CIS-CSM Communities Practice Question
Which TWO metrics are typically tracked to measure the success and health of a customer service community? (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
✓
Case deflection rate attributed to community search and content
Community health is evaluated using metrics such as case deflection rates, active contributor counts, and accepted answer ratios.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Physical server CPU utilization percentages
Why it's wrong here
Incorrect. CPU utilization is an infrastructure metric, not a community health metric.
- ✗
Average hardware repair time in the warehouse
Why it's wrong here
Incorrect. Warehouse repair times apply to field service operations, not communities.
- ✓
Case deflection rate attributed to community search and content
Why this is correct
Correct. Deflection rate measures how effectively the community prevents new cases.
- ✓
Ratio of questions with accepted answers and active contributors
Why this is correct
Correct. Active contributors and accepted answer ratios indicate engagement and resolution health.
- ✗
Number of failed login attempts due to expired LDAP passwords
Why it's wrong here
Incorrect. LDAP password failures relate to user authentication maintenance.
About these practice questions
Courseiva writes every CIS-CSM question from scratch — 330 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. 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.