An agent wants to see the oldest open requests first in a queue. The queue currently shows issues sorted by 'Created' descending. What should the agent do?

Create a new queue with a different column layout.

Edit the queue's JQL to add 'ORDER BY Created ASC'.

Click the 'Created' column header to toggle the sort order to ascending.

Change the queue's columns to include 'Created' and then save the queue.

An agent is about to delete a queue that they created for a temporary project. What should the agent consider before deleting the queue?

Only the agent who created the queue can delete it.

The queue will be permanently removed and cannot be restored, so the agent should ensure no other agents rely on it.

The issues in the queue will be moved to the project's default queue.

The queue can be restored from the recycle bin within 30 days.

A service desk manager wants to create a set of queues that help agents manage their daily workflow. Which combination of queues best follows best practices?

A single queue that shows all issues in the project.

Queues named 'Unassigned', 'High Priority', and 'Waiting on Customer'.

Queues named after individual agents, such as 'Alice's Queue' and 'Bob's Queue'.

Queues named 'Queue 1', 'Queue 2', and 'Queue 3'.

What is the purpose of customizing the columns in a queue?

To set permissions for who can view the queue

To change which issues appear in the queue

To define the workflow steps for issues in the queue

To control which fields are visible for each issue in the queue

How can an agent sort issues within a queue to improve visibility?

By editing the queue's JQL query to add an ORDER BY clause

By modifying the issue's priority field

By deleting and recreating the queue

By changing the project's workflow

Jira Service Management Agent Essentials (ACA-925)

Domain 3Objective 1

Work with Queues ACA-925 Practice Questions (Page 2)

Part of the Queues and SLAs domain, which makes up ~19% of our current practice bank.

27questions here

6free pages

8concepts

Questions 6–10

6application · medium
An agent wants to see the oldest open requests first in a queue. The queue currently shows issues sorted by 'Created' descending. What should the agent do?
Select an answer first
7application · medium
An agent is about to delete a queue that they created for a temporary project. What should the agent consider before deleting the queue?
Select an answer first
8application · medium
A service desk manager wants to create a set of queues that help agents manage their daily workflow. Which combination of queues best follows best practices?
Select an answer first
9foundation · easy
What is the purpose of customizing the columns in a queue?
Select an answer first
10foundation · easy
How can an agent sort issues within a queue to improve visibility?
Select an answer first

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