ACP-420 sample questions

Question 1

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?

Accepted Answer

Request Participant

Answer

Customer

Answer

Collaborator

Answer

Stakeholder

Question 2

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)

Accepted Answer

Set the Global Customer Access setting to 'Anyone can email the service project or submit a request via the portal'

Accepted Answer

Configure the project's Customer permissions to 'Customers my team adds to the project'

Answer

Set the Global Customer Access setting to 'Customers added by agents and admins'

Answer

Enable the 'Anonymous Access' toggle in the project's Channel settings

Answer

Set the project's Customer permissions to 'Anyone on the web'

Question 3

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?

```mermaid
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]
```

Accepted Answer

Create a new Project Role called 'HR Managers'. Add the 'HR-Managers' group to this role. Create a security level containing 'Reporter' and 'Project Role: HR Managers'. Use automation to set this security level when Request Type = Termination.

Answer

Create a security level containing 'Reporter' and the 'Service Desk Team' project role. Use automation to set this level when Request Type = Termination.

Answer

Modify the Permission Scheme to remove the 'Browse Projects' permission from the 'Service Desk Team' role. Grant 'Browse Projects' only to the 'HR-Managers' group.

Answer

Configure the 'Termination' request type to be hidden from the portal. Use an automation rule to change the assignee to an HR Manager, which automatically restricts visibility to the assignee.

Question 4

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?

Accepted Answer

Create components for 'Hardware' and 'Software', set John and Mary as the respective Component Leads, and set the default assignee for those components to 'Component Lead'.

Answer

Set the Project Default Assignee to John Doe.

Answer

Configure a hidden preset value for the Assignee field on the request form for each specific request type.

Answer

Modify the 'Service Desk Team' project role to prioritize John and Mary based on issue type.

Question 5

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.

Accepted Answer

False

Answer

True

Question 6

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?

Accepted Answer

The user lacks Product Access to Jira Service Management.

Answer

The user has not been granted the 'Jira Administrators' global permission.

Answer

The project's permission scheme is restricting 'Browse Projects' to customers only.

Answer

The user needs to log into the customer portal first to activate their agent account.

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Free ACP-420 sample questions

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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