ACP-420 完整中文教材

420.1.1 使用者、角色與權限類型

• Define external users and roles (customer, stakeholder, reporter, organization, request participant).定義外部使用者與角色：customer、stakeholder、reporter、organization、request participant
• Define internal users and roles (agent, assignee, collaborator, watcher, project admin, Jira admin, org admin).定義內部使用者與角色：agent、assignee、collaborator、watcher、project admin、Jira admin、org admin
• Distinguish among the types of JSM Cloud permissions (product access, global permissions, permission scheme, customer permissions, knowledge base permissions).分辨五種權限：product access、global、permission scheme、customer、KB

420.1.2 Customers 與 organizations

• Describe permissions regarding customer sign-up.說明 customer 註冊相關的權限
• Describe global settings (customer access w/o login, etc.).說明全站設定（例如不登入就能存取）
• Set Customer permissions regarding channel access and customer sharing of requests.設定 channel access 與 customer 分享 request 的權限
• Manage customer and organization detail fields.管理 customer 與 organization 的 detail fields

420.1.3 管理團隊成員

• Add and remove agents and collaborators to a project using the “Service Desk Team” project role.用 Service Desk Team role 新增與移除 agent、collaborator
• Add a collaborator to facilitate internal discussion on tickets.加 collaborator 協助內部討論
• Manage project permissions using project role assignment.用 project role 管理權限
• Set the project lead and default assignee.設定 project lead 與 default assignee
• Manage how assignees are set on requests (manually, project default assignee, component lead, preset value for assignee on request form, automation).管理指派方式：手動、預設、component lead、表單預設、automation
• Use project roles in issue-level security to restrict ticket access.在 issue security 用 role 限制存取
• Troubleshoot access issues with product, project, permission, issue-level access.排查產品、project、權限、issue 層級的存取問題

420.2.1 Queues

• Translate team and customer requirements into queue configurations to manage incoming requests.把團隊與 customer 需求轉成 queue 設定
• Create, configure, and reorder queues.建立、設定與排序 queue
• Group queues by Priority groups and “Other.”用 priority groups 與「Other」分組
• Create JQL statements for queue filters, using SLA functions.用 SLA 函數寫 queue 的 JQL
• Troubleshoot queue configurations.排查 queue 設定

420.2.2 SLAs

• Describe the purpose of SLAs.說明 SLA 的目的
• Translate team and customer requirements into SLA configurations.把需求轉成 SLA 設定
• Configure SLAs with conditions, goals, and calendars.設定條件、目標與 calendar
• Troubleshoot SLA configurations.排查 SLA 設定

420.2.3 Features 開關

• Toggle features on and off from the Feature tab.在 Features 頁開關功能
• Enable the board and calendar to enhance visibility of work.開啟 board 與 calendar
• Describe when to enable service requests, incidents, problems, changes, and post-incident reviews.說明何時開各種 work category
• Manage alert notifications through on-call rotations, scheduling features, and alert escalations.透過 on-call、排班與 escalation 管理 alert 通知
• Coordinate incident response with chat tools.用 chat 工具協調 incident 處理
• Assign alert priorities to incident priorities.對應 alert 與 incident priority
• Test new features in the Feature lab.在 Feature lab 試用新功能

420.2.4 On-call

• Build and manage on-call schedules.建立與管理 on-call schedule
• Define rotations and set routing rules.定義 rotation 與 routing rule
• Set escalation policies.設定 escalation policy
• Set alert policies.設定 alert policy

420.3.1 Assets

• Utilize, but not configure, object schemas, object types, objects, and attributes.使用（不需設定）object schema、object type、object 與 attribute
• Reference Assets-related custom fields in request types, forms, queues, etc.在 request type、forms、queue 等引用 Assets 欄位

420.3.2 Services

• Enable Services within the Features tab.在 Features 頁啟用 Services
• Add and remove services to incidents and changes.在 incident 與 change 加入或移除 service
• Utilize Service and Service Affected fields on request types.在 request type 使用 Service 與 Affected services 欄位
• Configure Services (Service relationship, tier, service owners, change approvers, responders, and stakeholders).設定 service：關係、tier、owner、change approver、responder、stakeholder
• Use service tiers as triggers in automation and alerts.用 service tier 觸發 automation 與 alert

420.3.3 Products 與 entitlements

• Enable Products and Entitlements within the Features tab.在 Features 頁啟用 Products and Entitlements
• Add Entitlements to customers and organizations.替 customer 與 organization 加 entitlement
• Add Entitlement field to request types to show entitlement and product details on tickets.在 request type 加 Entitlement 欄位，讓工單顯示 entitlement 與 product
• Make the Entitlement field a required field to restrict requests to only customers and organizations with the correct product entitlements.把 Entitlement 設成必填，只讓有權的 customer 與 organization 提單

420.4.1 Request types

• Describe how issue types are associated with request types.說明 issue type 與 request type 的關係
• Create and delete request types.建立與刪除 request type
• Add request types to portal groups.把 request type 加進 portal group
• Remove portal groups from a request type to hide it from the portal.移除 portal group 以在 portal 隱藏
• Manage request type name, description, icon, and work category.管理名稱、說明、icon、work category
• Add, remove, and reorder fields.新增、移除、排序欄位
• Set field display name and description.設定欄位顯示名稱與說明
• Define the required fields in field configuration versus in request type.分辨 field configuration 與 request type 的必填
• Set default values and hide from portal.設預設值並在 portal 隱藏
• Define fields to be included in the screen scheme for a request type.定義 request type 的 screen scheme 欄位
• Distinguish field layout for customers versus agents.分辨 customer 與 agent 的欄位版面
• Customize workflow status name shown to customer.自訂 customer 看到的 status 名稱
• Restrict specific request types to a subset of individuals or groups who are customers within a project.把 request type 限制給部分 customer 或群組

420.4.2 Forms

• Create a form using a blank form or template (structure the form with bullets, tables, quotes, and layouts).用空白或 template 建表單並排版
• Organize forms using sections and conditional logic.用 section 與條件邏輯組織表單
• Configure form fields behavior, including default response and linked Jira fields.設定欄位行為：預設回答、linked Jira fields
• Add translations to forms.替表單加翻譯
• Attach forms to request types (manually or via automation).把表單附到 request type（手動或 automation）
• Create shareable links.建立 shareable link
• Manage the form preferences that affect how a form behaves.管理表單 preferences

420.4.3 Email requests

• Add custom email accounts.新增自訂 email 帳號
• Manage the request type used for email submissions.管理 email 使用的 request type
• Manage domains using allowlist and blocklist.用 allowlist 與 blocklist 管理 domain
• Disable email requests.關閉 email requests

420.4.4 Workflows 與 approvals

• View the workflow used by a request type.查看 request type 使用的 workflow
• Explain the benefits of approval steps and transitions visible in the customer portal.說明 approval 與 portal 可見 transition 的好處
• Set up a pre-set list of approvers.設定預設 approver 清單
• Allow customers to choose approvers.讓 customer 選 approver

420.5.1 Customer portal

• Configure and brand the customer portal.設定 portal 與品牌
• Add announcements to portal.在 portal 加公告
• Enable agents to add announcements to the portal.讓 agent 能加公告
• Configure widget settings.設定 widget
• Manage portal groups.管理 portal groups
• Configure help content links to external resources.設定外部資源連結
• Manage default and additional languages for agents and customers.管理預設與其他語言
• Manage translations (portal, request types, customer notifications, and email templates).管理翻譯

420.5.2 Virtual agent

• Set the virtual agent default request type.設定 virtual agent 的 default request type
• Create Intents to represent a specific problem, question, or request that the virtual agent can help resolve.建立 intent
• Modify text for Standard flows (Greet, Escalate, Resolve, Match intent, and Auto-close).修改 standard flows 的文字
• Enable Atlassian Intelligence answers to utilize knowledge base articles to generate virtual agent responses.啟用 AI answers
• Analyze the virtual agent's previous conversations.分析過去的對話

420.5.3 通知與 canned responses

• Identify the events that can be configured to trigger a customer notification.認識觸發 customer notification 的事件
• Enable and disable customer notifications per event.逐事件開關通知
• Modify customer notification subject lines and content.修改主旨與內容
• Distinguish between customer and internal notification types.分辨 customer 與 internal 通知
• Create shared canned responses.建立 shared canned responses

420.6.1 知識庫連結與權限

• Link and unlink Confluence spaces to a service project.連結與取消連結 Confluence space
• Manage knowledge base viewing and editing permissions in JSM configuration.管理 KB 的檢視與編輯權限

420.6.2 知識庫內容

• Set up article suggestions per request type.依 request type 設定文章建議
• Restrict articles shown in request type to specific labels.用 label 限制顯示的文章

420.7.1 JSM 的 JQL

• Create JQL queries with JSM-specific functions (such as approved, breached, entitlement product).用 JSM 專屬函數寫 JQL
• Save JQL queries as filters and share with users.存成 filter 並分享
• Utilize Atlassian Intelligence to assist with creating JQL queries.用 Atlassian Intelligence 協助寫 JQL

420.7.2 報表與 dashboards

• Configure JSM custom series.設定 JSM custom series
• Design and manage dashboards, including utilizing JSM gadgets.設計 dashboard 並使用 JSM gadget
• Manage customer satisfaction configuration.管理 CSAT 設定
• Analyze SLA performance, customer satisfaction, and knowledge base reports to make the appropriate modifications to the project settings.依 SLA、CSAT、KB 報表調整設定

420.8.1 什麼時候用 automation

• Determine utilizing automation rules for repetitive tasks such as updating fields, assigning tasks, and sending notifications.判斷用 automation 處理重複工作
• Determine utilizing automation rules to alert agents about SLA breaches or pending breaches.用 automation 提醒 SLA 違約或即將違約
• Determine when to use automation rules in place of internal and customer notifications for more relevant communication.判斷何時用 automation 取代內建通知
• Determine utilizing automation rules to update an Asset status attribute when a Jira ticket goes to a certain status.用 automation 在 status 變化時更新 Asset 狀態

420.8.2 設定 automation rule

• Create and configure custom and template-based automation rules.建立自訂與 template 的 rule
• Configure automation rules to auto-resolve and auto-close tickets.設定自動解決與關閉
• Configure automation rules to send notifications for status updates, email reminders, and alerts.設定狀態更新、提醒與 alert 通知
• Configure rule execution components (triggers, conditions, actions, branch rule).設定 trigger、condition、action、branch
• Implement JSM-specific triggers, conditions, and actions.使用 JSM 專屬元件
• Use smart values to manipulate lists, strings, dates, numbers, and variables.用 smart values 處理清單、文字、日期、數字、變數
• Enable and disable rules.啟用與停用 rule
• Organize rules with labels.用 label 整理 rule
• Use Atlassian Intelligence to generate automation rules.用 AI 產生 rule

420.8.3 排查 automation

• Recognize implications of configuring an automation rule for a single project versus multiple projects.單一與多 project rule 的影響
• Troubleshoot errors using the audit log (including the use of the log action function) and the automation service status page.用 audit log、log action、status page 排查
• Transfer ownership of automation rules to receive updates on errors that occur during rule execution.轉移 rule owner 以接收錯誤通知
• Analyze Performance Insights to evaluate scalability, service limit risks, and overall performance of automation rules.用 performance insights 評估效能與 service limit 風險