ATLASSIANJira Service Management Agent Essentials (ACA-925)
The Jira Service Management Agent Essentials certification validates the skills agents need to work effectively in Jira Service Management. It covers ticket management, queues, SLAs, search, reports, and advanced features like automations and notifications. This certification is for service desk agents and support professionals who want to demonstrate their ability to resolve requests efficiently and deliver great customer service.
242 practice questions · Updated 2026-07-30
5Domains
10Objectives
63Concepts
242Questions
ACA-925 Curriculum
Every domain, objective, and concept the ACA-925 exam measures.
- Agent settings overview
- Managing personal preferences
- Accessing and using agent queues
- Setting up email notifications
- Managing request types and fields
- Handling permissions and roles
- Using collaboration tools
- Configuring SLA and escalation settings
- Ticket Lifecycle
- Creating Tickets
- Viewing and Searching Tickets
- Updating Tickets
- Managing Ticket Assignments
- Prioritizing and Categorizing Tickets
- Resolving and Closing Tickets
- Linking and Relating Tickets
- Using SLA and Escalation
- Track incident reports
- Queue fundamentals
- Creating queues
- Editing queues
- Deleting queues
- Queue columns and sorting
- Queue filters and JQL
- Queue permissions and visibility
- Queue organization and best practices
- SLA Definition
- SLA Configuration
- SLA Application
- SLA Monitoring
- SLA Reporting
- Understanding the Knowledge Base
- Creating Knowledge Base Articles
- Linking Articles to Request Types
- Publishing and Managing Articles
- Using Articles for Self-Service
- Self-service portal configuration
- Knowledge base article visibility
- Request type availability
- Customer permissions and access
- Self-service portal customization
- Promoting self-service usage
- Automation rule basics
- Creating automation rules
- Triggers and conditions
- Actions and branching
- Testing and enabling rules
- Managing and auditing rules
- Atlassian Intelligence overview
- AI-powered search and discovery
- AI-assisted issue summarization
- AI-driven response suggestions
- AI for knowledge base article generation
- AI in automation rules
- AI governance and data privacy
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Percentages reflect share of the current practice bank, not official exam weightings — no structured per-skill weight is published for ACA-925, so none is invented.