---
sourceDocument: Australia Platform security
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/platform-security

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Platform security

ft:clusterId :

    - psec

bundleId :

    - psec

workflow :

    - Platform


---

# Configure authentication factors

# Configure authentication factors for AI voice agents {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

To secure voice agent environments, configure authentication factors that first identify the caller, then authenticate them before granting access.{#configuring-authentication-factors-for-ai-voice-agents__patch-rn-zp4-1}

Configuration involves:

* [User identification](https://servicenow-prod.fluidtopics.net/P_3L15MJk634wT9KgKECjw#configuring-authentication-factors-for-ai-voice-agents__section_ftb_gmy_mhc)
* [User authentication](https://servicenow-prod.fluidtopics.net/P_3L15MJk634wT9KgKECjw#configuring-authentication-factors-for-ai-voice-agents__section_gtb_gmy_mhc)

{#configuring-authentication-factors-for-ai-voice-agents__ul_lv3_2my_mhc}

## User identification {#configuring-authentication-factors-for-ai-voice-agents__section_ftb_gmy_mhc}

User identification forms the foundational layer of security for AI voice agents. You can configure knowledge-based authentication (KBA) to establish the caller identity before any authentication steps.

## User authentication {#configuring-authentication-factors-for-ai-voice-agents__section_gtb_gmy_mhc}

After identification, authentication confirms the caller's identity before enabling access to sensitive resources or actions. ServiceNow AI Platform supports both single-factor and multi-factor authentication (MFA), enabling administrators to tailor security configurations according to assurance levels and user roles. Supported factors include numeric
PINs, authenticator app codes, one-time passwords over SMS, push notifications, and knowledge-based questions.

## Recommendations {#configuring-authentication-factors-for-ai-voice-agents__section_htb_gmy_mhc}

* You're encouraged to leverage multi-factor authentication as the default approach for optimal security.
* You should regularly review and update authentication factor configurations to address evolving threats and maintain conformance.

{#configuring-authentication-factors-for-ai-voice-agents__ul_itb_gmy_mhc}

The following matrix shows the authentication factor combinations based on assurance level and authentication strategy:
{#configuring-authentication-factors-for-ai-voice-agents__table_f1l_smy_mhc__entry__6}

| Factor | Security Assurance | Recommended as Single Factor | Recommended as First Factor (MFA) | Recommended as Second Factor (MFA) | Learn more about configuration |
|-|-|-|-|-|-|
| [Time-based one-time password (TOTP) authentication](https://servicenow-prod.fluidtopics.net/CBL~SIU~pj3Nr0PtleMmlA "A time based one-time password (TOTP) is a secure authentication factor that verifies user identity by generating a unique, time-sensitive code.") | High | Y | Y | Y | [Authenticator Applications](https://servicenow-prod.fluidtopics.net/jhNGRBTseSPpPMeTAuSmUQ "Use third party authenticator applications to generate temporary MFA pass codes.") |
| [Push notification - Okta Verify](https://servicenow-prod.fluidtopics.net/PIYkHsBGv3KNWavFU6dQ6w "The Okta Verify app push notification enables users to securely approve authentication requests directly on their enrolled mobile devices.") | High | Y | Y | Y | [Configure push notification (Okta Verify)](https://servicenow-prod.fluidtopics.net/Qw4iNekcugxvMeu5CXnuJA "Configure Okta Verify to receive push notifications for secure and convenient identity verification.") |
| [SoftPIN authentication](https://servicenow-prod.fluidtopics.net/~Xs9pHM89CSdWpgvXKkDpw "Soft PIN is an authentication method that verifies a user's identity through a personal numeric PIN set up in advance, specifically designed to support AI Voice Agent authentication.") | Medium | Sometimes | Y | Y | [Configure Soft PIN](https://servicenow-prod.fluidtopics.net/7t47PcJkqaU1heVAMnNlgw "Users are required to configure Soft PIN before it can be used for authentication with ServiceNow AI Platform.") |
| [SMS One-time passcode (OTP) authentication](https://servicenow-prod.fluidtopics.net/lo52CAOykWhHzIgmKMD_sQ "SMS one-time password (OTP) authentication is a method used to verify user identity by sending a temporary, numeric code to the user's registered mobile number. The user enters this code to complete authentication.") | Medium | N | N | Y | [Multi-factor authentication Providers](https://servicenow-prod.fluidtopics.net/YYa4ZhiqQJS7LTw3oQSG~g "Use MFA providers to configure SMS and Email based authentication to ensure every user can login securely.") |
| [Knowledge-based authentication (Security Questions)](https://servicenow-prod.fluidtopics.net/P40ddBrW0Id~nKOLiPVk0A "Knowledge-based authentication (KBA) is an identification and authentication method that verifies callers by prompting them to answer preconfigured questions across conversational AI channels, such as AI voice agents. KBA also supports validation against external systems through custom scripts, enabling identification of callers whose data resides outside ServiceNow AI Platform.") | Low | N | Y | N | [Configure knowledge-based authentication](https://servicenow-prod.fluidtopics.net/19GGPiVgldH_zxj4YSkaVA "Configure knowledge-based authentication (KBA) as an identification and authentication method that verifies a user’s identity by prompting them to answer preconfigured numeric questions.") |
[Tabelle : 1. Authentication factor combinations]

{#configuring-authentication-factors-for-ai-voice-agents__table_f1l_smy_mhc}  
Wichtig:  
Y = Recommended \| Sometimes = Use with Caution \| N = Not Recommended