--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Enable multi-factor authentication # Multi-factor authentication for Customer and Consumer Service Portals {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Multi-factor authentication for Customer and Consumer Service Portals Multi-factor authentication (MFA) enhances security for users accessing Customer and Consumer Service Portals by requiring more than one set of credentials. This two-step verification reduces vulnerabilities and protects self-service web portal access. Show full answer Show less ## Key Features * **Enable MFA:** Administrators can enable or disable MFA globally through a system property, ensuring users comply with enhanced login security. * **Bypass Attempts:** Configurable property allows users to bypass MFA setup a limited number of times (default is 3), accommodating users who may not have immediate access to their mobile device. * **One-time Code Validity:** The time period that one-time codes sent via email remain valid is adjustable, with a default of 10 minutes, ensuring timely and secure authentication. * **Clock Skew Adjustment:** Allows configuration of a time window (up to 60 seconds) to account for device clock differences when validating authentication codes, reducing login errors. * **Role-based Enforcement:** MFA is required for users assigned specific external roles---namely, *sncustomerservice.customer* and *sncustomerservice.consumer*---ensuring only targeted portal users are prompted for MFA. ## Practical Application for ServiceNow Customers By configuring these properties and roles, ServiceNow customers can enforce MFA selectively for Customer and Consumer Service Portal users, balancing security with user convenience. Adjusting bypass counts and code validity times helps accommodate user needs while maintaining secure access. Implementing MFA using these features safeguards sensitive portal interactions, aligning with best practices for identity verification and reducing the risk of unauthorized access. Multi-factor authentication, also known as two-step verification, is a security requirement that asserts a user enter more than one set of credentials. Enable multi-factor authentication for Customer and Consumer Service Portal users so that access to the self-service web portals is more secure from potential vulnerabilities. For more information, see [Multifactor authentication (MFA)](https://www.servicenow.com/docs/access?context=mfa-use&version=brazil&pubname=brazil-platform-security&ft:locale=en-US). ## Multi-factor authentication properties {#configure-csm-multifactor-auth__section_ar3_brx_g3b} Use properties to enable role-based multi-factor authentication criteria and configure the behavior. {#configure-csm-multifactor-auth__table_g3p_2rx_g3b__entry__2} | Property | Description | |-|-| | Enable Multi-factor authentication \[glide.authenticate.multifactor\] | Select this check box to enable users and administrators to use this feature. * Type: enabled \| disabled * Default value: enabled * Location: Multi-factor AuthenticationProperties {#configure-csm-multifactor-auth__ul_ggl_jmx_kt} | | Number of times a user can bypass setting up multi-factor authentication \[glide.authenticate.multifactor.setup.bypass.count\] | Enter a number that represents how many times a user can skip the additional passcode requirement, allowing them to log in even without their mobile device. If you disable this feature and then re-enable it, the counter starts over again. * Type: string * Default value: 3 * Location: Multi-factor AuthenticationProperties {#configure-csm-multifactor-auth__ul_xtx_1sx_g3b} | | The time in minutes, the one-time code sent to user's email address is valid for \[glide.multifactor.onetime.code.validity\] | Enter a number in minutes that specifies how long the reset code is valid. See [Log on with multi-factor authentication](https://www.servicenow.com/docs/access?context=t_LogOnWithMultifactorAuth&version=brazil&pubname=brazil-platform-security&ft:locale=en-US). * Type: string * Default value: 10 * Location: Multi-factor AuthenticationProperties {#configure-csm-multifactor-auth__ul_ny3_jsx_g3b} | | Additional time in seconds for which the code will be valid to accommodate for the clock skew. Max value is 60 seconds. \[glide.authenticate.multifactor.clock_skew\] | Enter a number in seconds with a maximum of 60. By default, the instance validates the code entered by you against the single app-generated code generated at whatever the `current time` is. You can skew the time window with this property and allow one or more codes generated during a time window to be considered valid. The property's value is used in the following calculation: `current time - x/2` and `current time + x/2`, where 'x' is the value of this property. If you use the value of `10`, for example, the instance considers any codes generated by the app between the time range `[the current time - 5 seconds]` and `[current time + 5 seconds]` to be valid. Use this property to help prevent log in issues where you're unable to enter the correct code in the default time allotted. | [Table 1. Properties for multi-factor authentication] {#configure-csm-multifactor-auth__table_g3p_2rx_g3b} ## Configure roles for multi-factor authentication {#configure-csm-multifactor-auth__section_wn4_h5x_g3b} Add the following external roles to the multi-factor roles: * sn_customerservice.customer * sn_customerservice.consumer {#configure-csm-multifactor-auth__ul_tpl_t5x_g3b} Users with these roles are required to use multi-factor authentication. For more information, see [Configure user-based multi-factor criteria](https://www.servicenow.com/docs/access?context=t_RequireMultifactorAuthForAUser&version=brazil&pubname=brazil-platform-security&ft:locale=en-US). **Related concepts** * [Multi-factor authentication for Business and Consumer Portal](https://www.servicenow.com/docs/2CnqIP_KOU6vInVUb3ZYPw "Enable multi-factor authentication for Business and Consumer portal users so that access to the self-service web portals is more secure from potential vulnerabilities.") **Related reference** * [Customer Service Portal user roles](https://www.servicenow.com/docs/rZHDQPIsyEn577vZ0zOk8g "Several different roles allow customers to create and edit cases and manage users from the customer portal.") *[\>]: and then