A team wants to have a shared view of all tickets that are waiting on customer input, so any agent can pick them up and follow up. What should the team do?

Create a queue with a filter for 'Waiting for customer' status

Each agent creates a personal filter for their own tickets

Set up an email notification for all agents

Use the 'My open tickets' queue

A support manager wants to be notified when any ticket in the project breaches its resolution SLA, but does not want to be assigned to every ticket. What should the manager do?

Set up an SLA notification to email the manager on breach

Change the manager's personal notification preferences

Add the manager as a watcher on all tickets

Create a queue that shows breached tickets

An agent prefers to work in Spanish and wants the interface to display in that language. They also want to receive a daily summary of their open tickets instead of individual emails. What should the agent do?

Use a browser translation extension

Update personal preferences for language and notification summary

Ask the admin to change the default language for all users

Change the language in the project settings

Jira Service Management Agent Essentials (ACA-925)

Domain 1Objective 2

Manage Agent Settings and Access ACA-925 Practice Questions (Page 1)

Part of the Navigation, Settings and Access domain, which makes up ~23% of our current practice bank.

31questions here

7free pages

8concepts

Questions 1–5

1application · medium
A team wants to have a shared view of all tickets that are waiting on customer input, so any agent can pick them up and follow up. What should the team do?
Select an answer first
2foundation · medium
An agent wants to receive email notifications only when they are mentioned in a comment. Which personal preference should they adjust?
Select an answer first
3foundation · medium
Which personal preference would an agent change to see ticket timestamps in their local time?
Select an answer first
4application · medium
A support manager wants to be notified when any ticket in the project breaches its resolution SLA, but does not want to be assigned to every ticket. What should the manager do?
Select an answer first
5application · medium
An agent prefers to work in Spanish and wants the interface to display in that language. They also want to receive a daily summary of their open tickets instead of individual emails. What should the agent do?
Select an answer first

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Manage Agent Settings and Access ACA-925 Practice Questions (Page 1)

Questions 1–5

A team wants to have a shared view of all tickets that are waiting on customer input, so any agent can pick them up and follow up. What should the team do?

An agent wants to receive email notifications only when they are mentioned in a comment. Which personal preference should they adjust?

Which personal preference would an agent change to see ticket timestamps in their local time?

A support manager wants to be notified when any ticket in the project breaches its resolution SLA, but does not want to be assigned to every ticket. What should the manager do?

An agent prefers to work in Spanish and wants the interface to display in that language. They also want to receive a daily summary of their open tickets instead of individual emails. What should the agent do?

Keep studying — Navigation, Settings and Access