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Jira Service Management Agent Essentials Free Sample Questions

Description

Covers navigation, roles and customer portal access, ticket lifecycle and request handling, queues, SLAs and search, assets and virtual agent features, and notifications and automation rules.

12 free sample questions135 in the full practice test

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ACA-925 Sample Questions

  1. Question 1

    Intermediate

    Navigation, Settings, and Access · Roles and Permissions

    A new IT support team member has recently joined your organization. They need to view the intricate dependency relationships between various software services and the underlying hardware infrastructure using object graphs. Which interface must they use, and what specific role configuration is required to access this capability?

    Answer and explanation

    Correct answer: A

    In Jira Service Management, viewing object graphs within Assets is an agent-only capability. To be recognized as an agent and access the internal Agent view, a user must consume a Jira Service Management license and be placed in the Service Desk Team project role. Customers cannot view object graphs from the portal.

  2. Question 2

    Beginner

    Navigation, Settings, and Access · Customer Portal and Access

    As a Jira Service Management administrator, you are tasked with controlling who can interact with your newly launched IT Help Desk portal. You want to ensure that only employees with an existing account in your Atlassian site can submit requests. Which configuration approach satisfies this requirement?

    Answer and explanation

    Correct answer: C

    The 'Who can raise requests' setting dictates portal access. Setting it to 'Anyone with an account on your site' ensures that only authenticated internal users (employees with accounts) can access the portal and raise requests. This prevents anonymous external users from submitting tickets.

  3. Question 3

    Intermediate

    Navigation, Settings, and Access · Navigating Jira Service Management

    When navigating the Jira Service Management interface, agents frequently need to switch between reviewing their assigned tickets, checking overall team metrics, and managing the linked Confluence space. Which specific sidebar panel gives agents direct access to the deflection metrics to evaluate self-service effectiveness?

    Answer and explanation

    Correct answer: C

    The Reports panel in the service project sidebar is where agents and managers can access built-in reports, including the 'Requests deflected' report. This specific report measures how effectively the linked Knowledge Base articles are preventing ticket creation.

  4. Question 4

    IntermediateMultiple answers

    Navigation, Settings, and Access · Customer Portal and Access

    Which TWO of the following actions can a customer perform directly from the Customer Portal interface? (Select TWO)

    Answer and explanation

    Correct answers: B, E

    Customers can customize their request list in the portal by choosing which columns are displayed, giving them better visibility into the data they care about.

    Customers have the ability to filter their request list view by specific service projects to find their tickets more easily.

  5. Question 5

    Beginner

    Navigation, Settings, and Access · Personal Settings and Preferences

    True or False: Personal settings allow an agent to customize their email notification preferences for ticket updates, but changing the default fields shown on a specific issue type screen requires project-level or global administration settings.

    Answer and explanation

    Correct answer: A

    This is True. Personal settings dictate an individual user's experience (like when they receive emails or their theme preferences). Modifying screen layouts and fields for an issue type affects all users and is therefore a project or global administrative setting.

  6. Question 6

    Beginner

    Navigation, Settings, and Access · Personal Settings and Preferences

    A new agent complains that they are constantly overwhelmed by email notifications for every minor update on tickets they are not actively working on. Where should the agent navigate to reduce this noise without affecting the rest of the team?

    Answer and explanation

    Correct answer: C

    Agents can manage their individual email notification preferences by clicking their profile avatar in the global navigation bar and selecting 'Personal settings'. This allows them to tune out noise without altering the project's notification scheme.

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