CIS-CSM Knowledge Management Practice Question
An implementation specialist is configuring feedback task routing for a CSM knowledge base. Which THREE factors determine who receives a knowledge feedback task when negative feedback is submitted? (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
✓
The author of the specific knowledge article
Feedback tasks route based on knowledge base ownership, manager configuration, or assignment rules.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
The author of the specific knowledge article
Why this is correct
Feedback tasks can be routed to the article author depending on configuration.
- ✓
The Knowledge Base owner or manager specified on the Knowledge Base record
Why this is correct
Knowledge base ownership dictates default feedback task assignment.
- ✓
Configured feedback assignment rules or properties
Why this is correct
Assignment properties and rules route feedback tasks to specific groups or users.
- ✗
The primary customer contact associated with the portal session
Why it's wrong here
Customers submit feedback; they do not receive internal feedback tasks.
- ✗
The ServiceNow system administrator user record exclusively
Why it's wrong here
Feedback tasks are not hardcoded solely to system administrators.
About these practice questions
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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.