Use this quick start guide to collect all the information about Atlassian Managing Jira Service Projects for Cloud (ACP-420) Certification exam. This study guide provides a list of objectives and resources that will help you prepare for items on the ACP-420 Atlassian Managing Jira Service Projects for Cloud exam. The Sample Questions will help you identify the type and difficulty level of the questions and the Practice Exams will make you familiar with the format and environment of an exam. You should refer this guide carefully before attempting your actual Atlassian ACP-MJSP certification exam.
The Atlassian Managing Jira Service Projects for Cloud certification is mainly targeted to those candidates who want to build their career in Jira service management domain. The Atlassian Certified Professional - Managing Jira Service Projects for Cloud (ACP-MJSP) exam verifies that the candidate possesses the fundamental knowledge and proven skills in the area of Atlassian ACP-MJSP.
Atlassian Managing Jira Service Projects for Cloud Exam Summary:
| Exam Name | Atlassian Certified Professional - Managing Jira Service Projects for Cloud (ACP-MJSP) |
| Exam Code | ACP-420 |
| Exam Price | $249 (USD) |
| Duration | 180 mins |
| Number of Questions | 75 |
| Passing Score | 66% |
| Books / Training | Become an effective Jira Service Management project admin |
| Schedule Exam | Certmetrics |
| Sample Questions | Atlassian Managing Jira Service Projects for Cloud Sample Questions |
| Practice Exam | Atlassian ACP-420 Certification Practice Exam |
Atlassian ACP-420 Exam Syllabus Topics:
| Topic | Details |
|---|---|
Distinguish among users, project roles, and permissions - 16% |
|
| Define users, project roles, and permissions |
- 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 |
- Describe permissions regarding customer sign-up. - Describe global settings (customer access w/o login, etc.). - Set Customer permissions regarding channel access and customer sharing of requests. - Manage customer and organization detail fields. |
| Manage team members |
- 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, issue-level access. |
Configure agent facing features - 19% |
|
| Recommend and troubleshoot queue configuration |
- 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 |
- 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 |
- 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 |
- Build and manage on-call schedules. - Define rotations and set routing rules. - Set escalation policies. - Set alert policies. |
Utilize specialized capabilities for adding context to tickets - 9% |
|
| Utilize Assets to track company assets and configuration items |
- 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 |
- 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 |
- 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. |
Configure customer facing features - 21% |
|
| Configure request types |
- 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 |
- Create a form using a blank form or template (structure the form with bullets, tables, quotes, and layouts). - Organize forms using sections and conditional logic. - Configure form fields 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 the form preferences that affect how a form behaves.
|
| Configure and manage email requests |
- Add custom email accounts. - Manage the request type used for email submissions. - Manage domains using allowlist and blocklist. - Disable email requests. |
| Manage workflows |
- 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. |
Configure the customer portal and notifications - 12% |
|
| Configure and manage the customer portal |
- Configure and brand the customer portal. - Add announcements to 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, and email templates). |
| Configure Virtual Agent |
- 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, and 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 |
- 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. |
Manage the knowledge base - 5% |
|
| Configure and troubleshoot knowledge base connections and permissions |
- 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 |
- Set up article suggestions per request type. - Restrict articles shown in request type to specific labels. |
Configure reporting - 7% |
|
| Create and optimize JQL queries to filter, sort, and automate ticket management |
- 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 |
- 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. |
Manage automation rules - 11% |
|
| Recommend automation rules to meet business requirements |
- 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 |
- 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. |
| Analyze and troubleshoot automation rules |
- 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. |
To ensure success in Atlassian ACP-MJSP certification exam, we recommend authorized training course, practice test and hands-on experience to prepare for Atlassian Managing Jira Service Projects for Cloud (ACP-420) exam.