ACH-815 Sample Questions & Answers
Four evenly weighted areas cover replying to customers with AI-assisted drafting, reading SLA indicators to prioritize work, handling core ticket actions with AI assistance, and navigating Jira Service Management's interface and terms.
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- Question 1Intermediate
Customer and internal communication · Rovo Chat and AI-generated summaries
An agent opens a ticket that has been transferred between multiple teams and contains over 30 comments, including both internal notes and customer replies. To quickly understand the current state of the issue without reading every comment, which Atlassian Intelligence feature should the agent use?
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Correct answer: C
AI-generated summaries utilize Atlassian Intelligence to read through lengthy comment threads (including both customer replies and internal notes) and provide a concise overview of the issue, what has been tried, and the current status, saving the agent significant reading time.
- Question 2Intermediate
Customer and internal communication · Rovo Chat and AI-generated summaries
When an agent uses Atlassian Intelligence to draft a response to a customer, they notice the tone is too casual for the organization's enterprise clients. How can the agent correct this using JSM AI capabilities?
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Correct answer: B
Atlassian Intelligence includes text refinement tools that allow agents to adjust the tone of generated drafts. They can select options like 'Make it professional' or 'Make it empathetic' to quickly adapt the response to suit the specific customer audience without rewriting it from scratch.
- Question 3IntermediateSelect 2
Customer and internal communication · Reply to customer vs. Add internal note
Which TWO of the following actions will trigger a notification to the customer who raised the request? (Select TWO)
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Correct answers: C, E
Using 'Reply to customer' explicitly sends a notification and makes the comment visible on the Help Center portal. Sharing a Knowledge Base article as a reply also triggers a customer notification. Internal notes, even with @mentions of customers (which should be avoided), do not send notifications to customers. Transitioning a status may or may not send notifications depending on workflow configuration, but it is not a direct communication action like replying or sharing a KB.
Using 'Reply to customer' explicitly sends a notification and makes the comment visible on the Help Center portal. Sharing a Knowledge Base article as a reply also triggers a customer notification. Internal notes, even with @mentions of customers (which should be avoided), do not send notifications to customers. Transitioning a status may or may not send notifications depending on workflow configuration, but it is not a direct communication action like replying or sharing a KB.
- Question 4Intermediate
Customer and internal communication · Help Center / portal interactions
An agent finds a knowledge base (KB) article that perfectly resolves a customer's issue. How should the agent share this article to ensure the customer receives it through the Help Center portal and it is tracked as a customer-facing interaction?
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Correct answer: A
To ensure the customer receives the article properly, the agent should use the 'Share as reply' feature. This inserts a customer-friendly portal link to the article into the 'Reply to customer' field, tracking it as a public interaction and ensuring the customer has the correct permissions to view it.
- Question 5Advanced
Customer and internal communication · Rovo Chat and AI-generated summaries
A support team requires a workflow where Level 1 agents must consult Level 2 engineers before replying to VIP customers. The Level 2 engineer provides highly technical details that the Level 1 agent must then translate into a customer-friendly update. Which sequence of actions represents the best practice using Jira Service Management AI capabilities?
sequenceDiagram participant Cust as VIP Customer participant L1 as Level 1 Agent participant L2 as Level 2 Engineer participant AI as Atlassian Intelligence Cust->>L1: Submits Complex Request L1->>L2: Action A L2-->>L1: Highly technical details L1->>AI: Action B AI-->>L1: Drafted response L1->>Cust: Action CShow answer & explanation
Correct answer: B
The correct sequence ensures the customer doesn't see the technical backend discussion. The L1 agent uses 'Add internal note' to loop in L2. Once L2 provides technical details internally, the L1 agent uses Atlassian Intelligence (Rovo Chat) to draft a simplified, professional response based on those notes, and finally sends it using 'Reply to customer'.
- Question 6Advanced
Customer and internal communication · Rovo Chat and AI-generated summaries
A global enterprise IT support team has recently enabled Atlassian Intelligence in their Jira Service Management instance. The Service Desk Manager notices that agents are spending an average of 15 minutes just reading through email-generated ticket histories for escalated issues before they can even begin troubleshooting.
The manager wants to implement a new standard operating procedure (SOP) to reduce this triage time. The SOP must ensure that agents quickly grasp the context of escalations without missing critical details provided by the customer or previous tier-1 agents.
Which of the following implementations best leverages JSM's AI capabilities to solve this problem while maintaining communication quality?
Show answer & explanation
Correct answer: D
AI-generated summaries are specifically designed for this use case. They analyze the entire comment thread (including emails, portal replies, and internal notes) to provide a quick, accurate overview. Training agents to use this feature immediately upon opening an escalated ticket directly addresses the 15-minute read time issue, drastically reducing triage time while preserving context.
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