Hi SNOW community,
We are in the process of migrating to SNOW portal. In between this we came across a scenario to ascertain ways to secure our inbound call center. Meaning if an external caller directly calls to the IT helpdesk - what are the ways to confirm his/her identity over phone call. Currently most of the call centers ask for first/last name etc. but it somehow leads to a possibility that an hacker can impersonate the actual employee and might end up performing unwanted activities within the organization or even an attack for that matter.
I know SNOW as an application/web service does have security controls once the user is logged in but if it is via call, does SNOW have any possible security feature like - service codes (refer Netflix account security etc)
