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Check Atlassian ACP-420 free dumps below to check the V9.02:

1. A particular knowledge base space is linked to a service project.

Which statement is definitely true?

The knowledge base and project are located on the same site.

The knowledge base is used by all request types within the project.

The knowledge base is the only space linked to that project.

The knowledge base can be linked to other projects within the same site.

2. Bob is configuring an intent for a password reset.

The conversation flow for one branch concludes with a “resolve.”

Which standard flow should end the other branch?

Ask for information

Escalate

Send message

Match intent

3. Some users cannot see content in a specific gadget on their dashboard.

What is the reason?

The JQL filter used by the gadget is not shared with those users.

The gadget is not configured to refresh automatically.

The users do not have permission to view the dashboard.

The gadget is using an outdated version of the JQL filter.

4. Agent Abby wants to mention agent Bill in a comment.

Which is a definite requirement for Bill to receive an email notification for that comment?

Abby must select “Reply to customer” to mention Bill.

The “Public comment added” notification must have been enabled.

Abby must select “Add internal note” to mention Bill.

Bill must have the relevant setting enabled in their personal settings.

Customer notifications must have been enabled in the project.

5. You are a project admin for a service project and need to configure a new request type.

Which task may require assistance from a Jira admin?

Add a custom field to the request type.

Set the image icon for the request type.

Modify the request type order in the portal.

Rename customer-facing statuses.

6. You are configuring the virtual service agent for your project.

While the Settings page is visible, the Intent option is not available.

Identify the reason.

Channel access is set to restricted.

Atlassian Intelligence is not enabled.

JSM product is on the Standard plan.

You have not connected available chat options.

7. Ben has a mission-critical service.

Which service configuration will help Ben identify this?

service relationship

service responders

service tier

service type

8. Your company owns the following software with support levels shown below.





You want to create queues to help agents prioritize support levels for clients.

Which JQL meets the requirement for one of the queues?

entitlement in entitlement Detail (“Support Level”, “Standard”)

organizations in organization Detail (“Software”, “Support Level”)

entitlement in entitlement Product (“Ledgerpro”)

“Affected services” in (“Premium”)

9. You must configure a report series that finds issues that have not breached the last cycle of the “Time to resolution” SLA.

Identify the correct JQL.

“Time to resolution” != breached()

“Time to resolution” != everBreached()

“Time to resolution” WAS NOT IN everBreached()

“Time to resolution” = everBreached() AND “Time to resolution” != breached()

10. One of the following is not an appropriate use case for asset management in a service project.

Identify it.

Providing accurate data for financial reporting on valuation and depreciation.

Tracking physical assets like equipment, machinery, and inventory levels.

Implementing proactive maintenance schedules to reduce equipment failure and downtime.

Tracking personal items that have no significant value or relevance to the organization.

11. You are using Atlassian Intelligence answers with the virtual agent.

Customers are finding that none of their questions are being answered with knowledge base articles.

Identify the root cause.

Knowledge base view setting is set to “Only Confluence users”.

Confluence space settings do not allow anonymous access.

The low confidence branch in the Match Intent Standard flow is not yet configured.

Customers do not have a Confluence license.

12. Your project was created from the ITSM template.

You viewed the default report “Incidents by priority” in that project and want to create an identical report, except that it should show the Urgency field instead of Priority.

What report series must be used in the new report?

Time to resolution - Breached

Created

Resolved

Time to first response - % Met

Time to resolution - Met

13. Customers must be able to select the related service when creating a request.

They should only be able to see the services to which their organization has access.

Project admin Pam must meet these requirements using a scalable solution.

What should Pam do?

Create request types for each service.

Add the Entitlement field to the request type.

Modify customer permissions.

Create a select list custom field with a list of services.

14. You must meet these requirements:

1. Associate specific services with incidents to help resolve issues efficiently.

2. Define service tiers to prioritize incident response and automate alerts.

Which action must you definitely perform?

Enable Services under Project settings > Features.

Use automation to link services to incidents.

Create a custom workflow for each service tier.

Create custom fields for service tiers.

15. The “Server Down” request type needs a new field.

Which requirement necessitates using a form versus adding the field directly to the request type itself?

The field value must be used in SLAs.

The field name must differ when viewed by agents versus customers.

The field must be required.

The field must have a modifiable default value.

16. You receive a new ticket that specifies an Assets custom field value and want to see other tickets associated with that Assets object.

Identify the quickest method.

JQL query in advanced search

Similar Incidents panel on the request

Linked issues via the object details

Linked issues on the request

17. Your project has four automation rules configured.

One of them delivers the most value in terms of improving customer experience, because tickets are more likely to be resolved on time.

Identify that rule.

Send notifications that tickets are about to breach their SL

Reopen resolved tickets when a customer comments.

Automatically link tickets created by the same customer.

Automatically close tickets five days after resolution.

18. Which configuration can be done by an agent within a customer portal?

Update a help center announcement.

Feature a service project.

Add a new project to the landing page.

Implement a different color scheme.

19. Your service project is linked to a knowledge base.

You need to restrict article suggestions for the Software request form.

What should you do to meet this requirement?

Add appropriate page view restrictions to Software-related articles in the Knowledge Base space.

Set “Allow suggestions” to “On” for the Software request form only.

Label all articles not related to Software and turn off “Allow suggestions” for Software.

Set “Allow suggestions” to “On” for all request forms except Software.

20. You need a single location to view the following metrics from two service projects: total number of tickets total number of High priority requests total number of requests that breached the “Time to approve” SLA.

Which solution meets your needs?

custom reports

quick filters

dashboard gadgets

queues

21. You need to remove an entitlement from a customer.

You see the entitlement in the customer’s profile but don’t have the option to delete it.

What is the reason?

The entitlement details field was hidden from the issue view.

The entitlement has been selected on an existing request.

The entitlement has already been deleted from the customer.

The entitlement is associated with the customer’s organization.

22. Shruthi wants to notify specified responders of alerts in a given order.

What feature should Shruthi configure?

Escalation policies

Rotations

Schedules

Routing rules

23. Review the Assets object schema graph.





Which statement is definitely true?

Object schema contains exactly 13 objects with type Floors.

All object types have the same parent object type.

All references between object types have the same type.

Object schema contains exactly 4 object types.

24. As a service project admin, you clicked the column header for the Created column in a queue to sort the dates from oldest to newest.

What statement is true?

The new order by selection affects gadgets that use the filter.

The new order by selection only impacts you.

The new order by selection is saved with the queue.

The new order by selection impacts all the agents.

25. While Jill fills out an “Onboarding” request, the article “New employee software” is suggested.

However, another relevant article titled “New employee documents” is not suggested, although Jill sees it in the same space.

What must be updated to include the second article as a suggestion?

the form attached to the request

the page restrictions on the article

the “Allow suggestions” toggle for the request type

the labels on the article

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