Prepare Your Users for MFA
Most people these days are familiar with some form of multi-factor authentication (MFA). But don’t assume your users are going to intuitively appreciate the value of MFA, or feel comfortable completing MFA registration when they log in, without some advance awareness and preparation. Whether you’re launching a new production org where MFA is on by default, turning on MFA in an org that didn’t previously use it, or adding MFA to your single sign-on (SSO) process, ensure your users are trained for MFA ahead of time. A simple change management plan goes a long way in delivering a smooth onboarding experience.
Required Editions
| Available in: both Salesforce Classic and Lightning Experience |
| Available in: all editions |
We recommend a change management strategy that uses some or all of these activities.
Engage Users with Communication
Promote MFA awareness by communicating with your Salesforce users before they have to log in with it, and use multiple channels so you’re sure to reach everyone. Explain what MFA is, what users must do to be ready for it, and where they can find instructions and support. Address why your users should care by reinforcing the idea that MFA is an important safeguard for their accounts, their data, and their customers’ well-being. Sharing these types of details ahead of time can head off user resistance.
Here are a few ideas for engaging your users.
| Communication Forum | Create a central place, such as a Slack channel or Chatter group, for announcements, questions and answers, and peer collaboration. |
| Email Campaign | Build awareness by sending emails that let users know MFA is required for Salesforce and that provide “how-to” guidance so they’re prepared to register for, and log in with, MFA. |
Train Users on MFA Fundamentals
When a user logs in for the first time after MFA is turned on, in-app prompts guide them through the steps to register and use a verification method. But don’t rely on this experience alone. Providing some formal training on MFA fundamentals gives users confidence on what they’re supposed to do, when they must do it, and how they can get help if they get stuck.
There are several training approaches you can take.
| On-Demand Training | Create resources, such as a video, that users can access on their own time. If you’re deploying Salesforce Authenticator as a verification method, consider sharing this video tutorial from Salesforce. |
| In-Person Training | Set up real-time training opportunities, like webinars or lunch-and-learn sessions. |
Cover these details in your training materials.
- What MFA is and why it’s important for your company and your customers.
- The verification methods that you’re supporting, and the steps for users to register them.
- How to log in using each of the verification methods that you’re supporting.
- How long a user’s session stays active after they log in, and how to reauthenticate if their session expires.
- Where to get help if users have problems registering a method, logging in, or if they forget or lose their verification method.
Distribute Onboarding Materials
Training is important, but busy people probably won’t remember everything they learned. Help your users help themselves by creating simple resources that explain and expand on the in-app registration prompts. Onboarding materials can help people get up and running on their own (and reduce calls to your support team).
Consider creating a quick start web page or a laminated cheat sheet that you can distribute to users before they have to log in with MFA. Focus on the step-by-step instructions for acquiring, registering, and logging in with the verification methods that are available in your implementation. Explain how users can get help if they’re stuck or confused.
Support Users When MFA Goes Into Effect
Prepare your support team to help users when MFA is in effect. Develop processes and documentation to quickly resolve problems that people can encounter as they start using MFA. For example:
- Deflect tickets or support team calls by creating self-help materials with troubleshooting information for the most common issues that users encounter when new to MFA.
- Hold office hours for a week or so after MFA is turned on. Make sure the people who staff these sessions are trained and can access your MFA troubleshooting documentation.
- Establish an SOS process for execs and business users who need priority help if they run into access problems.
