Managing Jira Service Projects for Cloud (ACP-420) Preparation Details
The ACP-420 Managing Jira Service Projects for Cloud exam validates your ability to configure and manage Jira Service Management service projects. This study guide maps every official exam objective to Atlassian documentation so you can prepare efficiently and confidently. You can also explore more Atlassian certification study guides on the Atlassian category to keep building your skills.
Managing Jira Service Projects for Cloud Materials
1. Distinguish among users, project roles, and permissions ~ 16% of the exam
01.01 Define users, project roles, and permissions
Define external users and roles (customer, stakeholder, reporter, organization, request participant).
What are space roles in Jira Service Management?
What are service space customers and organizations?
What are request participants?
About the assignee, reporter, and other people involved in a work item
Define internal users and roles (agent, assignee, collaborator, watcher, project admin, Jira admin, org admin).
What are space roles in Jira Service Management?
What are app roles in Jira Service Management?
What do agents do in Jira Service Management?
About the assignee, reporter, and other people involved in a work item
Give Jira users permission to comment on service project work items
Distinguish among the types of JSM Cloud permissions (product access, global permissions, permission scheme, customer permissions, knowledge base permissions).
What are app roles in Jira Service Management?
Permissions for your service space and Jira site
Manage knowledge base permissions
01.02 Manage customers and organizations
Describe permissions regarding customer sign-up.
Change access settings for your customers
Change service space customer permissions
How customer access settings impact project permissions
Configure settings to authenticate your customers
Describe global settings (customer access w/o login, etc.).
Change access settings for your customers
How customer access settings impact project permissions
Set up and manage portal access
Allow anyone to view knowledge base articles
Set Customer permissions regarding channel access and customer sharing of requests.
Change service space customer permissions
Permissions for your service space and Jira site
What are customer permission settings for email requests?
What are request participants?
Manage customer and organization detail fields.
Manage organization detail fields
Manage your customers and organizations
Import customer and organization details through API or CSV
01.03 Manage team members
Add and remove agents and collaborators to a project using the “Service Desk Team” project role.
Add an agent to your service space
Remove an agent from a service project
Manage service project role memberships
Add your service space agents to work on requests
Add a collaborator to facilitate internal discussion on tickets.
Give Jira users permission to comment on service project work items
Manage service project role memberships
How can service project and software teams work together?
Manage project permissions using project role assignment.
Manage service project role memberships
Customize Jira Service Management permissions
Set the project lead and default assignee.
Edit your service space details
Manage how assignees are set on requests (manually, project default assignee, component lead, preset value for assignee on request form, automation).
Assign work items from your queue
Use project roles in issue-level security to restrict ticket access.
Configure work item security schemes
Manage service project role memberships
Troubleshoot access issues with product, project, permission, issue-level access.
What are app roles in Jira Service Management?
Configure work item security schemes
Permissions for your service space and Jira site
2. Configure agent facing features ~ 19% of the exam
02.01 Recommend and troubleshoot queue configuration
Translate team and customer requirements into queue configurations to manage incoming requests.
How are queues used in Jira Service Management?
Use queues to triage requests for your agents
Best practices for managing queues at scale
Create, configure, and reorder queues.
Add or remove a view from your queue
Group queues by Priority groups and “Other.”
Prioritize your queues using groups
Create JQL statements for queue filters, using SLA functions.
Use Jira Query Language to create service level agreements
Troubleshoot queue configurations.
Best practices for managing queues at scale
02.02 Configure SLAs
Describe the purpose of SLAs.
Create service level agreements (SLAs) to manage goals
About service level agreements (SLAs)
Translate team and customer requirements into SLA configurations.
Set up service level agreement (SLA) goals
Use priority to group SLA goals
Create SLA goals based on customer details
Configure SLAs with conditions, goals, and calendars.
Set up service level agreement (SLA) goals
Troubleshoot SLA configurations.
How to troubleshoot common issues with SLAs?
Clean up unused custom SLA fields
02.03 Enable and Disable Features
Toggle features on and off from the Feature tab.
Get to know the project settings sidebar
Get to know the main Jira Service Management features
Add Services, Alerts, and On-call to your sidebar
Enable the board and calendar to enhance visibility of work.
Get to know the project settings sidebar
Show change requests on the change calendar
Filter and customize your change calendar
Describe when to enable service requests, incidents, problems, changes, and post-incident reviews.
What are post-incident reviews?
Manage alert notifications through on-call rotations, scheduling features, and alert escalations.
How do on-call schedules work in operations?
Set up your alert notifications
Coordinate incident response with chat tools.
Use chat and video tools to resolve incidents as a team
Connect Slack with Jira Service Management
Connect Microsoft Teams with Jira Service Management
Create chat channel and video conference for an incident
Assign alert priorities to incident priorities.
Create responder alerts with incident details
Test new features in the Feature lab.
Give your team access to additional features
02.04 Configure on-call functionality
Build and manage on-call schedules.
How do on-call schedules work in operations?
Best practices for managing on-call schedules
Define rotations and set routing rules.
Best practices for managing on-call schedules
Set escalation policies.
Set up your alert notifications
Set alert policies.
Set up your alert notifications
3. Utilize specialized capabilities for adding context to tickets ~ 9% of the exam
03.01 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.
Connect Assets schemas with incidents
Connect Assets schemas with changes
Automation smart values – Assets
03.02 Manage Services using JSM
Enable Services within the Features tab.
Add Services, Alerts, and On-call to your sidebar
Add and remove services to incidents and changes.
How services work with incidents
Add or remove a service from the affected services field
Utilize Service and Service Affected fields on request types.
Add or remove a service from the affected services field
How services work with incidents
Configure Services (Service relationship, tier, service owners, change approvers, responders, and stakeholders).
Configure Services: settings, permissions, and references
Create, edit, or delete a service
Add and manage incident responders
Use service tiers as triggers in automation and alerts.
03.03 Manage Products and Entitlements using JSM
Enable Products and Entitlements within the Features tab.
About products and entitlements
Create product entitlements for your customers
What is customer service management?
Add Entitlements to customers and organizations.
Create product entitlements for your customers
About products and entitlements
Manage your customers and organizations
Add Entitlement field to request types to show entitlement and product details on tickets.
Show product entitlement details on work items
Create product entitlements for your customers
Make the Entitlement field a required field to restrict requests to only customers and organizations with the correct product entitlements.
Show product entitlement details on work items
Add or remove restrictions on request types
4. Configure customer facing features ~ 21% of the exam
04.01 Configure request types
Describe how issue types are associated with request types.
What’s the difference between request types and work types?
How do workflows, work types, and request types connect?
How are request types used in my service project?
Create and delete request types.
Create request types in company-managed spaces
Create request types in team-managed spaces
Delete request types from your service space
Add request types to portal groups.
Organize request types into portal groups
Organize your request types into portal groups
Group request types in the portal in team-managed projects
Remove portal groups from a request type to hide it from the portal.
Organize request types into portal groups
Manage request type name, description, icon, and work category.
Assign, unassign, or move request types from a work category
Using work categories in IT service management projects
Add, remove, and reorder fields.
Set up request forms and work item views for request types
Hidden fields and unsupported fields in request types
Add or change the fields of a work type
Set field display name and description.
Set up request forms and work item views for request types
Customize request fields in team-managed service spaces
Define the required fields in field configuration versus in request type.
Hidden fields and unsupported fields in request types
Set up request forms and work item views for request types
Set default values and hide from portal.
Hidden fields and unsupported fields in request types
Set up request forms and work item views for request types
Define fields to be included in the screen scheme for a request type.
Add or change the fields of a work type
Set up request forms and work item views for request types
Add, edit, or remove field tabs from a work type
Distinguish field layout for customers versus agents.
Customize the field layout of your work item view
Set up request forms and work item views for request types
About the issue view in Jira Service Management
Customize workflow status name shown to customer.
Customize the workflow statuses for a request type
Show a workflow transition in the portal
Change the workflow and work type of a request type
Restrict specific request types to a subset of individuals or groups who are customers within a project.
Add or remove restrictions on request types
Change service space customer permissions
04.02 Configure forms
Create a form using a blank form or template (structure the form with bullets, tables, quotes, and layouts).
Use forms in Jira Service Management
Build brilliant forms in Jira Service Management
Organize forms using sections and conditional logic.
How to Implement Conditional Logic in Jira Forms on Atlassian Cloud
Use Forms to set Conditional fields in service projects
Configure form fields behavior, including default response and linked Jira fields.
Use forms in Jira Service Management
Build brilliant forms in Jira Service Management
Add translations to forms.
Manage translations for custom content
Attach forms to request types (manually or via automation).
Use forms in Jira Service Management
Create shareable links.
Use forms in Jira Service Management
Manage the form preferences that affect how a form behaves.
Use forms in Jira Service Management
Keep this form open for edits.
Use forms in Jira Service Management
Save a PDF version of this form each time it’s resubmitted.
Use forms in Jira Service Management
Lock this form once it’s submitted so only admins can edit.
Use forms in Jira Service Management
Show this form as recommended when selecting from a list of existing forms.
Use forms in Jira Service Management
04.03 Configure and manage email requests
Add custom email accounts.
Receive requests from multiple email addresses in your project
Use an existing email address to receive requests
Add a custom email account in team-managed spaces
Switch your Microsoft and Google email accounts to OAuth
Manage the request type used for email submissions.
Choose suitable request type for connected email accounts
How Jira Service Management processes email requests
Receive requests from an email address
Manage domains using allowlist and blocklist.
Manage domains on your allowlist
Manage domains and email addresses on your blocklist
Disable email requests.
Disable all email requests to the email channel
Change how emails are processed across service spaces
Change how you process emails in global mail settings
04.04 Manage workflows
View the workflow used by a request type.
How do workflows, work types, and request types connect?
Use workflows in Jira Service Management
Overview of Jira Cloud workflows
Change the workflow and work type of a request type
Explain the benefits of approval steps and transitions visible in the customer portal.
Show a workflow transition in the portal
Add an approval step to a workflow
Set up a pre-set list of approvers.
Define approvers for a request type
Add an approval step to a workflow
Allow customers to choose approvers.
Allow customers to choose approvers
Add a new custom field to a service space
5. Configure the customer portal and notifications ~ 12% of the exam
05.01 Configure and manage the customer portal
Configure and brand the customer portal.
Add a name and logo to your portal
Add announcements to portal.
Add an announcement to a help center or portal
Add announcements to your portal or help center
Enable agents to add announcements to the portal.
Let agents add announcements in team-managed projects
Add an announcement to a help center or portal
Configure widget settings.
Collect requests from anywhere with an embeddable widget
Embed a widget onto a web page
Use the virtual agent in the widget
Allow anyone to view knowledge base articles
Manage portal groups.
Organize request types into portal groups
Group help content in your portal
Configure help content links to external resources.
Add links to external resources in your service space
Curate content in a help center
Manage default and additional languages for agents and customers.
Provide help in multiple languages
Add languages to your service space
Change your service space’s default language
Help customers set their language preferences
Manage translations (portal, request types, customer notifications, and email templates).
Manage translations for custom content
Add, update, or review translations for email templates
Keep your translations up to date
05.02 Configure Virtual Agent
Set the virtual agent default request type.
Manage your virtual service agent
Create Intents to represent a specific problem, question, or request that the virtual agent can help resolve.
Manage your virtual service agent
Use the virtual agent in the widget
Modify text for Standard flows (Greet, Escalate, Resolve, Match intent, and Auto-close).
Manage your virtual service agent
Enable Atlassian Intelligence answers to utilize knowledge base articles to generate virtual agent responses.
Set up a knowledge base with Rovo AI in Jira Service Management
Manage your virtual service agent
Analyze the virtual agent’s previous conversations.
Manage your virtual service agent
Manage the usage limit for the virtual service agent
05.03 Configure and troubleshoot notifications and canned responses
Identify the events that can be configured to trigger a customer notification.
What notifications do my customers and team receive?
Set up notifications for your customers and team
Set up notifications in team-managed projects
Enable and disable customer notifications per event.
Create and edit the content of your customer notifications
Set up notifications for your customers and team
Edit a team-managed customer notification
Modify customer notification subject lines and content.
Create and edit the content of your customer notifications
Change the look and feel of customer notifications
Best practices for configuring your customer notifications
Choose HTML or plain text for customer notifications
Distinguish between customer and internal notification types.
What notifications do my customers and team receive?
Disable service space notifications for internal users
Customize internal notifications in team-managed spaces
View customer notification logs for your service project
Create shared canned responses.
Reply faster to your customers with canned responses
Edit or delete a canned response
Best practices for creating canned responses
6. Manage the knowledge base ~ 5% of the exam
06.01 Configure and troubleshoot knowledge base connections and permissions
Link and unlink Confluence spaces to a service project.
Link a Confluence source to your knowledge base
Unlink knowledge base spaces from your service project
Add Confluence to set up knowledge base
Link multiple knowledge sources to a knowledge base
Manage knowledge base viewing and editing permissions in JSM configuration.
Manage knowledge base permissions
Manage who can view and edit your knowledge base articles
Restrict access to knowledge base articles
Authenticate portal users to access knowledge base articles
06.02 Evaluate methods to create, organize, and share knowledge base content
Set up article suggestions per request type.
Set up article suggestions in request forms
Find out how your knowledge base articles are performing
Use your knowledge base to help customers self-service
Restrict articles shown in request type to specific labels.
Set up article suggestions in request forms
Restrict access to knowledge base articles
7. Configure reporting ~ 7% of the exam
07.01 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).
Use Jira Query Language to create service level agreements
Create queues based on customer or organization details
Use advanced search with Jira Query Language (JQL)
Save JQL queries as filters and share with users.
Use advanced search with Jira Query Language (JQL)
Utilize Atlassian Intelligence to assist with creating JQL queries.
Use advanced search with Jira Query Language (JQL)
07.02 Design, manage, and enhance custom reports and dashboards
Configure JSM custom series.
Create a custom report for your service project
Design and manage dashboards, including utilizing JSM gadgets.
Manage customer satisfaction configuration.
Collect customer satisfaction on your team’s performance
About customer satisfaction (CSAT) surveys
Track customer satisfaction feedback trends
Analyze SLA performance, customer satisfaction, and knowledge base reports to make the appropriate modifications to the project settings.
Track customer satisfaction feedback trends
Find out how your knowledge base articles are performing
Discover new trends with service space reports
8. Manage automation rules ~ 11% of the exam
08.01 Recommend automation rules to meet business requirements
Determine utilizing automation rules for repetitive tasks such as updating fields, assigning tasks, and sending notifications.
Set up flows to automate repetitive tasks
Try one of our common automation recipes
Get started with Jira automation
Best practices for optimizing automation flows
Determine utilizing automation rules to alert agents about SLA breaches or pending breaches.
Set up flows to automate repetitive tasks
Available preset automation flows
Determine when to use automation rules in place of internal and customer notifications for more relevant communication.
What notifications do my customers and team receive?
Set up notifications for your customers and team
Best practices for configuring your customer notifications
Determine utilizing automation rules to update an Asset status attribute when a Jira ticket goes to a certain status.
Automation smart values – Assets
Connect Assets schemas with incidents
08.02 Configure automation rules
Create and configure custom and template-based automation rules.
Create automation flows in Jira
Create a custom automation flow
Available preset automation flows
Get started with Jira automation
Configure automation rules to auto-resolve and auto-close tickets.
Auto-close resolved service requests
Auto-close incidents after they are resolved
Transition a work item with automation
Configure automation rules to send notifications for status updates, email reminders, and alerts.
Try one of our common automation recipes
Automation smart values – alerts
Use Microsoft Teams with Automation
Configure rule execution components (triggers, conditions, actions, branch rule).
Implement JSM-specific triggers, conditions, and actions.
Triggers:
Approval completed
Approval required
Object (created, updated, deleted)
SLA threshold breached
Forms submitted
Use forms in Jira Service Management
Conditions:
Affected services condition
Add or remove a service from the affected services field
Forms attached
Use forms in Jira Service Management
AQL condition
Actions:
Assets action
Automation smart values – Assets
Add service project customer
Add a customer to a service space
Create incident
Automate incident management in Jira Service Management
Edit request type
Approve/decline request
Approve or decline a request on a work item
Create issue with a request type
Raise a request on behalf of a customer
Create object
Lookup objects
Edit object
Attach forms
Use forms in Jira Service Management
Copy forms
Use forms in Jira Service Management
Use smart values to manipulate lists, strings, dates, numbers, and variables.
Smart values in Atlassian Automation
Automation smart values – lists
Automation smart values – text fields
Automation smart values – date and time
Automation smart values – math expressions
Pass data between actions in a flow
Enable and disable rules.
Enable and disable Jira automation flows
Organize rules with labels.
Organize your flows with labels
Configure automation flow groups
Best practices for optimizing automation flows
Use Atlassian Intelligence to generate automation rules.
Create flows with Rovo in Jira automation
Get started with Jira automation
Create automation flows in Jira
08.03 Analyze and troubleshoot automation rules
Recognize implications of configuring an automation rule for a single project versus multiple projects.
Permissions required to manage automation flows
Best practices for optimizing automation flows
Limitations in team-managed projects for automation flows
Manage editors for your automation flows
Troubleshoot errors using the audit log (including the use of the log action function) and the automation service status page.
What is an automation audit log?
Audit the run logs of automation flows
Retry failed flows in Atlassian Automation
Debug automation flows in the log
Transfer ownership of automation rules to receive updates on errors that occur during rule execution.
Transfer Jira automation flows from one user to another
Run Jira flows as another user
Permissions required to manage automation flows
Analyze Performance Insights to evaluate scalability, service limit risks, and overall performance of automation rules.
View performance insights for automation flows
How is your automation usage calculated
Best practices for optimizing automation flows
Wrapping Up Managing Jira Service Projects for Cloud
This Managing Jira Service Projects for Cloud (ACP-420) study guide covered all eight exam domains, from users, roles, and permissions to queues, SLAs, portals, knowledge bases, reporting, and automation. Work through each linked Atlassian page, practice in a sandbox, and you will be well prepared for exam day. You can also explore more Atlassian certification study guides on the Atlassian category to keep building your skills. Have a question or tip? Leave a comment below.
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