---
title: Look up and verify a contact or consumer
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/lookup-verify-contact-consumer.html
release: australia
topic_type: task
last_updated: "2026-06-25"
reading_time_minutes: 1
breadcrumb: [Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# Look up and verify a contact or consumer

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 CRM 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.
6.  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.


**Related topics**  


[Lookup and verify](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/lookup-and-verify-overview.md)