ACP-420 exam

You were asked to build a queue for tickets that meet the following criteria: - created within the last week - 'Time to resolution' SLA is breached or has 4 hours remaining or less Select the correct JQL query.A . created >= -1w AND "Time to resolution" = remaining("4h")B ....

How is time logged on an issue in Jira?A . Automatically when the issue is createdB . Manually, by entering the time spent on the issue details pageC . By emailing the project managerD . Time cannot be logged in JiraView AnswerAnswer: B

What is a critical consideration when configuring dashboards for team use in JSM?A . Ensuring all team members have edit rightsB . Customizing the dashboard for each team memberC . Selecting gadgets that provide real-time dataD . Including only default gadgetsView AnswerAnswer: C

What is the significance of setting a project lead in Jira?A . They have global admin rightsB . They are the default assignee for unassigned issuesC . They handle all external user queriesD . They manage the project budgetView AnswerAnswer: B

Keywords are important because they help _______ articles in searches.A . ignoreB . findC . blockD . highlightView AnswerAnswer: B

A company-managed service project has the two request types shown. Inge runs a bulk edit operation to change some issues from one request type to the other. When she views them on the customer portal, she discovers that their status changed. Why did this happen?A . The request types have...

You must embed a widget that allows your customers to raise requests and view knowledge base articles. Your service project has the following configurations: - Only logged-in users can raise a request. - The request has a single select field to pick a product. - Customers are able to attach...

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

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 ....

How can agents efficiently use the feature to share articles as comments with customers?A . By copying and pasting the URLB . By using the 'Share as comment' featureC . By emailing the link separatelyD . By asking customers to search the help centerView AnswerAnswer: B