Configure Reporting for Service Projects ACP-420 Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A service desk manager wants to see the average time to resolution for tickets closed in the last 30 days, grouped by priority. They also want to exclude tickets that were closed as duplicates. Which report and configuration should they use?

   • AUse the SLA report, set the date range to the last 30 days, apply a filter to exclude resolution = Duplicate, and group by priority.
   • BUse the Created vs Resolved report, set the date range to the last 30 days, and filter by resolution.
   • CUse the Workload report, set the date range to the last 30 days, and group by priority.
   • DUse the Customer Satisfaction report, set the date range to the last 30 days, and group by priority.
   Reveal Solution Discussion Select an answer first
2. 12expert · medium

   A service desk manager needs to report on SLA compliance for the last quarter. They want to show the percentage of tickets that met the SLA for each priority level. However, they also need to exclude tickets that were cancelled. Which report and configuration should they use?

   • AUse the Created vs Resolved report, set the date range to the last quarter, and filter by priority.
   • BUse the Workload report, set the date range to the last quarter, and group by priority.
   • CUse the SLA report, set the date range to the last quarter, apply a filter to exclude status = Cancelled, and group by priority.
   • DUse the Customer Satisfaction report, set the date range to the last quarter, and group by priority.
   Reveal Solution Discussion Select an answer first
4. 13foundation · easy

   To generate an SLA report in a Jira Service Management project, what must exist first?

   • AA project dashboard
   • BA workload report
   • CAt least one SLA defined for the project
   • DA customer satisfaction survey
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   Which built-in report in Jira Service Management shows the number of issues assigned to each team member?

   • ASLA report
   • BCustomer satisfaction report
   • CResolution time report
   • DWorkload report
   Reveal Solution Discussion Select an answer first
6. 15application · medium

   A service desk manager wants to see the number of tickets resolved per week for the last two months, but only for tickets assigned to the 'Support' team. Which report and configuration would best meet this need?

   • AUse the Workload report, set the date range to the last two months, and group by week.
   • BUse the SLA report, set the date range to the last two months, and filter by assignee team.
   • CUse the Customer Satisfaction report, set the date range to the last two months, and filter by team.
   • DUse the Created vs Resolved report, set the date range to the last two months, and group by week.
   Reveal Solution Discussion Select an answer first