Define SLAs ACP-420 Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   In Jira Service Management, the 'issue type' field in an SLA definition determines:

   • AThe calendar used to calculate elapsed time
   • BWhich issues the SLA will be applied to
   • CWhich project the SLA is associated with
   • DThe priority level required for the SLA to start
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   Which of the following is an example of an SLA calendar in Jira Service Management?

   • A24/7
   • BIncident
   • CHigh priority
   • DOn hold
   Reveal Solution Discussion Select an answer first
4. 3application · medium

   A company has a support team that works Monday to Friday, 8 AM to 6 PM, with a lunch break from 12 PM to 1 PM. They want an SLA that counts only working time, excluding the lunch break. Which calendar configuration should they use?

   • AUse the '24/7' calendar.
   • BCreate a custom calendar with working hours 8 AM to 12 PM and 1 PM to 6 PM on weekdays.
   • CUse the default 'Business hours' calendar.
   • DUse the 'Business hours' calendar and set the goal to 9 hours.
   Reveal Solution Discussion Select an answer first
5. 4foundation · easy

   What is the purpose of the stop condition in an SLA configuration?

   • ATo change the calendar used for the SLA
   • BTo reset the SLA goal to zero
   • CTo pause the SLA clock when a specified JQL condition is met
   • DTo permanently end the SLA tracking for the issue
   Reveal Solution Discussion Select an answer first
6. 5foundation · easy

   When setting an SLA goal in Jira Service Management, which of the following must you choose?

   • AA time unit and a target duration
   • BA priority level for the goal
   • CA calendar from the available options
   • DA JQL query for the start condition
   Reveal Solution Discussion Select an answer first