Download PrepIQ Hacking Iot Ultimate Exam and more Exams Technology in PDF only on Docsity!
Exam
Question 1. Which of the following best describes the primary difference between an SLA and a KPI? A) SLAs are internal metrics, KPIs are contractual commitments. B) SLAs define service guarantees to customers, KPIs measure internal performance. C) SLAs are always time-based, KPIs are always cost-based. D) SLAs are optional, KPIs are mandatory. Answer: B Explanation: An SLA (Service Level Agreement) is a contractual promise made to customers about the level of service they will receive, while a KPI (Key Performance Indicator) is an internal metric used to gauge performance against business goals. Question 2. In an SLA lifecycle, which state indicates that the SLA timer is temporarily halted due to a “Waiting for Customer” condition? A) Active B) Paused C) Completed D) Draft Answer: B Explanation: When an issue meets a pause condition such as “Waiting for Customer,” the SLA moves into the Paused state, halting the countdown until the condition is cleared. Question 3. Which SLA component explicitly defines the time periods during which the SLA clock should run? A) Goals B) Calendars C) Conditions D) Metrics Answer: B Explanation: Calendars specify business hours, holidays, and time-zone rules that control when SLA timers advance.
Exam
Question 4. A “Time to First Response” SLA is configured to restart each time the issue is reassigned. Which SLA feature enables this behavior? A) Multi-Cycle SLA B) Single-Cycle SLA C) Pause Condition D) Stop Condition Answer: A Explanation: Multi-Cycle SLAs allow the timer to start, stop, and restart based on defined triggers, such as reassignment events. Question 5. Which JQL function would you use to retrieve issues that have less than 30 minutes remaining before breaching an SLA? A) remaining() < 30m B) elapsed() < 30m C) breached() = true D) due() < now() + 30m Answer: A Explanation: The remaining() function returns the time left on an SLA goal, allowing you to filter issues with less than a specified duration. Question 6. When configuring an SLA, what does the “Top-to-Bottom” evaluation logic refer to? A) Prioritizing goals based on issue priority fields. B) Evaluating JQL goals in the order they appear and using the first match. C) Applying the longest duration goal first. D) Sorting goals alphabetically. Answer: B Explanation: “Top-to-Bottom” means the SLA engine processes goals sequentially; the first JQL query that matches an issue determines the goal applied.
Exam
Question 10. In the SLA sidebar, which column would most help an agent see which tickets are at risk of breaching? A) Time Remaining B) Issue Type C) Reporter D) Created Date Answer: A Explanation: The Time Remaining column shows the countdown for each SLA goal, highlighting tickets that are close to breaching. Question 11. Which automation rule would best notify an assignee 15 minutes before an SLA breach? A) When issue is created, then send email. B) When SLA is 15 minutes from breaching, then notify assignee. C) When issue transitions to Done, then comment. D) When comment added, then change priority. Answer: B Explanation: The rule directly references the SLA’s “time to breach” condition, triggering a notification 15 minutes prior. Question 12. What is the effect of adding a “catch-all” goal with no JQL filter to an SLA? A) It disables all other goals. B) It applies to any issue that does not match prior goals. C) It forces all issues to use the same duration. D) It causes the SLA to pause indefinitely. Answer: B Explanation: A catch-all goal acts as a default, ensuring every issue has an SLA target even if it fails to meet any specific JQL criteria.
Exam
Question 13. Which of the following holiday-scheme configurations would correctly pause an SLA on New Year’s Day for all regions? A) Add “2025- 01 - 01 ” to each regional calendar. B) Set a global “Non-Working Day” flag for 2025- 01 - 01. C) Create a separate calendar with only New Year’s Day and assign it to the SLA. D) Use a JQL filter to exclude issues created on 2025- 01 - 01. Answer: A Explanation: Adding the specific date to each calendar ensures the SLA clock pauses for all users regardless of region. Question 14. Which metric would you use to measure the percentage of SLA goals met versus breached over a month? A) SLA Success Rate B) Mean Time to Resolve C) Issue Count D) Cycle Time Answer: A Explanation: SLA Success Rate reports the proportion of goals that were met compared to those that were breached. Question 15. When an SLA is edited, what happens to issues that already have an active timer for that SLA? A) All timers reset to zero. B) Existing timers continue with the old configuration; new issues use the updated SLA. C) Timers are immediately recalculated based on the new settings. D) The SLA is disabled for those issues. Answer: C Explanation: Jira recalculates SLA timers in the background for existing issues to reflect the updated configuration.
Exam
Question 19. What impact does a complex JQL goal (multiple OR/AND clauses) have on Jira performance? A) No impact; JQL is always fast. B) May increase query execution time and background SLA calculations. C) Causes SLA timers to stop working. D) Automatically simplifies the query. Answer: B Explanation: Complex JQL queries require more processing power, potentially slowing down SLA evaluations and overall system performance. Question 20. Which of the following displays SLA “Respond by” dates to customers in the portal? A) Agent View Sidebar B) Customer Portal SLA field C) Issue Navigator D) Project Settings Answer: B Explanation: The Customer Portal SLA field can be configured to show “Respond by” dates, informing customers of expected response times. Question 21. Which of these is NOT a typical start condition for an SLA timer? A) Issue created B) Issue status changes to “Open” C) Issue priority set to “Low” D) Custom field “Urgency” changes to “Critical” Answer: C Explanation: Setting priority to “Low” is generally not used as a start trigger; start conditions usually involve creation or a status transition.
Exam
Question 22. In the context of SLA calendars, what does the term “working days” refer to? A) All days of the month. B) Days defined as business days in the calendar, excluding weekends and holidays. C) Only weekdays that are not public holidays. D) Days when the issue is assigned to an agent. Answer: B Explanation: “Working days” are the days marked as active in the calendar, excluding weekends and any defined holidays. Question 23. Which automation action can automatically transition an issue to “Closed” when the “Time to Resolution” SLA is breached? A) When SLA is breached, then transition issue to Closed. B) When issue is updated, then set priority to Low. C) When comment added, then assign to manager. D) When issue is created, then set SLA to “Paused”. Answer: A Explanation: The rule directly links the breach event to a transition, moving the issue to Closed automatically. Question 24. If an SLA goal’s target duration is set to “2d 4h”, how many total minutes does the SLA allow? A) 2,880 minutes B) 3,120 minutes C) 3,480 minutes D) 4,320 minutes Answer: C Explanation: 2 days = 2 × 24 × 60 = 2,880 minutes; 4 hours = 4 × 60 = 240 minutes; total = 2,880 + 240 = 3,120 minutes. (Correct answer is B – see correction below)
Exam
Explanation: The SLA Breach Counter gadget displays the current count of breached SLA goals, providing instant visibility. Question 28. What is the purpose of a “default” SLA goal in a metric that has multiple goals? A) To override all other goals. B) To apply when none of the specific JQL filters match an issue. C) To pause the SLA automatically. D) To set the highest possible priority. Answer: B Explanation: The default goal acts as a fallback, ensuring every issue receives an SLA target even if it doesn’t meet any specific criteria. Question 29. Which of the following is a valid reason to use a “Time to First Response” SLA instead of a “Time to Resolution” SLA? A) To measure overall issue handling time. B) To ensure customers receive an initial acknowledgment quickly. C) To track the time agents spend on documentation. D) To calculate the average resolution cost. Answer: B Explanation: “Time to First Response” focuses on the speed of the initial reply, which is critical for customer perception. Question 30. In a global service desk, how can you ensure that SLA calendars respect the local public holidays of each region? A) Create a single calendar with all holidays worldwide. B) Assign region-specific calendars to issues based on a custom “Region” field. C) Disable holiday schemes. D) Use a JQL filter that excludes holidays. Answer: B
Exam
Explanation: By linking a region-specific calendar to the issue (via a custom field or issue type), the SLA respects the appropriate local holidays. Question 31. Which of the following actions will NOT trigger a recalculation of SLA timers for existing issues? A) Changing an SLA’s target duration. B) Adding a new pause condition. C. Updating the issue’s summary text. D) Modifying the SLA’s calendar. Answer: C Explanation: Editing the issue’s summary does not affect SLA conditions, so timers are not recalculated. Question 32. Which Jira system setting controls the display format of SLA time (e.g., “2h 30m” vs. “150 minutes”)? A) Time Tracking Settings B) Global Permissions C) Issue Type Scheme D) Notification Scheme Answer: A Explanation: Time Tracking Settings allow administrators to define how SLA durations are presented to users. Question 33. An SLA goal uses the JQL query “priority = Highest AND component = Network”. Which issues will this goal apply to? A) All issues with priority Highest, regardless of component. B) Only issues that have both priority Highest and component Network. C) Issues with component Network, regardless of priority. D) Issues with any priority in the Network component. Answer: B
Exam
Explanation: Setting a longer target for low-priority tickets balances customer expectations with realistic effort levels. Question 37. How does the “elapsed()” JQL function differ from “remaining()”? A) elapsed() returns time left; remaining() returns time used. B) elapsed() returns time already spent; remaining() returns time left. C) Both return the same value. D) elapsed() only works for paused SLAs. Answer: B Explanation: elapsed() measures how much time has already passed on the SLA, whereas remaining() shows how much time is left before breach. Question 38. Which of the following would cause an SLA to transition from “Active” to “Completed” automatically? A) The issue is reassigned to a different team. B) The SLA’s stop condition (e.g., Resolution set) is met. C) The issue is linked to another issue. D) The issue’s priority is changed. Answer: B Explanation: When the defined stop condition is satisfied, the SLA timer stops and the SLA moves to the Completed state. Question 39. When configuring a “Time to First Response” SLA, why might you include a pause condition for “On Hold” status? A) To stop the timer while the issue is being investigated internally. B) To increase the SLA breach count. C) To reset the timer once the issue is placed on hold. D) To prevent the SLA from ever starting. Answer: A
Exam
Explanation: Pausing the SLA during “On Hold” acknowledges that the support team is not actively working on the issue, preventing unfair breaches. Question 40. Which of the following best describes the effect of assigning multiple calendars to different goals within the same SLA metric? A) All goals will share the same calendar. B) Each goal will follow its assigned calendar, allowing varied working hour definitions. C) Only the first calendar will be used. D) The SLA will become invalid. Answer: B Explanation: Jira permits assigning distinct calendars per goal, so each goal can respect different business hour rules. Question 41. Which of the following statements about SLA permissions is true? A) “Browse Projects” permission also grants SLA edit rights. B) Only administrators can view SLA metrics. C) “Manage SLA” permission can be granted at the project or global level. D) SLA permissions are automatically inherited from issue type schemes. Answer: C Explanation: The “Manage SLA” permission can be configured globally or per project, controlling who can modify SLA definitions. Question 42. In a report, the “SLA Met vs. Breached” chart shows a 70% success rate. What does this indicate? A) 70% of issues have no SLA attached. B) 70% of SLA goals were achieved within the target time. C) 70% of agents met their performance targets. D) 70% of customers were satisfied. Answer: B
Exam
Explanation: Fewer goals reduce the complexity of JQL evaluation, improving calculation speed and overall system performance. Question 46. In the Customer Portal, which field can be hidden to prevent customers from seeing internal SLA metrics? A) Description B. Reporter C) SLA (internal) field D) Issue Type Answer: C Explanation: The internal SLA field can be configured to be hidden from the portal, keeping internal performance data private. Question 47. Which automation trigger would you use to automatically pause an SLA when the custom field “Customer Reply Needed” is set to “Yes”? A) Field value changed → Customer Reply Needed = Yes → pause SLA. B) Issue created → pause SLA. C) SLA breached → pause SLA. D) Comment added → pause SLA. Answer: A Explanation: The trigger monitors changes to the specified custom field and pauses the SLA when the condition is met. Question 48. If an SLA goal’s JQL filter includes “status = Closed”, what happens when an issue is transitioned to “Closed”? A) The SLA starts. B) The SLA stops (goal considered met). C) The SLA pauses. D) The SLA is deleted. Answer: B
Exam
Explanation: When the issue reaches a status that satisfies the stop condition (often “Closed”), the SLA timer stops and the goal is marked as met. Question 49. Which of the following best explains why an SLA might appear “Breached” even though the issue was resolved before the breach time? A) The SLA’s calendar was set to 24/7 incorrectly. B) The stop condition was not configured correctly (e.g., missing “Resolution set”). C) The issue priority changed after resolution. D) The agent manually marked the SLA as breached. Answer: B Explanation: If the stop condition does not fire (e.g., Resolution field not set), the SLA continues counting and can breach despite the issue being resolved. Question 50. Which of these is the correct order of SLA lifecycle states? A) Draft → Active → Paused → Completed B) Active → Paused → Completed → Draft C) Draft → Active → Paused → Completed D) Active → Completed → Paused → Draft Answer: C Explanation: An SLA is first defined (Draft), then becomes Active, may be Paused, and finally moves to Completed when its stop condition is met. Question 51. When configuring a “Time to Resolution” SLA with a target of “5d”, what happens on a weekend if the calendar is set to 9-to-5 Monday-Friday? A) The timer continues counting through the weekend. B) The timer pauses on weekends, extending the effective deadline. C) The timer resets on Monday. D) The timer skips the weekend but shortens the overall duration. Answer: B
Exam
Explanation: The SLA Success Rate report can be filtered by project, enabling a consolidated view on a dashboard gadget. Question 55. Which of the following JQL snippets would correctly filter issues where the “Time to First Response” SLA has less than 10 minutes remaining? A) remaining("Time to First Response") < 10m B) elapsed("Time to First Response") < 10m C) breached("Time to First Response") = true D) status = “Open” Answer: A Explanation: The remaining() function applied to the specific SLA name returns the time left, allowing comparison to 10 minutes. Question 56. When an issue is moved from a project with a 9-to-5 calendar to a project with a 24/7 calendar, what happens to its active SLA timers? A) Timers stop permanently. B) Timers are recalculated based on the new calendar. C) Timers continue with the old calendar settings. D) Timers are deleted. Answer: B Explanation: Moving an issue triggers a recalculation of SLA timers using the calendar of the destination project. Question 57. Which of the following is the most appropriate way to indicate that an SLA is currently paused in the issue view? A) Display a green checkmark. B) Show a “Paused” label next to the SLA timer. C) Hide the SLA field entirely. D) Change the issue status to “Paused”. Answer: B
Exam
Explanation: Jira adds a “Paused” indicator next to the timer, making it clear to agents that the SLA is temporarily halted. Question 58. Which of the following actions can be performed by a user with only the “Browse Projects” permission? A) Edit SLA definitions. B) View SLA metrics on issues. C) Create new SLA goals. D) Delete SLA calendars. Answer: B Explanation: Users with “Browse Projects” can view SLA information on issues but cannot modify SLA configurations. Question 59. An SLA goal uses the JQL filter “component = Database AND priority = High”. If an issue has priority High but component = UI, what SLA target will be applied? A) The “Database” goal target. B) The default catch-all goal, if defined. C) No SLA will be applied. D) Both goals will be applied simultaneously. Answer: B Explanation: Since the issue does not match the specific goal, the default catch-all goal (if configured) will apply; otherwise, no SLA is attached. Question 60. Which of the following best describes the impact of a “Paused” SLA on the “SLA Met vs. Breached” report? A) Paused SLAs are counted as breached. B) Paused SLAs are excluded from the report. C) Paused SLAs are counted as met. D) Paused SLAs are treated as active but do not affect the met/breached counts until they resume.
