Enable Customer Self-Service ACP-420 Practice Questions (Page 3)

Questions 11–15

1. 11foundation · medium

   Which metric is commonly used to measure the effectiveness of customer self-service?

   • AThe number of agents on the support team.
   • BThe number of knowledge base article views.
   • CThe average time to resolve a request.
   • DThe number of projects in the organization.
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   A Jira Service Management project has a Confluence space with troubleshooting articles. The administrator wants these articles to appear in the customer portal when customers search for help. What must be done?

   • ALink the Confluence space to the project and publish the articles to the portal
   • BShare the Confluence space link in the portal announcement banner
   • CCreate a new Confluence space and manually add each article
   • DCopy the articles into the project's request types as descriptions
   Reveal Solution Discussion Select an answer first
4. 13foundation · medium

   Which statement best describes the purpose of customer self-service in Jira Service Management?

   • ATo allow agents to create requests on behalf of customers.
   • BTo automatically route requests to the appropriate agent.
   • CTo provide customers with a way to submit and track their own requests.
   • DTo provide a reporting dashboard for service desk managers.
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   A company uses a third-party knowledge base tool that is not Confluence. They want to integrate it with the Jira Service Management portal. What should the administrator do?

   • AMigrate all articles to Confluence and link the space
   • BUse a marketplace app or API to integrate the third-party knowledge base
   • CDisable the knowledge base feature and rely on email support
   • DUse the built-in Confluence integration and link the third-party tool
   Reveal Solution Discussion Select an answer first
6. 15foundation · medium

   What is a primary benefit of enabling customer self-service in Jira Service Management?

   • AIt eliminates the need for a customer portal.
   • BIt automatically resolves all customer issues without agent involvement.
   • CIt reduces the volume of routine requests by allowing customers to find answers independently.
   • DIt guarantees faster response times for all customer requests.
   Reveal Solution Discussion Select an answer first