Free ACH-815 sample questions

Correct answer: Select 'Add internal note' and @mention the Level 2 administrator.

The 'Add internal note' feature allows agents and internal teams to collaborate on a ticket without exposing the conversation to the customer. @mentioning the administrator will notify them of the internal note.

Correct answer: Only the comments made using the 'Reply to customer' function.

Customers using the Help Center portal can only see the original request details and any communication that agents have explicitly submitted using the 'Reply to customer' function. Internal notes are completely hidden from the customer view to ensure secure internal collaboration.

Correct answer: True

True. One of the core features of Rovo Chat in Jira Service Management is its ability to analyze the current ticket context, reference available knowledge base articles, and generate a drafted response that the agent can review and send.

Correct answer: AI-generated ticket summaries

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.

Correct answer: Use the AI text refinement options to explicitly change the tone to 'Professional'.

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.

Correct answers: Using the 'Reply to customer' button to ask for more information.; Sharing a Knowledge Base article link via the customer comment field.

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.