Practice Free ACP-420 Exam Online Questions
Your project was created from the ITSM template.
You viewed the default report “Incidents by priority” in that project and want to create an identical report, except that it should show the Urgency field instead of Priority.
What report series must be used in the new report?
- A . Time to resolution – Breached
- B . Created
- C . Resolved
- D . Time to first response – % Met
- E . Time to resolution – Met
You are unable to save a widget.
Identify a possible reason.
- A . Knowledge base view settings or customer portal access are restricted.
- B . A widget background pattern or button type is not selected.
- C . Search is disabled for all request types and the Virtual Service Agent is disabled.
- D . Default request type and a default request form are not selected.
You are configuring a new request type.
You want it to use the same workflow transitions as an existing request type.
What must be configured the same for both of them?
- A . portal groups
- B . status names shown to customers
- C . issue type
- D . request type template
A customer called an agent because they were locked out of their device and couldn’t submit a ticket.
The agent raised the request but needs to ensure that:
The customer can view the request in the portal.
The project maintains accurate reporting of issues raised by each customer.
What field should the agent add the customer to?
- A . Reporter
- B . Request participants
- C . Assignee
- D . Stakeholder
Language support has just been configured in your project.
Oscar confirms that request types show in Spanish, but the portal announcement is still in English.
Which statement explains the situation?
- A . The portal announcement has not been translated yet.
- B . Spanish has not been set to be the project default language.
- C . Oscar has not set his profile language to Spanish.
- D . Spanish translations are not yet available to customers.
- E . Spanish has not been added as a preferred language.
Your company owns the following software with support levels shown below.
You want to create queues to help agents prioritize support levels for clients.
Which JQL meets the requirement for one of the queues?
- A . entitlement in entitlement Detail (“Support Level”, “Standard”)
- B . organizations in organization Detail (“Software”, “Support Level”)
- C . entitlement in entitlement Product (“Ledgerpro”)
- D . “Affected services” in (“Premium”)
Dave needs to add internal comments to tickets in a project that was created from a template without further configuration changes.
Dave only has Jira product access and should not be assigned more privileges or access than necessary.
What role must be granted to Dave?
- A . Service Desk Team
- B . Stakeholder
- C . User (agent)
- D . Service Desk Customers
Your team typically reviews and works on tickets based on the request type.
However, some team members need to view ticket queues organized by the assignee.
What must be configured to meet these requirements?
- A . channels
- B . priority groups
- C . portal groups
- D . services
One of the following is not an appropriate use case for asset management in a service project.
Identify it.
- A . Providing accurate data for financial reporting on valuation and depreciation.
- B . Tracking physical assets like equipment, machinery, and inventory levels.
- C . Implementing proactive maintenance schedules to reduce equipment failure and downtime.
- D . Tracking personal items that have no significant value or relevance to the organization.
A particular request type uses a workflow with a configured approval step.
Once approved, tickets using that workflow should transition to “Waiting for Support”.
You approved a ticket, but it was not transitioned as expected.
Identify a possible reason.
- A . You are not an agent in the project.
- B . More than one approval is required.
- C . “Approval required” notification is disabled.
- D . You do not have the required project role.