course

Use Atlassian Intelligence for service management


duration

40 minutes

level

Beginner

product

Jira Service Management

Accelerate agent productivity

Set up Jira Service Management’s virtual service agent, powered by Atlassian Intelligence, and let it resolve common problems, answer frequently asked questions, and triage requests to help agents deliver exceptional service at scale. You’ll also learn how to use Atlassian Intelligence to get useful request type and field suggestions and streamline incident management.
Please note: screenshots in the lessons may not exactly match your view.
After this course, you’ll be able to:
  • Use Atlassian Intelligence answers in a virtual service agent.
  • Activate Atlassian Intelligence answers in Slack.
  • Use Atlassian Intelligence to suggest request types and fields for your service project.
  • Group alerts using Atlassian Intelligence.
  • Use Atlassian Intelligence to populate your post-incident review.
Work items are synonymous with issues, and you might see either term while we update our products.
The availability of features and functionality shown in this course depends on your product subscription. To learn more about Atlassian product subscriptions, visit our FAQs.

3 Lessons in this course

20 minutes
Set up the virtual service agent

By the end of this lesson, you'll be able to: - Use AI answers in a virtual service agent - Describe ways you can configure intents - Set up virtual service agent to recognize questions


Sections
  • Automate support interactions using virtual service agent
  • Resolve requests using the virtual service agent
  • Configure intents
  • Train your virtual service agent to recognize questions
  • How the virtual service agent’s data set is trained
  • Configure AI answers
10 minutes
Accelerate request management using AI

By the end of this lesson, you'll be able to: - Use AI to suggest request types and fields for your service project - Triage work items using AI


Sections
  • AI request type and field suggestions
  • How to create request type and field suggestions
  • Support request organization and prioritization
  • Steps to update the request types of work items
10 minutes
Detect and respond to incidents using Atlassian Intelligence

By the end of this lesson, you'll be able to: - Group alerts using AI - Use AI to populate your post-incident reviews


Sections
  • Streamline incident management with AI
  • AI view for grouped alerts
  • Create intelligent post-incident reviews (PIRs)

Community

FAQsForums guidelines
Copyright © 2025 Atlassian
Report a problemPrivacy PolicyTermsSecurityAbout