Challenge User Identity (O365)

Overview

Your Service Desk team is often resolving your clients' requests on a phone call. These requests may include Password Reset, Unlocking a locked account, etc. So, how do you make sure that your team is speaking to the correct person without having to ask them directly?

To solve this issue, we can use the information about your clients that we already know, to validate their identity securely and consistently. We do this by sending an authentication request to the claimed identity and having the caller verify their identity via one of the three options: SMS, Email or the Microsoft Authenticator App.

This Extension Automation can be configured for any pre-built Pia automation or custom automations.

Flow

Your engineer will run the automation which is configured to use this extension at a particular point in the automation, and the Challenge User Identity extension will begin processing.

Here’s the flow:

1. Pia will retrieve a list of users for the client and present you with a drop-down to select a single user from the list.
2. Pia will then ask you to select from one of the three options: SMS, Email or the Microsoft Authenticator App to authenticate the user.
   • If SMS is selected, Pia sends a text message to the user’s mobile phone.
   • If Email is selected, Pia sends an email to the user’s email address.
   • If Microsoft Authenticator is selected, Pia sends a push notification to the user’s app.
3. Once the authentication request is sent:
   • If approved, Pia authenticates the user and continues execution.
   • If declined, Pia completes the automation execution.
   • If no response, Pia informs the engineer and provides three options:
     • Cancel: Cancels authentication and completes execution.
     • Select Other Method: Allows choosing another authentication method.
     • Check Status: Checks if the user has responded.