Jira Service Management Agent Essentials Preparation Details
The ACA-925 Jira Service Management Agent Essentials exam validates how agents manage tickets, queues, SLAs, and knowledge base articles. This guide maps each exam topic to official Atlassian lessons and documentation so you can study efficiently. You can also explore more Atlassian certification study guides on the Atlassian page to keep building your skills.
Jira Service Management Agent Essentials Materials
Managing tickets and knowledge base articles 40%
Update Jira Service Management tickets
Work with customers on requests in Jira Service Management
Get started quickly with Jira Service Management
Update information on a work item
Move a work item through its workflow
Watch, vote, share, and comment on work items
Organize your work in Jira Service Management
Manage customer requests in Jira Service Management
Manage your incoming requests with queues
Add comments to multiple work items at the same time
Assign multiple work items at the same time
Transition and approve multiple requests at once
Use forms to collect specific information for a request type
Use forms to collect specific information for a request type
Set up request forms and work item views for request types
How can I make my service request forms more effective?
Communicate with customers, including suggesting knowledge base articles
Communicate effectively with customers in Jira Service Management
Communicate effectively with customers in Jira Service Management
Communicate with customers and team members from the work item view
Reply faster to your customers with canned responses
Configure customer notifications in Jira Service Management
Configure customer notifications in Jira Service Management
What notifications do my customers and team receive?
Create and edit the content of your customer notifications
View customer notification logs for your service project
Improve your ITSM customer experience
Improve your ITSM customer experience
Respond to customer with an article
Share articles with your customers on a work item
Set up article suggestions in request forms
Create knowledge base articles and use labels appropriately
Create knowledge base articles
Manage customer requests in Jira Service Management
Use your knowledge base to help customers self-service
Write knowledge base articles for your customers
Use reports for knowledge base management
Use reports for knowledge base management
Find out how your knowledge base articles are performing
Use internal articles in the knowledge base panel
The difference between internal and external knowledge bases
Queues, SLAs, search, and reports 24%
Locate tickets using queues
Set up requests and queues
About queues in Jira Service Management
Use basic search to find information in Jira
Use basic search to find information in Jira
Use basic search and filters to find requests and work items
What is advanced search in Jira Cloud?
Interpret and work with SLAs
Configure SLAs to manage service quality goals
Configure SLAs to manage service quality goals
Set up service level agreement (SLA) goals
Monitor SLAs and requests with JQL functions
Monitor SLAs and requests with JQL functions
About service level agreements (SLAs)
Use Jira Query Language to create service level agreements
Interpret customer satisfaction and SLA reports
Reporting in Jira Service Management
Reporting in Jira Service Management
About customer satisfaction (CSAT) surveys
Track customer satisfaction feedback trends
Navigation, settings, and access 16%
Understand Jira Service Management concepts and terms
What is Jira Service Management?
Get started quickly with Jira Service Management
What is Jira Service Management?
Get to know the main Jira Service Management features
Explore core features of Jira Service Management
Explore core features of Jira Service Management
Explore ITSM in Jira Service Management
How is ITIL used in Jira Service Management?
Determine which licenses and permissions are needed for various roles and tasks
Explore roles for a service space
Explore ITSM in Jira Service Management
What are space roles in Jira Service Management?
What do agents do in Jira Service Management?
Customize Jira Service Management permissions
Manage service project role memberships
Add users and customers to a service project
Add users and customers to a service project
Add an agent to your service space
Add a customer to a service space
Navigate Jira Service Management and Confluence
Start navigating Jira Service Management
Get started quickly with Jira Service Management
Get to know your service project sidebar
About the work item view of a customer request
Integrate Jira Cloud with Confluence
Notifications, automation, and integrations 12%
View on-call schedules
Address major incidents with Atlassian tools
Address major incidents with Atlassian tools
How do on-call schedules work in operations?
Best practices for managing on-call schedules
Track incident responses
Integrate tools for your service project
Integrate tools for your service project
What is the incident timeline?
Connect Slack with Jira Service Management
Create chat channel and video conference for an incident
Simplify the agent experience with automation and AI
What is automation?
Set up flows to automate repetitive tasks
Available preset automation flows
Try one of our common automation recipes
Build simple automation rules
Create a custom automation flow
About triggers, conditions, and actions in Legacy Automation
Debug automation flows in the log
Create an automation flow to share articles with customers
Configure internal notifications in team-managed projects
Configure internal notifications in team-managed projects
Set up notifications in team-managed projects
Who receives notifications for team-managed requests?
Customize internal notifications in team-managed spaces
Advanced features 8%
Track your assets as an agent
Explore Assets in Jira Service Management
Explore Assets in Jira Service Management
Navigate Assets in Jira Service Management
Navigate Assets in Jira Service Management
View and navigate your Assets data
Search for objects and object types
About the Assets object custom field
Wrapping Up Jira Service Management Agent Essentials
This ACA-925 Jira Service Management Agent Essentials study guide covered every weighted exam topic, from ticket and knowledge base management to queues, SLAs, reports, automation, and Assets. Work through each linked lesson and document, practice hands-on in Jira Service Management, and you will be well prepared for exam day. You can also explore more Atlassian certification study guides on the Atlassian page to keep building your skills. Have a question or tip? Leave a comment below.
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