Configure the Knowledge Base ACP-420 Practice Questions (Page 1)

Questions 1–5

1. 1application · medium

   A support team has a large knowledge base with articles about hardware, software, and network issues. They want to make it easier for agents to find relevant articles when working on a ticket. They also want to ensure that articles are consistently categorized. What should they do?

   • AUse labels only, and let agents add any labels they want.
   • BCreate a separate knowledge base for each topic.
   • CCreate categories for Hardware, Software, and Network, and require agents to select a category when creating an article.
   • DUse the built-in search and rely on full-text search.
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   When creating a knowledge base article in Jira Service Management, what is the recommended way to structure content for easy scanning?

   • AWrite in a formal, technical tone
   • BUse headings, bullet points, and short paragraphs
   • CInclude as many images as possible
   • DUse a single long paragraph with all details
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4. 3application · medium

   A service desk team manages two separate service projects: 'IT Support' and 'HR Support'. They want knowledge base articles to be searchable only within the project they are linked to. For example, an article about password resets should only appear in the IT Support portal, not the HR portal. What should the administrator do?

   • ALink the knowledge base to the IT Support project only and share articles manually with HR.
   • BCreate a separate knowledge base for each project and link each knowledge base to its respective project.
   • CUse labels to restrict article visibility to specific projects.
   • DLink the knowledge base to both projects and use categories to separate articles by project.
   Reveal Solution Discussion Select an answer first
5. 4foundation · easy

   In Jira Service Management, which feature allows you to group knowledge base articles by topic for easier navigation?

   • ACategories
   • BSLA
   • CLabels
   • DWorkflows
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6. 5expert · hard

   A company has a knowledge base with articles that are relevant to both internal agents and external customers. They want internal agents to see all articles, but customers should only see articles that are specifically marked as 'Customer-facing'. What is the best way to achieve this?

   • AGrant customers 'View' permission to the knowledge base.
   • BUse the article visibility setting to mark customer-facing articles as 'Public' and keep others as 'Internal'.
   • CUse categories to separate internal and customer-facing articles.
   • DCreate two separate knowledge bases: one for internal articles and one for customer-facing articles.
   Reveal Solution Discussion Select an answer first