Alexa What is Multi-Factor Authentication (MFA) and How Does it Work?

What is Multi-Factor Authentication (MFA) and How Does it Work?

Technology | by Steve Conway
What is Multi-Factor Authentication (MFA) and How Does it Work?

With cyberattacks becoming a growing concern lately, passwords no longer serve a sufficient amount of security to your data. Multi-factor authentication or MFA adds an extra level of safety against threats like phishing attacks and other kinds of security breaches.

What is Multi-Factor Authentication

Multi-factor authentication (MFA) is a robust authentication technique that mandates users to validate their identity by presenting two or more pieces of evidence (or factors) when they log in. One factor involves something that the user is familiar with, such as their username and password, while the other factors include something that the user possesses, like an authenticator app or security key. With MFA, user access is linked to various types of factors, making it difficult for common security threats, such as phishing attacks and account hijacking, to succeed. The MFA functionality offered in ConvergeHub can be utilized to protect customer data across channels.

Exploring Multi-Factor Authentication in ConvergeHub

Rolled out on February 14, 2023, ConvergeHub’s MFA functionality comes with strict security features. Here’s what a user needs to know:

  • Multi-Factor Authentication Implementation
    This is one of the easiest and the most effective tools for enhancing login security, and safeguarding your business and customer data against security threats. The recently rolled out MFA functionality in ConvergeHub is customized to meet your business needs.
  • Built-In Authenticator as a Verification Method
    ConvergeHub’s built-in authenticators can confirm a user via a PIN or password that the user sets up on their device’s operating system. Depending on a user’s browser and operating system, built-in authenticators can help you validate your identity before accessing ConvergeHub.
  • Text Messages as a Verification Method
    Utilizing SMS as a verification method is one of the crucial stages of ConvergeHub’s MFA authentication. Enabling multi-factor authentication (MFA) for your customer or partner Experience Cloud sites allows for the delivery of one-time passcodes via SMS text messages. To use this method, users must have a verified mobile number and access to their device during login. It’s important to note that this verification option is exclusively for external users, and other supported MFA verification methods include ConvergeHub Authenticator, security keys, built-in authenticators, and third-party authenticator apps.
  • Register Verification Methods for Multi-Factor Authentication
    When users are obligated to use multi-factor authentication (MFA) to log in, they need to register at least one verification method to authenticate their identity. This registration process links a verification method to the user’s ConvergeHub account. Users have the option to register their verification methods at any time via their profile.
  • Disconnect a User’s Verification Method
    If a user misplaces or substitutes a verification method, or departs from the organization, it is essential to disconnect the method from the user’s ConvergeHub account.
  • Generate a Temporary Identity Verification Code
    To assist users who are unable to access their usual identity verification method for multi-factor authentication (MFA), create a temporary verification code. The code’s lifespan should be set to expire within 1 to 24 hours after its generation, and it can be utilized multiple times until its expiration. This option is accessible for all products constructed on the platform.
  • Expire a Temporary Verification Code
    When a user no longer requires a temporary verification code for multi-factor authentication (MFA), it’s crucial to terminate the code’s validity. This feature is accessible for all products established on the ConvergeHub Platform.
  • Delegate Multi-Factor Authentication Management Tasks
    Grant non-admin ConvergeHubusers the ability to assist with multi-factor authentication (MFA) in your organization. This allows individuals such as your company’s Help Desk staff to create temporary verification codes for users who have lost or forgotten their usual MFA device. To enable this, assign Help Desk staff members the “Manage Multi-Factor Authentication in User Interface” user permission, allowing them to generate codes and aid end-users with other MFA-related tasks.

Is MFA different from 2FA

MFA (multi-factor authentication) and 2FA (two-factor authentication) are similar because both involve using more than one method of verifying a user’s identity during login. However, MFA refers to any authentication method that involves the use of two or more factors, whereas 2FA specifically involves using two factors.

MFA can include 2FA as one of its factors, but it can also include additional factors such as biometric authentication (such as fingerprint or facial recognition), location verification, and behavioral analysis. In contrast, 2FA typically involves a combination of a password or PIN (something the user knows) and a physical token (something the user has), such as a smart card, USB token, or one-time code generated by an app or sent via SMS.

What are the Benefits of Multi-Factor Authentication for ConvergeHub Users?

  • Stronger Security

Multi-factor authentication strengthens security levels to the highest degree. From Dropbox to Google, Multifactor authentication or MFA has been used everywhere to provide an extra layer of security to users. There are instances of breaches in the past and to do away with them, security reinforcement becomes a survival imperative. In the context of a CRM product, where the crucial customer data is stored, it’s obvious that the threat of breaching will always be there. With MFA authentication it is difficult for the attacker to access sensitive data.

  • Less Chance of Identity Theft

Multi-factor authentication not only protects against external threats but also prevents internal theft from occurring through employee negligence or incompetence (think: phishing attacks). Plus, when you combine two forms of identification into one login process—something that most people already do on their smartphones—you create an even stronger barrier against identity theft than one might expect at first glance!

  • Less Chance of Account Takeover

If someone manages to steal an account username and password combination after cracking into your CRM system, they still won’t be able access all its features unless they have access elsewhere within the company’s infrastructure as well—but multi-factor authentication makes this more difficult because only certain individuals will have those keys (for example: administrators).

What are the Cons of Multi-factor Authentication?

While MFA adds an extra security layer to our CRM product, there are several drawbacks of the feature and in no way we can ignore the fact. Here’s what you must be missing in our product with the new MFA feature. 


While adding security is the core function of MFA authentication, it’s also true that it increases complexity.  But the entire process becomes a tad bit complex due to the double layer of authentication. Users, so far used to log in to their accounts using usernames and passwords. But with Multifactor Authentication, users need to authenticate through several steps. It is time-consuming and frustrating, especially if the user is in a hurry or using a mobile device.


For many users MFA causes inconveniences. They have to access their own accounts by completing several authentication phases. This certainly causes inconveniences to the customer support team, especially when they are in hurry. It might add to their frustration.


Implementation of MFA on the products is sometimes expensive. It demands full-fledged hardware support to accomplish the job. It includes tokens or biometric scanners, which can be extremely pricey to purchase and maintain. Other types of MFA authentication forms need specialized costs. For an SMB, the cumulative costs become huge.


Implementing this complex authentication process often causes problems because IT infrastructure does not support its integration with existing applications. While this is quite time-consuming, integration would need high-end tech support, which is not always available to SMBs at the initial stages.

Multi-factor authentication is really important to stay safe online

MFA needs more than a user id and password to let a user access CRM data. From banks to Federal government agencies use MFA as a reliable format to safeguard sensitive data. It works by sending an SMS on the authorized number or authentication code to email so that only authorized users to get access.

Types of MFA Authentication

There are three basic MFA authentication methods, which rely on different types of additional information:

Knowledge-based authentication, which involves things you know, such as a password or PIN or may be answers to security questions.

Possession-based authentication, which involves things you have, such as a badge or smartphone, USB devices, software tokens or certification, 

Inherence-based authentication, which involves things, such as biometric authentication using fingerprints or voice recognition.

Cloud Computing and MFA Authentication

The emergence of Cloud Computing has made Multi-Factor Authentication (MFA) even more critical. With the shift of company systems to the cloud, it is no longer safe to rely on physical network proximity as a security measure. Therefore, additional security measures must be implemented to prevent unauthorized access by bad actors. As users can now access these systems from anywhere and at any time, MFA can serve as an effective way to confirm their identities. By requesting additional authentication factors that are harder for hackers to replicate or crack through brute force methods, MFA can help ensure that only authorized individuals can access the systems.

What Kinds of Security Threats are Preventable by Multi-factor Authentication

As the world becomes increasingly reliant on digital technology, the need for robust security measures has never been more important. There are everyday incidents when cybersecurity breaches lead to crucial data loss. With MFA authentication, this can be prevented.  

Phishing attacks

It’s a new and emerging form of security threat. Mostly the hackers use email and text messages for this and present it in such a way that the entire process looks legitimate. Users often fall prey to this. But with MFA authentication, even if the attacker gets access to the password he can’t break open the account itself. Because the original user will get the notification almost instantly and adopt measures right away.

Password attacks

Password attacks are the most common breaches in the current scenario. Hackers try out all possible combinations in order to crack the security and get access to it. With MFA authentication, the owner will get an immediate notification every time a security breach like a password attack happens and he can take immediate steps to safeguard it.

Insider attacks:

This is the most common form of a security breach with products like CRM or any other business process management software. Insider attacks happen when someone from inside the company with legitimate access performs any malicious action for whatever reason. MFA checks this kind of action on an insider basis and provides multiple security layers at every phase.

The Final Takeaway

Today, when security risks are the biggest threat in every sector, an MFA authentication is obviously the most reliable safeguarding option for any account. Be it a CRM, ERP, or any such business process management tool, MFA is by now the best option to protect them.

 While it stands always true that no security measure is foolproof, MFA or Multifactor authentication is by far the most trusted account-safeguarding version. It not only provides the perfect cybersecurity measures but also makes potential attackers stay away from sensitive data. 

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