What happens when an SLA is breached in Jira Service Management?

The ticket is deleted from the queue

The ticket is automatically resolved

An escalation rule can trigger notifications or change the ticket's priority

The customer is automatically refunded

What is the primary purpose of roles in Jira Service Management?

To define what actions users can perform in a project

To customize the look and feel of the service desk

A service desk team handles both internal IT requests and external customer issues. They want to collect different information depending on the request type, such as 'Department' for internal requests and 'Product Name' for external issues. What should the team do?

Add all fields to the single request type and make them optional

Create separate projects for each request type

Use the same request type but change fields based on the reporter

Customize request types with different fields for each

A service project has a request type 'Software Access' that currently shows a 'Department' field. The team wants to show a 'Manager Approval' field only for users in the Finance department, but not for others. What is the most efficient way to achieve this?

Create two separate request types, one for Finance and one for others, each with the appropriate fields

Add the 'Manager Approval' field to all request types and make it optional

Ask the admin to change the permission scheme to hide the field for non-Finance users

Use a conditional field in the request type form to show 'Manager Approval' based on the 'Department' field

Where in Jira Service Management would an agent typically go to adjust their personal notification preferences and time zone?

Personal settings (avatar menu) > Notifications

Admin > System > General configuration

Service project > Request types

Project settings > Notifications

Jira Service Management Agent Essentials (ACA-925)

Domain 1Objective 2

Manage Agent Settings and Access ACA-925 Practice Questions (Page 2)

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

31questions here

7free pages

8concepts

Questions 6–10

6foundation · medium
What happens when an SLA is breached in Jira Service Management?
Select an answer first
7foundation · medium
What is the primary purpose of roles in Jira Service Management?
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8application · medium
A service desk team handles both internal IT requests and external customer issues. They want to collect different information depending on the request type, such as 'Department' for internal requests and 'Product Name' for external issues. What should the team do?
Select an answer first
9expert · hard
A service project has a request type 'Software Access' that currently shows a 'Department' field. The team wants to show a 'Manager Approval' field only for users in the Finance department, but not for others. What is the most efficient way to achieve this?
Select an answer first
10foundation · medium
Where in Jira Service Management would an agent typically go to adjust their personal notification preferences and time zone?
Select an answer first

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