---
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
---
# Create KBA questions
# Create KBA questions {#ariaid-title1}
Release version: Australia
Updated March 12, 2026
 2 minutes to read
Create knowledge-based questions to use for caller identification and authentication in AI voice agent interactions.{#create-knowledge-based-questions__patch-rn-zp4-1}
## Before you begin
Role required: auth_factors_admin
Default questions
: A set of KBA questions default is available to all AI voice assistants in AI Voice Assistant Designer. You can use these questions as-is or edit them.
:
{#create-knowledge-based-questions__task-prereq__entry__4}
| Question | Default answer source | Type | Category |
|-|-|-|-|
| Phone Number | sys_user.mobile_phone | Identification | Phone, triggers Automatic Number Identification (ANI) |
| Employee ID | sys_user.employee_number | Identification or Authentication | Others |
| Email | sys_user.email | Identification or Authentication | Others |
| Manager | sys_user.manager | Identification or Authentication | Others |
| Zip Code | sys_user.zip | Identification or Authentication | Others |
[Table 1. Default KBA questions]
## Procedure
1. Navigate to AllAuthentication FactorsKnowledge Based FactorQuestions.
2. Select New on the Knowledge Based Questions page.
3. Specify the following fields on the form:
{#create-knowledge-based-questions__table_gtp_xb1_jhc__entry__2}
| Field | Description |
|-|-|
| Question | Define a security question to be used for user identity verification. Example: What is your business phone number? |
| Application | Global application scope is selected by default. |
| Keyword | Enter the primary keyword that best describes the question. Example: business_phone. |
| Category | Select the category. Options: * Phone Number: Enables partial phone number matching and makes the caller's ANI (automatic number identification) available by default for identification. * Others: Standard matching; ANI is not used. {#create-knowledge-based-questions__ul_wxh_lc1_jhc} Note: Phone Number category can't be used for authentication. |
| Channel | Select the channel for which the question is configured. Currently, only Voice is supported. |
| Input Type | Select how the user provides their answer. Options: * Text: The caller enters a response via phone keypad. * Voice: The callers speak their response. {#create-knowledge-based-questions__ul_ulc_24x_l3c} |
| Type | Select when the question is available for use. Options: * Identification: The question is available for identification configuration only. * Authentication: The question is available for authentication configuration only. * Identification or Authentication: The question is available for both. {#create-knowledge-based-questions__ul_ywp_cw3_kjc} |
[Table 2. Knowledge-Based Questions]
{#create-knowledge-based-questions__table_gtp_xb1_jhc}
4. Select the Input Type:
1. Input Type as Text: No additional fields are required.
Figure 1. Knowledge Based Question - Text
Note:
If Input Type is set to Text, no additional fields are required.
2. Input Type as Voice: Specify the following additional fields:
{#create-knowledge-based-questions__substeps_yf4_5wb_m3c}
{#create-knowledge-based-questions__table_nvb_m4x_l3c__entry__2}
| Field | Description |
|-|-|
| Input Format Description | Describe the expected format and structure of the spoken response. For example: 5-character alphanumeric employee ID starting with the letter E. |
| Input Format Example | Specify comma-separated examples of valid spoken responses. For example: E372B, E481K, E529D. |
| Input Validation Pattern | Specify a regular expression pattern to validate the spoken response against the expected format. For example: ^E[0-9]{3}[A-Z]$. |
[Table 3. Voice input fields]
{#create-knowledge-based-questions__table_nvb_m4x_l3c} Figure 2. Knowledge Based Question - Voice
5. Select Submit.
## Result
You're redirected to the Knowledge Based Questions list view. Verify if your question is successfully added.
Figure 3. Knowledge Based Questions - list
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