Define SLAs ACP-420 Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   In Jira Service Management, which of the following determines which time counts toward an SLA goal?

   • AThe SLA start condition
   • BThe SLA calendar
   • CThe issue type of the SLA
   • DThe SLA goal's time unit
   Reveal Solution Discussion Select an answer first
2. 7application · medium

   A company wants to define an SLA for 'Incident' issues with a response goal of 1 hour and a resolution goal of 4 hours. They want to create two separate SLAs. Which configuration is correct?

   • ACreate one SLA with a goal of 1 hour and another with a goal of 4 hours, but apply them to different issue types.
   • BCreate two SLAs, both applied to 'Incident' issues, one with a goal of 1 hour and the other with a goal of 4 hours.
   • CCreate one SLA with a goal of 1 hour and set the resolution goal as a secondary goal.
   • DCreate one SLA with a goal of 4 hours and use a custom field to track response time.
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   When creating a new SLA in Jira Service Management, which of the following must be specified as part of the SLA definition?

   • AThe start and stop conditions using JQL
   • BThe name, description, and the issue type the SLA applies to
   • CThe calendar that determines which time counts toward the goal
   • DThe time unit and target duration for the goal
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   In Jira Service Management, the start condition of an SLA is defined using:

   • AA time unit and duration
   • BA JQL query
   • CA workflow transition
   • DA calendar selection
   Reveal Solution Discussion Select an answer first
6. 10expert · hard

   A company has two types of support: standard and premium. Standard support is available Monday to Friday, 9 AM to 5 PM, with a response goal of 8 business hours. Premium support is available 24/7, with a response goal of 1 hour. They want to use a single SLA definition for both types. What should the administrator do?

   • ACreate one SLA with a 1-hour goal and a 24/7 calendar, and apply it to all issues.
   • BCreate one SLA with an 8-hour goal and a business-hours calendar, and apply it to all issues.
   • CCreate two separate SLAs, one for standard support with a business-hours calendar and 8-hour goal, and one for premium support with a 24/7 calendar and 1-hour goal.
   • DCreate one SLA with a 1-hour goal and a business-hours calendar, and apply it to all issues.
   Reveal Solution Discussion Select an answer first