CIS-CSM Knowledge Management Practice Question
An implementation specialist is setting up Knowledge Management feedback tasks. When a customer flags a knowledge article as 'Not Helpful' on the Customer Service Portal, what record is automatically generated by default?
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
✓
A Knowledge Feedback Task record
Feedback submissions generate feedback task records for knowledge managers to review and action.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
An Incident record for application troubleshooting
Why it's wrong here
Incidents are used for IT service disruptions, not knowledge feedback.
- ✓
A Knowledge Feedback Task record
Why this is correct
Negative feedback generates a kb_feedback_task record assigned to the knowledge base owner or manager.
- ✗
A Quality Assurance task on the sn_customerservice_qa table
Why it's wrong here
QA tables are not used for standard portal knowledge feedback.
- ✗
A CSM Case record assigned to the Knowledge team
Why it's wrong here
Portal feedback creates knowledge feedback tasks, not CSM cases.
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.