Apply Atlassian Intelligence to Boost Productivity ACA-925 Practice Questions (Page 1)

Questions 1–5

1. 1application · medium

   A service desk agent receives a new ticket from a customer who references an incident from three months ago. The agent needs to quickly find that old ticket and understand its resolution without manually scanning through dozens of search results. The company has enabled Atlassian Intelligence features. What should the agent do first?

   • ARun a JQL query using exact keywords from the old ticket's title, then open each result to read the full description.
   • BOpen the customer's profile and manually browse through all their past tickets until the incident is found.
   • CCreate a new ticket and link it to the customer's organization, then ask the customer to provide the old ticket number.
   • DUse the global search bar and type a natural-language query describing the incident, then use the AI-generated summary of the top result.
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   What is a typical use case for incorporating Atlassian Intelligence into an automation rule?

   • AAutomatically generating a summary of an issue when it is moved to a specific status
   • BAutomatically changing the issue type based on the customer's name
   • CAutomatically sending a survey to every customer after each ticket is created
   • DAutomatically deleting all customer comments from a ticket
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4. 3expert · hard

   A service desk manager wants to use Atlassian Intelligence to reduce the time agents spend on repetitive tasks. The manager is considering three approaches: using AI to generate knowledge base articles, using AI in automation rules to categorize tickets, and using AI-suggested responses. The manager has a limited budget and wants to prioritize the approach that will have the most immediate impact on reducing agent workload. Which approach should the manager prioritize?

   • AGenerate knowledge base articles to reduce ticket volume over time.
   • BAll three approaches are equally effective, so the manager should implement all of them.
   • CUse AI in automation rules to categorize tickets automatically.
   • DImplement AI-suggested responses for common customer inquiries.
   Reveal Solution Discussion Select an answer first
5. 4application · easy

   A new service desk agent is overwhelmed by the number of tickets and needs to quickly understand the context of a complex issue with a long conversation history. Atlassian Intelligence is available. What should the agent do?

   • AUse the AI summarization feature to generate a concise summary of the issue and conversation.
   • BAsk a colleague to explain the issue in a meeting.
   • CSearch the web for similar issues.
   • DRead the entire conversation history from the beginning to the end.
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A support agent is handling a high volume of similar password-reset requests. The agent wants to respond faster while maintaining a personal touch. Atlassian Intelligence is enabled. What should the agent do?

   • AUse the AI-suggested response feature to generate a draft reply, then review and personalize it before sending.
   • BCopy a previous reply from a similar ticket and send it without changes.
   • CWrite a completely new response from scratch for each ticket.
   • DCreate a new automation rule that automatically sends a generic response to every ticket.
   Reveal Solution Discussion Select an answer first