Jira Service Management Agent Essentials (ACA-925)
Domain 4Objective 2
Support Customer Self-Service ACA-925 Practice Questions (Page 2)
Part of the Knowledge Base and Self-Service domain, which makes up ~18% of our current practice bank.
21questions here
5free pages
6concepts
Questions 6–10
- 6
A company has a knowledge base with articles in multiple categories. They want customers to see only articles from the 'Public' category in the portal, while internal articles in 'Internal' category should remain hidden. What should an agent do?
Select an answer first - 7
In Jira Service Management, which role is typically required for a user to access the self-service portal and submit requests?
Select an answer first - 8
A support team has published a knowledge base article with troubleshooting steps for a common issue. Customers report they cannot find the article when searching the self-service portal, even though it appears in the agent's knowledge base view. The article is in a category that is linked to the portal. What is the most likely reason customers cannot see it?
Select an answer first - 9
A support team wants to reduce the number of tickets for common issues. They have knowledge base articles for these issues, but customers are not using them. The team has already added a 'Suggested articles' section to the request forms. However, the number of tickets has not decreased. What is the most likely reason?
Select an answer first - 10
What must be done to a knowledge base article so that customers can find it when searching the self-service portal?
Select an answer first
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