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Suppose the user is an impostor, what form of fraudulent activity is she using to obtain access to the system while working on the help desk, you receive a phone call from a user who frantically tells you she can’t log in to her account as she has forgotten her password?

A social engineering

Social engineering is the practice of attempting to acquire access to a company's network or facility by influencing employees inside the business. Finding out information about workers by checking up their names, pets' names, and particular hobbies, and then utilizing that knowledge to guess passwords is one example of this.