---
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


---

# Knowledge-based authentication

# Knowledge-based authentication (Security Questions) {#ariaid-title1}

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

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.

These questions leverage personal information that only the authorized user should know, such as the last four digits of their SSN. KBA relies on information known only to the caller, adding an extra layer of security for
applications and services. However, due to the nature of this information, KBA is best suited for low-risk scenarios.

## Use Case {#knowledge-based-authentication__section_ymy_hbk_hhc}

Low-risk authentication (for example, general IT support, public documentation access, and so on).

## Key Strengths {#knowledge-based-authentication__section_zcv_3bk_hhc}

The KBA method offers the following advantages:

* No additional device or internet connectivity required
* Familiar to most users
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## Important Considerations {#knowledge-based-authentication__section_osx_kbk_hhc}

While the KBA method is a convenient authentication method, there are several considerations to keep in mind:

* Low security as answers can be guessed, obtained from public records, or exposed via social engineering.
* Not recommended as the sole verification method for sensitive operations.

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KBA can enhance overall security when used appropriately. For detailed configuration instructions, see:

* [Create KBA questions](https://servicenow-prod.fluidtopics.net/dyapkwPkAEICTUcTW2hZsg "Create knowledge-based questions that can be preconfigured as security questions to confirm the user's identity.")
* [Create KBA answers](https://servicenow-prod.fluidtopics.net/fSqjsyPhg2b2ZSUmZ48mkg "Create knowledge-based answers for the preconfigured security questions to confirm the user's identity.")
* [Map KBA questions to answers](https://servicenow-prod.fluidtopics.net/j2O8HgNCu0GPoLDKNhbafw "Create knowledge-based questions and answer mapping to confirm the user's identity.")
* [Assign KBA questions to your AI voice agent service](https://servicenow-prod.fluidtopics.net/fDZfM91L_YDnphnr4b3g5w "Specify the questions that should be used for user identification and authentication with a specific voice agent. ")
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