Password resets with identity verification

Skills you'll practise

• Verify a caller's identity using your approved method before any account change.
• Choose a safe way to deliver a temporary password or passcode.
• Recognize pressure tactics used in password-reset social engineering and respond calmly.

Course outline

1. 1.Password resets with identity verificationVideo · 4 min
2. 2.Verify first, then resetLesson · 8 min
3. 3.Self-service reset and when the desk still helpsLesson · 8 min
4. 4.High-risk accounts and suspicious reset requestsLesson · 8 min
5. 5.Password resets with identity verification: knowledge checkKnowledge check · 14 questions
6. 6.Urgent password reset from an unverified callerScenario
7. 7.Final exam6 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• NIST SP 800-63B Digital Identity Guidelines: Authentication and Lifecycle Management
• Microsoft Learn: Plan a Microsoft Entra self-service password reset deployment
• CISA: Avoiding Social Engineering and Phishing Attacks