---
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


---

# Verify user details

# Verify a contact, consumer, or guest user {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Look up users and manage their information. As an agent, you can find the consumer and contact information from an interaction record, review and verify the information, and then update the interaction record. If the customer
is a guest user without an existing consumer or contact record, you can create a record by capturing necessary information.

## Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, or admin

## Procedure

1. Navigate to AllCSM/FSM Configurable Workspace.
2. Select the List icon (![List icon]()).
3. In the Interactions section, select My Interactions.
4. Open an email interaction.
5. In the contextual side panel, select the Consumer Verify icon (![Consumer verify icon]()) or the Contact Verify icon (![Contact verify icon]()).  
   Note:  
   For more information, see [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.").
6. Search for a consumer or contact by entering the person's name, phone number, email address, or record number.
7. Select the desired result from the list.  
   This action displays information about the selected consumer or contact in a verification card.
8. Confirm the selected consumer or contact by selecting Verify .  
   When you perform this action, the following occurs:
   * The  Account  and either Consumer  or  Contact  fields are populated on the interaction record.
   * The  Verified  check box is enabled.
   {#verify-contact-consumer-guest-user__ul_xqm_v1g_b2c}
9. Select  Save  to save the interaction record and refresh the related lists.

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