I've completed the course. Why haven't I received my certificate?
There are several reasons why a customer has not received their certificate on completion of a course, e.g. they have not submitted an enrollment form or a valid USI.
1. The customer has not validated their USI
Access the customer’s contact record in Salesforce.
In the Details tab, scroll down to the USI Details section and check the USI Status field.
- If their USI has not been validated, the field will display 'No USI Number'.
- If the USI has been validated, it will display 'USI Verified'.
2. The customer has not submitted their enrollment form
Check the customer’s upcoming bookings in Salesforce to see if the customer has submitted their enrollment form.
- Navigate the the Attendee record for this course
- Go to the Details tab
- Check if the 'Student submitted form' checkbox is ticked.
If this is unticked then the student has not completed their enrollment form and will need to do so before the certificate can be generated.
3. The customer has not completed their pre-assessment.
If pre-assessment is required for the course, check whether the customer has completed their pre-assessment.
N/A means this is not required.
N means the pre-learning is incomplete.
Y means the pre-learning has been completed.
4. The course has not yet been resulted.
Check whether the course or attendee has been resulted.
- Navigate the the Attendee record for this course
- Go to the Related tab
- See the 'Enrolled competencies' statuses
5. We do not have the correct email address for the customer
Access the customer’s contact record in Salesforce.
Check the email address we have recorded for the customer and validate it with them.
Update the customer's email address in the Salesforce contact record.
Resend their certificate from the attendee record.