ACA-925 sample questions

Question 1

As a Jira Service Management administrator, you are tasked with controlling who can interact with your newly launched IT Help Desk portal. You want to ensure that only employees with an existing account in your Atlassian site can submit requests. Which configuration approach satisfies this requirement?

Accepted Answer

Configure the 'Who can raise requests' setting to 'Anyone with an account on your site'.

Answer

Set the global project permission scheme to 'Public' and disable customer accounts.

Answer

Assign the 'Service Desk Customer' role to the 'Any logged in user' group in the permission scheme.

Answer

Configure the 'Who can raise requests' setting to 'Anyone on the web'.

Question 2

When navigating the Jira Service Management interface, agents frequently need to switch between reviewing their assigned tickets, checking overall team metrics, and managing the linked Confluence space. Which specific sidebar panel gives agents direct access to the deflection metrics to evaluate self-service effectiveness?

Accepted Answer

The Reports panel

Answer

The Queues panel

Answer

The Global navigation bar

Answer

The Knowledge base panel

Question 3

Which TWO of the following actions can a customer perform directly from the Customer Portal interface? (Select TWO)

Accepted Answer

Change the columns displayed in their request list view.

Accepted Answer

Filter their request lists by specific service projects.

Answer

Transition a ticket to the 'Escalated' status.

Answer

View the object graph of the hardware asset associated with their request.

Answer

Read internal comments left by the agent team.

Question 4

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.

Accepted Answer

True

Answer

False

Question 5

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?

Accepted Answer

Global navigation bar > Avatar profile > Personal settings

Answer

Project settings > Internal notifications

Answer

Project settings > Customer notifications

Answer

Service project sidebar > Reports > Workload

Question 6

**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?

Accepted Answer

Set 'Who can raise requests' to 'Customers added by agents and admins'. Agents must then manually add the specific managers to the HR project's customer list.

Answer

Set 'Who can raise requests' to 'Anyone with an account on your site' but hide the request types from the portal configuration screen.

Answer

Create an automation rule that immediately deletes any ticket created by a non-manager in the HR project.

Answer

Remove the 'Service Desk Team' role from all employees except the designated managers.

Free ACA-925 sample questions

Which TWO of the following actions can a customer perform directly from the Customer Portal interface? (Select TWO)

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.

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?

6 more free samples are waiting