🔔 New cert alert: Jira Service Management Agent Essentials exam 🎉
The Atlassian University team is excited to introduce a brand-new associate certification: Jira Service Management Agent Essentials. Whether you're an agent managing tickets, part of a non-technical team, or an Atlassian partner, passing this exam proves you know what’s essential to providing efficient and resolution-focused service in Jira Service Management.
The exam covers ticket management, providing articles from the knowledge base, utilizing queues and SLAs, and tracking incident reports. Also, the exam includes questions on how Atlassian Intelligence and Automation can both be used to boost productivity and eliminate repetitive manual tasks.
Ready to take your skills to the next level? It’s time to get certified.
We spoke to the certification team member who developed the exam, @Joanna Thurmann, to get the details on what inspired this new certification and the key takeaways.
How would you recommend preparing for the exam?
Begin your journey on the Atlassian University page for the Jira Service Management Agent Essentials certification. This page provides comprehensive details about the exam and includes a link to a preparation page where you can explore free on-demand courses designed to enhance your study efforts.
To maximize your chances of success, it is crucial to complete the recommended courses. The preparation page also features sample questions and a link to a Trello template that can assist you in organizing your learning strategy. Make sure to thoroughly review all sample questions as they will give you insight into the breadth and depth of the exam content, as well as an understanding of the types of questions you can expect on the actual exam.
How do you see learners applying the knowledge from this certification in their daily roles? Are there specific use cases you aimed to address through this curriculum?
First of all, we expect agents to be able to better manage their daily workload, to use the prioritization and categorization features in JSM to manage the workload efficiently. Also to be able to keep their work organized through queues and dashboards to manage and monitor their tickets efficiently using SLAs.
We expect they will be able to focus on genuinely resolving the customer's issue rather than just closing tickets to meet targets. A resolved issue is far more valuable than a closed ticket that leaves the customer unsatisfied.
And after resolving a ticket, we expect agents to follow up with the customer to ensure they are satisfied with the solution and to see if there are any further questions or issues. This not only ensures customer satisfaction but also helps in identifying any recurring issues that may need a more permanent solution. Finally, agents should encourage customers to provide feedback on their service experience and actively use this feedback to improve processes, communication, and resolution strategies.
Here’s what's covered on the exam:
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Navigating JSM, and understanding roles and permissions
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Managing tickets and utilizing knowledge base articles
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Utilizing queues and understanding SLAs
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Utilizing automation rules and integrations
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Using reports and dashboards to track performance
What about your top tip?
Remember that agents have the ability to create knowledge base articles directly from existing tickets. This functionality assists other customers in troubleshooting their issues, eliminating the need to submit new tickets.
Ready to get certified and enhance your Jira Service Management skills? Let us know—will you start with the exam preparation page first, or are you ready to get certified today?
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Emma Chang
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Community Events Marketing Manager
Atlassian
Queens, NY
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