ACP ACP Atlassian Professional Jira Service Management 1 — Questions and Answers
Question 1: In Jira Service Management, what is a 'Service Project'?
- A project type configured to receive and manage customer requests via a portal or email (Correct answer)
- A Jira Software project linked to a customer account
- A Confluence space used to document service procedures
- A billing configuration for Atlassian cloud subscriptions
Correct answer: A project type configured to receive and manage customer requests via a portal or email
A Jira Service Management Service Project is a dedicated project type that provides a customer portal, email intake, queues, and SLA tracking specifically for IT or business service delivery.
Question 2: What is a 'Queue' in Jira Service Management?
- A saved, filtered list of issues assigned to agents for work prioritization (Correct answer)
- A customer-facing request form
- An SLA timer applied to high-priority tickets
- A Confluence page listing open service requests
Correct answer: A saved, filtered list of issues assigned to agents for work prioritization
Queues in Jira Service Management are saved JQL-based views that organize issues for agents, allowing teams to prioritize and pull work from filtered lists such as 'unassigned high-priority requests.'
Question 3: What does SLA stand for in Jira Service Management, and what does it track?
- Service Level Agreement; tracks time-based targets for responding to or resolving requests (Correct answer)
- Software License Agreement; tracks active user counts
- System Load Average; tracks server response times
- Service Log Audit; tracks agent activity history
Correct answer: Service Level Agreement; tracks time-based targets for responding to or resolving requests
An SLA (Service Level Agreement) in Jira Service Management defines time targets—like 'respond within 4 hours'—and tracks whether each issue is meeting, at risk of breaching, or has already breached those targets.
Question 4: In Jira Service Management, who can submit requests via the Customer Portal?
- Anyone designated as a 'Customer,' including external users who do not need a full Jira license (Correct answer)
- Only licensed Jira agents on the project team
- Only Jira administrators with project access
- Only users in the same Atlassian organization
Correct answer: Anyone designated as a 'Customer,' including external users who do not need a full Jira license
Customers in Jira Service Management can be internal or external users who interact with the service portal without requiring a paid Jira license, making it cost-effective for large user bases.
Question 5: What is the purpose of 'Request Types' in Jira Service Management?
- They define the forms and fields presented to customers for specific categories of service requests (Correct answer)
- They set the SLA targets for each ticket
- They assign requests to specific agents automatically
- They determine the Jira workflow applied to each issue
Correct answer: They define the forms and fields presented to customers for specific categories of service requests
Request Types in Jira Service Management configure the customer-facing portal forms, including which fields are shown, their labels, and help text, for different categories of requests like 'Report a Bug' or 'Request Hardware.'
Question 6: Which Jira Service Management feature allows the team to publish answers to common questions so customers can self-serve before submitting a ticket?
- Knowledge Base (linked Confluence space) (Correct answer)
- Queues
- SLA Calendars
- Approval Steps
Correct answer: Knowledge Base (linked Confluence space)
Jira Service Management integrates with Confluence to serve a Knowledge Base, surfacing relevant articles to customers as they type their request, enabling self-service deflection before a ticket is created.
ACP ACP Atlassian Professional Jira Service Management 1
In Jira Service Management, what is a 'Service Project'?