A senior agent can view all tickets in the project but cannot edit the 'Priority' field on any ticket. Junior agents on the same project can edit it. The senior agent's role is 'Service Desk Team' and the junior agents' role is 'Service Desk Team' as well. What is the most likely cause?

The senior agent's personal notification settings are blocking field edits

The senior agent's queue is filtered to hide the Priority field

The 'Edit Issues' permission is granted to the junior agents' role but not to the senior agent's role

The senior agent is not assigned to the ticket

An agent is working on a complex ticket and needs input from a colleague who is not assigned to the ticket. The agent wants to ask a quick question without creating a new ticket. What should the agent do?

Create a subtask and assign it to the colleague

Send the colleague an email with the ticket details

Mention the colleague in a comment on the ticket

Change the ticket's assignee to the colleague temporarily

An agent wants to stop receiving email notifications for every comment on a ticket they are watching. What should they do?

Delete the ticket from the queue

Change the notification settings in their personal preferences

Change the project's notification scheme

Jira Service Management Agent Essentials (ACA-925)

Domain 1Objective 2

Manage Agent Settings and Access ACA-925 Practice Questions (Page 6)

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

31questions here

7free pages

8concepts

Questions 26–30

26foundation · medium
Which collaboration feature allows an agent to draw a teammate's attention to a specific comment on a ticket?
Select an answer first
27expert · hard
A senior agent can view all tickets in the project but cannot edit the 'Priority' field on any ticket. Junior agents on the same project can edit it. The senior agent's role is 'Service Desk Team' and the junior agents' role is 'Service Desk Team' as well. What is the most likely cause?
Select an answer first
28application · medium
An agent is working on a complex ticket and needs input from a colleague who is not assigned to the ticket. The agent wants to ask a quick question without creating a new ticket. What should the agent do?
Select an answer first
29foundation · medium
An agent wants to stop receiving email notifications for every comment on a ticket they are watching. What should they do?
Select an answer first
30foundation · medium
Which setting controls whether an agent receives an email when a ticket is assigned to them?
Select an answer first

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Manage Agent Settings and Access ACA-925 Practice Questions (Page 6)

Questions 26–30

Which collaboration feature allows an agent to draw a teammate's attention to a specific comment on a ticket?

A senior agent can view all tickets in the project but cannot edit the 'Priority' field on any ticket. Junior agents on the same project can edit it. The senior agent's role is 'Service Desk Team' and the junior agents' role is 'Service Desk Team' as well. What is the most likely cause?

An agent is working on a complex ticket and needs input from a colleague who is not assigned to the ticket. The agent wants to ask a quick question without creating a new ticket. What should the agent do?

An agent wants to stop receiving email notifications for every comment on a ticket they are watching. What should they do?

Which setting controls whether an agent receives an email when a ticket is assigned to them?

Keep studying — Navigation, Settings and Access