---
sourceDocument: Australia Platform security
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/platform-security

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Platform security

ft:clusterId :

    - psec

bundleId :

    - psec

workflow :

    - Platform


---

# Configure KBA

# Configure knowledge-based authentication {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure knowledge-based authentication (KBA) to identify and authenticate callers by prompting them to answer preconfigured questions across conversational AI channels, such as AI voice agents.{#configure-kba__patch-rn-ap1-1}

## Before you begin

Role required: auth_factors_admin

## Procedure

1. Navigate to AllAuthentication FactorsKnowledge Based Factor.
2. Perform the following:  
   * [Create KBA questions](https://www.servicenow.com/docs/ulXOJIoK0W5eRmghXPsmKw "Create knowledge-based questions to use for caller identification and authentication in AI voice agent interactions.")
   * [Create KBA answers](https://www.servicenow.com/docs/IhD4NGeQ8Nd_UGp7PeYVTQ "Create knowledge-based answers for the preconfigured security questions to confirm the user's identity.")
   * [Map KBA questions to answers](https://www.servicenow.com/docs/DfU~QjejndTNpZVXg2baRA "Map knowledge-based questions to their answers so the answers can be used to confirm a caller's identity.")
   * [AI voice agent service mapping with KBA](https://www.servicenow.com/docs/arVLB2ELGU_xFySww1X4uw "Specify the questions used for caller identification and authentication with a specific AI voice agent service.")

   {#configure-kba__ul_ict_j5z_mhc}

   After creating the KBA configurations, you can use it as an identification and authentication method.

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