What is the benefit of using shared views (e.g., shared queues) among agents?

They allow all agents to see the same set of tickets

They change the project's permission scheme

They automatically resolve tickets

A support team wants to ensure that high-priority tickets are responded to within 2 hours and resolved within 8 hours. They also want to automatically notify the team when a ticket is about to breach the response target. What should the team configure?

A personal notification preference to email the agent

A request type with a custom field for priority

An SLA with response and resolution goals and a notification for approaching breach

A queue with a filter for high-priority tickets

A new agent can view tickets in the service project but cannot transition them to 'In Progress' or 'Done'. Other agents on the same team can. What is the most likely reason?

The agent's role lacks the 'Transition issues' permission

The agent's personal notification settings are blocking updates

The agent is not assigned to any queue

The agent's time zone is set incorrectly

Two agents are working on the same ticket and want to see each other's comments in real time without sending emails to the customer. What should they do?

Add each other as watchers on the ticket

Send each other direct messages in a chat tool

Use internal notes instead of public comments

Create a subtask for each agent

Jira Service Management Agent Essentials (ACA-925)

Domain 1Objective 2

Manage Agent Settings and Access ACA-925 Practice Questions (Page 4)

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

31questions here

7free pages

8concepts

Questions 16–20

16foundation · medium
What is the benefit of using shared views (e.g., shared queues) among agents?
Select an answer first
17application · medium
A support team wants to ensure that high-priority tickets are responded to within 2 hours and resolved within 8 hours. They also want to automatically notify the team when a ticket is about to breach the response target. What should the team configure?
Select an answer first
18application · medium
A new agent can view tickets in the service project but cannot transition them to 'In Progress' or 'Done'. Other agents on the same team can. What is the most likely reason?
Select an answer first
19foundation · medium
Who can typically customize request types and fields in a Jira Service Management project?
Select an answer first
20application · medium
Two agents are working on the same ticket and want to see each other's comments in real time without sending emails to the customer. What should they do?
Select an answer first

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