Overview

Use CLEAR within OpenText to create identity-backed support workflows for any user population, including employees, customers, members, patients, citizens, contractors, and partners.

With CLEAR + OpenText, agents can initiate biometric identity verification whenever identity assurance is required before servicing a request. By replacing traditional security questions with biometric identity verification, organizations can improve security, reduce handle times, and create a more seamless user experience.

Whether supporting IT help desks, employee services, customer support, account recovery, benefits administration, healthcare services, government programs, or fraud prevention workflows, CLEAR helps ensure the individual interacting with your organization is the correct person associated with the user record on file.

How It Works

When a user contacts a support desk, service center, or customer support organization through OpenText, an agent can initiate a CLEAR verification session before fulfilling the user's request.

The verification session is delivered to the user using the contact information already associated with their user record, such as an email address or mobile phone number.

CLEAR automatically determines the appropriate verification experience based on whether a CLEAR User ID already exists for the user.

• New Users complete a full identity verification and are matched to their user record.
• Returning Users with an existing CLEAR User ID are routed through the Known User Key Flow, allowing them to complete verification in seconds using a selfie.

Once verification is complete, the results are returned to OpenText and surfaced to the agent. The agent can then confidently proceed with servicing the user's request knowing the user's identity has been verified and matched to the appropriate user record.

CLEAR and OpenText have distinct responsibilities within this workflow.

CLEAR Responsibilities

Identity Verification

Identity verification requirements are determined by the settings configured within each project. To review the verification settings enabled for a specific project, navigate to the CLEAR Console.

CLEAR maintains a baseline identity assurance standard that requires verification across the following components at a minimum:

• Biometric Verification
• Document Verification
• Source Validation

Projects may also be configured with additional verification controls to increase the level of identity assurance based on business or regulatory requirements.

User Profile Matching

In addition to verifying a user's identity, CLEAR assists with matching verified users to the user records you maintain within your systems. We refer to this process as User Profile Matching.

User Profile Matching is a critical component of the identity lifecycle. It helps ensure not only that a user is who they claim to be, but also that they are correctly associated with the corresponding user record in your environment.

Once a match has been established, CLEAR and OpenText work together to map and store the CLEAR User ID against the user profile. This persistent identifier enables streamlined verification experiences for returning users while maintaining a high level of identity assurance.

Known User Key Flow

When a user interacts with CLEAR for the first time within your environment, they complete a full identity verification. As part of this process, CLEAR facilitates User Profile Matching and establishes a persistent association between the verified user and their corresponding user record by storing a CLEAR User ID.

Once this interoperable identifier has been established, future verification sessions can leverage the Known User Key Flow. In these experiences, users may only need to submit a selfie while CLEAR continues to perform identity proofing and security validation behind the scenes.

This enables returning users to complete verification in seconds while maintaining a high level of security.

OpenText Responsibilities

Agent-Initiated Verification

OpenText enables agents to initiate CLEAR verification sessions whenever identity verification is required before servicing a request.

Session Delivery

OpenText delivers verification links using the contact information already associated with the user's record, such as an email address or mobile phone number.

Intelligent Routing

OpenText determines whether a user should be routed through a full identity verification flow or a Known User Key Flow based on the presence of a stored CLEAR User ID.

User Profile Management

OpenText stores and maintains user profile information, including the CLEAR User ID required to support future Known User Key Flows.

Verification Results

Once verification has been completed, OpenText surfaces the verification outcome directly to the agent, allowing the interaction to proceed with a higher level of identity assurance.

Use Cases

• Employee Help Desk Authentication
• Password Reset
• Account Recovery
• Privileged Access Requests
• Benefits Administration
• Profile Changes
• High-Risk Transaction Approval
• Fraud Prevention
• Multi-Factor Authentication
• Compliance and Audit Workflows
• Customer Support Verification
• Identity Verification for Shared Service Centers

Availability

Works With

• OpenText Service Management
• OpenText IT Service Management
• OpenText Experience Platforms
• OpenText Customer Support Workflows

How to Use

1. Configure CLEAR Credentials

Provide the following CLEAR configuration values within your OpenText implementation.

Required Credentials

• Establish Identity Project ID
• Known User Key Project ID
• API Key

Custom Field

• Internal user identifier (Employee ID, Member ID, Customer ID, Patient ID, Citizen ID, or another unique identifier)

User Profile Information

• First Name
• Last Name
• Date of Birth (if available and applicable)

Providing user profile information improves User Profile Matching accuracy and helps establish the user-to-record association required for future Known User Key Flows.

2. Enable CLEAR Within OpenText

Please reach out to your OpenText team to enable the CLEAR integration within your environment and configure the appropriate workflows.

Your OpenText team can assist with:

• Integration enablement
• Workflow configuration
• User profile mapping
• Verification session initiation
• CLEAR User ID storage
• Agent experience configuration
• Testing and deployment

3. Validate in a Test Environment

Validate the end-to-end experience, including:

• Initial identity verification
• User Profile Matching
• CLEAR User ID storage
• Known User Key Flow routing
• Agent-initiated verification
• Verification result delivery

4. Launch

Once testing is complete and the workflow has been validated, deploy the solution to production and make CLEAR verification available to your users.

Considerations

• OpenText Enablement: The CLEAR integration must be enabled within your OpenText environment. Please contact your OpenText team for assistance with setup, workflow configuration, and deployment.
• Reduced Handle Time: Replace repetitive security questions with biometric identity verification.
• Improved Security: Verify users using biometric, document, and source validation rather than knowledge-based authentication.
• Returning User Optimization: Returning users can complete reverification in seconds using the Known User Key Flow.
• Flexible Delivery: Verification links can be delivered using the contact information already associated with the user record.
• Broad Applicability: Support employees, customers, members, patients, citizens, contractors, and other user populations through a single verification platform.
• Agent-Driven Experience: Verification can be initiated exactly when additional identity assurance is required.

Resources

CLEAR Console

OpenText