A support manager wants to create a view that shows all tickets that are currently breaching their SLA, sorted by the time remaining until breach, with the most urgent at the top. Which approach should you use?

Use the 'Search' function to find tickets with 'SLA breached' and manually sort them.

Create a queue with a JQL filter for 'SLA breached' and sort by 'Time to breach'.

Create a dashboard with a gadget that shows all tickets in the project, sorted by priority.

Create a board with a quick filter for 'SLA breached' and sort by 'Last updated'.

What is the correct way to close a ticket in Jira Service Management?

Delete the ticket from the project

Remove the assignee from the ticket

Set the status to 'Closed' after the ticket is resolved and the customer is satisfied

A user calls the service desk because they cannot submit a request through the portal. They describe the issue, and you need to create a ticket on their behalf. What is the minimum information you need to create the ticket?

The user's name, a summary, and a description of the issue.

The user's email address, the ticket type, and the priority.

The user's phone number, the affected service, and the SLA.

The user's department, the asset tag, and the due date.

What is the primary purpose of a queue in Jira Service Management?

To assign tickets to specific agents

To send automated responses to customers

To provide a filtered view of tickets that meet specific criteria

To store tickets that have been resolved and closed

How can an agent add a comment to a ticket in Jira Service Management?

By opening the ticket and using the comment box at the bottom of the ticket view

By editing the ticket's description field

By sending an email to the customer

Jira Service Management Agent Essentials (ACA-925)

Domain 2Objective 1

Manage Tickets ACA-925 Practice Questions (Page 5)

Part of the Ticket Management domain, which makes up ~19% of our current practice bank.

31questions here

7free pages

9concepts

Questions 21–25

21expert · hard
A support manager wants to create a view that shows all tickets that are currently breaching their SLA, sorted by the time remaining until breach, with the most urgent at the top. Which approach should you use?
Select an answer first
22foundation · easy
What is the correct way to close a ticket in Jira Service Management?
Select an answer first
23application · medium
A user calls the service desk because they cannot submit a request through the portal. They describe the issue, and you need to create a ticket on their behalf. What is the minimum information you need to create the ticket?
Select an answer first
24foundation · easy
What is the primary purpose of a queue in Jira Service Management?
Select an answer first
25foundation · easy
How can an agent add a comment to a ticket in Jira Service Management?
Select an answer first

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