CIS-CSM Case Management Practice Question
Which THREE of the following are considered 'Work Channels' in CSM?
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
✓
Phone
Chat, Email, and Phone are traditional service channels.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Phone
Why this is correct
Traditional support channel.
- ✓
Chat
Why this is correct
Modern real-time support channel.
- ✓
Email
Why this is correct
Common inbound channel.
- ✗
Script logs
Why it's wrong here
Technical logs, not a channel.
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Knowledge base
Why it's wrong here
Content repository, not a channel.
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.