ACP ACP Atlassian Professional Jira Service Management 2 — Questions and Answers
Question 1: In Jira Service Management, what is an 'Approval' step in a workflow?
- A workflow transition that pauses issue progress until a designated approver accepts or rejects the request (Correct answer)
- An automated rule that closes tickets after SLA breach
- A customer confirmation that their request was resolved satisfactorily
- An admin review step before agents can be assigned to a project
Correct answer: A workflow transition that pauses issue progress until a designated approver accepts or rejects the request
Approval steps in Jira Service Management workflows pause the issue in a specific status and notify designated approvers, who must approve or decline before the issue can transition forward.
Question 2: What is the role of 'Automation Rules' in Jira Service Management?
- They trigger automatic actions—like assigning, notifying, or transitioning issues—based on defined events and conditions (Correct answer)
- They enforce mandatory field completion before a ticket can be submitted
- They calculate SLA breach times and send alerts
- They restrict which request types customers can submit
Correct answer: They trigger automatic actions—like assigning, notifying, or transitioning issues—based on defined events and conditions
Automation Rules in Jira Service Management allow teams to configure no-code if-this-then-that logic to automate repetitive tasks such as auto-assigning tickets by category or notifying managers on SLA breach.
Question 3: What is an 'Escalation Rule' in Jira Service Management SLA configuration?
- A rule that triggers an action—like reassigning or notifying—when an SLA is approaching breach (Correct answer)
- A rule that increases ticket priority based on customer tier
- A workflow that moves tickets to a senior agent queue
- A billing rule that flags overdue service contracts
Correct answer: A rule that triggers an action—like reassigning or notifying—when an SLA is approaching breach
SLA escalation rules in Jira Service Management fire automation actions when a ticket reaches a defined threshold of its SLA target, such as 80% elapsed time, to alert agents or reassign the issue before breach.
Question 4: In Jira Service Management, what is the difference between an 'Agent' and a 'Customer'?
- Agents are licensed users who work on and resolve requests; Customers are unlicensed end users who submit requests (Correct answer)
- Agents manage billing; Customers manage technical requests
- Agents have read-only access; Customers can edit issues
- Agents are external contractors; Customers are internal employees only
Correct answer: Agents are licensed users who work on and resolve requests; Customers are unlicensed end users who submit requests
Agents in Jira Service Management are licensed team members who view queues, update issues, and communicate with customers, while Customers are unlicensed users limited to submitting and tracking their own requests via the portal.
Question 5: Which Jira Service Management feature helps track assets like laptops or servers linked to service requests?
- Assets (formerly Insight) (Correct answer)
- Component Management
- Confluence Equipment Pages
- Issue Attachments
Correct answer: Assets (formerly Insight)
Assets (formerly Insight) is a Jira Service Management feature that provides a CMDB (Configuration Management Database) for tracking IT assets and linking them to service requests for impact analysis.
Question 6: What does the 'CSAT' feature measure in Jira Service Management?
- Customer satisfaction by sending a post-resolution survey to request reporters (Correct answer)
- Agent performance based on SLA compliance rates
- System uptime percentage for monitored services
- Change Advisory Board approval rates
Correct answer: Customer satisfaction by sending a post-resolution survey to request reporters
CSAT (Customer Satisfaction) surveys in Jira Service Management are automatically sent to customers after a request is resolved, asking them to rate their experience, providing teams with qualitative feedback data.
ACP ACP Atlassian Professional Jira Service Management 2
In Jira Service Management, what is an 'Approval' step in a workflow?