CIS-CSM Communities Practice Question
A customer service director wants to evaluate the effectiveness of the peer-to-peer community in deflecting incoming cases and engaging users. Which THREE metrics or reports are typically reviewed for community performance in CSM? (Choose three.)
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
✓
Average response time and resolution rate for unanswered questions
Community analytics track engagement, case deflection success, and active user participation through reporting dashboards.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Hardware asset depreciation schedules linked to community users
Why it's wrong here
Asset depreciation belongs to Asset Management, not community performance metrics.
- ✓
Average response time and resolution rate for unanswered questions
Why this is correct
Peer support effectiveness depends on questions getting answered timely.
- ✗
Network bandwidth utilization of the Service Portal node
Why it's wrong here
Infrastructure performance metrics do not measure business-level community engagement or deflection.
- ✓
Number of cases deflected via community search
Why this is correct
Tracking case deflection helps quantify the ROI and effectiveness of community self-service content.
- ✓
Active community users and engagement trends over time
Why this is correct
User participation metrics measure community health and adoption.
About these practice questions
This CIS-CSM question is part of Courseiva's 328-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam 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.