An agent is creating a new knowledge base article about 'VPN Connection Issues'. The agent wants to make sure the article is useful and easy to follow for customers. What is the most important element to include in the article's body?

A detailed explanation of how VPN technology works.

A clear, step-by-step troubleshooting guide with numbered instructions.

A list of all possible error codes that might occur.

A link to the IT department's contact page for further assistance.

An agent is creating a knowledge base article about 'How to Connect to Wi-Fi'. The agent wants to ensure the article is easily searchable. What should the agent include in the article to improve its searchability?

A link to the IT support team's contact page.

A list of all possible error messages related to Wi-Fi.

Relevant labels such as 'Wi-Fi', 'network', and 'connectivity'.

A detailed explanation of how Wi-Fi works.

A customer is looking for help with a 'Software Update' issue. They go to the customer portal and see a list of suggested articles. What is the most likely reason these specific articles are being suggested?

The articles are the most recently published in the knowledge base.

The articles have the most views from other customers.

The articles are linked to the 'Software Update' request type.

The articles are written by the most experienced agents.

Which statement best describes the structure of a knowledge base in Jira Service Management?

A single flat list of articles with no organization

A collection of articles organized into spaces and categories for easy navigation

A database of customer tickets with attached solutions

A set of FAQs embedded directly in the customer portal without any hierarchy

Jira Service Management Agent Essentials (ACA-925)

Domain 4Objective 1

Provide Articles from the Knowledge Base ACA-925 Practice Questions (Page 1)

Part of the Knowledge Base and Self-Service domain, which makes up ~18% of our current practice bank.

23questions here

5free pages

5concepts

Questions 1–5

1foundation · easy
When creating a new knowledge base article from scratch, which of the following is a required field?
Select an answer first
2application · easy
An agent is creating a new knowledge base article about 'VPN Connection Issues'. The agent wants to make sure the article is useful and easy to follow for customers. What is the most important element to include in the article's body?
Select an answer first
3application · easy
An agent is creating a knowledge base article about 'How to Connect to Wi-Fi'. The agent wants to ensure the article is easily searchable. What should the agent include in the article to improve its searchability?
Select an answer first
4application · easy
A customer is looking for help with a 'Software Update' issue. They go to the customer portal and see a list of suggested articles. What is the most likely reason these specific articles are being suggested?
Select an answer first
5foundation · easy
Which statement best describes the structure of a knowledge base in Jira Service Management?
Select an answer first

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