ACP-520

The Atlassian ACP-520 exam, "Jira Service Management (JSM) Service Desk Specialist," focuses on demonstrating your ability to effectively use Jira Service Management to manage and resolve customer issues. The main points cover the following key areas:

• Understanding the Jira Service Management platform: This includes knowing the core concepts, terminology, and functionality of JSM, distinguishing it from Jira Software. You should understand its purpose and how it facilitates customer service operations.

• Managing customer requests: This is a crucial aspect. Expect questions on creating, managing, updating, and resolving customer requests (issues) efficiently. Understanding request types, service levels, and SLAs is vital.

• Configuring and customizing a service desk: This involves knowing how to configure various settings to align with specific business needs. Think about customizing request forms, defining workflows, setting up different service levels, managing agents, and integrating with other tools.

• Using the Jira Service Management features: This includes utilizing features like dashboards, reports, automation, and knowledge bases to improve efficiency and customer satisfaction. Mastery of these features is key to demonstrating proficiency.

• Managing agents and teams: Understanding roles, permissions, and workflows for agents and the teams they are part of will be evaluated. Managing agent workload and ensuring efficient collaboration are important.

• Customer communication and collaboration: This relates to utilizing JSM's features to effectively communicate with customers, update them on progress, and manage expectations. Using the features to collaborate internally among agents and teams is also important.

• Reporting and analytics: Understanding how to leverage JSM's reporting features to track key metrics, analyze performance, and identify areas for improvement. This is crucial for demonstrating value and continuous improvement.

• Knowledge Base Management: Creating, managing, and utilizing a knowledge base to empower customers to find solutions independently and reduce the volume of repetitive requests is tested.

In short, the exam tests your practical skills in utilizing JSM to provide excellent customer service. It's less about theoretical knowledge and more about demonstrating your ability to actually use the platform effectively. Focus on hands-on experience and practical application of the features mentioned above.