ACP-420 Managing Jira Service Projects for Cloud Practice Questions
Prepare for ACP-420 with more than an answer.
- Exam fee
- $249 USD
- Time limit
- 180 minutes
- Questions on the exam
- Up to 70
- Passing score
- 60%
- Level
- Atlassian Certified Professional (ACP)
- Valid for
- 24 months
Domains covered on the exam 8
- Distinguish Among Users, Project Roles, and Permissions16%
- Configure Agent-Facing Features19%
- Utilize Specialized Capabilities for Adding Context to Tickets9%
- Configure Customer-Facing Features21%
- Configure the Customer Portal and Notifications12%
- Manage the Knowledge Base5%
- Configure Reporting7%
- Manage Automation Rules11%
- 1
A global enterprise has implemented a 'Follow-the-Sun' support model. They have a 'Time to first response' SLA configured as follows:
- Goal 1: Priority = High -> 1 hour target, Calendar = 24/7
- Goal 2: Priority = Medium -> 4 hour target, Calendar = 'Sydney Business Hours (9-5)'
- Goal 3: Priority = Medium -> 4 hour target, Calendar = 'London Business Hours (9-5)'
A ticket is created at 10:00 AM London time with Priority = Medium. The reporter is based in Sydney, where it is currently 8:00 PM.
Based on JSM's SLA evaluation rules, how will the SLA engine process this ticket?
flowchart LR A[Ticket Created] --> B{SLA Engine Evaluates Goals} B --> C[Goal 1: High Priority?] B --> D[Goal 2: Medium Priority?] B --> E[Goal 3: Medium Priority?]Show answer details
Correct answer: D
JSM evaluates SLA goals in order from top to bottom and applies the FIRST goal whose JQL condition matches the issue. Since Goal 2 (Medium Priority) matches the ticket, the engine applies Goal 2 and stops evaluating. Goal 3 will never be applied to a Medium ticket as long as Goal 2 is above it. This is a classic misconfiguration when attempting geographic SLAs without using region-specific JQL (e.g., Reporter Region = London).
- 2
A service desk team wants to separate routine user questions (e.g., 'How do I connect to the VPN?') from reports of system outages (e.g., 'The VPN server is down'). Which ITSM practice features should the administrator enable in the project's Features tab to accurately categorize and manage these distinct work types?
Show answer details
Correct answer: C
In ITIL and JSM, a 'Service request' is a formal request for something to be provided (like information or access), while an 'Incident' is an unplanned interruption to an IT service. Enabling these two features allows the project to use distinct issue types and workflows for each scenario.
- 3
As a Jira Service Management administrator, you have read about a new AI-powered triage feature that Atlassian is rolling out. You want to test this feature in your production instance but ensure it only applies to your specific service project without affecting other teams. Where should you go to safely enable and evaluate this?
Show answer details
Correct answer: D
The 'Feature lab' is located in Project Settings. It allows project administrators to toggle early-access or experimental features on a per-project basis, letting them test new capabilities safely before rolling them out more broadly.
- 4
A financial services organization uses Jira Service Management to handle requests from external vendors. A vendor submits a complex procurement request. The vendor's external legal counsel needs to view this specific ticket and receive email updates, but the counsel should not be added to the vendor's Organization group in JSM, as they are not authorized to view other tickets from that vendor. Which role is most appropriate for the legal counsel in this scenario?
Show answer details
Correct answer: B
A Request Participant is an external user who is added to a specific ticket. They can view the ticket, receive notifications, and add comments, but this access is strictly limited to that single request. Adding them to an Organization would give them visibility into all requests shared with that Organization. Collaborator is an internal role, and Customer is the base role (the reporter is a customer).
- 5
To optimize the B2B support experience, you are configuring a new JSM project for enterprise clients. The business requirement states that anyone from specific approved client email domains (e.g., @clientA.com, @clientB.com) should be able to email the service desk and have an account automatically created. However, the customer portal itself should not have a public 'Sign up' button, preventing random internet users from creating accounts. Which TWO global and project-level settings must be combined to achieve this? (Select TWO)
Show answer details
Correct answer: A, B
To allow automatic account creation via email for specific domains, the global setting must allow open access (Anyone can email...), while the project-level setting restricts it to customers added to the project. The domain allowlist handles the specific domain restriction.
By setting the project permission to 'Customers my team adds', you remove the public sign-up link from the portal. When combined with an email domain allowlist, approved domains bypass this restriction for email creation.
- 6
A Human Resources service desk has strict confidentiality requirements.
Background: The HR team handles 'Onboarding', 'Benefits', and 'Termination' request types.
Constraint 1: 'Termination' requests must only be visible to the Reporter and members of the 'HR-Managers' group.
Constraint 2: Regular HR agents (in the 'HR-Agents' group) handle 'Onboarding' and 'Benefits', but must be completely blocked from viewing or searching 'Termination' tickets.As the JSM administrator, you decide to implement Issue-Level Security. Which approach represents the correct configuration to meet these requirements?
flowchart TD A[Create Issue Security Scheme] --> B[Create Security Level: Highly Confidential] B --> C[Add 'Reporter' to Level] B --> D[Add 'Project Role: Administrators' to Level] D --> E[Assign Scheme to HR Project] E --> F[Automation: Set Security Level on Creation]Show answer details
Correct answer: C
Issue-level security determines who can view specific tickets within a project. To restrict access to a subset of agents, you must create a specific security level that includes the Reporter (so the customer can still see their ticket) and a specific Project Role (or group) that represents the elevated agents. The 'Service Desk Team' role includes all agents, which violates Constraint 2. Automation is the standard way to dynamically apply issue security based on Request Type in JSM Cloud.
