CIS-CSM Knowledge Management Practice Question
An administrator needs to restrict a specific Knowledge Base so that only external contacts belonging to a specific Account can view its articles. Which configuration must be implemented to achieve this requirement?
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
✓
Apply User Criteria to the Knowledge Base referencing the specific Account
User criteria can be applied to knowledge bases. By leveraging user criteria combined with account relationships or scripting within user criteria, or utilizing targeted user criteria matching, access can be restricted appropriately. In CSM, user criteria can be defined based on company or account.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Apply User Criteria to the Knowledge Base referencing the specific Account
Why this is correct
Knowledge Bases use User Criteria to restrict read and write access. User criteria can be configured to evaluate user accounts or company attributes.
- ✗
Modify the Contextual Search Table configuration for sn_customerservice_case
Why it's wrong here
Contextual search controls what appears during searches, not foundational access rights to the knowledge base.
- ✗
Set the Knowledge Base visibility to 'Public' and use Access Control Lists (ACLs) on the kb_knowledge table
Why it's wrong here
ServiceNow recommends using User Criteria rather than modifying ACLs on the kb_knowledge table for managing knowledge base visibility.
- ✗
Enable domain separation and assign the knowledge base to a child domain
Why it's wrong here
Domain separation isolates data by domain, but User Criteria is the standard feature for account-level knowledge base segmentation in CSM.
About these practice questions
This CIS-CSM question is part of Courseiva's 330-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.