ACP-420 exam

How are issue types linked to request types in a Jira Service Management project?A . Issue types can be directly mapped to multiple request typesB . Each request type can only have one specific issue typeC . Request types can be linked to any issue type at any timeD ....

How is the default language set for the Customer Portal?A . It matches the default language of the main Jira instanceB . Each customer can set their own default languageC . Set in the project’s language settingsD . The default language is always EnglishView AnswerAnswer: C

What is a key difference between internal and external comments?A . Internal comments can be seen by all usersB . External comments are visible only to project adminsC . Internal comments are only visible to team members within your organizationD . There is no differenceView AnswerAnswer: C

Your site and service project are set to English as the default language, but you are beginning to add Polish translations. Which statement is true about the Polish translations?A . Polish translations will be visible to logged-in Polish customers automatically.B . Polish translations must be set as 'visible to customers'...

What should be done if a customer reports not receiving notifications?A . Check if the customer's email is correctly listed in their profileB . Verify that the issue they are associated with is still activeC . Ensure that the notification scheme includes the customer for the relevant eventsD . All...

What role can an external user have in Jira Service Management?A . AgentB . Jira AdminC . ReporterD . Project AdminView AnswerAnswer: C

Why would you add an article to multiple categories in a knowledge base?A . To confuse the readerB . To increase the article's visibilityC . To meet the system's minimum requirementsD . To use up extra storageView AnswerAnswer: B

You need to configure the 'Time to assign' SLA with the following requirements: - Severity 1 issues should be assigned within 4 hours on a 24/7 calendar. - Severity 2 issues should be assigned within 4 hours during business hours. - Regardless of Severity, issues with a Standard Support Level...

What is the main functionality provided by integrating Jira Service Management with Halp?A . Automated SLA trackingB . Creating tickets from Slack conversationsC . Managing project resourcesD . Real-time customer feedback analysisView AnswerAnswer: B

What role can an external user have in Jira Service Management?A . AgentB . Jira AdminC . ReporterD . Project AdminView AnswerAnswer: C