Cisco
100-140 · Question #18
You are a help desk technician at Healthy Eats. The company has 1000 employees in multiple locations. An end user calls you via telephone and states the following: I am Jane Doe with the Accounting…
The correct answer is C. Call Jane Doe's manager using their company number to verify Jane Doe's needs and identity. Before performing a privileged action like a password reset, you must verify the caller's identity. Calling Jane Doe's manager at a known company number ensures proper authentication.
The Essentials of IT Support
Question
You are a help desk technician at Healthy Eats. The company has 1000 employees in multiple locations. An end user calls you via telephone and states the following: I am Jane Doe with the Accounting Department. I have forgotten my password, and I have a huge deadline approaching. I need you to reset my password as soon as possible so that payroll checks can be issued. What should you do?
Options
- AAsk Jane Doe for their email address so that you can email them to verify identity.
- BReset the password because Jane Doe has to process payroll immediately.
- CCall Jane Doe's manager using their company number to verify Jane Doe's needs and identity.
- DRequest Jane Doe's call back number so that you can reset the password and call Jane Doe back
How the community answered
(44 responses)- A9% (4)
- B18% (8)
- C70% (31)
- D2% (1)
Explanation
Before performing a privileged action like a password reset, you must verify the caller's identity. Calling Jane Doe's manager at a known company number ensures proper authentication.
Topics
#identity verification#password reset#social engineering#help desk security
Community Discussion
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