CIS-CSM Knowledge Management Practice Question
An implementation specialist is configuring knowledge management for a CSM portal. Which TWO methods can be used to restrict access to a knowledge base so that only specific customer accounts can view its content? (Choose two.)
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
✓
Using User Criteria with script support to evaluate account or entitlement matches
Knowledge bases are secured using User Criteria (Can Read / Cannot Read) and sometimes company-specific attributes or script criteria.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Assigning roles directly to customer contacts on the kb_knowledge form
Why it's wrong here
Roles are not assigned directly on knowledge articles to control access; User Criteria is used.
- ✓
Using User Criteria with script support to evaluate account or entitlement matches
Why this is correct
Scripted User Criteria can evaluate complex customer account memberships or entitlements for access.
- ✓
Applying User Criteria (Can Read related list) directly to the Knowledge Base record
Why this is correct
User Criteria is the primary mechanism in ServiceNow to restrict read access to knowledge bases.
- ✗
Modifying Access Control Lists (ACLs) on the kb_knowledge table for each account
Why it's wrong here
Best practice avoids modifying baseline table ACLs when User Criteria is available for knowledge security.
- ✗
Configuring Contextual Search Security Rules
Why it's wrong here
Contextual search rules control search suggestions, not direct knowledge base read security.
About these practice questions
One of 330 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.