification steps when information has been authenticated through portals or other channels. ## Key Components * **Lookup and Verify Configurations:** Manage how the lookup and verification operates, including search criteria and UI actions. * **Lookup Tables:** Define the data sources used for searching contacts or consumers. Overall, Lookup and verify simplifies customer data validation during service interactions, helping agents deliver accurate and timely support. 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 Case Management Core (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 CRM 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 CRM Workspace Lookup and Verify plugin (com.snc.uib.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 CRM 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/FBl7z26QJO11gvP2GK7ovw "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