Jira Service Management with AI Fundamentals Certificate Preparation Details
Preparing for the Jira Service Management with AI Fundamentals certificate exam? This study guide maps every exam topic and objective to official Atlassian learning and documentation links so you can study efficiently. You can also explore more Atlassian certification study guides on the Atlassian category to keep building your skills.
Jira Service Management with AI Fundamentals Certificate Materials
Customer and internal communication 30%
Distinguish between customer-facing and internal communications
Communicate effectively with customers in Jira Service Management
Communicate effectively with customers in Jira Service Management
Communicate with customers and team members on work items using comments
Communicate with customers and team members from the work item view
Reply faster to your customers with canned responses
Add comments to multiple work items at the same time
Create knowledge base articles
Create knowledge base articles
The difference between internal and external knowledge bases
Write knowledge base articles for your customers
Share articles with your customers on a work item
Use internal articles in the knowledge base panel
Use Rovo Chat to draft and refine responses, AI summaries to understand request context, and AI to find documentation
Use Rovo Chat to draft and refine responses
Suggest replies for your customers using Rovo
Chat with Rovo to find answers quickly
Work with Service Request Helper
AI summaries to understand request context
Summarize a work item’s details using AI
Summarize content quickly with Rovo
About suggestions on work items
AI to find documentation
Find information faster with Rovo
Resolve with Rovo in the work item view
Use internal articles in the knowledge base panel
Request handling and ticket management 30%
Perform request handling and ticket management, such as raising requests on behalf of a customer, assigning requests, linking Jira work items, and resolving requests
raising requests on behalf of a customer
Raise a request on behalf of a customer
Raise a request for a customer
What are request participants?
assigning requests
Assign work items from your queue
Assign multiple work items at the same time
Assign yourself to a work item
About the assignee, reporter, and other people involved in a work item
linking Jira work items
Link subtasks, work items, and pages to a work item
Link work items to each other, or link to other information from work items
Create linked work items to collaborate with other Jira products
resolving requests
Work with customers on requests in Jira Service Management
Close a request when you finish helping a customer
Move a work item through its workflow
Handle incidents and automate workflows with Rovo Agents
Handle incidents
Manage your incidents with Rovo
Use Incident Command Center to manage incidents
automate workflows with Rovo Agents
Automate incident management in Jira Service Management
Jira Service Management navigation and interface proficiency 25%
Navigate Jira Service Management and manage requests in relevant queues
What is Jira Service Management?
What is Jira Service Management?
What is Jira Service Management?
What do agents do in Jira Service Management?
Start navigating Jira Service Management
Start navigating Jira Service Management
Get to know your service project sidebar
About the work item view of a customer request
Organize your work in Jira Service Management
Organize your work in Jira Service Management
About queues in Jira Service Management
Manage your incoming requests with queues
Transition and approve multiple requests at once
Explore roles for a service space
Explore roles for a service space
What are space roles in Jira Service Management?
Create basic dashboards in Jira
Create basic dashboards in Jira
Personalize how you work in Jira
SLA awareness and prioritization 15%
Describe how SLAs influence your work prioritization, including where to find SLA details and how to interpret them
Describe how SLAs influence your work prioritization
What are priority levels in Jira Service Management?
How impact and urgency are used to calculate priority
Organize your work in Jira Service Management
where to find SLA details
View service level agreements (SLAs)
About queues in Jira Service Management
About the work item view of a customer request
how to interpret them
About service level agreements (SLAs)
Wrapping Up Jira Service Management with AI Fundamentals Certificate
This Jira Service Management with AI Fundamentals certificate study guide covered all four exam topics, from customer communication and request handling to navigation, SLAs, and Rovo AI features. Work through each linked resource, practice in a live service space, and you will be ready for the 20-question exam. You can also explore more Atlassian certification study guides on the Atlassian category to keep building your skills. Have a question or tip? Leave a comment below.
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