CIS-CSM Knowledge Management Practice Question
A CSM knowledge manager wants to report on how many cases were deflected (i.e., resolved without creating a case) due to users viewing knowledge articles on the Customer Service Portal. Which feature enables this metric?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Customer Service Deflection Tracking / Search Analytics feedback
Knowledge feedback and search analytics track deflection metrics when users indicate an article resolved their issue without case creation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
sn_customerservice_deflection table monitoring
Why it's wrong here
Deflection analytics are stored within search and portal interaction logs rather than a dedicated table of this exact name.
- ✓
Customer Service Deflection Tracking / Search Analytics feedback
Why this is correct
Contextual Search and portal search logging track whether users viewed articles and abandoned case creation, providing deflection metrics.
- ✗
Automatic Case Deflection Business Rule
Why it's wrong here
Deflection is calculated through search telemetry and feedback, not a generic rule of this name.
- ✗
Knowledge Base ROI Calculator Plugin
Why it's wrong here
This plugin name is incorrect.
Visual reference
About these practice questions
Courseiva writes every CIS-CSM question from scratch — 330 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-CSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-CSM exam.