You can see it againUnder pressure people bring back shapes and positions long after the wording has gone.
Picture superiority · Shepard 1967, Standing 1973
ATLASSIANJira Service Management Agent Essentials (ACA-925)
The Jira Service Management Agent Essentials certification validates the skills agents need to work effectively in Jira Service Management. It covers ticket management, queues, SLAs, search, reports, and advanced features like automations and notifications. This certification is for service desk agents and support professionals who want to demonstrate their ability to resolve requests efficiently and deliver great customer service.
Exam formatMultiple choice
DeliveryAtlassian University
Free questions242
Content last reviewed 30 July 2026 · Up to date
The certification
What ACA-925 proves, and what it asks of you
What this certification covers, who it is written for, and what the exam itself looks like on the day.
5domains
10objectives
63concepts
What it is
What this certification is
What it validates, who it is written for, and the experience it assumes.
About this certification
The Jira Service Management Agent Essentials certification (ACA-925) validates the practical skills agents need to succeed in Jira Service Management. It focuses on the day-to-day work of service desk agents: managing tickets, working with queues, understanding SLAs, using search and reports, and leveraging advanced features like automations and notifications to work more efficiently.
Earning this certification demonstrates that you can navigate Jira Service Management with confidence, handle incoming requests, and use the platform's tools to provide timely, effective support. It is an ideal credential for service desk agents, IT support professionals, and anyone who uses Jira Service Management to manage customer requests.
Who it’s for
This certification is designed for Jira Service Management agents who handle service requests and work in a service desk environment. It is also valuable for IT support professionals, help desk staff, and anyone who uses Jira Service Management to manage customer requests and track work. The exam focuses on the skills agents need to be productive in their daily work, from managing tickets and queues to using advanced features like automations and notifications. It is not intended for administrators or project managers, but rather for those who are hands-on with the tool on a daily basis.
Recommended experience
Atlassian recommends that candidates have hands-on experience using Jira Service Management as an agent, including managing tickets, working with queues, and using basic search and reporting features. Experience working as a Jira Service Management agent; Familiarity with ticket management, queues, and SLAs; Basic understanding of search and reporting in Jira Service Management; Exposure to advanced features like automations and notifications
The syllabus
What you’ll learn
Every domain and objective Atlassian measures, with the weight they carry on the exam.
The official Atlassian exam outline · checked 30 July 2026 · See the source
Navigation, Settings and Access
- Navigate Jira Service Management
- Manage agent settings and access
Ticket Management
- Manage tickets
- Track incident reports
Queues and SLAs
- Work with queues
- Apply SLAs
Knowledge Base and Self-Service
- Provide articles from the knowledge base
- Support customer self-service
Automation and Atlassian Intelligence
- Use automation to eliminate repetitive tasks
- Apply Atlassian Intelligence to boost productivity
On the day
The exam itself
Everything Atlassian publishes about sitting it, and nothing we inferred.
Prerequisites
No mandatory prerequisites — this certification has no required predecessor exam or credential.
Exam codeACA-925
CertificationJira Service Management Agent Essentials (ACA-925)
Exam formatMultiple choice
DeliveryAtlassian University
LanguagesEnglish
After you pass
Where this credential goes next
The path Atlassian lays out, how the credential is kept, and where to book.
Step-by-step path to Jira Service Management Agent Essentials (ACA-925)
Credential earnedJira Service Management Agent Essentials (ACA-925) Certification Lifecycle status
This certification is currently active and available. Atlassian maintains this certification to validate current skills and industry relevance.
Exam status: ActiveMaintained by Atlassian
Exam registration
Register for the exam through Atlassian University, Atlassian’s authorized testing partner.
Schedule your examVisit the official Atlassian certification page for exam policies and requirements.
View the official pageYour coach
And when you are serious, your coach Pip takes over
Your coach in the app reads what you have answered with the book closed and tells you one thing to do tonight. It will not count an answer you gave with the page open, and it will tell you when you are not ready.
See how the coach worksBefore you book
Questions people ask
Is the ACA-925 exam free?
Atlassian offers some certifications for free, and community posts indicate that ACA-925 study sessions are available. However, the official exam page does not state whether the exam itself is free or paid.
Are there any study sessions or resources for ACA-925?
Yes, Atlassian Community Champions have hosted free study sessions for ACA-925, covering topics like navigation, ticket management, queues, SLAs, and advanced features. These sessions are based on the exam outline and Atlassian Learning materials.
What job roles does the Jira Service Management Agent Essentials certification map to?
This certification is designed for Jira Service Management agents, IT support professionals, and help desk staff who handle service requests and work in a service desk environment.
Can I take the ACA-925 exam online?
Yes, Atlassian certifications are delivered online through Atlassian University.
Is there a hands-on component in the ACA-925 exam?
The official exam page does not specify whether the exam includes a hands-on or lab component. The exam is typically multiple choice, but this is not confirmed.
Information freshness · Content last reviewed on 2026-07-30 Up to date
Practice free questions 242 questions, free, no account needed.
The curriculum
The whole exam, mapped and written
Every domain, every objective, and every concept Atlassian measures — each one written out.
5domains
10objectives
63concepts
53free pages
The domains, and what sits inside them
Every objective below is a page you can open and practise now, without an account.
The official Atlassian exam outline · checked 30 July 2026 · See the source
1Navigation, Settings and Access56 questions
2Ticket Management46 questions
3Queues and SLAs46 questions
4Knowledge Base and Self-Service44 questions
5Automation and Atlassian Intelligence50 questions
Not a table of contents
Every line on this map already opens
In front of every objective the practice pages are already there, free and without an account. This is one objective, opened.
Navigate Jira Service Management5 pagesOpen →
Free in front of it
25 questions on this objective, five to a page. Every range above is a real page, open now, with no account.
Reading the map is not the same as knowing the ground
The curriculum tells you what is on the exam. Proving you know it is a different job — and it is the one the closed-book run does.
Free questions
242 questions. No account, no card.
The whole bank is open. 5 questions to a page, every answer explained, and a discussion thread on each one.
242questions
53pages
10objectives
Freealways
Browse by domain
Every objective, and every page range, is a link — so you can pick up exactly where you left off.
1Navigation, Settings and Access56 questions
2Ticket Management46 questions
3Queues and SLAs46 questions
4Knowledge Base and Self-Service44 questions
What a practice page gives you
1Five to a page
Short enough to finish, long enough to matter.
2Every answer explained
Not only which one is right — why the others are wrong.
3A discussion on each
Ask, answer, and vote. Every question has its own thread.
A question, and the idea behind it
Every question comes from a concept
These are not trivia. Each one is written against a concept in the book, so when you get one wrong there is somewhere to go and find out why.
The visual book
See it once. Carry it into the exam.
The pages shown here come from our AI-900 book — an example of how each concept is written in plain language and, where the idea needs one, drawn as a full page you can take in at a glance.
63concepts
242free questions
Why a picture, and not another paragraph
Three reasons, and each one is a real finding rather than a slogan.
You can see it againThe whole idea at onceWhere it starts, what happens in the middle, what comes out, and the mistake to avoid.
Multimedia principle · MayerThe look-alikes sit togetherThe pairs the exam tests are drawn side by side, so the difference is seen, not told.
Dual coding · PaivioWhat one page is made of
You are never asked to read a poster here — only to see how one is built. After that, every other page is legible at a glance.
1A numbered strip on top
The idea as a sequence, followed with a finger before a word is read.
2Panels for the parts
What it is, how the machine learns it, when it is the right tool.
3The trap, framed
The distinction the exam tests, given its own box instead of buried in prose.
4One line at the bottom
The sentence to carry into the exam room.
Open book, on purpose
Answer it with the picture beside you
This is the part that teaches. The illustration and the written explanation stay where they are while you work, so a scenario stops being a memory test and becomes something you can simply look at.
It teaches · it does not count
A smartphone uses AI to unlock when the owner looks at the camera. Which AI capability is being used?
AImage classification
BFacial recognition
COptical character recognition
DObject detection
Look at the five steps. Detect finds a face, align straightens it, encode turns it into numbers, search compares it with a stored face, and decide answers one question: is this the same person? Classification would only say “a face”. Detection would only draw a box. Neither decides whose.
Then the page shuts, and it starts counting
The same questions come back with the book closed — that run is the one that counts. After it, your coach picks one thing for tonight, sized to the time you have, and brings pages back before you lose them.
Testing effect · Roediger & Karpicke 2006 · spacing effect · Cepeda et al. 2006
Official resources
Straight from Atlassian
Where the exam is defined, scheduled and scored.
1official link
63concepts mapped
The source
Atlassian’s own pages
We link to them rather than repeat them, so nothing here goes stale behind them.
Checked against the source
Every objective on the official Atlassian outline already has questions here
We build from the official skills outline, not from a summary of it — 10 objectives, 63 concepts written under them, and free questions against every one. When Atlassian changes the outline, this page changes with it.
10objectives on the outline→63concepts written→242free questions
An official page tells you what will be asked. It cannot tell you what you will get right.
That is the only question worth answering the night before, and no link answers it. You answer it by taking the questions with the book closed, and seeing what comes back.