How can agents efficiently use the feature to share articles as comments with customers?
- A . By copying and pasting the URL
- B . By using the ‘Share as comment’ feature
- C . By emailing the link separately
- D . By asking customers to search the help center
What is the main benefit of grouping customers into organizations?
- A . Easier global permissions management
- B . It automatically assigns them to all projects
- C . Simplifies communication and management of permissions
- D . None; it’s merely for sorting purposes
Which of the following is not a part of managing project roles?
- A . Assigning users to roles
- B . Creating new roles at the project level
- C . Managing role permissions
- D . Setting up global permissions
What is a key difference between internal and external comments?
- A . Internal comments can be seen by all users
- B . External comments are visible only to project admins
- C . Internal comments are only visible to team members within your organization
- D . There is no difference
What is an effective strategy for setting up notifications for team members?
- A . Enable all notifications for transparency
- B . Customize notifications based on role and project involvement
- C . Disable all notifications to avoid distraction
- D . Only enable notifications for project leads
How can you create a new issue in a Jira Service Project?
- A . Right-click on the dashboard
- B . Use the ‘Create’ button on the top menu
- C . Send an email to the project admin
- D . All of the above
Categories help _______ articles in a way that makes them easier to find.
- A . hide
- B . delete
- C . organize
- D . duplicate
When might an administrator choose to unlink a Confluence space from a Jira service project?
- A . When the project is completed
- B . When the linked space is no longer relevant
- C . When there is too much traffic on the site
- D . All of the above
What is the main functionality provided by integrating Jira Service Management with Halp?
- A . Automated SLA tracking
- B . Creating tickets from Slack conversations
- C . Managing project resources
- D . Real-time customer feedback analysis
A portion of the permission scheme used by project HELP is shown:
Mike viewed and commented on issue HELP-5, but complained that he cannot see the SLA information. Others can.
What does Mike definitely need?
- A . Project Role (Administrators)
- B . Project Role (Users)
- C . Project Role (Service Desk Team)
- D . Project Role (Managers)
- E . Jira Service Management product access
To ensure users have the right access, _________ must be properly configured in Confluence.
- A . space settings
- B . project roles
- C . link settings
- D . access permissions
What happens when a customer changes their language setting in the portal?
- A . It changes the language for all users
- B . It only affects the user’s own view
- C . It resets the portal to default settings
- D . Language settings cannot be changed by customers
What is the purpose of configuring a report series in JSM?
- A . To create a sequence of reports with common data sources
- B . To schedule report generation
- C . To secure reports by role
- D . To integrate external data
What is the first step in configuring a new SLA in Jira?
- A . Determine the conditions for starting and stopping the SLA timer
- B . Create a new calendar for the SLA
- C . Set the SLA goals based on customer expectations
- D . Assign the SLA to specific request types
What is the benefit of grouping request types in the Customer Portal?
- A . Improves navigation and usability for customers
- B . Increases the portal’s loading speed
- C . Decreases the overall security
- D . Groups cannot be created in the Customer Portal
How do you assign a request from the queue to a team member?
- A . By dragging and dropping the request to the team member’s name
- B . It is automatically assigned by Jira
- C . By selecting the request and choosing ‘Assign’
- D . Requests cannot be assigned
How does integrating Jira with Slack benefit a service team?
- A . By providing a platform for social interactions
- B . By facilitating real-time collaboration and issue updates
- C . By automating code deployments
- D . By tracking time spent on issues
Where can translations be added and edited in Jira Service Management?
- A . Directly within each project
- B . In the system dashboard under general configurations
- C . Through external translation services
- D . Translations are not supported
What is a critical consideration when configuring dashboards for team use in JSM?
- A . Ensuring all team members have edit rights
- B . Customizing the dashboard for each team member
- C . Selecting gadgets that provide real-time data
- D . Including only default gadgets
Which two reports are included by default in Jira Service Management?
- A . Time to resolution
- B . Code deployment frequency
- C . Workload per agent
- D . Customer satisfaction
- E . Number of bugs reported
Why is it important to understand service limits in Jira automation?
- A . To avoid exceeding cost allocations
- B . To prevent rule failures due to overuse
- C . To ensure compliance with data policies
- D . To manage user expectations
Keywords are important because they help _______ articles in searches.
- A . ignore
- B . find
- C . block
- D . highlight
You plan to use a team-managed service project for your new IT Service Desk. In preparation, you will run training sessions for your team, who are experts in configuring company-managed service projects.
Which area of team-managed service project configuration requires no explanation?
- A . Permissions
- B . Workflows
- C . Approvals
- D . Customers
- E . Request-types
How are issue types linked to request types in a Jira Service Management project?
- A . Issue types can be directly mapped to multiple request types
- B . Each request type can only have one specific issue type
- C . Request types can be linked to any issue type at any time
- D . There is no direct link between issue types and request types
Where can you view the roles assigned to team members within a project?
- A . In the project’s ‘People’ section
- B . In the global settings
- C . On the user’s profile page
- D . In the issue navigator
Which option best describes how to set the project default language in Jira Service Management?
- A . It is determined by the server’s location.
- B . Set through the project settings under ‘Language Options’.
- C . Automatically syncs with the browser language of the admin.
- D . Project default language setting is not available.
How can customers set their preferred language in the Customer Portal?
- A . Through their user profile settings in the portal.
- B . Language preference is set by the system administrator.
- C . Customers need to request language changes via support.
- D . Customers cannot change language settings themselves.
What role can an external user have in Jira Service Management?
- A . Agent
- B . Jira Admin
- C . Reporter
- D . Project Admin
What role can an external user have in Jira Service Management?
- A . Agent
- B . Jira Admin
- C . Reporter
- D . Project Admin
What role can an external user have in Jira Service Management?
- A . Agent
- B . Jira Admin
- C . Reporter
- D . Project Admin
What role can an external user have in Jira Service Management?
- A . Agent
- B . Jira Admin
- C . Reporter
- D . Project Admin
What role can an external user have in Jira Service Management?
- A . Agent
- B . Jira Admin
- C . Reporter
- D . Project Admin
What role can an external user have in Jira Service Management?
- A . Agent
- B . Jira Admin
- C . Reporter
- D . Project Admin
change status ‘Escalated’ to ‘In Progress’ when viewed by Jira users who are not agents
How many requirements can be satisfied in the workflow and only by a Jira administrator?
- A . 1
- B . 2
- C . 3
- D . 4
- E . 5
Which feature must be utilized to create a custom report in JSM?
- A . Custom fields
- B . JQL queries
- C . Project roles
- D . Automation rules
How can an admin delete a request type in Jira Service Management?
- A . From the project settings under Request Types
- B . Directly from the issue navigator
- C . Deleting is not possible; it can only be disabled
- D . By contacting Atlassian support
Who can add watchers to an issue in Jira?
- A . Only the project admin
- B . Any user with the necessary permissions
- C . Only the issue reporter
- D . Watchers can only add themselves
What is the shortcut for creating a new issue in Jira?
- A . Ctrl + N
- B . Alt + C
- C . Shift + N
- D . None of the above
Which of the following is a focus of knowledge base reports in JSM?
- A . Page views
- B . Link clicks
- C . Feedback ratings
- D . All of the above
To find issues where the first response SLA was breached, use the JQL function _______.
- A . SLABreached("First Response")
- B . SLA("First Response") > 0
- C . SLAExceeded("First Response")
- D . SLADuration("First Response")
How do Jira admins configure language support for the Customer Portal?
- A . By installing new plugins
- B . Through the internationalization settings in Jira
- C . Language support is automatically managed by Jira
- D . By manually translating each page
Several service projects and knowledge bases in three cloud sites (acme, boxx, casa) are connected as shown.
Which additional connection can definitely be established by the project administrator?
- A . Option A
- B . Option B
- C . Option C
- D . Option D
You must embed a widget that allows your customers to raise requests and view knowledge base articles.
Your service project has the following configurations:
– Only logged-in users can raise a request.
– The request has a single select field to pick a product.
– Customers are able to attach screenshots.
– The knowledge base allows anyone to view articles.
Identify the necessary change to enable the use of the widget.
- A . The portal must be login-free.
- B . The single select field must be a text field instead.
- C . Attaching screenshots must be disabled.
- D . Knowledge base articles must be linked to the widget.
You connected a Knowledge Base to your service project and configured it as shown:
Which statement is true?
- A . Searching the Help Center page displays all relevant articles, regardless of labels.
- B . Filling out the ‘Get IT Help’ form shows only articles with the ‘external’ label.
- C . Searching the Customer portal returns only articles with one of the configured labels.
- D . Filling out the ‘Travel Requests’ form shows articles that have only a single label, ‘travel’.
You’ve added a new issue type to a project.
How do you ensure relevant stakeholders receive notifications about it?
- A . Update the project’s notification scheme to include the new issue type
- B . Create a new notification scheme for each new issue type
- C . No action needed; new issue types use the default scheme
- D . Send manual notifications for new issue types
Which is a correct method to add request participants?
- A . By the project admin only
- B . Through a preset option on the request form
- C . Customers can add participants themselves through the portal
- D . Through a preset option on the request form and Customers can add participants themselves through the portal
The ‘Time to Assign’ SLA has a goal of 15 minutes for all issues in your project. You must configure a queue that shows tickets within 5 minutes of breaching the SLA but which have not breached it yet. Identify the correct JQL.
- A . "Time to Assign" > elapsed("6m") AND "Time to Assign" = running()
- B . "Time to Assign" < remaining("5m") AND "Time to Assign" = running()
- C . "Time to Assign" < remaining("5m") AND "Time to Assign" != breached()
- D . "Time to Assign" = elapsed("6m") AND "Time to Assign" != breached()
- E . "Time to Assign" > remaining("5m") AND "Time to Assign" = running()
How is time logged on an issue in Jira?
- A . Automatically when the issue is created
- B . Manually, by entering the time spent on the issue details page
- C . By emailing the project manager
- D . Time cannot be logged in Jira
Which scenario is ideal for using an auto-close rule for incidents after 3 days of inactivity?
- A . When incidents require immediate follow-up
- B . When the team operates in multiple time zones
- C . When customer feedback is not necessary
- D . When resolving low-priority incidents that don’t need follow-up
What is the significance of setting a project lead in Jira?
- A . They have global admin rights
- B . They are the default assignee for unassigned issues
- C . They handle all external user queries
- D . They manage the project budget
You were asked to build a queue for tickets that meet the following criteria:
– created within the last week
– ‘Time to resolution’ SLA is breached or has 4 hours remaining or less
Select the correct JQL query.
- A . created >= -1w AND "Time to resolution" = remaining("4h")
- B . created >= -1w AND "Time to resolution" <= remaining("4h")
- C . created <= -1w AND "Time to resolution" <= remaining("4h")
- D . created >= -1w AND "Time to resolution" <= remaining("4h") AND "Time to resolution" != breached()"
Valerie is working in a project created from the ITSM project template. She created an incident using an issue type, rather than a request type. Predict two effects of her decision. Choose two.)
- A . The incident will not be shown in the default ‘Open incidents’ queue.
- B . The incident cannot be upgraded to a major incident.
- C . Request participants cannot be added to the incident.
- D . The incident will not be shown in the default ‘All open tickets’ queue.
Which action can be performed as a bulk operation in the issue navigator?
- A . Change assignees
- B . Delete all issues
- C . Clone issues
- D . A and C only
Your company is preparing to implement Jira Service Management and has a list of requirements for email support in their first service project, HRSM. All of the requirements can be satisfied except for one. Identify that one requirement.
- A . Allow customers to add anyone on the web as request participants when creating HRSM tickets through email.
- B . Configure the HRSM email request type with two hidden fields; Labels and Priority.
- C . Allow any email address from acme.com to create HRSM requests but block spam@fakeco.org.
- D . Allow customers to add error screenshots when creating HRSM tickets through email.
- E . Connect two custom email accounts for HRSM; one from Google and one from Microsoft.
What is the first step to update the workflow status of an issue from the queue?
- A . Select the issue
- B . Send an email to support
- C . Delete the issue and recreate it
- D . None of the above
Why would you add an article to multiple categories in a knowledge base?
- A . To confuse the reader
- B . To increase the article’s visibility
- C . To meet the system’s minimum requirements
- D . To use up extra storage
A company-managed service project has the two request types shown. Inge runs a bulk edit operation to change some issues from one request type to the other. When she views them on the customer portal, she discovers that their status changed.
Why did this happen?
- A . The request types have different workflows.
- B . The associated issue types have different workflows.
- C . The request types have different status names to show customers.
- D . The issue types have different issue security levels.
- E . The request types have different display names in the Visible fields section.
Which reporting tool is best for getting an overview of project health in JSM?
- A . Filter Results gadget
- B . Jira reports
- C . External SQL queries
- D . Custom API integrations
Where can you view all customers associated with an organization?
- A . In the project settings
- B . On the organization’s page in Jira
- C . In the global settings
- D . Customers cannot be viewed by organization
Your team dashboard has the ‘Service project report’ gadget that displays the SLA success rate for two SLAs: ‘Time to first response’ and ‘Time to resolution’. You need the gadget to display another SLA: ‘Time to close after resolution’.
What action is required to display it?
- A . Replace the gadget with the ‘Filter counts’ gadget
- B . Configure the gadget to change the date range
- C . Configure the gadget to auto refresh
- D . Add a third series to the ‘SLA success rate’ report
What is a benefit of using smart values to manipulate lists in Jira automation rules?
- A . Creating bulk user accounts
- B . Automatically updating multiple issues at once
- C . Scheduling reports
- D . Encrypting sensitive data
Up to now, your service projects were used by internal employees only. Everyone, including both agents and internal customers, received only standard Jira notifications when issue events occurred.
Now, external customers will begin using the projects. You want them to receive only Jira Service Management notifications and only when their requests are resolved.
Identify the two configurations that must be changed to meet the requirement? Choose two.)
- A . notification schemes
- B . System User Default Settings
- C . project customer notifications
- D . personal settings
- E . global Jira Service Management configuration
Your site and service project are set to English as the default language, but you are beginning to add Polish translations.
Which statement is true about the Polish translations?
- A . Polish translations will be visible to logged-in Polish customers automatically.
- B . Polish translations must be set as ‘visible to customers’ before customers see them.
- C . Anonymous users will never see any Polish translations.
- D . All Polish translations must be completed before any of them are visible to customers.
What benefit does using the @ mention feature provide in a collaborative environment?
- A . Increases email traffic
- B . Reduces the need for meetings
- C . Ensures privacy of communications
- D . Enhances real-time collaboration
Which component is necessary when configuring a custom rule to act based on specific issue updates?
- A . Trigger
- B . Condition
- C . Action
- D . All of the above
Your Customer Satisfaction (CSAT) scores are based on a ‘Support Level’ custom field, with three values:
Platinum Support, Silver Elite, Standard. Review the custom report below.
Based only on the above, which statement is true?
- A . Scores are lowest for Standard for this time period.
- B . More Platinum Support customers responded to the CSAT survey.
- C . Standard customers had the lowest scores in any time period.
- D . Every response from Silver Elite customers had a 3-star rating during this time period.
- E . The scores in this report represent only one request type.
What is required to manage users and groups at the site level in Jira?
- A . Jira Admin permissions
- B . Project Admin permissions
- C . Global permissions
- D . Collaborator permissions
You need to configure the ‘Time to assign’ SLA with the following requirements:
– Severity 1 issues should be assigned within 4 hours on a 24/7 calendar.
– Severity 2 issues should be assigned within 4 hours during business hours.
– Regardless of Severity, issues with a Standard Support Level should not be measured against this SLA.
– Everything else should be assigned within 48 hours during business hours.
The current configuration is shown:
What do you need to change to meet all requirements?
- A . Add and configure another goal.
- B . Change the order of at least one goal.
- C . Update the calendar of an existing goal.
- D . Update the JQL statement of an existing goal.
How is the default language set for the Customer Portal?
- A . It matches the default language of the main Jira instance
- B . Each customer can set their own default language
- C . Set in the project’s language settings
- D . The default language is always English
Which method is used to disable service project notifications for all internal users within a specific project?
- A . Adjust the global permission scheme
- B . Modify the project’s notification scheme to exclude internal roles
- C . Turn off all notifications in system settings
- D . Internal notifications cannot be disabled
What is necessary to configure email request types in Jira Service Management?
- A . Custom email server
- B . Default Jira notification scheme
- C . Specific email request type configuration
- D . Enhanced security settings for email
What is the main goal of ticket deflection in the context of a knowledge base?
- A . To reduce the number of tickets by providing self-help resources
- B . To deflect blame for issues
- C . To route tickets to external agents
- D . To increase ticket response times
Under what circumstances might an admin stop supporting a particular language?
- A . If the language is no longer widely used
- B . Due to technical issues with translation accuracy
- C . If it is no longer legally required
- D . All of the above
What must be done to add a collaborator to a project?
- A . The collaborator must request access themselves
- B . Added by a project or Jira admin
- C . Automatically added by Jira based on their activity
- D . None of the above
What should be done if a customer reports not receiving notifications?
- A . Check if the customer’s email is correctly listed in their profile
- B . Verify that the issue they are associated with is still active
- C . Ensure that the notification scheme includes the customer for the relevant events
- D . All of the above