A service desk manager notices that the 'SLA Breach' report shows a high number of breaches for a specific SLA. The manager suspects that the SLA's pause condition is not working correctly. What is the best way to verify whether the pause condition is working as expected?

Create a new SLA with the same pause condition and test it on a sample issue.

Review the SLA definition's pause condition and compare it with the issue statuses that should trigger it.

Check the audit log to see when the SLA was last modified.

Change the pause condition to a different status and see if the breach rate changes.

A company has a 24/7 support operation, but the SLA for 'Response Time' is defined with a business calendar (Mon–Fri, 9 AM–5 PM). An issue is created on Friday at 4 PM. The agent responds on Saturday at 10 AM. The SLA has a 2-hour response time. What is the SLA status?

The SLA is 'Breached' because more than 2 business hours have passed.

The SLA is 'In progress' with 1 hour remaining.

The SLA is 'Paused' because the weekend is not counted.

The SLA is 'Breached' because the response was not within 2 calendar hours.

A service desk manager wants to see a list of all issues that are currently 'At risk' of breaching their SLA, so the team can prioritize them. The manager wants this list to be always up-to-date and visible to the team. What is the best way to achieve this?

Create a queue in the project with a JQL filter for SLA status 'At risk'.

Run a one-time report and share the results via email.

Use the 'SLA Breach' report to see which issues have already breached.

Create a dashboard gadget that shows the 'SLA Progress' report.

A company has a Jira Service Management project with an SLA that applies to all issue types. They now want the SLA to apply only to 'Incident' issues, not 'Service Request' issues. What is the most efficient way to make this change?

Change the workflow so that 'Service Request' issues do not transition through the same statuses.

Remove the SLA from the project and re-add it with the issue type filter.

Create a new SLA definition for 'Incident' issues and deactivate the old one.

Edit the SLA definition and change the 'Issue types' setting to 'Incident'.

Jira Service Management Agent Essentials (ACA-925)

Domain 3Objective 2

Apply SLAs ACA-925 Practice Questions (Page 4)

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

19questions here

4free pages

5concepts

Questions 16–19

16expert · medium
A service desk manager notices that the 'SLA Breach' report shows a high number of breaches for a specific SLA. The manager suspects that the SLA's pause condition is not working correctly. What is the best way to verify whether the pause condition is working as expected?
Select an answer first
17expert · medium
A company has a 24/7 support operation, but the SLA for 'Response Time' is defined with a business calendar (Mon–Fri, 9 AM–5 PM). An issue is created on Friday at 4 PM. The agent responds on Saturday at 10 AM. The SLA has a 2-hour response time. What is the SLA status?
Select an answer first
18application · medium
A service desk manager wants to see a list of all issues that are currently 'At risk' of breaching their SLA, so the team can prioritize them. The manager wants this list to be always up-to-date and visible to the team. What is the best way to achieve this?
Select an answer first
19application · medium
A company has a Jira Service Management project with an SLA that applies to all issue types. They now want the SLA to apply only to 'Incident' issues, not 'Service Request' issues. What is the most efficient way to make this change?
Select an answer first

Finished these 4 questions?

Review the revealed explanations, or continue through the curriculum.

No more pagesBack 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.