Customer Validation using security questions
For an on going project, in the contact centre, when a customer calls and asks for certain specific service requests, few (3 to 5) security questions need to be asked (based on the category and service selected for the case) to validate that the customer himself is calling.
For this, we are having a lookup to keep the pool of questions. Can we have the answers (object and it's columns where the answers are populated) also captured in this lookup?
For e.g. for question "What is the birth date?", can we record the answer to be checked against Contact (object) > birth date (column) ?