A support team wants to reduce the number of simple tickets by encouraging customers to use the knowledge base. They have a set of articles that solve common issues. What is the most effective way to promote these articles in the portal?

Create a new request type called 'Knowledge Base' and link articles to it.

Add a 'Helpful articles' section to the portal home page that displays the most popular articles.

Send a monthly newsletter to customers with links to the articles.

Change the portal's theme to make articles more prominent.

Where does a Jira Service Management agent configure which request types appear on the customer self-service portal?

In the project's 'Request types' settings, by making the request types visible on the portal.

In the 'Customer permissions' section of the project settings.

In the global 'Portal settings' under 'General configuration'.

In the 'Knowledge base' settings of the project.

Which element of the self-service portal can be customized to reflect an organization's branding?

The underlying database schema.

The portal's logo and color scheme.

The agent's notification preferences.

How does a Jira Service Management agent make a request type available to customers on the self-service portal?

By changing the request type's 'Issue type' to 'Service Request'.

By creating a new project and adding the request type to that project.

By sending an email invitation to all customers with the request type link.

By setting the request type to 'Visible on portal' in the project's request type settings.

What is a common way to promote self-service usage among customers in Jira Service Management?

Removing knowledge base articles from the portal.

Disabling the portal search function.

Adding a 'Help Center' link in email signatures and communications.

Requiring customers to log in every time they visit the portal.

Jira Service Management Agent Essentials (ACA-925)

Domain 4Objective 2

Support Customer Self-Service ACA-925 Practice Questions (Page 4)

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

21questions here

5free pages

6concepts

Questions 16–20

16application · medium
A support team wants to reduce the number of simple tickets by encouraging customers to use the knowledge base. They have a set of articles that solve common issues. What is the most effective way to promote these articles in the portal?
Select an answer first
17foundation · easy
Where does a Jira Service Management agent configure which request types appear on the customer self-service portal?
Select an answer first
18foundation · easy
Which element of the self-service portal can be customized to reflect an organization's branding?
Select an answer first
19foundation · easy
How does a Jira Service Management agent make a request type available to customers on the self-service portal?
Select an answer first
20foundation · easy
What is a common way to promote self-service usage among customers in Jira Service Management?
Select an answer first

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