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

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Configuring the phone PIN settings for ServiceNow Voice

# Configuring the phone PIN settings for ServiceNow
Voice {#ariaid-title1}

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

Use a  PIN-based authentication mechanism for enabling a customer contact or consumer to
connect with the ServiceNow
Voice for CSM  application. 

An authentication mechanism for inbound  dialing  enables protecting the details of  customer
contacts and consumers from unauthorized users. When using the  ServiceNow
Voice for CSM application, you as an administrator can configure the PIN-based
authentication mechanism available within the  ServiceNow
Voice for CSM application or set up a custom authentication mechanism.

The PIN-based authentication mechanism available within the  ServiceNow
Voice for CSM application enables  customer contacts  and  consumers  to use a
custom phone PIN for accessing details related to their customer service cases during inbound 
dialing.

By default, the  My Phone PIN  link in the Additional Configuration
section of the setup guide for configuring the Amazon Connect components enables
the PIN-based authentication mechanism. For more information about the setup guide, see [Integrate ServiceNow Voice with Amazon Connect](https://servicenow-prod.fluidtopics.net/MQ6Yy_Qg9NaHvo7zncYnOw "Connect ServiceNow Voice of your ServiceNow instance with the Amazon Connect instance to provide a seamless inbound and outbound voice call experience for your callers and agents.") .  
Hinweis:  
The My Phone PIN link for customer contacts and consumers is available only with the sample CSM -specific contact flows.

To enable a PIN-based authentication mechanism, the  My Phone PIN  link
in the setup guide uses the predefined  Setup PIN  record producer that is configured by default
for consumers and customer contacts. As an administrator, you can edit the Setup PIN  record
producer to add any additional  ServiceNow roles, include the record
producer in a service  catalog, and display the service  catalog  as a module on a
customer-facing portal. Customers can then use the module to configure and reset their phone PIN.
For more information, see [Record Producer](https://servicenow-prod.fluidtopics.net/shQKtLaTNtUaAOEW4zyZkA "A record producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the service catalog.") and [Set up a service catalog](https://servicenow-prod.fluidtopics.net/1Vois0E0Mu6li4eadKA10g "To set up a Service Catalog, plan the way your organization defines and maintains Service Catalog items, and how it fulfills them.") .