A service desk manager wants to create a dashboard that shows the SLA performance for the last 30 days, including the number of issues that met the SLA, the number that breached, and the average time to resolution. The manager wants this to be a single, comprehensive view. What is the best approach?

Export the data to a spreadsheet and create a custom chart.

Create a dashboard with multiple gadgets: 'SLA Breach' report, 'SLA Progress' report, and a 'Two Dimensional Filter Statistics' gadget.

Create a single 'SLA Performance' gadget that shows all of this information.

Use the 'SLA Breach' report gadget and configure it to show average time to resolution.

A service desk agent is working on an issue and sees that the SLA field shows 'Breached' in red. The agent believes the SLA should not have breached because the issue was waiting on the customer for 3 days. What should the agent do first to understand why the SLA breached?

Check the SLA's pause condition to see if it was configured to pause when waiting on the customer.

Create a new SLA definition that includes a pause condition.

Change the SLA's time metric to exclude the waiting time.

Manually edit the SLA field to show 'In progress'.

A company has two SLA definitions: 'SLA 1' applies to 'Incident' issues and 'SLA 2' applies to 'Service Request' issues. Both are applied to the same project. An issue of type 'Incident' is created. Which SLA will be applied to this issue?

No SLA will be applied because the issue type does not match either SLA.

Only SLA 1 will be applied because it matches the issue type 'Incident'.

Both SLA 1 and SLA 2 will be applied, and the issue will show both SLA fields.

Only SLA 2 will be applied because it is the most recently created SLA definition.

In Jira Service Management, what does the SLA progress bar on an issue indicate?

The priority of the issue compared to other issues in the queue.

The number of times the SLA has been paused or stopped.

The percentage of the issue's workflow that has been completed.

The amount of time remaining before the SLA is breached, relative to the goal.

In Jira Service Management, how are SLAs applied to issues?

By configuring SLA settings that specify which projects and issue types the SLA applies to.

By adding an SLA field to the screen and setting its value on each issue.

By creating a workflow post-function that triggers the SLA for each transition.

By assigning an SLA directly to individual issues from the issue view.

Jira Service Management Agent Essentials (ACA-925)

Domain 3Objective 2

Apply SLAs ACA-925 Practice Questions (Page 3)

Part of the Queues and SLAs domain, which makes up ~19% of our current practice bank.

19questions here

4free pages

5concepts

Questions 11–15

11expert · medium
A service desk manager wants to create a dashboard that shows the SLA performance for the last 30 days, including the number of issues that met the SLA, the number that breached, and the average time to resolution. The manager wants this to be a single, comprehensive view. What is the best approach?
Select an answer first
12application · medium
A service desk agent is working on an issue and sees that the SLA field shows 'Breached' in red. The agent believes the SLA should not have breached because the issue was waiting on the customer for 3 days. What should the agent do first to understand why the SLA breached?
Select an answer first
13expert · medium
A company has two SLA definitions: 'SLA 1' applies to 'Incident' issues and 'SLA 2' applies to 'Service Request' issues. Both are applied to the same project. An issue of type 'Incident' is created. Which SLA will be applied to this issue?
Select an answer first
14foundation · easy
In Jira Service Management, what does the SLA progress bar on an issue indicate?
Select an answer first
15foundation · easy
In Jira Service Management, how are SLAs applied to issues?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to ACA-925

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Atlassian. “ACA-925” is a trademark of its owner, used for identification only.