Configure knowledge-based authentication
task australia Updated Sep 10, 2026 1 min read configure-kba.md
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.
Before you begin
Role required: auth_factors_admin
Procedure
-
Navigate to All > Authentication Factors > Knowledge Based Factor.
-
Perform the following:
- Create KBA questions
- Create KBA answers
- Map KBA questions to answers
- Specify knowledge-based questions for an AI voice agent service After creating the KBA configurations, you can use them as an identification and authentication method.
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---
title: Configure knowledge-based authentication
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/platform-security/authentication/configure-kba.html
release: australia
product: Authentication
classification: authentication
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Knowledge-based authentication, Authentication factor configuration for AI voice agents, Authentication factors, Authentication, Access Management]
---
# Configure knowledge-based authentication
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.
## Before you begin
Role required: auth\_factors\_admin
## Procedure
1. Navigate to **All** > **Authentication Factors** > **Knowledge Based Factor**.
2. Perform the following:
- [Create KBA questions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/create-knowledge-based-questions.md)
- [Create KBA answers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/create-knowledge-based-answers.md)
- [Map KBA questions to answers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/create-kba-answer-mappings.md)
- [Specify knowledge-based questions for an AI voice agent service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/platform-security/authentication/create-kba-service-mappings.md)
After creating the KBA configurations, you can use them as an identification and authentication method.
| title | Configure knowledge-based authentication |
| description | 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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/platform-security/authentication/configure-kba.html |
| release | australia |
| product | Authentication |
| classification | authentication |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Knowledge-based authenticationAuthentication factor configuration for AI voice agentsAuthentication factorsAuthenticationAccess Management |