About Account Identifiers

Account Identifiers are unique identifiers defined by a customer organization that can be used to model unique users. Account Identifiers can be used to look up an exact match quickly within the Persona dashboard search. Some common examples of Identifiers include:

• Email address
• Phone number
• Username
• Salesforce ID
• Application ID

Note: Non-unique fields, such as city, application type, full name, birthdate, should not be used as Identifiers. However, these can be stored as fields.

Identifiers are not required when an account is first created and can be updated manually after account creation through the Update Account Modal or through a Workflow.

Configuring Account Identifiers

Learn more about setting up custom Account Types, Fields, and Identifiers here. Identifiers can only be set on fields where the field type is string. Identifiers are not supported in nested string fields like hashes.

Identifier fields are case in-sensitive and non-unique by default. We recommend account identifiers be stored as unique values to ensure a 1:1 mapping between Persona accounts and an organization’s internal system.

What Identifier configurations are available?

Is Case Sensitive: field setting that treats “ABC” and “abc” as different values. Is Unique: field setting that prevents the same value from being used in multiple records for this field within the same account type. We recommend setting all account identifiers as unique.

Searching for Accounts

Using an Identifier as a search value will quickly pull up the associated Account, along with associated records. Any records where that identifier is stored as a field value will be surfaced.

Automatically find or create Accounts

You can automatically find or create Accounts based on the Identifier. Within Workflows or Case Actions, use the “Find or Create Account” workflow step, then select the account type, identifier, and identifier value.