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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Platform security

ft:clusterId :

    - psec

bundleId :

    - psec

workflow :

    - Platform


---

# Create KBA questions

# Create KBA questions {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 default set of KBA questions 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 | Security question to use for user identity verification. Example: <kbd class="ph userinput">What is your business phone number?</kbd> |
   | Application | Global application scope is selected by default. |
   | Keyword | Primary keyword that best describes the question. Example: <kbd class="ph userinput">business_phone</kbd>. |
   | Category | Category of the question. 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 | Channel for which the question is configured. Currently, only Voice is supported. |
   | Input Type | How the user provides their answer. Options: * Text: The caller enters a response by using the phone keypad. * Voice: The callers speak their response. {#create-knowledge-based-questions__ul_ulc_24x_l3c} |
   | Type | Availability of the question 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 | Expected format and structure of the spoken response. For example: <kbd class="ph userinput">5-character alphanumeric employee ID starting with the letter E.</kbd> |
   | Input Format Example | Comma-separated examples of valid spoken responses. For example: <kbd class="ph userinput">E372B, E481K, E529D.</kbd> |
   | Input Validation Pattern | Regular expression pattern that validates the spoken response against the expected format. For example: <kbd class="ph userinput">^E[0-9]{3}[A-Z]$</kbd>. |
   [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

*[\>]: and then