Several company users are frequently forgetting passwords for their mobile devices and applications. Which of the following should the systems administrator do to reduce the number of help desk tickets submitted?
I really feel like C is the stronger answer here. The question mentions mobile device login, biometrics makes way more sense than single sign-on does in that context.
The only reason it's single sign-on is because it says that they are forgetting their passwords to their mobile devices and APPLICATIONS. If it wasn't for the word applications, C would make the most sense.
You can still apply biometric authentication to applications. Take for example mobile banking. HSBC bank has introduced the fingerprint and touch method for its customers to sign into their mobile banking app. In addition, Mastercard introduces "Identity Check Mobile" that verify identity by capturing and sending their selfies to the online retailer's website.
You can see all these examples and more here : https://securityboulevard.com/2021/04/introduction-to-mobile-biometric-authentication/
It’s not C because if you have an employee with a iPhone XR for example. How is biometric easier? You would need to give them a a whole new device. Memorizing one password is not a big deal
Although many apps accept biometrics (such as FaceID) for authentication, many, if not most, don't. For this reason, I'd say SSO will have the most impact reducing help desk requests.
In the TestOut PC Pro curriculum, it has a question like this, and the answer is "Train your users to make memorable passwords" - as if you can teach your users to hold a fork, let alone memorize a complex password... :eyeroll:
passwords are *something you know* -( and what do the users know? lol)
But this is for mobile devices specifically, and biometrics are very easy to implement on them.
Biometrics are *something you are* pretty sure most users can at least remember That ;)
I would like to see if this question has different options on the actual exam. possibly the options were not "dumped" accurately.
Multifactor authentication doesn't quite fit here, because you want to make it EASIER for people who can't stop forgetting their passwords... even if you had it send an sms to their phone *something you Have*, it still doesn't get around the fact that they can't memorize their passwords...
So the real answer is simple. If you want to stop getting helpdesk calls for users who can't remember their passwords on their mobile devices, (or any other device) just change your helpdesk over to an UNListed number, and tell them to memorize it. :D
HAH!
Replying to my own comment here, because I was pretty convinced that biometrics was the correct answer and I want to make this right: On page 664 of the official ExamCram CompTIA A+ 220-1001+2 prayer guide and songbook, it says "Lockouts due to forgotten passwords are common in organizations." ... "Several complex passwords can be confusing to users and cause many tech support calls requiring accounts be unlocked. To combat this, use single sign-on (SSO) or federated identity management. Remember, with SSO, a user needs only one password to gain access to two or more systems."
biometrics would reduce the number of help desk tickets for forgotten passwords, more so than SSO, seeing as you dont have to remember the passwords at all.
This test has some sketchy questions but I would have to agree that the SSO is the right way to go. 'C' is definitely a stronger answer here but not necessarily the easiest option to lower the number of ticketing requests.
You would need a password AND a another authenticator like SMS.
BTW SMS is relative very unsafe, better use app of email authenticator.
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