What is the purpose of customizing request types in a service project?

To define the fields and workflow for different types of customer requests

To change the project's color scheme

To set up email notifications for agents

An agent wants to prioritize their work by seeing tickets that are close to breaching their SLA at the top of their queue. What should the agent do?

Change the SLA settings to prioritize their queue

Use the 'All unresolved' queue and manually sort by priority

Sort the queue by 'SLA due date'

Create a new request type for urgent tickets

An agent wants to see only tickets that are unassigned and in the 'Open' status. What is the most efficient way to do this?

Change the project's request type

Adjust personal notification preferences

Create a new queue with filters for status and assignee

What is the primary purpose of an SLA in Jira Service Management?

To define response and resolution time targets for tickets

To customize the customer portal's appearance

To control which agents can access a project

To manage agent notification preferences

Where does an agent typically find the list of tickets assigned to them in Jira Service Management?

In the 'Queues' view of the service project

Jira Service Management Agent Essentials (ACA-925)

Domain 1Objective 2

Manage Agent Settings and Access ACA-925 Practice Questions (Page 5)

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

31questions here

7free pages

8concepts

Questions 21–25

21foundation · medium
What is the purpose of customizing request types in a service project?
Select an answer first
22application · medium
An agent wants to prioritize their work by seeing tickets that are close to breaching their SLA at the top of their queue. What should the agent do?
Select an answer first
23foundation · medium
An agent wants to see only tickets that are unassigned and in the 'Open' status. What is the most efficient way to do this?
Select an answer first
24foundation · medium
What is the primary purpose of an SLA in Jira Service Management?
Select an answer first
25foundation · medium
Where does an agent typically find the list of tickets assigned to them in Jira Service Management?
Select an answer first

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