Atlassian · ACP-420
Atlassian Certified Professional: Managing Jira Service Projects for Cloud (ACP-420) Practice Tests
Validates the ability to configure and manage Jira Service Management company-managed projects on Cloud, covering permissions, agent and customer-facing features, automation, and reporting. Designed for Jira Service Management project administrators.
Exam Details
Practice Questions
600
≈ 9 practice exams
Duration
180 minutes
Passing Score
50/75
Difficulty
ProfessionalLast Updated
Aug 2026
Topics Covered
Users, Project Roles, and PermissionsAgent-Facing Feature ConfigurationCustomer-Facing Feature ConfigurationCustomer Portal and NotificationsSpecialized Ticket Context CapabilitiesKnowledge Base ManagementAutomation RulesReporting and Dashboards
Atlassian Certified Professional: Managing Jira Service Projects for Cloud (ACP-420) Practice Exam Preparation
Use this ACP-420 practice exam to prepare for Atlassian Certified Professional: Managing Jira Service Projects for Cloud (ACP-420) with realistic questions, detailed explanations, and focused study modes. The practice bank includes 600 questions for Atlassian ACP-420, so you can review the exam steadily instead of relying on one long cram session.
As you practice, pay extra attention to recurring topics such as Users, Project Roles, and Permissions, Agent-Facing Feature Configuration, Customer-Facing Feature Configuration, Customer Portal and Notifications, and Specialized Ticket Context Capabilities. Start with short sessions to identify weak areas, then move into timed quizzes once your accuracy is consistent.
The explanations are especially useful when you want to connect exam wording to the responsibilities and scenarios described in the official certification guidance. Use the free preview first, then unlock the full question bank when you are ready to build a complete study routine.
Exam Domain Breakdown
Customer-Accessible Capabilities21%
Agent-Facing Configuration19%
User Management and Access Control16%
Portal and Communication Setup12%
Rule-Based Process Automation11%
Ticket Contextualization Features9%
Analytics and Performance Tracking7%
Knowledge Management5%
Exam Overview
The Atlassian Certified Professional: Managing Jira Service Projects for Cloud (ACP-420) validates the ability to configure and administer Jira Service Management (JSM) company-managed projects on the Atlassian Cloud platform. The certification covers the full spectrum of JSM project administration, including user access control, agent-facing configuration, customer portal setup, SLA and ticket contextualization, knowledge base management, automation rules, and reporting. Candidates who earn this credential demonstrate they can independently set up and manage service projects that meet enterprise-grade ITSM and service desk requirements.
The exam was updated in April 2025 to align with current JSM Cloud features, making it one of the more current credentials in the Atlassian certification portfolio. It is scoped specifically to company-managed projects on Cloud, meaning familiarity with team-managed projects or Data Center deployments is not sufficient preparation. The credential carries a 24-month validity period and must be renewed to maintain active status.
Who Should Take This Exam
This certification is designed for Jira Service Management project administrators who are responsible for configuring and maintaining company-managed service projects in a Cloud environment. Target roles include JSM administrators, IT service desk managers, ITSM practitioners, and Atlassian platform administrators who own the day-to-day configuration of service projects.
Candidates typically work in IT services, technology, or consulting organizations where Jira Service Management is the primary service desk or ITSM platform. The exam suits those who have moved beyond basic usage and are responsible for advanced configuration decisions such as designing request types, managing permissions, setting up automation, and producing service performance reports.
Prerequisites
Atlassian recommends at least one year of hands-on experience administering Jira Service Management projects before attempting this exam. There are no formal prerequisites or required prior certifications, but practical experience configuring company-managed projects on the Cloud platform is strongly advised, as the exam tests applied knowledge rather than theoretical understanding.
Candidates should be comfortable with core JSM concepts including service project setup, queue and SLA configuration, customer portal customization, agent and customer permissions, and Jira automation. Familiarity with the JSM Cloud interface specifically is important, as the Cloud experience differs meaningfully from the Data Center version. Atlassian's free on-demand training collection, particularly the courses 'Setting up ITSM projects in JSM' and 'Explore Service Project Administration,' are the recommended preparation resources.
Exam Format
The ACP-420 exam consists of up to 75 questions to be completed within 180 minutes, delivered as a proctored online exam. Candidates must achieve a passing score of 50 correct answers (approximately 67%) to earn the certification. The exam is available online with remote proctoring, making it accessible without requiring attendance at a physical testing center.
The exam fee is $249 USD plus applicable taxes. Questions assess practical configuration knowledge across eight defined domains of Jira Service Management administration. The certification remains valid for 24 months from the date of passing, after which renewal is required to maintain active certified status.
Skills Measured
- 1.Customer-Accessible Capabilities (21%): Configuring features and settings that govern how customers interact with service projects, including request types, customer permissions, and service desk portal behavior.
- 2.Agent-Facing Configuration (19%): Setting up and managing features used by service desk agents, including queues, SLA configurations, issue views, and agent workflow tooling.
- 3.User Management and Access Control (16%): Managing users, groups, project roles, and permission schemes to control who can access and perform actions within service projects.
- 4.Portal and Communication Setup (12%): Configuring the customer portal appearance, notification schemes, email channels, and communication settings that shape the customer experience.
- 5.Rule-Based Process Automation (11%): Creating and managing Jira automation rules to streamline service project workflows, trigger actions, and reduce manual effort.
- 6.Ticket Contextualization Features (9%): Using specialized capabilities such as custom fields, screens, issue types, and other context-setting tools to tailor ticket handling to specific service scenarios.
- 7.Analytics and Performance Tracking (7%): Building and interpreting reports and dashboards to measure service performance, SLA compliance, and team productivity.
- 8.Knowledge Management (5%): Configuring and managing a knowledge base integrated with the service project to enable self-service and deflect tickets through article suggestions.
Study Tips
- Download the official Exam Topics PDF from the Atlassian Community certification page and use it as your primary study checklist — every topic listed is fair game and the document maps directly to exam domains with their percentage weights.
- Complete Atlassian University's free on-demand preparation collection, focusing specifically on 'Setting up ITSM projects in JSM' and 'Explore Service Project Administration' — these are cloud-specific and align closely with exam content.
- Avoid using the 'Managing Jira Service Projects Data Center' course as primary study material; the Cloud interface and configuration options differ significantly, and mixing the two can introduce confusion on exam questions.
- Build a hands-on practice environment using a free Jira Service Management Cloud trial. Walk through configuring each exam domain manually — setting up permission schemes, building automation rules, customizing the customer portal, and creating SLAs — since the exam tests applied skills.
- Pay extra attention to the Customer-Accessible Capabilities (21%) and Agent-Facing Configuration (19%) domains, as together they account for 40% of the exam score. Understand the distinction between what agents versus customers can see and do in each configuration area.
- Use the sample questions provided on the official certification page to calibrate your readiness. With 75 questions in 180 minutes, you have about 2.4 minutes per question — practice working at a steady pace without dwelling too long on any single item.
- Join the Atlassian Community forums and peer study groups for the ACP-420, where recent exam-takers share tips, flag updated content areas, and discuss tricky configuration scenarios that are representative of real exam questions.
Career Benefits
Earning the ACP-420 positions professionals as verified experts in Jira Service Management administration, a skill set in high demand across IT services, technology, and consulting industries where Atlassian tools power service desk and ITSM operations. Certified professionals are well-qualified for roles such as Jira Administrator, JSM Platform Engineer, IT Service Desk Manager, and Atlassian Consultant. According to Glassdoor data, Jira Administrators in the United States earn an average of approximately $156,000 per year, with senior-level roles reaching upwards of $214,000.
The ACP-420 complements other Atlassian Professional certifications and can serve as a stepping stone within the broader Atlassian certification track. Because the credential is scoped to Cloud — the direction Atlassian has committed to for product development — it carries relevance for organizations actively migrating from Data Center or Server to Cloud, making certified administrators particularly valuable during and after migration projects.
Sample Questions
5 sample questions with answers and explanations. The full bank has 600 questions, enough for 9 full-length practice exams.
Preview — answers shown1. An automation rule needs to reference whichever form was most recently submitted on a work item, without knowing the form's specific UUID in advance. Which smart value returns that form? (Select one!)
A{{form.recent}}
B{{issue.forms.last}}
C{{issue.form.latest}}
D{{forms.last}}
Explanation
The smart value forms.last returns the most recently submitted form on the current work item regardless of form type, and can be combined with a field name such as forms.last.Company to pull specific field values. issue.forms.last is not a valid smart value path since forms are accessed directly, not nested under issue.forms for the 'last' shortcut. form.recent and issue.form.latest are not recognized smart value expressions in Jira Service Management automation.
2. Fabrikam's Jira site is already connected to a Slack workspace for ChatOps. A separate department wants to connect a second, different Slack workspace to the same Jira site for their own incident channel. Which statement is accurate? (Select one!)
AThis is possible without limitation, since each project can have its own Slack workspace
BThis is possible only if Microsoft Teams is disconnected first
CThis isn't possible; a Jira site can connect to only one Slack workspace at a time
DThis is possible if the second workspace is added under a different project's feature settings
Explanation
A Jira site can connect to only one Slack workspace at a time, so a second, separate workspace cannot be added regardless of which project attempts the connection. This limitation is site-wide, not project-scoped, so switching feature settings on another project does not bypass it. Whether or not Microsoft Teams is connected has no bearing on the one-workspace Slack limit, since the two integrations are governed independently.
3. Dei applies an issue security level called 'Finance Only' to a change request. An agent then creates a subtask under that change request without setting any security level on the subtask. Which security level applies to the subtask? (Select one!)
AIssue-level security cannot be applied when subtasks are enabled on the work type
BThe subtask requires its own separately configured security level before it becomes visible
CNo security level; subtasks are always visible to anyone with project access
DThe subtask automatically inherits the 'Finance Only' security level from its parent
Explanation
Subtasks automatically inherit the issue-level security level of their parent issue, so the subtask created under the Finance Only change request is restricted the same way as its parent without any additional configuration. Subtasks are not always open to anyone with project access when the parent carries a security level. There is no requirement to separately configure a security level on every subtask, since inheritance handles this automatically. Issue-level security and subtasks are fully compatible and do not conflict with each other.
4. Sam deletes the 'Cancel subscription' request type, which has 40 existing resolved work items associated with it. What happens to those 40 work items? (Select one!)
AThe 40 existing work items are permanently deleted along with the request type
BThe 40 existing work items are moved into a dedicated 'deleted request types' queue for administrator review
CThe 40 existing work items are automatically converted to a generic 'Service Request' work type
DThe 40 existing work items keep their data and original work type; only the portal option disappears for future submissions
Explanation
Deleting a request type only removes it as an option from the customer portal; it does not delete or modify any existing work items created under it, which retain their data and original work type unchanged. Jira does not auto-convert existing work items to a generic work type when a request type is deleted, since request type deletion is a portal-facing change, not a data migration. There is no built-in 'deleted request types' queue for reviewing affected work items. The work items themselves are never deleted as a side effect of removing the request type from the portal.
5. Which two statements about customer permissions in Jira Service Management are correct? (Select two!)
Multiple correct answersACustomer permissions must be granted through role-based security types rather than to individual customer accounts
BCustomers are granted portal access through the 'Service Desk Customer - Portal Access' security type
CA restricted request type can still be used as the destination for an inbound email channel
DCustomers automatically receive the same internal comment and queue access as Collaborators
EIndividual customer accounts can be granted permissions directly without using a role or security type
Explanation
Jira Service Management enforces permissions through role-based security types rather than allowing direct grants to individual accounts or ad hoc groups, and portal-only customer access specifically relies on the Service Desk Customer - Portal Access security type. Restricted request types are explicitly excluded from being used as email channel destinations. Customers never gain Collaborator-level internal comment or queue access, since customers cannot see internal comments at all. Permissions cannot be assigned to individual customer accounts directly.
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