Set up the Customer Portal ACP-420 Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A university's IT help desk uses Jira Service Management. They want to reorganize the customer portal so that students can easily find help articles and submit requests. Currently, the portal shows a flat list of all request types and a separate 'Help Center' link. The administrator wants to create a menu structure with 'Get Help' (containing FAQs and how-to articles) and 'Submit a Request' (containing the request types). What should the administrator do?

   • ADisable the default 'Help Center' link and rely on the portal's search function to find articles.
   • BChange the request type visibility so that only the 'Get Help' and 'Submit a Request' request types are visible.
   • CUse the 'Portal menu' settings to create a new menu item called 'Get Help' and add the existing help articles as child pages, then create a 'Submit a Request' menu item and add the request types as child items.
   • DCreate a new content page called 'Get Help' and link to it from the portal home page, leaving the request types in the default list.
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2. 12expert · hard

   A multinational company has a single Jira Service Management project serving customers in France and Germany. The support team is based in France and communicates in French. The company wants French customers to see the portal in French by default, and German customers to see it in German. The portal is currently set to 'Anyone can submit a request'. What is the most effective configuration to achieve this?

   • AEnable localization and set the default language to French, then rely on browser language detection to serve German to German-speaking customers.
   • BSet the default language to French and disable localization.
   • CSet the default language to German and enable localization.
   • DCreate two separate portals, one in French and one in German.
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4. 13application · easy

   A small business is evaluating Jira Service Management for its customer support. The owner wants to understand the primary purpose of the customer portal before committing to the setup. Which statement accurately describes the customer portal's main function?

   • AIt is a backend tool for agents to manage and resolve customer requests.
   • BIt is a dedicated interface where customers can submit requests, track their progress, and access self-service resources.
   • CIt is a communication tool for agents to chat with each other.
   • DIt is a reporting dashboard for managers to monitor support team performance.
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5. 14foundation · easy

   What is a key consideration for optimizing the customer portal user experience?

   • ARequiring customers to log in before seeing any content
   • BEnsuring the portal is mobile responsive
   • CAdding as many request types as possible to the home page
   • DUsing complex terminology to sound professional
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6. 15foundation · easy

   Which portal setting allows you to change the name that appears at the top of the customer portal?

   • APortal description
   • BPortal logo
   • CPortal URL
   • DPortal title
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