Enable Customer Self-Service ACP-420 Practice Questions (Page 4)

Questions 16–18

1. 16foundation · medium

   What is the primary purpose of self-service reporting in Jira Service Management?

   • ATo manage the SLA for each request.
   • BTo track the time agents spend on each request.
   • CTo measure the effectiveness of customer self-service and identify areas for improvement.
   • DTo generate invoices for customers.
   Reveal Solution Discussion Select an answer first
2. 17foundation · medium

   Which action is part of managing knowledge base articles for self-service?

   • ARestricting article access to agents only.
   • BConverting articles into Jira issues.
   • CDeleting all articles after a request is resolved.
   • DEditing article content to keep it accurate and up to date.
   Reveal Solution Discussion Select an answer first
3. 18foundation · medium

   What is the purpose of integrating a knowledge base with the customer portal in Jira Service Management?

   • ATo allow customers to search and read articles directly from the portal.
   • BTo provide a backup of all customer requests.
   • CTo automatically create articles from customer requests.
   • DTo restrict customer access to the portal.
   Reveal Solution Discussion Select an answer first