A service desk manager wants to know if customers are finding answers in the knowledge base before raising tickets. Which report should they use?

Knowledge base report showing article views and search terms

Customer satisfaction survey report

SLA report showing response times

A company wants to reduce the number of simple repetitive tickets by encouraging customers to use the portal. What is the most effective way to achieve this?

Remove the email support channel

Enable the portal and ensure it is easy to find and use

Increase the number of agents to handle tickets

Add more request types to the portal

A knowledge base article contains internal troubleshooting steps that should not be visible to customers. The team wants customers to see a simplified version. What is the best approach?

Keep the article in draft and share it with customers via email

Remove the internal steps from the article and publish it

Create two articles: one internal and one customer-facing, and restrict the internal one

Publish the article as is and rely on customers not finding it

What is the purpose of setting portal permissions in Jira Service Management?

To control which customers can access the portal and view specific articles.

To manage the workflow of requests.

To set up email notifications for agents.

To configure the appearance of the portal.

Managing Jira Service Projects for Cloud (ACP-420)

Domain 4Objective 2

Enable Customer Self-Service ACP-420 Practice Questions (Page 1)

Part of the Knowledge Management domain, which makes up ~17% of our current practice bank.

18questions here

4free pages

6concepts

Questions 1–5

1application · medium
A service desk manager wants to know if customers are finding answers in the knowledge base before raising tickets. Which report should they use?
Select an answer first
2application · medium
A company wants to reduce the number of simple repetitive tickets by encouraging customers to use the portal. What is the most effective way to achieve this?
Select an answer first
3application · medium
A knowledge base article contains internal troubleshooting steps that should not be visible to customers. The team wants customers to see a simplified version. What is the best approach?
Select an answer first
4foundation · medium
Which component is typically integrated with the customer portal to provide self-service articles?
Select an answer first
5foundation · medium
What is the purpose of setting portal permissions in Jira Service Management?
Select an answer first

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