test2t.42872 (Customer) asked a question.
we've been enforcing MFA for some application and we are now looking into rolling this out to all enterprise users.
From our experience of the initial rollout, we have a high number of call on MFA reset and questions. Is there any advise to communicate during the enrollment process or MFA input process that we can inform user to setup multiple MFA so they can use self service later and also if they have issue or if they want, they can go to profile setting page to reset their MFA themselves.
According to Okta support, the enrollment page and also the MFA input page cannot be customized, just wondering if any of you have recommendation in passing out the MFA information more effectively so user will be able to use the self service to reset / setup?
Hi Dini,
I would dig around here as I feel like I remember there were templates and communication documents created specifically for this:
https://support.okta.com/help/s/end-user-adoption-toolkit
But for some end user training resources, this location has items specific to MFA that may help you:
https://support.okta.com/help/s/end-user-training
In terms of your specific case, I'm not sure what to advise. In our org, we enforced enrollment to "Everyone" so when they logged on the next time they were asked to enroll, and then we modified the MFA policy as needed.
We do plan to have everyone to use MFA. But we also see a lot of the end user have problem with MFA, like when they change cell phone…etc and need to reset their MFA. We would like to provide information remind them to setup more than one type of MFA and also where to reset their MFA themselves, instead of calling helpdesk. That was the reason for the initial ask to include a link to help page at the enrollment or at the MFA input/validation process at authentication, similar to the help/ forgot password on the username/password login page. But I was told the MFA pages are not customizable and hence would like to see if anyone has similar experience that can share and advise on how to tackle this.
Thanks again