Free courseOn demandIntermediate1 lesson, 25 min
Rovo agents for service desks
A free, self-paced course for Jira Service Management admins on designing, testing and governing Rovo agents for a service desk. Each lesson is a video with the concepts written out beside it, the files it uses, and a quiz to check what stuck.
- Level
- Intermediate
- Length
- 25 min of video
- Products
- Rovo, Jira Service Management
- Format
- On demand: video lessons, each with a quiz
- Price
- Free, no sign-up
The lessons
Take them in order or jump to the one you need. Each is a free video with its concepts written out underneath, the files it uses where it has them, and a quiz (4 questions across the course).
What you will learn
- Choose what an agent should answer, raise, or hand off from your own queue
- Limit an agent to the knowledge it should use
- Write instructions with clear paths for answers, requests, handoffs, and out-of-scope questions
- Add Raise a request and test it the way a requester sees it
- Build a test set and compare evaluation scores between versions
- Read Rovo credit use, name an owner, and turn on conversation review
Who it is for
JSM admins and service owners who have Rovo turned on and a Service Collection plan, and haven't yet put an agent in front of real requesters.
No course is needed before this one.
Who teaches it
Riley Venable
VP of Services, Atlas Bench
Full-stack engineer, Atlassian Certified Instructor, and Atlassian Community Champion who works on the layer underneath the tools: identity, infrastructure, and the systems that decide whether AI can be trusted with them.