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100+ Free ACP-420 Practice Questions

Pass your Atlassian Managing Jira Service Projects for Cloud (ACP-420) exam on the first try — instant access, no signup required.

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In a Jira Service Management (JSM) Cloud project, what is the primary difference between an agent and a customer?

A
B
C
D
to track
2026 Statistics

Key Facts: ACP-420 Exam

75

Exam Questions

Atlassian

66%

Passing Score

Atlassian

180 min

Exam Duration

Atlassian

$249

Exam Fee

Atlassian

~20%

Queues, SLAs, Calendars

Largest domain

2 years

Validity

Atlassian

ACP-420 has up to 75 multiple-choice and scenario-based questions in 180 minutes with a passing score of approximately 66%. Domains: Queues/SLAs/Calendars (~20%), Request Types and Forms (~15%), Customer Portal and KB (~15%), Customer Permissions and Channels (~15%), Project Setup and ITSM Templates (~15%), Workflows and Automation (~15%), and Incident/Problem/Change Management (~5%). Atlassian recommends 1-2 years of JSM Cloud experience. Certification is valid 2 years. Exam fee is $249 USD via Kryterion Webassessor.

Sample ACP-420 Practice Questions

Try these sample questions to test your ACP-420 exam readiness. Each question includes a detailed explanation. Start the interactive quiz above for the full 100+ question experience with AI tutoring.

1In a Jira Service Management (JSM) Cloud project, what is the primary difference between an agent and a customer?
A.Agents need a paid JSM license to work on requests; customers raise requests via the portal at no extra cost
B.Customers must have a JSM license; agents are free
C.Both agents and customers count against the same paid license tier
D.Only the project lead is licensed; everyone else uses a free license
Explanation: In JSM Cloud, agents (the people who triage, comment internally, transition issues, and resolve requests) consume paid JSM agent licenses. Customers, who raise requests through the portal or by email, are unlimited and free. This is one of the most important licensing distinctions on the exam.
2Which JSM Cloud project template ships with Incident, Problem, Change, and Service Request workflows out of the box?
A.Customer Service Management
B.HR Service Management
C.IT Service Management
D.General Service Management
Explanation: The IT Service Management (ITSM) template is preconfigured with the four classic ITIL practices: Incident, Problem, Change, and Service Request. Customer Service, HR, General, and Business Service Management templates start with simpler request workflows and let you add ITSM practices later if needed.
3A request type in JSM Cloud is best described as:
A.A standalone object unrelated to issue types
B.A customer-facing wrapper that maps to an underlying issue type
C.A type of workflow transition
D.A field configuration scheme
Explanation: Each request type in JSM is a customer-facing form (with its own name, icon, description, and field layout) that is backed by a Jira issue type. Customers see request types in the portal; agents see the underlying issue type. Multiple request types can share one issue type (e.g., 'Reset password' and 'Get help with account' could both map to the 'Service Request' issue type).
4Which of these is a default SLA that ships with most JSM Cloud projects?
A.Time to escalation
B.Time to first response
C.Time to manager approval
D.Time to deployment
Explanation: Time to first response and Time to resolution are the two SLAs that most JSM project templates create by default. 'Time to first response' measures how quickly an agent provides the first comment back to the customer; 'Time to resolution' measures the total time to resolve.
5In JSM Cloud, which three components are required to create a custom SLA?
A.Goal, calendar, and JQL conditions for start/pause/stop
B.Workflow, screen, and field configuration
C.Permission, notification, and security scheme
D.Agent, customer, and organization
Explanation: A custom SLA needs: a goal (target time, e.g., 4h), a working calendar (24x7 or a business-hours calendar), and JQL conditions that define when the timer starts, pauses, and stops. Without these three pieces JSM cannot calculate or display SLA progress.
6What is the customer portal URL pattern for a JSM Cloud help center?
A./admin/portal/{projectKey}
B./servicedesk/customer/portal/{projectId} accessed via the help center URL of the site
C./jira/projects/{projectKey}/portal
D./help/{projectKey}/customers
Explanation: Customers reach a JSM project portal through the site's help center, which lists all available portals. Each individual project portal lives at /servicedesk/customer/portal/{projectId} on the cloud site. Admins can also customize the help center name, logo, banner, and announcement.
7How does JSM surface a Confluence knowledge base article in the customer portal?
A.Articles are randomly recommended based on agent comments
B.JSM searches the linked Confluence space and matches article titles against the customer's typed request summary
C.Articles must be manually attached to each request type
D.Confluence articles are never visible to portal customers
Explanation: When a JSM project is linked to a Confluence space, customers see suggested articles in the portal as they type a request summary. The match is based on title relevance against what the customer is typing. Articles must be visible to the same audience as the portal (anyone can view, or restricted to logged-in customers).
8A JSM admin wants only employees from acme.com to be allowed to send requests via email. Which feature should they configure?
A.Customer permissions set to 'closed'
B.Approved (allowlist) domains for the email channel
C.Issue security scheme
D.Notification scheme
Explanation: The email channel can be locked down by adding allowed domains. Only senders whose email matches the allowlist can create requests; others are bounced. Customer permissions control portal sign-up, not the email channel allowlist.
9What is a JSM customer organization?
A.A managed account organization at the Atlassian site level
B.A grouping of customers that share visibility into requests submitted by any member
C.A premium-only feature replacing project roles
D.A type of issue link
Explanation: A customer organization (e.g., 'Acme Corp') groups external customers so any member can view and comment on requests raised by other members of the same organization. This is the standard pattern for B2B service desks where multiple contacts at a customer company need shared visibility.
10What is a JSM queue?
A.A saved JQL filter rendered as a triage list with selected columns and sort order
B.A workflow status
C.A type of SLA
D.An automation trigger
Explanation: Queues are saved JQL views designed for agent triage. They define the JQL that selects issues, the columns shown, and the sort order. Agents work from queues rather than the backlog or board. JSM ships with default queues like 'All open' and admins can create custom queues per team or priority.

About the ACP-420 Exam

The ACP-420 Managing Jira Service Projects for Cloud exam validates that you can configure and administer a Jira Service Management (JSM) Cloud project. It covers ITSM project templates, agent vs customer roles, request types and forms, customer portal and Confluence knowledge base, customer permissions, email channel and allowed domains, queues with JQL, SLAs with goals and calendars, JSM workflow post functions, automation rules, and the ITSM practices of incident, problem, and change management.

Questions

75 scored questions

Time Limit

180 minutes

Passing Score

66%

Exam Fee

$249 USD (Atlassian / Kryterion Webassessor)

ACP-420 Exam Content Outline

~15%

Project Setup and ITSM Templates

Service project templates (IT Service Management with Incident/Problem/Change/Service Request, Customer Service, HR, General, Business Service Management), agent vs customer roles, and project channels

~15%

Request Types and Forms

Request types mapped to issue types, request type fields and required vs hidden fields, agent vs customer views, request type groups, and Atlassian Forms

~15%

Customer Portal and Knowledge Base

Help center URL, branding and announcements, featured request types, Confluence knowledge base linking, and surfacing articles via title match in the portal

~15%

Customer Permissions and Channels

Open vs closed portal, customers added vs anyone allowed to sign up, customer organizations, email channel and allowlist domains, virtual agent, and embedded request widget

~20%

Queues, SLAs, and Calendars

Default and custom queues with JQL, agent views, SLAs (Time to first response, Time to resolution) with goals, working calendars (24x7 or business hours), and JQL start/pause/stop conditions

~15%

Workflows and Automation

JSM workflow post functions (Resolve issue, Search relevant knowledge), automation rules (Auto-respond to customer, Resolve from KB article, Escalate on SLA breach), triggers and smart values

~5%

Incident, Problem, and Change Management

Incident command center and active incidents, linking incidents to a problem for root cause analysis, change risk, change advisory board (CAB), change calendar, and Opsgenie integration

How to Pass the ACP-420 Exam

What You Need to Know

  • Passing score: 66%
  • Exam length: 75 questions
  • Time limit: 180 minutes
  • Exam fee: $249 USD

Keys to Passing

  • Complete 500+ practice questions
  • Score 80%+ consistently before scheduling
  • Focus on highest-weighted sections
  • Use our AI tutor for tough concepts

ACP-420 Study Tips from Top Performers

1Memorize the IT Service Management template's four out-of-the-box request types: Incident, Problem, Change, and Service Request - know which workflows ship with each
2Understand agent vs customer roles - agents need a JSM license, customers do not, and customer-only access is FREE for unlimited customers
3Master SLA configuration: goal time, working calendar (24x7 or business hours), and JQL start/pause/stop conditions - SLAs are the most-tested area
4Practice queue JQL: queues are saved JQL filters with sort order; agents work from queues, not from the project backlog
5Know the four customer permission options: anyone with a link without account, anyone allowed to sign up, customers we add, and approved domains
6Study the 'Search relevant knowledge' workflow post function and how knowledge base articles surface in the portal via title match
7Understand customer organizations - members share visibility on requests submitted within the organization (shared queue effect)

Frequently Asked Questions

What is the ACP-420 exam?

ACP-420 is the Atlassian Managing Jira Service Projects for Cloud exam. It validates that an admin can configure JSM Cloud projects including request types, queues, SLAs, customer portal, knowledge base, automation, and ITSM practices for incident, problem, and change management.

How many questions are on the ACP-420 exam?

ACP-420 has up to 75 multiple-choice and scenario-based items delivered in 180 minutes. The passing threshold is approximately 66%. The exam is delivered online-proctored or at a Kryterion test center for $249 USD.

Are there prerequisites for the ACP-420 exam?

There are no formal prerequisites, but Atlassian recommends at least 1-2 years of hands-on Jira Service Management Cloud experience. Familiarity with request types, queues, SLAs, customer portal, and ITSM workflows is expected.

What is the largest domain on the ACP-420 exam?

Queues, SLAs, and Calendars is typically the largest area at roughly 20%. Expect questions on building queues with JQL, creating custom SLAs with start/pause/stop conditions, configuring working calendars, and SLA breach reporting and automation.

How should I prepare for the ACP-420 exam?

Plan for 30-50 hours of study over 4-6 weeks. Use the free Atlassian University Managing Jira Service Projects for Cloud course, spin up a free JSM Cloud trial site, configure several request types and SLAs, link a Confluence space, and complete 100+ practice questions aiming for 80%+ before scheduling.

How long is the ACP-420 certification valid?

Atlassian Certified Professional certifications are valid for 2 years from the pass date. To maintain the credential you can either retake the current exam or complete the official renewal assessment before expiration.