Common B2C scenario to identify customer using challenge response questions across channels
In a B2C scenario you want to unique identify your counterpart over phone, but even if the phone number is known, you still didn’t verify your counterpart identity. A common approach is to use at least three challenge response question.
This questions let you verify your counterpart’s identity against data you’ve within your Dynamics 365 Customer Engagement. The challenge response question approach used over the phone channel can also being used on the chat channel too. Either within a chat with a Customer Agent or with a Virtual Agent.