Which password policy element is most associated with reducing helpdesk resets?

• A. Account lockout duration
• B. Multi-factor authentication
• C. Password history
• D. Self-Service Password Reset (SSPR)

Answer: (D)

The main idea here is that allowing users to regain access on their own lowers the need for helpdesk intervention. Self-Service Password Reset (SSPR) provides a secure, user-initiated path to verify identity and change a forgotten or expired password through an automated portal. Because users can complete the reset themselves, there are fewer calls to the helpdesk, shorter wait times, and less workload for support staff during password-recovery events. Typical verification methods—like email or SMS codes, security questions, or authenticator apps—help confirm the user’s identity without manual help.

Other options don’t target this workflow as directly. Lockout duration changes how long an account is blocked after failed attempts and doesn’t offer a self-serve reset path, so it can even complicate access. Multi-factor authentication strengthens security but isn’t about reducing password-reset requests. Password history prevents reuse of recent passwords, which is a security control, not a user-driven reset process.