ACP ACP Atlassian Professional Jira Service Management

Question 1

In Jira Service Management, what is a 'Service Project'?

Accepted Answer

A project type configured to receive and manage customer requests via a portal or email

Answer

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?

Accepted Answer

A saved, filtered list of issues assigned to agents for work prioritization

Answer

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?

Accepted Answer

Service Level Agreement; tracks time-based targets for responding to or resolving requests

Answer

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?

Accepted Answer

Anyone designated as a 'Customer,' including external users who do not need a full Jira license

Answer

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?

Accepted Answer

They define the forms and fields presented to customers for specific categories of service requests

Answer

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.'

(ACP) Atlassian Certified Professional Practice Test

(ACP) Atlassian Certified Professional Practice Test

ACP ACP Atlassian Professional Jira Service Management