ACA-925 Jira Service Management Agent Essentials Practice Questions
Prepare for ACA-925 with more than an answer.
- Exam fee
- $100 USD
- Level
- Atlassian Certified Associate (ACA)
- Valid for
- 24 months
Domains covered on the exam 5
- Navigation, Settings, and Access16%
- Managing Tickets and Knowledge Base Articles40%
- Queues, SLAs, Search, and Reports24%
- Advanced Features8%
- Notifications, Automation, and Integrations12%
- 1
You are investigating a complex database error reported by a customer. You need to ask a senior database administrator for advice directly on the ticket, but you do not want the customer to see this highly technical discussion or feel alarmed by the complexity of the issue.
Which feature should you use to communicate with the database administrator on the ticket?
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Correct answer: C
Internal notes (or internal comments) are visible only to agents and internal staff with access to the project. They are hidden from the customer portal and do not trigger customer notifications. This is the correct way to collaborate privately on a ticket.
- 2
When configuring Jira Service Management, administrators must map what the customer sees to the underlying technical architecture used by the Jira platform.
Which statement accurately describes the relationship between Request Types and Issue Types?
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Correct answer: C
Request types provide a user-friendly naming convention and categorization for customers in the portal (e.g., 'I need a new laptop'). Behind the scenes, each request type maps to an Issue Type (e.g., 'Service Request'), which determines the workflow, fields, and behavior of the ticket in Jira.
- 3
To collect structured data from customers efficiently, Jira Service Management utilizes a specific feature that appears as a distinct section on a ticket, often containing elements like a 'Risk Questionnaire' with an 'Open customer edits' action.
Which TWO statements are true regarding this specific structured data feature? (Select TWO)
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Correct answer: A, B
The official terminology in JSM for the feature that collects structured data (such as a Risk Questionnaire) is 'Forms'. Forms allow agents and customers to input, edit, and view structured data directly on the issue view.
Forms in JSM are dynamic; agents can use actions like 'Open customer edits' to allow customers to update their responses even after the initial ticket creation.
- 4
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?
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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.
- 5
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?
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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.
- 6
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?
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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.
