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Atlassian Jira Service Management Agent Essentials Quick Facts
The Atlassian Jira Service Management Agent Essentials certification helps you confidently demonstrate your support expertise using Jira Service Management. This exam overview highlights what to expect so you can focus your learning, refine your skills, and approach the certification experience with clarity and confidence.
What does the Jira Service Management Agent Essentials certification validate?
This certification recognizes your ability to manage requests, use queues efficiently, collaborate through knowledge base articles, and provide high-quality service experiences across Jira Service Management projects. It validates your understanding of Jira's key agent capabilities such as triaging requests, maintaining SLAs, leveraging automation, and connecting Confluence for knowledge sharing. Ideal for service desk agents and support professionals, this credential showcases readiness to deliver value and responsiveness that align with Atlassian service management best practices.
Who Would Benefit Most from the Atlassian Jira Service Management Agent Essentials Certification?
The Atlassian Jira Service Management Agent Essentials certification is perfect for anyone who regularly responds to customer requests, incidents, or service inquiries through Jira Service Management (JSM). It’s ideal for:
- Service desk agents and IT support professionals
- Team members in HR, Finance, Facilities, or other non-technical departments that handle service requests
- Atlassian partners, consultants, and administrators eager to understand JSM agent workflows and best practices
Whether you're new to Jira Service Management or looking to validate your skills, this certification proves that you can deliver outstanding, resolution-focused support experiences through JSM.
What Kinds of Roles Can This Credential Help You Pursue?
Earning this certification signals to employers that you understand the fundamentals of service management, collaboration, and communication within Jira. It can help you advance in roles like:
- IT Support Agent or Service Desk Analyst
- Customer Success Specialist
- Project Coordinator
- Operations Support Specialist
- Atlassian Project Consultant
It’s also an excellent first step for those working toward more advanced Atlassian credentials or aiming to specialize in ITSM (IT Service Management) practices.
What Is the Current Exam Code for This Credential?
The official exam code for the Atlassian Jira Service Management Agent Essentials certification is ACA-925. This code represents the version currently available through Atlassian’s Certification portal and ensures candidates are tested on the latest JSM features and workflows.
How Much Does the Atlassian Jira Service Management Agent Essentials Exam Cost?
The certification exam costs $100 USD. This makes it one of Atlassian’s most affordable and accessible credentials. While prices are listed in U.S. dollars, fees are converted based on local currency at checkout, and additional taxes may apply depending on your region.
How Many Questions Should I Expect, and How Long Will the Exam Take?
The exam includes up to 30 questions, all designed to evaluate your applied knowledge of Jira Service Management. You’ll have 60 minutes to complete the test. Expect a blend of multiple-choice and multiple-select questions focusing on real-world use cases of JSM processes and features.
What Score Do I Need to Pass the ACA-925 Exam?
To become certified, you’ll need a minimum score of 68%. Each question carries equal weight, and there are no partial credits. By focusing your preparation across the five exam domains, you can confidently reach or surpass this score.
In What Languages Is the Exam Available?
The exam is currently offered in English. Atlassian continuously expands its language options for global learners, so it’s always a good idea to verify available languages when scheduling your test through the Certification portal.
What Question Types Appear on the Exam?
You’ll encounter a combination of multiple-choice and multi-select questions. Each question focuses on real-world tasks you might perform as an agent, such as managing queues, editing tickets, interpreting SLAs, or publishing knowledge base articles. Understanding how these elements connect in practice is key to success.
What Are the Exam Domains and Their Weightings?
The exam blueprint is divided into five domains that cover all key aspects of Jira Service Management agent-level skills:
- Navigation, Settings, and Access: 16%
- Managing Tickets and Knowledge Base Articles: 40%
- Queues, SLAs, Search, and Reports: 24%
- Advanced Features: 8%
- Notifications, Automation, and Integrations: 12%
These domains ensure a balanced assessment of your knowledge in both core and advanced JSM operations.
What Topics Should I Study Most When Preparing?
Based on the domain breakdown, focus on tasks that agents perform daily. Understanding how these skills relate to efficiency and customer satisfaction will help you connect theory with practice:
- Navigating Jira Service Management and Confluence
- Managing permissions, licenses, and ticket updates
- Locating and organizing tickets via queues
- Working with SLAs and interpreting reports
- Communicating with customers and suggesting helpful knowledge base articles
- Using automation and integrations to streamline workflows
Does the Exam Include Hands-On Simulations or Scenarios?
While the exam is primarily composed of knowledge-based questions, several scenarios mimic real-world decision-making. For instance, you may need to identify the best queue to locate a specific request or determine when to escalate a ticket. These situational questions help confirm your ability to apply JSM knowledge practically.
How Long Does the Certification Remain Valid?
Your Atlassian Jira Service Management Agent Essentials credential remains valid for 24 months. After that period, you can renew by completing the latest version of the exam or progressing toward other Atlassian Certified Associate designations to continually demonstrate current knowledge.
What Prerequisites Do I Need Before Taking the Exam?
There are no formal prerequisites. However, Atlassian recommends some familiarity with Jira Service Management and Confluence. Hands-on experience with creating and managing requests, queues, or SLAs can give you an important edge during the test.
How Can I Best Prepare for the ACA-925 Certification Exam?
Focus on combining Atlassian documentation reviews, independent study, and practical application. Take advantage of free on-demand training resources and get hands-on time exploring JSM features. To solidify your readiness, try a trusted Atlassian Jira Service Management Agent Essentials practice exam that mirrors real exam conditions and provides detailed feedback.
Are There Any Recommended Learning Resources?
Yes. Atlassian offers a range of materials to help you succeed, including:
- Free on-demand courses through Atlassian University
- Resources in the Atlassian Community Training and Certification Group
- Official documentation and practice labs
- Community study sessions and webinars
These resources ensure you can learn at your own pace while gaining a strong understanding of customer support workflows.
What Should I Expect on Exam Day?
When your exam day arrives, ensure you’ve prepared your environment in line with Atlassian's technical requirements. The exam is proctored online or in-person, so you’ll need a webcam and a quiet, private space if taking it remotely. Be sure to log in early, stay calm, and approach each question methodically.
Where and How Can I Schedule the Exam?
You can schedule your certification exam through Atlassian’s official Certification portal. There, you’ll choose between online or in-person proctoring options, select your preferred date and time, and review technical setup steps to prepare your test environment.
What Happens After I Pass the Exam?
Once you pass, you’ll receive a digital badge that verifies your achievement on professional profiles and social networks. It’s an excellent way to showcase your expertise in Jira Service Management and highlight your capability to deliver top-tier support and service outcomes.
Can I Renew This Certification or Stack It with Others?
Absolutely. You can renew your certification every two years or continue your development with other Atlassian Certified Associate credentials, such as Confluence Essentials or Managing Jira Service Projects for Cloud. These additional certifications help solidify your expertise and open the door to more senior or specialized roles.
Is the Atlassian Jira Service Management Agent Essentials Exam Difficult?
While it’s designed to be accessible, the exam does evaluate your ability to think critically about Jira Service Management processes. With genuine interest, hands-on practice, and focused preparation, you’ll find it both rewarding and achievable. Every concept you master builds confidence and helps you deliver even better support experiences.
How Does This Certification Help My Career Progression?
Beyond validating your technical knowledge, this certification demonstrates customer empathy, problem-solving, and teamwork—skills every employer values. It can serve as a launchpad for leadership roles in IT and business support, helping you stand out in an increasingly service-driven workplace.
Where Can I Learn More and Register?
To explore full details, check requirements, and register directly, visit the official Atlassian Jira Service Management Agent Essentials certification page. There you’ll find scheduling options, renewal guidelines, and resources to continue your Atlassian learning journey.
Earning the Atlassian Jira Service Management Agent Essentials certification empowers you to deliver consistent, high-quality support experiences while deepening your Jira expertise. With diligent preparation, community support, and real-world practice, you’ll gain a globally recognized credential that opens doors to exciting service management opportunities.
