---
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: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Knowledge-based authentication, Configure authentication factors 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)
    -   [AI voice agent service mapping with KBA](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 it as an identification and authentication method.