Practice Free ACP-420 Exam Online Questions
A portion of the permission scheme used by project HELP is shown:
Mike viewed and commented on issue HELP-5, but complained that he cannot see the SLA information. Others can.
What does Mike definitely need?
- A . Project Role (Administrators)
- B . Project Role (Users)
- C . Project Role (Service Desk Team)
- D . Project Role (Managers)
- E . Jira Service Management product access
How can a user change their keyboard shortcuts in Jira?
- A . From the ‘Personal Settings’ menu under their profile
- B . Keyboard shortcuts cannot be changed
- C . By emailing IT support
- D . Using the shortcut configuration tool on the dashboard
Which method is NOT commonly used to organize knowledge base content?
- A . Using multiple categories
- B . Assigning random tags
- C . Structuring content into hierarchies
- D . Featuring important articles
Which global setting allows customers to access the service desk without logging in?
- A . Customer permissions
- B . Global permissions
- C . Permission scheme
- D . Anonymous access
Which two actions should an automation rule include to effectively warn about breaching SLAs?
- A . Send an email to the customer
- B . Notify the project manager
- C . Create a follow-up issue
- D . Post a comment in the issue
- E . Send an email to the assigned agent
What is the main goal of ticket deflection in the context of a knowledge base?
- A . To reduce the number of tickets by providing self-help resources
- B . To deflect blame for issues
- C . To route tickets to external agents
- D . To increase ticket response times
You reviewed the default report ‘Time to resolution’ in your service project. You want to create an identical report except that it should show the custom SLA ‘Time to approve’ that exists in your project.
What report series do you have to use?
- A . Created
- B . Resolved
- C . Time to approve – Breached
- D . Time to approve – Met
- E . Time to approve – % Met
- F . Time to approve (Avg.)