Security options for customers calling into the help desk.

Question

We have password self-service enabled with users adding their questions, but was wondering if we could dispaly those answers to the help desk so that they can confirm that the user calling in is actually them? Is there an option to do somnething like that?

Answer 1

Hello,

Unfortunately, there is no such possibility. For security considerations, answers to security questions are not stored explicitly, only hash codes of the answers are stored.

You can use the following workaround: If a user calls Help Desk, an operator follows the reset password link and starts the procedure as if they were the user. Then, the operator asks the security questions by phone and enters the answers provided by the user into the Self-Service Password Reset wizard.