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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich 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: Zurich
* 
* Updated June 25, 2026
* 
* ![](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, select the Contact Verify icon or the Consumer Verify 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. Select 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. Select 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://www.servicenow.com/docs/M~HqHkMLpQ0AJG6Oij9Ouw "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.")