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ACP-420 > ACP-420 > Flashcards

ACP-420 Flashcards

1
Q

Reports

What are the 4 default reports in JSM?

A

Workload
Satisfaction
Requests deflected
Requests resolved

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2
Q

What do you need to update when you move a request to another service project?

A

Issue type
Issue status
Custom fields

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3
Q

Which permission do you need to view time tracking info on an issue?

A

Browse Project

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4
Q

Time Tracking Permissions

Make sure that your Jira admin has enabled time tracking and that you have which three Permissions?

A

Work on Issues
Delete Work Logs
Edit Work Logs

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5
Q

Which permission do you need to move a group of issues at the same time?

A

Make bulk changes (global permission)
Move Issue (project permission)

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6
Q

True or False?

People don’t need a Jira Service Management license to approve issues — they just have to be customers of the service project.

A

True

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7
Q

True or False?

In team-managed projects, each request type is associated with an issue type.

A

False

(In company-managed projects, each request type is associated with an issue type.)

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8
Q

Show issues where an SLA is paused

A

paused()

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9
Q

Show issues where an SLA is running

A

running()

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10
Q

Filters out issues whose last SLA cycle has failed to meet its target goal

A

breached()

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11
Q

Show issues where a specific SLA was ever breached.

A

everbreached()

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12
Q

Show issues where a specific SLA is currently in its calendar hours

A

withinCalendarHours()

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13
Q

Search for issues where a specific SLA has either more or less time elapsed than a defined value.

A

elapsed()

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14
Q

Search for issues where a specific SLA has either less time remaining than a defined value.

A

remaining()

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15
Q

Compares the members of the organization or organizations with values in the field you are comparing it with

A

organizationMembers()

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16
Q

True or False?

When you sign up for a Jira Service Management site, a help center for your site gets created automatically.

A

True

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17
Q

True or False?

You can add multiple goals to an SLA and drag and drop them in order of importance. An issue is tracked against the first goal criteria it matches on the list.

A

True

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18
Q

True or False?

Customers can edit fields on requests via the portal

A

False

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19
Q

True or False?

Customers with access to your service project can transition requests in the portal.

A

True

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20
Q

True or False?

Transitioning an issue from the portal ignores validators for the transition.

A

True

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21
Q

Screens are displayed in the customer portal. You can set a resolution for issues that are transitioned in the portal.

A

False

(Screens don’t display in the customer portal)

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22
Q

True or False?

In team-managed projects each request type has its own workflow.

A

True

(In company-managed projects, workflows are independent of request types.

In team-managed projects workflows are independent of request types. Each project has it own request type which can’t be shared.)

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23
Q

Permissions schemes can be shared across team-managed projects

A

False

(In team-managed projects permissions are granted to roles, and can not be shared in a scheme )

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24
Q

True or False?

Customers are managed globally - in team and company-managed projects

A

True

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25
Q

Write JQL

Find issues that were created more than a week ago

A

created <= -1w

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26
Q

Write JQL

Find issues that were created within/since the last week

A

created >= -1w

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27
Q

Write JQL

Find issues where “Time to resolution” is breached or has 2 hours or less remaining

A

“Time to resolution” <= remaining (2h)

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28
Q

Write JQL

Find issues where “Time to first response” is not breached

A

“Time to first response” != breached()

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29
Q

True or False?

When the ‘Allow suggestions’ is Off for a particular request form, KB suggestions are disabled for that form, even if there are labels
listed in ‘Only show articles labeled’.

A

True

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30
Q

Write JQL

Find issues where “Time to first response” has 5 minutes remaining

A

“Time to first response” < remaining(“5m”)

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31
Q

Which report is not included in the gadget Service project report?

Created vs Resolved

Time to resolution

SLA success rate

SLA met vs breached

Support requests

Bug report

Time to first response

A

Time to first response

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32
Q

True or False?

The “Time to resolution” Report includes “Incidents” and “All issues”

A

True

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33
Q

True or False?

You must have a login portal to use widgets.

A

False

(You must have a login-free portal to use widgets.)

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34
Q

True or False?

Automation rules cannot modify project configurations, including permissions, users, groups, roles, etc.

A

True

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35
Q

True or False?

Pause icons in SLAS indicate both paused conditions and
tickets outside their calendar hours

A

True

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36
Q

In order to create or manage SLAs, a user must have….

a) product access to Jira Service Management.
b) Administer Projects project-level permission
c) Administer Jira global permission

A

A, B

(Even if a user has the Administer Jira global permission, they must also have product access to Jira Service Management and Administer Projects permission in order to manage SLAs.)

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37
Q

True or False?

You can’t link more than one confluence space to your Knowledge base

A

False

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38
Q

True or False?

Each request type in a service project is based on an underlying Jira issue type.

A

True

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39
Q

Which two are good request type names for non-technical customers?

a. Request new software
b. Set up Oauth authentication
c. Need a new mobile device
d. I need help
e. Hardware requisition

A

A, C

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40
Q

True or False?

You can not change how Workflow status names are named in the customer portal.

A

False

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41
Q

What can be customized for customers on the portal? (Choose five.)

a. Request types
b. Request type groups
c. Jira issue types
d. Workflow statuses
e. Queues
f. Request form fields
g. Request icons

A

A, B, D, F, G

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42
Q

SLA

Find issues that breached the time to first response goal

A

“Time to first response” = everbreached()

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43
Q

SLA

Find issues that are paused during the time to resolution SLA cycle

A

“Time to resolution” = paused()

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44
Q

SLA

Find issues that will breach their resolution target in the next 2 hours:

A

Time to resolution” < remaining (“2h”)

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45
Q

True or False?

When a Jira administrator creates a service project, a Confluence space is automatically created and linked to your service project for use as a knowledge base.

A

True

46
Q

True or False?

Unlicensed Confluence users (like customers) can like Confluence content

A

False

47
Q

Which two statements are true regarding a service project that links to a Confluence knowledge base?

a. Agents can view, share, and create knowledge base articles directly from an issue.

b. The only way for customers to view knowledge base articles is to grant them a Confluence license or open your Confluence space to anonymous access.

c. You can control whether suggested articles appear for each request type.

A

A, C

48
Q

True or false

Project administrators can brand the help center.

A

False

(Only Jira administrators can brand the help center as this is a global change.)

49
Q

True or false

By default, when a new service project is created, service project agents are given the permission to add announcements to the portal.

A

False

50
Q

What can’t Jira Software Users do in Jira Service Management requests?

A. They cannot leave an external comment viewable by a customer nor log work on a service project issue
B. They cannot transition a service project issue or be assigned to a service project issue.
C. They can not add and delete their own internal comments and attachments.
D. They can not watch and vote for issues.
E. They cannot see reports, and the customers list.

A

A, B, E

51
Q

Which three automatic actions are specific to Jira Service Management?

A. Add service project customer
B. Transition issue
C. Send E-Mail
D. Approve/Decline request
E. Create service request

A

A, D, E

52
Q

SLA

Find issues that have breached and less than 5 Minutes remaining

A

remaining < (“5m”)

53
Q

True or False?

Bitbucket is an alerting and on-call management response tool.

A

False

(Opsgenie is an alerting and on-call management response tool. Bitbucket Pipelines can be set up for deployment tracking.)

54
Q

Write JQL

If you want to find issues that will breach their resolution target within the next two hours

A

“Time to resolution” < remaining (“2h”)

55
Q

Write JQL

If you want to find requests that have been waiting for a first response for less than 10 min, use the following query:

A

“Time to first response” < elapsed(“10m”)

56
Q

Write JQL

If you want to find all the issues that are paused while completing a time to resolution SLA cycle

A

“Time to resolution” = paused()

57
Q

Write JQL

If you wanted to find all the issues in your project that have successfully completed your first-response goals.

A

“Time to first response” != everBreached()

58
Q

True or false

You want to restrict who can view Confluence spaces from your KB but you don’t see the option of Only Confluence users or All logged-in users.

This may be because the space admin has made the space publicly accessible in Confluence.

A

True

59
Q

Customers can turn notifications on or off from the request view in the portal.

Even if a customer turns off notifications for a request, they will still receive notifications:

A When the request is resolved
B If they are added to the Approver field and their approval is required
C A comment was added to their request
D Are added as a watcher on a request
E Are added to the Assignee field on a request

A

A, B

(D & E are internal notifications that are only send to agents and admins)

60
Q

True or false

If you add multiple conditions, the SLA measures the time when an issue meets either of the conditions.

A

True

61
Q

Who can delete organizations from the Jira instance?

A

Only Jira admins

62
Q

In your service project, you want to allow or prevent deployments at specific points in the change management process. Which product has deployment tracking?

A

Bitbucket Pipelines

63
Q

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

To be applied to the content of the project for the customer, the language must be made actively “visible to customers”

64
Q

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 screenshots
-the knowledge base allows anyone to view articles

Identify the necessary change to enable the use of the widget.

A

The portal must be login-free to use widgets

65
Q

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

Time to approve (Avg.) - reason - The default “Time to resolution” report is based on the series “ Time to resolution (Avg.). There are 2 series defined, one for all tickets and one just for incidents. The filter by for the second one is “Ticket category” = incidents. To create the new report, you would use two “Time to approve (Avg.)” series, one for all tickets and one just for incidents.

66
Q

Sam sees three knowledge base articles related to one of his assigned tickets.

However, the “share as comment” option is disabled for one of them.

What is the root cause?

A

Restricted pages cannot be shared in customer comments; they are visible to agents though just not customers

67
Q

How do knowledge bases work?

A

You can connect a singe project to multiple spaces and multiple projects to a single space. And you can link within the same site or across multiple sites as long as the relevant application links exists between them. We knew (from the problem) that an application link exists between site acme and site boxx because there was already a connection, so we can definitely connect a different project/space since the site already has that application link

68
Q

Up to now, your service projects were used by internal employees only. Everyone, including both agents and internal customers, received only standard Jira notifications when issue events occurred.

Now, external customers will begin using the projects. You want them to receive only Jira Service Management notifications and only when their requests are resolved.

Identify the two configurations that must be changed to met the requirement? (Two)

A

Project customer notifications - each toggle under project settings > customer notifications must be disabled except for the Request resolved customer notifications.

Global Jira service Management configuration - setting called “Should customers receive Jira notifications?” must have been set to Yes, send customers both JSM and Jira notifications, but it needs to be changed to No, only send JSM notifications to customers (recommended).

69
Q

Valerie is working in a project created from the ITSM project template.

She created an incident using an issue type, rather than a request type.

Predict two effects of her decision (two)

A
  1. The incident will not be shown in the default “open incidents” queue”
  2. The incident cannot be upgraded to a major incident

Why: the category-related features depend on the underlying request type/queues which are defined by their ticket category. If a request is created with no matching request type, it will not be categorized.

70
Q

Has the number of in progress issues per agent

A

Workload Report

71
Q

Shows the average rating and number of user reviews per the past 7 days, 48 hours, 14 days, etc

A

Satisfaction Report

72
Q

Shows the number of requests deflected in the portal and the number of article views from the portal along with a line chart depicting these numbers by date

A

Requests Deflected Report

73
Q

Shows number of requests resolved with an article, requests resolved without an article, and requests deflect in the portal along with a line chart depicting these numbers by date

A

Requests Resolved Report

74
Q

Shows number of created and the number of resolved tickets over a set period of time and has a line chart depicting these numbers by date

A

Created vs Resolved Report

75
Q

Number of minutes to resolve for all issues and all incidents and has a line chart depicting these numbers by date

A

Time to Resolution Report

76
Q

Number of tickets with SLAs met and number of tickets with SLAs breached and has a line chart depicting this by date

A

SLA Met vs Breached Report

77
Q

The number of highest, high, medium, low, and lowest priority incidents and has a line chart depicting this by date

A

Incidents by Priority Report

78
Q

SLA Time to first response percentage and time to resolution percentage of tickets that are successful to meeting this SLA and has a line chart depicting this by date

A

SLA success rate report

79
Q

Number of all service requests, onboard new employees, get IT help, and request a new account and has a line chart depicting each one by date

A

Service Requests Report

80
Q

Number of problem tickets in highest, high, medium, low, and lowest priority and has a line chart depicting each series by date

A

Problems by Priority

81
Q

Number of all changes, standard, normal, and emergency changes and has a line chart depicting each series by date

A

Change by Type

82
Q

running() JQL function returns what kinds of issues

A

Issues that have an SLA that is running both within and outside of calendar hours

83
Q

paused() JQL function returns what kinds of issues

A

Only issues in the paused condition

84
Q

What does the pause icon mean?

A

It appears on tickets in a pause condition and issues outside their calendar hours

85
Q

When are calendar hours not applicable?

A

When paused and when Done/Complete

86
Q

What is special about the elapsed() and remaining() JQL functions?

A
  1. they do not return completed tickets (a stop condition has been met - could be a breached or met status)
  2. requires parameters such as the number of hours or minutes (so it needs a > or <)
87
Q

JQL function to find members of an organization

A

organizationMembers()

example: reporter IN organizationMembers(“ACME”)

88
Q

What is special about the breached() or everBreached()

A

They can include Completed tickets

89
Q

Two customer permissions in JSM project settings and what they mean

A

Service Project Access: either anyone allowed on the customer access settings or customers added to this service project only by agents and admins (more restrictive)

Customer Sharing: c can search for other c, c can search for other c or manually type in email address, or c can search for other c within their project or organizations (only)

90
Q

Is it possible for agents to add announcements to the help center?

A

By default it is not, but in JSM global config settings if Yes, agents can add announcements to the help center is selected, they can. (opposite is that only Jira admins can add announcements to the help center)

91
Q

Agents can add and remove organizations from projects and add and remove customers from organizations?

A

Only if it is enabled (which I think it is by default), but only Jira admins can DELETE organizations

92
Q

How do customer notifications work?

A

Customer notifications in project settings:
- Different events configuration
Global settings:
- It asks if customers should receive Jira notifications (yes or no)
- Yes would be both JSM and Jira notifications
- No would be only JSM notifications for customers (which is recommended)

93
Q

Explain Customer Access global settings

A

Account Types: External, Internal
How they’re created: Allow or don’t allow customers to create accounts
Additonal: Access and Send request on the Portal without logging in

94
Q

Portal setting options

A

Portal URL
Name of the portal
Introduction text
Logo
Announcement permissions (only service project admin or agents can add announcements to the portal)
Portal groups are on the second tab

95
Q

Steps to embed a widget

A
  • Set up an open portal (no logging in required)
  • Allow anyone to view knowledge base articles
  • Embed a widget onto a web page
96
Q

Designed for IT teams, DevOps, or any team looking for a powerful service management solution with incident and change management capabilities. This template handles service requests, resolves incidents, approves changes, and fixes problems using ITSM best practices.

A

IT service management project template

97
Q

Best suited for teams looking for a central place to efficiently collect, prioritize, and manage support requests. This template makes it easy for employees to submit requests, and for your team to respond to them using workflows that support their processes

A

General service management template

98
Q

Best suited for teams needing a branded support experience for external customers, this template is designed to deliver great service experiences by helping your external customers or business partners quickly get the help they need.

A

Customer service management template

99
Q

Designed for HR teams needing a central place to manage staff and their requests, this template provides full visibility of payroll, onboarding, change requests, general inquiries, and other HR services.

A

HR service management template

100
Q

Best suited for facilities teams needing an easier way to track work and manage employee requests, this template manages requests for maintenance, moving, and event planning.

A

Facilities service management template

101
Q

Designed for legal teams looking for a clear and central way to track and manage their work, this template creates, tracks, and manages your contracts through the review cycle to resolution.

A

Legal service management template

102
Q

Designed for finance teams, this template provides a central place to field queries, and manage budget, spend, and other finance requests, while helping employees find answers to common questions.

A

Finance service management template

103
Q

Best suited for marketing teams needing a central place to manage, track, and report on all kinds of marketing requests, this template helps to collect the information needed to get the job done and stay on top of progress.

A

Marketing service management template

104
Q

Designed for analytics and data teams that want to capture, triage, and manage requests in one location and help employees access the data and insights they need.

A

Analytics service management template

105
Q

What fields can be added to the request type and given a preset value, but you cannot make them visible on the portal?

A

Assignee, linked issues, any fields that are defined by other Jira products, group, project, and version picker custom fields

106
Q

What types of fields can’t be added to a request type?

A

Issue type, log work, reporter, security level, time tracking

107
Q

Customer Access Settings

Customer access: Allow customers to create accounts
Channel access: Open

A

Anonymous public access to your help center and the portal

108
Q

Customer access settings

Customer access: Allow customers to create accounts
Channel access: Restricted

A

Set up public access to help centers with invite-only acess to a portal

109
Q

Customer access settings: Restricted access to your help center and the portal

A

If your site admin has selected the following customer access setting:
—Don’t allow customers to create their own accounts

then in the project customer permissions, the project admin can allow all existing customers (with accounts on your site) to send requests via email or the portal:
—Anyone allowed on the customer access settings

Only the existing customers on your site will be able to log in to the portal and send email requests.

110
Q

Customer access permissions

Customer access: Don’t allow customers to create their own accounts.
Channel access: Open

A

Restrict access to help centers and portals on your site

111
Q

What pages do the help center portal have?

A

It displays all relevant articles, regardless of labels, of all connected knowledge bases of all of the portals (where permissions allow)

ACP-420 (1 decks)

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