11/13/23, 10:15 AM Jira Service Management Fundamentals Assessment

Completed: Nov 13 - 10:15 AM

Venkat P

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Total Points: 13/20 Correct Answers: 13/20

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Section Results
Section 1 Points: 13/20

Your Responses

Question 1 of 20 +1

Agent Steve has been assigned to a new request.

Where should he go to change its status to Working? 15082884

help center

portal

queue

email inbox

Question 2 of 20 +1

Which team would use Jira Service Management for new

employee onboarding and general queries? 15082884

Legal

Security

Marketing

Human resources

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Research & insights

Question 3 of 20 +1

Four users performed the actions listed below.

User Action
Configured a Jira Service Management project to handle requests for new cloud
Joanna
services.
Lisa Submitted a request through the portal.
Garrett Assigned the request to himself and began working on it.
Andrew Added an internal comment to assist with the request.

Each user holds a different role in the project. Which role does
Joanna have?
15082884

agent

customer

project administrator

collaborator

Question 4 of 20 +1

A customer reported an incident.

What term describes how that incident is represented to the

customer on the portal? 15082884

issue

task

ticket

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request

form

Question 5 of 20 +0 / 1

Which term describes the location where customers browse

help articles? 15082884

help center

queue

service project

request type

The correct answer was "help center".

A. Correct. A Help Center is an online website for customers to browse service desks
and read help articles. B. Incorrect. A queue is a filtered list of issues based on
specific criteria. C. Incorrect. A service project is the term used to describe a collection
of issues and requests within Jira to help your team organize and manage work.
Customers browse articles in the help center. D. Incorrect. A request type is a
category that defines a related group of issues, e.g. service request, incident,
problem, change.

Question 6 of 20 +0 / 1

Several employees reported an IT service outage.

Which request type category did they likely select? 15082884

service request

incident

problem

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change

help center

The correct answer was "incident".

A. Incorrect. “Service request” is a category that defines a related group of requests

that require help from a service team. B. Correct. “Incident” is a category that defines
a related group of requests that report an incident or IT service outage. C. Incorrect.
“Problem” is a category that defines a related group of requests that investigate and
report the root cause of multiple incidents D. Incorrect. “Change” is a category that
defines a related group of requests involving a change in the current IT profile. E.
Incorrect. “Help Center” is not a request type category. It is the term used to define
an online website for customers to browse service desks and read help articles.

Question 7 of 20 +1

Which option is NOT located in the main navigation bar of Jira

Service Management? 15082884

product switcher

dashboards

queues

profile

create

Question 8 of 20 +1

You usually work in one service project and want to be able to

find it quickly in the future.

What should you do? 15082884

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Select the star icon on the “View all projects” page.

Drop the project into “Your work” on the main navigation bar.

Drag it from Recent to Starred in the Projects dropdown.

Pin it from the project sidebar.

Question 9 of 20 +1

Identify one action you CANNOT perform from the project

sidebar. 15082884

switch to a different queue

browse the knowledge base

compare the team’s workload

configure the email channel

view on-call schedules

see a list of people you interact with most

Question 10 of 20 +0 / 1

Which statement is true about queues? 15082884

You can only customize the default queues.

You may navigate between queues from the main navigation bar.

You can drag a queue into your favorites list.

All service projects are preconfigured with the same queues.

Users can sort issues within a queue as needed.

The correct answer was "Users can sort issues within a queue as needed.".

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A. Incorrect. Your organization may use these default queues, or they may use
custom queues that fit your team's unique needs. B. Incorrect. You use the project
sidebar to switch between queues. C. Incorrect. You can star a queue to make it easy
to find later. From Queues, hover over the queue of your choice in the project sidebar,
then select the star. You can select the queue you want to star and select the star
icon at the corner of the queue view. D. Incorrect. The queues available to you
depend on how your service project is set up. Jira Service Management has
preconfigured queues for different types of service projects. Your organization may
use these default queues, or they may use custom queues that fit your team's
unique needs. E. Correct. Queues may be sorted differently by different users by
clicking the name of a field at the top of the queue screen.

Question 11 of 20 +1

Customers created duplicate incidents related to a current

service outage.

Which feature should you use to keep track of them

together? 15082884

create subtask

link issue

add internal note

status dropdown

request type

Question 12 of 20 +1

Review the people associated with a service request.

Alex created it.
Beth viewed it in the queue.
Carl designated Dave to work on it.
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Dave added an internal note for Ethan and then resolved it.
Who is in the Assignee field?
15082884

Alex

Beth

Carl

Dave

Ethan

Unassigned

Question 13 of 20 +1

Which statement is true about SLAs? 15082884

Each request has a single SLA.

Each request type has the same SLA.

SLAs are displayed only in the issue view.

SLAs are displayed as a number of days and hours.

SLAs can be paused.

Question 14 of 20 +0 / 1

There are several requirements for a new service project.

Which requirement is an example of an SLA? 15082884

All requests must have a priority of P1, P2, P3.

P1 requests must be approved within an hour.

P2 requests must be assigned to the project admin.

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P3 requests must be added to the Standard queue.

Customers may escalate their requests to a higher priority.

The correct answer was "P1 requests must be approved within an hour.".

A. Incorrect. This requirement is fulfilled by creating a request type that displays a

priority field with the values P1, P2, and P3. B. Correct. This requirement is fulfilled by
configuring a “Time to approve” SLA with a condition that checks if requests have a
priority of P1, starts the clock when the request is created and stops the clock when
the request is approved. C. Incorrect. This requirement is fulfilled by configuring
either automatic or manual assignment of issues. D. Incorrect. This requirement is
fulfilled by configuring a queue named “Standard” that has a query to show
requests with a P3 priority. E. Incorrect. This requirement is fulfilled by modifying the
request workflow.

Question 15 of 20 +1

What is NOT communicated to customers? 15082884

articles

statuses

screenshots

comments

request types

SLAs

Question 16 of 20 +0 / 1

Which statement is true about workflows in Jira Service

Management? 15082884

A workflow begins when an agent is assigned.

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A workflow ends when a knowledge article is added.

Every request has the same workflow.

Every workflow has the same statuses.

Customers can edit the status dropdown field on the portal.

Agents can select a transition on the issue.

The correct answer was "Agents can select a transition on the issue.".

A. Incorrect. An issue's workflow begins from the moment a customer submits a

request. B. Incorrect. Once an agent feels they have completed the request, they
mark the issue as resolved by selecting the appropriate status in the workflow (e.g.
Resolved or Closed). Changing the status of the issue completes the customer's
request and ends the workflow. C. Incorrect. Different workflows can be associated
with different request/issue types. And hence those workflows can have different
statuses. Your team may use different workflows and status names to resolve an
issue. To view the status names, click the status dropdown. From there, you can also
click 'View workflow' to view your team's workflow. D. Incorrect. Different
workflows can be associated with different request/issue types. E. Incorrect.
Customers can see the status on the portal, but they do not have a dropdown menu
item to update the status. F. Correct. Statuses are the steps that describe the state
of a request. Transitions are how requests move from one status to another. Agents
select a transition on the status dropdown which then updates the status of the
issue.

Question 17 of 20 +1

Naresh is a new service agent and wants to familiarize himself

with his team’s workflow.

Where should Naresh navigate to view the workflow? 15082884

status dropdown

main navigation bar

project sidebar

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help center

"Your work" page

Question 18 of 20 +0 / 1

Identify one Jira Service Management best practice. 15082884

Sort the “Time to resolution” field from longest to shortest.

Use bulk action to create multiple knowledge base articles.

Disable “Watch your issues”.

Set “Your work” as your homepage.

Limit ticket collaborators.

The correct answer was "Set “Your work” as your homepage.".

A. Incorrect. You should sort the Time to resolution field from shortest to longest and
work on the most time-sensitive issues first. B. Incorrect. You can use bulk action to
add comments, assign, transition, approve or delete multiple issues at once but not
to create KB articles. C. Incorrect. Stay in the loop by enabling “Watch your issues”.
With this setting, you automatically become a watcher of any issue you interact
with. This means you will receive notifications any time there is an update to the
issue. Our recommendation is to keep the email settings as all-inclusive as you can
manage. This will help you stay on top of your work. And keep you informed of work
going on around you. If emails become unwieldy, you can set up an email filter. D.
Correct. Your default homepage may be set to the “Project directory.'“ While this can
be helpful at times, most users prefer to see the work assigned to them. To do this,
set your homepage to “Your work”. It helps you find your work quickly and
effortlessly because it shows items you've recently worked on or viewed. E.
Incorrect. Mentioning teammates in comments helps you get answers quickly and
keeps your team in the loop. It's a great way to stay connected and up to speed. Ask
teammates and SMEs for help by mentioning them in an internal comment. This
practice provides context and allows everyone to answer directly within the

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application. Plus, you can leverage your teammates' answers in future knowledge
base articles.

Question 19 of 20 +0 / 1

Which statement is true about both queues and

dashboards? 15082884

Both can be created by project admins only.

Both can show work from a single project only.

Both can be accessed from the project sidebar.

Both can be private or shared.

Both can be starred.

The correct answer was "Both can be starred.".

A. Incorrect. Project admins create and configure queues. However, anyone can
create dashboards, assuming they have the permission granted by the Jira admin. B.
Incorrect. Queues only show work from a single project. But you can create one
single dashboard that spans all the work you're involved with from across different
projects. C. Incorrect. Queues are accessed via the project sidebar while dashboards
are accessed from the top navigation bar. D. Incorrect. Queues are visible to all
agents working in the service project. Dashboards can be private (visible only to the
person who created it) or shared with the team. E. Correct. You can star both the
dashboards and the queues you use the most for easy access.

Question 20 of 20 +1

Which statement is true about knowledge base

articles? 15082884

They can be created from templates.

They are organized with priorities and queues.

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They are accessible from the main navigation bar.

They must have Assignee and Status fields.

They are created from a single location.

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