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
See Atlassian exam page
Difficulty
ProfessionalLast Updated
Oct 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 ACP-420 Jira Service Projects Practice Exam
ACP-420 certifies administrators who configure company-managed Jira Service Management projects in the cloud. The blueprint refreshed on April 15, 2025 spans eight domains: customer-facing features (about 21%), agent-facing features (19%), users, project roles, and permissions (16%), the customer portal and notifications (12%), automation rules (11%), specialized capabilities that add context to tickets (9%), reporting (7%), and the knowledge base (5%). Atlassian's own exam-topics document is the source of truth for the weights, so download it before you book.
The exam allows 180 minutes and costs $249 plus tax, with retakes at the same price after a seven-day wait. Atlassian's pages and recent exam write-ups disagree on the exact length and passing mark - one lists up to 70 questions and 60%, another describes 75 questions with 50 correct - so check the current exam page rather than trusting a fixed number. It is proctored online or at a testing center, there is no formal prerequisite, and Atlassian recommends at least a year of administering Jira service projects.
Use these 600 questions to practise scenario judgment: which request type, queue, or permission scheme solves a service-desk problem, how automation rules and portal settings interact, and what a good SLA or report setup looks like. The certification lasts 24 months with a 90-day grace period, and you renew by earning continuing-education units or retaking the exam in the six months before expiry.
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
ACP-420 certifies administrators who configure company-managed Jira Service Management projects in the cloud. The exam was refreshed on April 15, 2025 and covers eight domains: customer-facing features, agent-facing features, users, project roles, and permissions, the customer portal and notifications, automation rules, specialized capabilities for adding context to tickets, reporting, and the knowledge base.
It suits Jira service project administrators who set up request types, queues, SLAs, automation, and knowledge bases for service teams.
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 exam allows 180 minutes and costs $249 plus tax, with retakes at the same price after a seven-day wait. Atlassian's pages and recent write-ups disagree on the question count and passing mark (up to 70 questions and 60% on one page, 75 questions with 50 correct in a 2025 walkthrough), so check the current exam page before booking. It is proctored online, or at a testing center if you cannot test online. The certification is valid for 24 months with a 90-day grace period and renews through continuing-education units or a retake within six months before expiry.
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
ACP-420 shows that you can configure and run Jira Service Management projects beyond the defaults. It suits service desk administrators and Atlassian consultants, and it is most convincing alongside a live service project you have configured.
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. Which two JQL SLA functions specifically exclude issues whose SLA cycle has not yet begun? (Select two!)
Multiple correct answersApaused()
BeverBreached()
Ccompleted()
Drunning()
Ebreached()
Explanation
Both paused() and running() only evaluate issues whose SLA cycle has actually started, excluding issues that have not yet begun their SLA clock. The everBreached() function assesses an issue's entire breach history regardless of whether a cycle is currently active. The completed() function looks for cycles that reached a stop event, which is a different condition than cycle-start exclusion. The breached() function evaluates the outcome of the most recent cycle and does not carry the same not-yet-begun exclusion.
2. When building conditional logic with an If/Else block inside an automation rule condition, how many levels deep can the nesting go? (Select one!)
AUnlimited
B3
C1
D2
Explanation
The If/Else block supports nesting up to two levels deep, which is sufficient for most branching logic while keeping rules maintainable. A single level would not allow nested branching at all. Three levels or unlimited nesting exceed the actual platform limit and would cause the rule builder to reject the configuration.
3. Which two standard virtual service agent flows are responsible for bringing a customer conversation to a close? (Select two!)
Multiple correct answersAGreet
BResolve with CSAT
CMatch Intent
DAuto-close
EEscalate
Explanation
Resolve with CSAT ends a conversation once a resolution has been reached by asking the customer for a satisfaction score, and Auto-close ends an inactive conversation after 5 minutes by prompting the customer to confirm they received help. Greet only posts an opening message when the customer first writes in and does not close conversations. Match Intent runs early to route the customer to the correct intent or an AI answer, it plays no role in ending the conversation. Escalate hands the conversation off by creating a Jira issue rather than performing the closing behavior owned by Resolve with CSAT and Auto-close.
4. Which two fields can never be added to a request type's field layout, regardless of whether they would be hidden from the portal? (Select two!)
Multiple correct answersAIssue type
BReporter
CAssignee
DLinked issues
EPriority
Explanation
Issue type and Reporter are excluded entirely from request type field layouts in Jira Service Management; there is no way to place them on a request type, hidden or otherwise. Assignee and Linked issues can be added to the layout but must be hidden from the customer portal, which is a different restriction. Priority has no such restriction and can be added and shown normally.
5. Which two of the following are among the five work categories used to organize request types in an IT service management project? (Select two!)
Multiple correct answersAAlerts
BChanges
CEscalations
DPost-Incident Reviews
ENotifications
Explanation
The five work categories in an IT service management project are Service Requests, Incidents, Problems, Changes, and Post-Incident Reviews. Changes groups planned modifications requiring approval, and Post-Incident Reviews groups blameless retrospectives after an incident. Alerts, Escalations, and Notifications are real Jira Service Management concepts elsewhere in the product, such as on-call alerting and communication settings, but none of them is one of the five work categories.
Frequently Asked Questions
Is ACP-420 still available?
Yes. Atlassian still lists it on its current certification pages. The refreshed exam launched on April 15, 2025.
How much does ACP-420 cost?
$249 plus tax. Retakes cost the same, and Atlassian vouchers are valid for 365 days.
How many questions are on ACP-420 and what is the passing score?
The exam allows 180 minutes. Atlassian's page lists up to 70 questions and 60%, while a 2025 blueprint walkthrough describes 75 questions with 50 correct, so check the current exam page before booking.
What are the ACP-420 domains?
Eight domains. The largest are customer-facing features (about 21%), agent-facing features (19%), and users, project roles, and permissions (16%).
How long is ACP-420 valid and how do I renew?
24 months, with a 90-day grace period. Renew with continuing-education units or by retaking the exam within six months before expiry.
Can I retake ACP-420 if I fail?
Yes, after a seven-day wait, and you pay the exam fee again.
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