CIS-CSM Knowledge Management Practice Question
An agent resolves a case and wants to ensure the attached knowledge article is highlighted as the primary solution. What action records this relationship in ServiceNow?
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
✓
Checking the 'Primary Solution' checkbox on the article attachment record
Attaching the article creates the necessary system association for reporting.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Checking the 'Primary Solution' checkbox on the article attachment record
Why this is correct
The article attachment interface on cases allows marking an article as the primary solution for analytics and reporting.
- ✗
Changing the article state to 'Solution'
Why it's wrong here
Article states are draft, review, published, retired; 'Solution' is not an article state.
- ✗
Moving the article to the 'Solutions' category
Why it's wrong here
Categories are for portal navigation, not case resolution tracking.
- ✗
Sending an email to the Knowledge Manager
Why it's wrong here
This is a manual notification, not a system tracking action.
Visual reference
About these practice questions
One of 328 original CIS-CSM practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.