ACA-925 Sample Questions & Answers
Working tickets and knowledge-base articles as an agent carries the biggest share, ahead of queues, SLAs and search, notifications and automation rules, basic navigation and portal access, and advanced features like assets and the virtual agent.
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- Question 1IntermediateSelect 2
Navigation, Settings, and Access · Customer Portal and Access
Which TWO of the following actions can a customer perform directly from the Customer Portal interface? (Select TWO)
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Correct answers: B, E
Customers can customize their request list in the portal by choosing which columns are displayed, giving them better visibility into the data they care about.
Customers have the ability to filter their request list view by specific service projects to find their tickets more easily.
- Question 2Beginner
Navigation, Settings, and Access · Personal Settings and Preferences
True or False: Personal settings allow an agent to customize their email notification preferences for ticket updates, but changing the default fields shown on a specific issue type screen requires project-level or global administration settings.
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Correct answer: A
This is True. Personal settings dictate an individual user's experience (like when they receive emails or their theme preferences). Modifying screen layouts and fields for an issue type affects all users and is therefore a project or global administrative setting.
- Question 3Beginner
Navigation, Settings, and Access · Personal Settings and Preferences
A new agent complains that they are constantly overwhelmed by email notifications for every minor update on tickets they are not actively working on. Where should the agent navigate to reduce this noise without affecting the rest of the team?
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Correct answer: C
Agents can manage their individual email notification preferences by clicking their profile avatar in the global navigation bar and selecting 'Personal settings'. This allows them to tune out noise without altering the project's notification scheme.
- Question 4Advanced
Navigation, Settings, and Access · Customer Portal and Access
Scenario:
A mid-sized enterprise is rolling out Jira Service Management to handle both IT and HR requests. The HR team is highly concerned about privacy and insists that their service project must be completely hidden from any employee who is not explicitly invited.Current Configuration:
- IT Project: 'Who can raise requests' is set to 'Anyone with an account on your site'.
- HR Project: Currently using the default setup from a standard IT template.
Requirement:
The HR project must be locked down so only a specific group of managers can access the portal, view the request types, or submit tickets.Which configuration best meets these strict privacy constraints for the HR project?
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Correct answer: A
To strictly restrict access to a service project portal, the 'Who can raise requests' setting must be set to 'Customers added by agents and admins'. This creates a closed portal where only explicitly added users can view the portal or submit requests, satisfying the HR team's privacy requirements.
flowchart LR User[Employee] --> Check{Is User on HR Customer List?} Check -->|Yes| Access[Access HR Portal] Check -->|No| Deny[Access Denied / Hidden] - Question 5Intermediate
Managing Tickets and Knowledge Base Articles · Ticket Lifecycle and Workflow
A customer submits a duplicate ticket for an issue that is already being handled. As the assigned agent, you need to properly terminate this duplicate ticket so that it accurately reflects in your service reports as invalid, rather than a successfully completed piece of work.
What is the correct method to cancel the ticket in Jira Service Management?
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Correct answer: A
The correct way to cancel a ticket is to execute a workflow transition by selecting the 'Cancel' (or 'Canceled') option from the Status dropdown menu. Simply editing a Resolution field without transitioning the status leaves the ticket essentially 'Open' in reports, corrupting metrics.
- Question 6Advanced
Managing Tickets and Knowledge Base Articles · Ticket Lifecycle and Workflow
In Jira Service Management, an agent has just provided a workaround to a customer and believes the issue is fixed. However, the customer needs to verify the fix before the ticket is completely locked down.
What is the fundamental difference between 'Resolving' and 'Closing' a ticket in this context?
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Correct answer: D
In ITIL and JSM best practices, 'Resolved' means the service desk believes they have fixed the issue (usually stopping the resolution SLA), but the customer may still reopen it if the fix failed. 'Closed' is the terminal state, applied after customer confirmation or a timeout period, locking the ticket from further active work.
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