Practice Free ACP-420 Exam Online Questions
Your service project is linked to a knowledge base.
You need to restrict article suggestions for the Software request form.
What should you do to meet this requirement?
- A . Add appropriate page view restrictions to Software-related articles in the Knowledge Base space.
- B . Set “Allow suggestions” to “On” for the Software request form only.
- C . Label all articles not related to Software and turn off “Allow suggestions” for Software.
- D . Set “Allow suggestions” to “On” for all request forms except Software.
Adam is currently only a collaborator in all service projects but needs to start seeing SLAs.
What must definitely be granted to Adam?
- A . Administrators project role
- B . Service Desk Team project role
- C . Jira Service Management product access
- D . project permission
- E . global permissions
Your project has four automation rules configured.
One of them delivers the most value in terms of improving customer experience, because tickets are more likely to be resolved on time.
Identify that rule.
- A . Send notifications that tickets are about to breach their SLA.
- B . Reopen resolved tickets when a customer comments.
- C . Automatically link tickets created by the same customer.
- D . Automatically close tickets five days after resolution.
You configured a queue using the following JQL:
“Time to resolution” < remaining(“1h”)
Which statement is definitely true?
- A . The SLA time target was more than 1 hour.
- B . The queue excludes breached tickets.
- C . The elapsed time was less than 1 hour.
- D . The queue may include breached tickets.
You configured a queue using the following JQL:
“Time to resolution” < remaining(“1h”)
Which statement is definitely true?
- A . The SLA time target was more than 1 hour.
- B . The queue excludes breached tickets.
- C . The elapsed time was less than 1 hour.
- D . The queue may include breached tickets.
You must enable customers to edit fields on their approval requests after submitting the ticket.
What must you configure?
- A . customer sharing configuration
- B . approval workflow
- C . field parameters in the request form
- D . attached form settings
Request types in your project are associated with several different departments.
Each request type always corresponds to the same department, and you want to organize your queues accordingly.
Which configuration step is necessary for your queues to show the right requests?
- A . Save a filter.
- B . Use portal groups.
- C . Enable ITSM categories.
- D . Set a hidden field.
Currently, anyone can submit incidents using the link “Report a system problem” on the ITHELP customer portal.
Now, you want security-related incidents to be submitted and worked on only by a few individuals of your service team, using a special link “Report security issue” on the same customer portal.
How must this be configured?
- A . Refine project roles in customer permissions.
- B . Create a new request type and set issue-level security.
- C . Create a new service project and with limited customers and agents.
- D . Create a new request type and set restrictions.
The requirements for an SLA were:
4-hour goal for Problem issue types on a 24/7 calendar
4-hour goal for any issue type with the priority Highest during business hours
40-hour goal for all other issues during business hours
The SLA was configured as shown:
Which statement is true?
- A . Problem issue types with a priority of Highest will use the Business Hours 9-5 calendar.
- B . Some SLAs may never breach despite remaining unresolved.
- C . Problem issue types with a priority of Highest will likely be resolved too late.
- D . The order of the goals does not meet the requirements.
You are a project admin for a service project and need to configure a new request type.
Which task may require assistance from a Jira admin?
- A . Add a custom field to the request type.
- B . Set the image icon for the request type.
- C . Modify the request type order in the portal.
- D . Rename customer-facing statuses.