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Exam Information
Official specifications published by Atlassian
Exam Format
60 min
30
68%
Atlassian Certified Associate (ACA)
Registration
$100 USD
Certmetrics or online proctoring
Validity
24 months
Retake the exam before the 24-month expiration; Complete the certification renewal process via Atlassian University
ACA-925 Exam Topics and Domains
ACA-925 is organized into 5 weighted domains. Expect to work with Jira Service Management Cloud, Atlassian Intelligence, Bitbucket Cloud, Confluence Cloud, and more.
1
Navigation, Settings, and Access
16%
Navigating Jira Service Management
JSM Agent Interface LayoutProject NavigationAgent View vs. Customer Portal View
- Navigate the JSM agent interface including the left sidebar, navigation bar, and project views
- Switch between projects and service projects
- Differentiate between the agent view and the customer portal view
- Use the global navigation bar to locate projects, boards, and dashboards
Roles and Permissions
Service Project RolesPermission Levels
- Understand service project roles: agents, customers, project administrators
- Define what a Service Management agent role means (JSM license + Service Desk Team role)
- Identify actions agents can perform versus what customers can perform
- Understand how project roles affect visibility and feature access
Customer Portal and Access
Customer Portal AccessCustomer Actions in the Portal
- Explain how customers access the customer portal
- Describe how customer permissions are controlled via the 'Who can raise requests?' setting
- List what customers can do in the portal (submit requests, view request lists, search KB, submit forms)
- Understand the customer request list view and its filtering capabilities
Personal Settings and Preferences
Agent Dashboard Customization
- Customize the agent dashboard layout
- Configure personal notification preferences
- Distinguish between personal settings and project settings
2
Managing Tickets and Knowledge Base Articles
40%
Ticket Lifecycle and Workflow
Ticket CreationTicket Statuses and Transitions
- Understand the different methods of ticket creation (portal, email, agent)
- Navigate ticket statuses and status transitions
- Cancel a ticket using the Cancel option from the Status dropdown
- Differentiate between resolving and closing a ticket
Working with Tickets as an Agent
Ticket Detail Management
- View and edit ticket details including fields, request type, priority, and assignee
- Add internal comments (for agents only) and external replies (visible to customers)
- Attach files and link related issues
- Use the activity stream on a ticket
Request Types and Forms
Request TypesForms in JSM
- Understand request types and their purpose in organizing service delivery
- Explain how request types map to issue types
- Recognize and use forms in JSM for collecting structured data
- Use correct JSM terminology when referring to forms
Issue Types and Work Items
ITSM Issue Types
- Understand the ITSM issue types: Incidents, Service Requests, Problems, Changes
- Recognize that each issue type has a different workflow
- Identify which ITSM practice applies to a given scenario
Incident Management
Incident Workflow and Major Incidents
- Understand the incident management workflow in JSM
- Use the Major Incident toggle to flag high-severity tickets
- Differentiate the Major Incident toggle from creating an alert, escalating, or editing impact level
- Understand incident escalation procedures and when to use them
Knowledge Base Articles
Knowledge Base Integration and Usage
- Explain the purpose of a linked Confluence knowledge base
- Describe how KB articles help customers self-serve and deflect requests
- Suggest knowledge base articles to customers
- Use the Requests deflected report to measure KB performance
Customer Communication
Communication Methods and Customer Satisfaction
- Use internal comments and external replies appropriately
- Understand how CSAT surveys work in JSM
- Apply best practices for timely customer communication
3
Queues, SLAs, Search, and Reports
24%
Queues
Queue Structure and Usage
- Understand queue structure and purpose in JSM
- Navigate between different queues
- Explain how queue criteria filter tickets
- Use queues to manage daily workload
Service Level Agreements (SLAs)
SLA ComponentsSLA Monitoring
- Understand SLA components: start conditions, pause conditions, stop conditions, time targets, and calendars
- Explain how the calendar affects SLA measurement (business hours vs. 24/7)
- Monitor SLA status on tickets (time remaining, approaching breach, breached)
- Use JQL functions for SLA and request monitoring
Search
Search Capabilities
- Use basic search to find work items, boards, and projects
- Understand search filters and JQL basics
- Search for tickets using different criteria
- Use JQL functions for SLA monitoring
Reports and Dashboards
Built-in ReportsDashboard Usage
- Identify and use built-in reports in JSM (Requests deflected, Workload, SLA Success Rate, Service requests)
- Understand that the Requests deflected report measures KB article performance
- Use dashboards to monitor team and individual performance
- Customize dashboard layout
4
Advanced Features
8%
Assets (Insight)
Assets Management
- Understand the Assets feature in Jira Service Management
- Navigate the Assets interface
- Use asset objects to track inventory (licenses, hardware, software)
- View object graphs to understand relationships between assets (agent-only capability)
Virtual Agent
Virtual Agent Capabilities
- Understand what the virtual agent does in JSM
- Distinguish between human agent and virtual agent capabilities
- Identify that on-call schedule review requires a human agent
- Explain how virtual agents boost productivity
Atlassian Intelligence
AI-Powered Features
- Understand how Atlassian Intelligence features enhance agent productivity
- Identify AI-powered features in JSM (summarization, suggestions, categorization)
- Explain how AI helps eliminate repetitive manual tasks
Change Management
Change Management Practice
- Understand the change management practice in JSM
- Identify change request types and workflows
- Explain risk assessment and approval processes for changes
5
Notifications, Automation, and Integrations
12%
Notifications
Notification Configuration
- Configure customer notification settings
- Understand internal notifications in team-managed projects
- Differentiate between customer-facing and internal notifications
- Troubleshoot common notification issues
Automation Rules
Automation Building Blocks and Use Cases
- Understand what automation is and how it works in Atlassian products
- Identify the building blocks of automation rules: triggers, conditions, and actions
- Recognize automation in action (e.g., automatic ticket assignment based on queue count)
- Build simple automation rules for common use cases
Integrations
Service Project Integrations
- Integrate a service project with Bitbucket repositories
- Integrate with Statuspage for incident communication
- Understand Slack integration for request management
- Explain how integrations enhance the service project
How do I earn this certification?
Passing ACA-925 earns the Atlassian Certified Associate - Jira Service Management Agent Essentials certification. It sits in the IT Service Management (ITSM) track.
Next Level Options
Alternative Paths
- ACA-910 - ITSM with Jira Service Management FoundationsIf you want deeper ITSM framework knowledge rather than agent-focused skills
- ACA-900 - Jira Software EssentialsIf your role spans both Jira Software and JSM usage
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
The most effective way to prepare for ACA-925 is by using the PlanetCert Simulator to practice questions and review detailed explanations.
What's changed on this exam?
Current Status
- ACTIVE
- Last content update: 2024-10-01
- Announcement date: 2024-10-01
Updates
- Jira Service Management Virtual Agent Current (2026) Domain 4 tests Virtual Agent capabilities including Slack responses, article suggestions, and distinguishing from human agent actions. Expanded Rovo Agents features may appear in future exam updates. • Release date: Ongoing updates
- Atlassian Intelligence (AI) Current (2026) Domain 4 covers AI-powered summarization, suggestions, and categorization. Expanding AI capabilities (Rovo Agents, smart triage) may be added to future exam versions. • Release date: Ongoing updates
- Jira Service Management Assets (Insight) Current (2026) Domain 4 tests Assets/Insight knowledge including asset objects for inventory tracking and object graphs. Assets is now part of the broader Service Collection. • Release date: Ongoing updates
- Jira Automation Current (2026) Domain 5 tests automation rules (triggers, conditions, actions) and common use cases like automatic ticket assignment based on queue count thresholds. • Release date: Ongoing updates
Who should take this exam?
This exam is typically taken by Jira Service Management agents who handle tickets daily and IT support specialists and help desk staff.
- Basic familiarity with Jira Service Management
- Experience tracking and resolving incidents, problems, changes, and service requests
- Completed 'Get the most out of Jira Service Management' learning path (1h 35m)
- Completed 'Explore advanced JSM capabilities as an agent' learning path
Related practice tests
- ACA-915Atlassian Certified Associate - Atlassian Cloud Foundations (ACA-ACF)
- ACA-920Atlassian Certified Associate - Confluence Essentials
- ACA-900Atlassian Certified Associate - Jira Essentials
- ACA-905Atlassian Certified Associate - Jira Software Board Configuration
- ACA-930Atlassian Certified Associate - Loom Essentials