An agent is managing a knowledge base article that is frequently viewed by customers. The agent needs to make a minor correction to a typo in the article. What is the most efficient way to make this change?

Save the article as a draft and wait for a review before publishing.

Delete the article and recreate it with the correct text.

Archive the article and create a new one with the correction.

Edit the article directly and publish the change immediately.

A service desk is planning to implement a knowledge base for the first time. The team wants to ensure that customers can easily find answers to common questions. What is the most important factor to consider when setting up the knowledge base?

Making the knowledge base accessible only to agents to ensure accuracy.

Using a separate system for the knowledge base to avoid cluttering the service desk.

Ensuring articles are well-written, organized, and linked to relevant request types.

Creating as many articles as possible to cover every potential issue.

How do customers typically access knowledge base articles for self-service?

Through the customer portal's help center

By requesting access from an agent via email

By downloading a PDF from the admin console

Through a direct link sent in every ticket notification

What is the primary purpose of the knowledge base in Jira Service Management?

To automatically resolve all customer issues without human intervention

To provide customers with self-service access to helpful articles and reduce ticket volume

To store internal documentation for IT administrators only

To serve as a backup repository for deleted tickets

A service desk manager is concerned that customers are not using the knowledge base effectively, leading to an increase in tickets. The manager wants to improve self-service adoption. The team has a mix of well-written articles, but they are not always linked to the correct request types. What is the most effective first step for the agent to recommend?

Create more articles on a wider range of topics to increase the knowledge base's coverage.

Audit existing articles to ensure they are linked to the appropriate request types and are easy to find in the portal.

Review the articles' content to ensure they are written in a clear and concise manner.

Encourage customers to use the search bar more often by adding a banner to the portal.

Jira Service Management Agent Essentials (ACA-925)

Domain 4Objective 1

Provide Articles from the Knowledge Base ACA-925 Practice Questions (Page 2)

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

23questions here

5free pages

5concepts

Questions 6–10

6expert · medium
An agent is managing a knowledge base article that is frequently viewed by customers. The agent needs to make a minor correction to a typo in the article. What is the most efficient way to make this change?
Select an answer first
7expert · hard
A service desk is planning to implement a knowledge base for the first time. The team wants to ensure that customers can easily find answers to common questions. What is the most important factor to consider when setting up the knowledge base?
Select an answer first
8foundation · easy
How do customers typically access knowledge base articles for self-service?
Select an answer first
9foundation · easy
What is the primary purpose of the knowledge base in Jira Service Management?
Select an answer first
10expert · hard
A service desk manager is concerned that customers are not using the knowledge base effectively, leading to an increase in tickets. The manager wants to improve self-service adoption. The team has a mix of well-written articles, but they are not always linked to the correct request types. What is the most effective first step for the agent to recommend?
Select an answer first

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