A company wants to customize their Jira Service Management portal to match their brand colors and logo, and also wants to highlight the most common request types on the home page. What should an agent do?

Ask a developer to create a custom portal using the Jira REST API.

Edit the HTML of the portal to change the branding and layout.

Use the portal settings to change the logo and colors, and then add a 'Popular requests' section to the home page.

Create a new portal theme and apply it to the project.

A company uses Jira Service Management for IT support. They have a request type 'Software License Request' that should only be available to customers in the 'Engineering' group. Other request types should be available to all customers. How can an agent ensure that only Engineering customers see and can submit this request type?

Set the project's 'Customer permissions' to only Engineering.

Add a condition to the request type's workflow to block non-Engineering customers.

Create a new portal group for Engineering and move the request type to that group.

Edit the request type and set its 'Customer permissions' to include only the Engineering group.

A support team notices that customers are submitting tickets for common issues that are already covered by knowledge base articles. They want to encourage customers to use self-service before submitting a ticket. What is the most effective way to do this?

Remove the request types for common issues so customers are forced to search the portal.

Create a new portal group called 'Self-Service' and add articles to it.

Send an email to all customers asking them to search the portal before submitting a ticket.

Add a 'Suggested articles' section to the request forms that shows relevant knowledge base articles based on the request type.

A company has a Jira Service Management portal that is used by both internal employees and external customers. They want internal employees to see additional knowledge base articles that external customers cannot see. What is the best way to achieve this?

Create a customer group for external customers and set the article permissions to allow only that group to see the public articles, while internal articles are visible to agents.

Add internal employees to a special 'Internal' group and give them a different URL.

Use the portal's 'Access' setting to restrict external customers from seeing certain articles.

Create a separate portal for internal employees and link it to the same project.

In Jira Service Management, which configuration step is required for customers to see knowledge base articles and request types in the self-service portal?

Assign the 'Service Desk Team' role to all customers so they can access the portal.

Enable the 'Public Signup' option to allow anyone to view the portal without authentication.

Create a separate portal for each customer and manually add them as portal users.

Enable the portal for the project and publish the relevant knowledge base articles and request types to it.

Jira Service Management Agent Essentials (ACA-925)

Domain 4Objective 2

Support Customer Self-Service ACA-925 Practice Questions (Page 1)

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

21questions here

5free pages

6concepts

Questions 1–5

1application · medium
A company wants to customize their Jira Service Management portal to match their brand colors and logo, and also wants to highlight the most common request types on the home page. What should an agent do?
Select an answer first
2application · medium
A company uses Jira Service Management for IT support. They have a request type 'Software License Request' that should only be available to customers in the 'Engineering' group. Other request types should be available to all customers. How can an agent ensure that only Engineering customers see and can submit this request type?
Select an answer first
3application · medium
A support team notices that customers are submitting tickets for common issues that are already covered by knowledge base articles. They want to encourage customers to use self-service before submitting a ticket. What is the most effective way to do this?
Select an answer first
4application · medium
A company has a Jira Service Management portal that is used by both internal employees and external customers. They want internal employees to see additional knowledge base articles that external customers cannot see. What is the best way to achieve this?
Select an answer first
5foundation · easy
In Jira Service Management, which configuration step is required for customers to see knowledge base articles and request types in the self-service portal?
Select an answer first

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