ACH-815 Jira Service Management with AI Fundamentals Practice Questions
Prepare for ACH-815 with more than an answer.
- Level
- Certificate (Fundamentals)
- Valid for
- Certificate credential (per Atlassian certificate program terms)
Domains covered on the exam 4
- Customer and internal communication25%
- SLA awareness and prioritization25%
- Request handling and ticket management25%
- JSM navigation and interface proficiency25%
- 1
When viewing a ticket with a long history of customer emails and agent responses, an agent clicks to generate an AI summary. What must the agent be aware of regarding the AI-generated summary before using it to formulate a final reply to the customer?
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Correct answer: A
While AI summaries are powerful for digesting text-based comment threads, agents must be aware of their limitations. Currently, AI summaries primarily analyze text comments and descriptions. If a customer provided critical context inside an attached log file or screenshot, the summary might miss it, requiring the agent to still verify attachments.
- 2
In the Jira Service Management agent view, where are the SLA (Service Level Agreement) indicators typically located on a request?
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Correct answer: B
In the standard Jira Service Management issue view, SLA timers and indicators are located in the right-hand sidebar panel under a dedicated 'SLAs' section, allowing agents to easily monitor time remaining alongside ticket details.
- 3
What does the 'Time to first response' SLA measure in Jira Service Management?
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Correct answer: D
'Time to first response' is a standard SLA metric that measures how quickly a customer receives initial human (or authorized automated) contact. It starts when the ticket is created and stops when an agent makes the first 'Reply to customer' comment.
- 4
An agent is working on a complex support ticket and needs to ask a Level 2 database administrator for assistance without the customer seeing the conversation. Which action in Jira Service Management should the agent use?
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Correct answer: A
The 'Add internal note' feature allows agents and internal teams to collaborate on a ticket without exposing the conversation to the customer. @mentioning the administrator will notify them of the internal note.
- 5
A customer logs into the Help Center portal to check the status of their open request. What information can they view regarding the communication on their ticket?
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Correct answer: C
Customers using the Help Center portal can only see the original request details and any communication that agents have explicitly submitted using the 'Reply to customer' function. Internal notes are completely hidden from the customer view to ensure secure internal collaboration.
- 6
True or False: Rovo Chat can be used by an agent to automatically draft a response to a customer based on the context of the ticket and linked knowledge base articles.
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Correct answer: A
True. One of the core features of Rovo Chat in Jira Service Management is its ability to analyze the current ticket context, reference available knowledge base articles, and generate a drafted response that the agent can review and send.
