Help Desk question for Entra

Question

Hi Team,

Does Microsoft Entra have a built-in feature that allows service desk agents to send security codes for user identity verification via SMS/E-Mail or any other method?

Regards

Answer 1

No, that isnt a thing in Entra.

However, the supported solution is Verified ID:

https://www.microsoft.com/en-us/security/business/identity-access/microsoft-entra-verified-id?ef_id=k_CjwKCAiAm-67BhBlEiwAEVftNimMVgke_3NnYn7U7kn8Bf0e4EWNYXOw2FeZ2DnFwRsyPi6-bxxH8hoCt0AQAvD_BwE_k&OCID=AIDcmmdamuj0pc_SEM__k_CjwKCAiAm-67BhBlEiwAEVftNimMVgke_3NnYn7U7kn8Bf0e4EWNYXOw2FeZ2DnFwRsyPi6-bxxH8hoCt0AQAvD_BwE_k_&gad_source=1&gclid=CjwKCAiAm-67BhBlEiwAEVftNimMVgke_3NnYn7U7kn8Bf0e4EWNYXOw2FeZ2DnFwRsyPi6-bxxH8hoCt0AQAvD_BwE

Answer 2

Hi @Navarro Gustavo

Thank you for posting your query on Microsoft Q&A.

Entra provides built-in features for service desk agents to verify user identity, including sending security codes via various methods such as SMS, email, and Authenticator app.

1.SSPR is a feature that allows users to reset their own passwords service desk agent needs to help a user reset their password or verify their identity, they can guide the user through the SSPR process, which can involve sending verification codes.

2.When service desk agents need to verify user identity, they can leverage Conditional Access policies that enforce multi-factor authentication (MFA).

3.If Security Defaults are enabled, the agent may help users navigate through MFA challenges like receiving a security code via SMS or email.

4.Microsoft Entra Verified ID could help such enterprises add verification processes seamlessly into their existing helpdesk and service desk operations. Upon successful verification, service desk could offer tasks such as password resets, Temporary Access Pass (TAP) provision, MFA (multifactor authentication) onboarding, and account updates, potentially enabling self-service automation.

Please refer the source document for more information: https://learn.microsoft.com/en-us/entra/verified-id/helpdesk-with-verified-id

Hope this helps. Do let us know if you have any further queries.

If this answers your query, do click `Accept Answer` and `Yes`

Thanks,

B. Siri Chandana.