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Exam Information
Official specifications published by Atlassian
Exam Format
180 min
Up to 70
60%
Atlassian Certified Professional (ACP)
Registration
$249 USD
PSI Online Proctored, Certiverse (migration in progress), or online proctoring
Validity
24 months
Earn 100 continuing education (CE) units within the 24-month validity period; Retake the exam within 6 months prior to expiration date; 90-day grace period available after expiration for renewal
ACP-420 Exam Topics and Domains
ACP-420 is organized into 8 weighted domains. Expect to work with Jira Service Management Cloud, Assets, Atlassian Intelligence, Confluence Cloud, and more.
1
Distinguish Among Users, Project Roles, and Permissions
16%
Define Users, Project Roles, and Permissions
Define External Users and RolesDefine Internal Users and RolesDistinguish Among JSM Cloud Permission Types
- Define external users and roles (customer, stakeholder, reporter, organization, request participant)
- Define internal users and roles (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)
Manage Customers and Organizations
Customer Sign-Up PermissionsGlobal Customer Access SettingsCustomer Permissions and Sharing
- Describe permissions regarding customer sign-up
- Describe global settings (customer access without login, etc.)
- Set customer permissions regarding channel access and customer sharing of requests
- Manage customer and organization detail fields
Manage Team Members
Agent and Collaborator ManagementProject Permissions and Role AssignmentAssignee Configuration MethodsTroubleshooting Access Issues
- Add and remove agents and collaborators to a project using the Service Desk Team project role
- Add a collaborator to facilitate internal discussion on tickets
- Manage project permissions using project role assignment
- Set the project lead and default assignee
- Manage how assignees are set on requests (manually, project default assignee, component lead, preset value for assignee on request form, automation)
- Use project roles in issue-level security to restrict ticket access
- Troubleshoot access issues with product, project, permission, and issue-level access
2
Configure Agent-Facing Features
19%
Recommend and Troubleshoot Queue Configuration
Queue Design and ConfigurationJQL for Queue Filters
- Translate team and customer requirements into queue configurations to manage incoming requests
- Create, configure, and reorder queues
- Group queues by Priority groups and Other
- Create JQL statements for queue filters, using SLA functions
- Troubleshoot queue configurations
Configure SLAs
SLA Purpose and DesignSLA Troubleshooting
- Describe the purpose of SLAs
- Translate team and customer requirements into SLA configurations
- Configure SLAs with conditions, goals, and calendars
- Troubleshoot SLA configurations
Enable and Disable Features
Feature Tab ManagementITSM Practice FeaturesAlert and Incident Management
- Toggle features on and off from the Feature tab
- Enable the board and calendar to enhance visibility of work
- Describe when to enable service requests, incidents, problems, changes, and post-incident reviews
- Manage alert notifications through on-call rotations, scheduling features, and alert escalations
- Coordinate incident response with chat tools
- Assign alert priorities to incident priorities
- Test new features in the Feature lab
Configure On-Call Functionality
On-Call Schedules and Rotations
- Build and manage on-call schedules
- Define rotations and set routing rules
- Set escalation policies
- Set alert policies
3
Utilize Specialized Capabilities for Adding Context to Tickets
9%
Utilize Assets to Track Company Assets and Configuration Items
Assets Object ModelAssets Custom Fields in JSM
- Utilize (but not configure) object schemas, object types, objects, and attributes
- Reference Assets-related custom fields in request types, forms, queues, etc.
Manage Services Using JSM
Service ConfigurationService Tiers in Automation and Alerts
- Enable Services within the Features tab
- Add and remove services to incidents and changes
- Utilize Service and Service Affected fields on request types
- Configure Services (service relationship, tier, service owners, change approvers, responders, and stakeholders)
- Use service tiers as triggers in automation and alerts
Manage Products and Entitlements Using JSM
Products and Entitlements Configuration
- Enable Products and Entitlements within the Features tab
- Add Entitlements to customers and organizations
- Add Entitlement field to request types to show entitlement and product details on tickets
- Make the Entitlement field a required field to restrict requests to only customers and organizations with the correct product entitlements
4
Configure Customer-Facing Features
21%
Configure Request Types
Request Type and Issue Type AssociationField Configuration on Request TypesWorkflow Status and Access Restriction
- Describe how issue types are associated with request types
- Create and delete request types
- Add request types to portal groups
- Remove portal groups from a request type to hide it from the portal
- Manage request type name, description, icon, and work category
- Add, remove, and reorder fields
- Set field display name and description
- Define the required fields in field configuration versus in request type
- Set default values and hide from portal
- Define fields to be included in the screen scheme for a request type
- Distinguish field layout for customers versus agents
- Customize workflow status name shown to customer
- Restrict specific request types to a subset of individuals or groups who are customers within a project
Configure Forms
Form Creation and StructureForm Attachment and Preferences
- Create a form using a blank form or template (structure with bullets, tables, quotes, and layouts)
- Organize forms using sections and conditional logic
- Configure form field behavior, including default response and linked Jira fields
- Add translations to forms
- Attach forms to request types (manually or via automation)
- Create shareable links
- Manage form preferences (keep open for edits, save PDF on resubmit, lock after submission, show as recommended)
Configure and Manage Email Requests
Email Channel Configuration
- Add custom email accounts
- Manage the request type used for email submissions
- Manage domains using allowlist and blocklist
- Disable email requests
Manage Workflows
Workflow and Approval Configuration
- View the workflow used by a request type
- Explain the benefits of approval steps and transitions visible in the customer portal
- Set up a pre-set list of approvers
- Allow customers to choose approvers
5
Configure the Customer Portal and Notifications
12%
Configure and Manage the Customer Portal
Portal Branding and ConfigurationPortal Language and Translation Management
- Configure and brand the customer portal
- Add announcements to the portal
- Enable agents to add announcements to the portal
- Configure widget settings
- Manage portal groups
- Configure help content links to external resources
- Manage default and additional languages for agents and customers
- Manage translations (portal, request types, customer notifications, email templates)
Configure Virtual Agent
Virtual Agent Setup and Configuration
- Set the virtual agent default request type
- Create Intents to represent a specific problem, question, or request that the virtual agent can help resolve
- Modify text for Standard flows (Greet, Escalate, Resolve, Match intent, Auto-close)
- Enable Atlassian Intelligence answers to utilize knowledge base articles to generate virtual agent responses
- Analyze the virtual agent's previous conversations
Configure and Troubleshoot Notifications and Canned Responses
Customer Notification Configuration
- Identify the events that can be configured to trigger a customer notification
- Enable and disable customer notifications per event
- Modify customer notification subject lines and content
- Distinguish between customer and internal notification types
- Create shared canned responses
6
Manage the Knowledge Base
5%
Configure and Troubleshoot Knowledge Base Connections and Permissions
Confluence Space Integration
- Link and unlink Confluence spaces to a service project
- Manage knowledge base viewing and editing permissions in JSM configuration
Evaluate Methods to Create, Organize, and Share Knowledge Base Content
Article Suggestions and Filtering
- Set up article suggestions per request type
- Restrict articles shown in request type to specific labels
7
Configure Reporting
7%
Create and Optimize JQL Queries to Filter, Sort, and Automate Ticket Management
JSM-Specific JQL Functions
- Create JQL queries with JSM-specific functions (such as approved, breached, entitlement product)
- Save JQL queries as filters and share with users
- Utilize Atlassian Intelligence to assist with creating JQL queries
Design, Manage, and Enhance Custom Reports and Dashboards
Reporting and Dashboard Configuration
- Configure JSM custom series
- Design and manage dashboards, including utilizing JSM gadgets
- Manage customer satisfaction configuration
- Analyze SLA performance, customer satisfaction, and knowledge base reports to make the appropriate modifications to the project settings
8
Manage Automation Rules
11%
Recommend Automation Rules to Meet Business Requirements
Automation Rule Recommendations
- Determine utilizing automation rules for repetitive tasks such as updating fields, assigning tasks, and sending notifications
- Determine utilizing automation rules to alert agents about SLA breaches or pending breaches
- Determine when to use automation rules in place of internal and customer notifications for more relevant communication
- Determine utilizing automation rules to update an Asset status attribute when a Jira ticket goes to a certain status
Configure Automation Rules
Rule Creation and ConfigurationJSM-Specific Triggers, Conditions, and ActionsSmart Values and Rule Management
- Create and configure custom and template-based automation rules
- Configure automation rules to auto-resolve and auto-close tickets
- Configure automation rules to send notifications for status updates, email reminders, and alerts
- Configure rule execution components (triggers, conditions, actions, branch rule)
- Implement JSM-specific triggers, conditions, and actions
- Use smart values to manipulate lists, strings, dates, numbers, and variables
- Enable and disable rules
- Organize rules with labels
- Use Atlassian Intelligence to generate automation rules
Analyze and Troubleshoot Automation Rules
Automation Troubleshooting and Analysis
- Recognize implications of configuring an automation rule for a single project versus multiple projects
- Troubleshoot errors using the audit log (including the use of the log action function) and the automation service status page
- Transfer ownership of automation rules to receive updates on errors that occur during rule execution
- Analyze Performance Insights to evaluate scalability, service limit risks, and overall performance of automation rules
How do I earn this certification?
Passing ACP-420 earns the Atlassian Certified Professional - Managing Jira Service Projects for Cloud (ACP-MJSP) certification. It sits in the ITSM / Service Management Administration track.
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 ACP-420 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: 2025-04-01
Updates
- Atlassian Intelligence in JSM Core exam topics in V2 - Domains 5, 7, and 8
- JSM Virtual Agent New topic in V2 - Domain 5.2
- Products and Entitlements New topic in V2 - Domain 3.3
- On-Call Management Expanded topic in V2 - Domain 2.4
- Rovo AI Agents Not yet directly on ACP-420 exam but related to JSM AI roadmap
Who should take this exam?
- At least 1 year of experience administering Jira service projects
- ITSM with Jira Service Management Foundations certification
- Jira Service Management Agent Essentials certification
- Confluence Essentials certification
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