ACP-420 Sample Questions & Answers
Customer-facing features like request types and forms carry the biggest share, ahead of agent-facing queue and SLA configuration, managing users, roles and permissions, automation rules, the customer portal and notifications, reporting, and the knowledge base.
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- Question 1Intermediate
Distinguish Among Users, Project Roles, and Permissions · Manage Team Members
During the rollout of a new IT service desk, the manager requests that all hardware-related tickets be automatically assigned to 'John Doe', who is the lead for the Hardware team. Software tickets should be assigned to 'Mary Smith'. Which assignee configuration method is the most scalable and native way to achieve this without using automation rules?
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Correct answer: A
Using Components and assigning a Component Lead is the native, scalable way to route tickets based on categorization without building automation rules. When a ticket is created with that component, Jira automatically assigns it to the designated Component Lead if the component's default assignee is configured that way.
- Question 2Beginner
Distinguish Among Users, Project Roles, and Permissions · Manage Team Members
True or False: Internal users granted the 'Collaborator' role in a Jira Service Management project can communicate directly with customers by adding public comments to tickets on the customer portal.
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Correct answer: B
False. Collaborators are internal users who do not consume a JSM agent license. They can view tickets and add internal comments to assist agents, but they cannot communicate directly with customers (they cannot add public comments or transition tickets to customer-facing statuses).
- Question 3Beginner
Distinguish Among Users, Project Roles, and Permissions · Define Users, Project Roles, and Permissions
A newly hired support engineer reports that they cannot see the Jira Service Management icon in their Atlassian Cloud app switcher, and they cannot access any service projects. The Jira administrator verifies that the user was added to the 'Service Desk Team' role in the specific project. What is the most likely cause of this access issue?
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Correct answer: A
Product Access is the foundational layer of permissions in Atlassian Cloud. If a user does not have a license/product access to Jira Service Management granted via the Admin hub, they cannot access the product interface at all, regardless of what project-level roles they have been assigned.
- Question 4Advanced
Distinguish Among Users, Project Roles, and Permissions · Manage Customers and Organizations
Your company provides B2B support and wants to categorize client companies into 'Gold', 'Silver', and 'Bronze' tiers to drive SLA targets. You want this tier information to be automatically associated with every ticket submitted by any user from a specific client company. Which feature should you configure to achieve this?
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Correct answer: D
Organization detail fields allow you to store metadata (like support tiers, account managers, or region) at the Organization level. When a customer belonging to that Organization submits a ticket, the ticket inherits the Organization context, and JQL can use these detail fields (e.g.,
Organizations."Support Tier" = "Gold") to drive SLAs or queues. - Question 5Beginner
Configure Agent-Facing Features · Recommend and Troubleshoot Queue Configuration
As a project administrator, you are organizing the agent queue view. You want the 'Critical Incidents' and 'VIP Requests' queues to be prominently displayed above a separator line, while routine queues like 'Password Resets' and 'Hardware Requests' should appear below the separator. How do you configure this in JSM?
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Correct answer: C
In JSM Cloud, queues are natively organized into two groups: 'Priority' (which appears at the top) and 'Other' (which appears below a separator). Project admins simply drag and drop queues between these groups to visually prioritize them for agents.
- Question 6IntermediateSelect 2
Configure Agent-Facing Features · Recommend and Troubleshoot Queue Configuration
The IT Operations manager wants a specific queue that displays only tickets where the 'Time to resolution' SLA has either already breached OR will breach within the next 2 hours. Which TWO JQL clauses would correctly filter for these conditions? (Select TWO)
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Correct answers: C, D
Using the less than operator (<) with a time duration (2h) against an SLA field returns issues that are pending breach within that timeframe. Combining this with breached() using an OR operator fulfills the requirement.
The breached() function is a JSM-specific JQL function that returns issues where the specified SLA has failed/breached its target.
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