Chapter 11 - Working with Cases

This chapter provides information about handling issues at the test center and
communicating with Pearson VUE by creating cases in the ServiceDirect system.

This chapter contains the following sections:

About ServiceDirect and cases

Opening and closing ServiceDirect

Creating cases

Updating cases

Ordering materials from Pearson VUE

Suggesting changes to test center documentation

Responding to specific cases

Emergency procedures

Copyright © 2018 Pearson Education, Inc. or its affiliate(s). All rights reserved. pvuecopyright@pearson.com
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About ServiceDirect and cases
ServiceDirect is the system that test administrators use to report problems and
communicate other information to Pearson VUE.

Within ServiceDirect, you can create a type of report called a case. A case helps you to
provide formal documentation of a situation that affects a candidate's exam delivery
and allows you to request service or supplies from Pearson VUE. For example, you can
create a case to report candidate misconduct or to order new erasable noteboards.
Additionally, Pearson VUE is able to create cases and assign them to test centers. For
example, Pearson VUE may create a case to notify your test center of an upcoming
accommodation testing appointment or to request information from your test center.
After a case is created, ServiceDirect allows Pearson VUE to track the case until the issue
or request is resolved.

The ServiceDirect system is available to test centers and all Pearson VUE employees
who are involved in resolving cases, such as VSS representatives, call center agents, test
administrators, and operations support specialists. Some cases are also available to
exam sponsors who want to receive information about the cases that are created for
their candidates.

Opening and closing ServiceDirect

You can open ServiceDirect through the Connect portal. For more information, see
Opening and closing the Connect portal.

If this is your first time signing in to the Connect portal, you need to complete
your account setup. Thus, the sign-in process is different initially. For more
information, see Opening Connect for the first time.

To close ServiceDirect, select your username in the upper-right corner of the screen.
Click Logout from the drop-down menu. A message indicates that the application has
been closed.

ServiceDirect logs out if you are inactive for 15 minutes while signed in to the
application. About 1 minute before the portal logs out, a message indicates
that your session is about to time out. You are also given the option to
continue your session or sign out. If you do not respond to the message
within 1 minute, ServiceDirect logs out.

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Creating cases
For instructions on creating a case in the ServiceDirect system, see the article Creating
cases in the ServiceDirect knowledge base.

Test administrators are responsible for creating all cases that are related to
candidates, even if the test administrator worked with VSS or Channel Quality to
address the case. VSS may also create a separate case to track a technical issue.

When you create a case in ServiceDirect, provide as much information as possible about
the issue, such as when it occurred, who was involved, where it occurred, and which
software or hardware was being used. Select the appropriate case topic and type, and
answer all questions within the case. The system automatically fills in some information,
such as the current date and time, your name, and the test center name.

After you create a case, the system assigns a case number, which allows you to look up
the case in the future to see how it was addressed or what progress has been made.
The ServiceDirect system also assigns the case to the appropriate Pearson VUE
employee, who analyzes the issue so that it can be resolved promptly.

Case topics and types

Cases are organized into categories called topics and types. A case topic is the broad
category for the case. Within each case topic, there is a list of case types, which narrow
the case to a more specific category.

The person who creates the case is responsible for selecting the case topic and type.
Selecting the correct case topic and type helps to ensure that the case is immediately
directed to the appropriate person at Pearson VUE and addressed as quickly as
possible.

For more information, see the article Case topics and types that sites create in the
ServiceDirect knowledge base.

When to create cases

If either you or a candidate feels that a situation at the test center influenced the
candidate's exam experience or exam results, you need to create a case to report the
situation to Pearson VUE. Incidents that can affect a candidate's performance or the
candidate's satisfaction with the testing experience always warrant your immediate
attention. Medical emergencies, nearby construction, and fire drills are examples of
incidents that might distract candidates and affect their performance. Other examples
might include a power outage, equipment failure, a heating or cooling problem, or
suspected candidate misconduct.

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If you are not sure whether you need to create a case, call VSS for assistance, and check
the exam sponsor's client reference for specific instructions about creating cases. The
following list gives examples of situations that require you to create a case, but note
that this list is not comprehensive:

● A candidate mentions that a disturbance that took place could or did affect the
candidate's performance on the exam.

● Your test center is unable to accommodate someone who arrives late for an exam.

● A candidate does not have the proper identification or authorization materials.

● You suspect a candidate of cheating on an exam, or another instance of candidate

misconduct occurs.

Whenever you create a case for candidate misconduct, tell the candidate that the
misconduct will be reported and that the exam sponsor will be notified.

● A power disruption interrupts the testing process.

● A candidate's approved accommodations are not available.

● Irregularities occur during the admissions process (for example, the candidate
refuses to provide a signature or insists on bringing unauthorized personal
belongings into the testing room).

● A candidate takes a break that is not permitted by the exam sponsor or a candidate
returns late from a scheduled break.

● A candidate questions the validity of portions of an exam.

● Weather emergencies interrupt testing or close your center. (If there is a natural
disaster or weather-related issue that prevents your center from being open on the
day of an exam, the Pearson VUE Call Center contacts candidates about any
closings.)

● A candidate brings an exam question to your attention and points out a logical
inconsistency in the question, states that no correct answer was provided, or
complains about an implausible situation, among other things.

Do not report several different issues in one case. It is critical to create a

separate case for each incident that occurs. For example, if a candidate's
exam is interrupted by a power fluctuation and then the same candidate is
later caught cheating, you need to create two cases.
Cases are assigned to different Pearson VUE staff members based on the
case type and topic. Therefore, if several issues are reported in a single case,
the appropriate person may not be informed, or there may be a delay before
the case can be resolved.

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 Similarly, if an issue involves multiple candidates, create a case for each
candidate. For example, if there is a power outage while three candidates are
testing, you need to create three separate cases.

Maintaining confidentiality in cases

When you create a case for a candidate, you may provide only the case number to the
candidate for whom the case was created. Never share the text and content of a case
with a candidate or anyone else outside Pearson VUE. If a candidate has a question
about an existing case, refer the candidate to the appropriate program coordinator.

Never include confidential information in cases. Examples of confidential information

include the following:

● Credit card numbers

● Social Security numbers

● ID numbers

● Exam content or any description of exam content

Exam content is defined as questions, response selections, and any text on exam
supplements/handouts/exhibits, whole or partial. If the candidate has a complaint
about a specific exam question, see Complaints about exam content for instructions.

Writing requirements for cases

When you create a case, make sure that the information you include is accurate,
complete, and professionally written. Include only factual information in cases, and
never include personal opinions or assumptions.

Groups inside and outside of Pearson VUE, including representatives from exam
sponsors, review the cases that test administrators create, so it is essential to be clear
and thorough. See the following examples of a well-written case and a poorly written
case.

Correct

The candidate accessed his cell phone from his locker during an unscheduled break. We told
the candidate he was not permitted to access his cell phone during breaks. He said he was
waiting for an important call and wanted to see if he received it yet. He put his cell phone
back into his locker. We called the call center and spoke to Jane to report the incident to see if
the candidate should be allowed to continue testing. He was permitted to continue testing.

Incorrect

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The candidate accessed his cell phone from his locker during an unscheduled break. We told
the candidate he was not permitted to access his cell phone during breaks. He said he was
waiting for an important call and wanted to see if he received it yet. We don't think he used
any applications on his phone or was cheating at all. We called the call center and spoke to
Jane to report the incident to see if the candidate should be allowed to continue testing. He
was permitted to continue testing.

Attaching files to cases

You need to attach files to certain kinds of cases to make sure that they can be resolved.
For example, you may need to attach files of a log sheet or a screen capture to help
Pearson VUE respond to the case. You can attach a file to any case that has been
assigned to a specific person at Pearson VUE. After a file is attached to a case, Pearson
VUE staff can view the file.

Any files related to a case, such as backup admissions data files or scanned images of a
candidate's ID, notes, or erasable noteboards must be attached to the case on the same
day the candidate tests. If circumstances such as power or Internet outages prevent you
from attaching files on the same day, attach the files as soon as possible on the next
testing day or arrange for another administrator to attach the files.

For instructions on attaching files to cases, see the article Attaching files to a case in the
ServiceDirect knowledge base.

Updating cases
Regularly check ServiceDirect to see if there are any cases that you need to update. You
are responsible for addressing cases that are assigned to you, and you will often need
to update a case to provide additional information. For example, you may want to make
a correction, or Pearson VUE may ask you for more information about a case. Other
cases that could be assigned to you may involve topics related to customer service, such
as a negative report card survey or a candidate who reports that the test center was
closed when the candidate arrived for an exam. In these instances, you may need to
provide details about the incident and then discuss it with someone in Channel Quality
at Pearson VUE.

Updating cases allows you to communicate quickly with Pearson VUE, and it documents
all information related to the case in one place.

For instructions on updating cases, see the ServiceDirect knowledge article Case notices
and updating cases.

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Ordering materials from Pearson VUE
Many of the items that you need from Pearson VUE, such as test center forms and
documentation, are available through the VSS website. Some materials, such as
erasable noteboards, can only be supplied by Pearson VUE. You need to create a case to
request supplies from Pearson VUE:

● Erasable noteboards: Pearson VUE ships an initial supply of erasable noteboards to

test centers. If the noteboards become damaged or worn out or if your test center
adds workstations, you can order more noteboards by creating a case, selecting
these options:

Test center request

Test center fulfillment

Indicate how many erasable noteboards you need. You should have one erasable
noteboard for every delivery workstation, plus a few extra. When the noteboards
arrive, update the case to indicate that you have received the shipment.

● Erasable noteboard pens: Test centers receive an initial supply of noteboard pens,
but Pearson VUE Authorized Test Centers are required to purchase replacement
pens. (Pearson VUE will not replace these after your test center uses the initial
shipment that you receive.) You need to purchase superfine tip, black, dry erase
whiteboard markers. The pens that Pearson VUE orders are Staedtler Lumo Non-
Permanent Color - Superfine, Black. Be sure that the pens you purchase are erasable.

Pearson VUE Authorized Test Center Selects (PVTC Selects) can create a case
to order more erasable noteboard pens from Pearson VUE.

Suggesting changes to test center

documentation
At times, you may find a possible discrepancy in test center documentation or believe
that a document needs clarification. When this happens, first review all of the
documentation related to your question or suggestion. If you still need clarification,
create a case to report the issue to the documentation team.

Only create a case when you encounter the following issues within any test center
documentation, such as client references, rules agreements, and policies and
procedures guides:

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● An error or discrepancy

● Outdated information

● Incomplete information

● A policy or procedure that needs clarification

● Suggestions on how to improve information

Follow these steps to suggest changes to test center documentation:

1. Create a case, selecting these options:

Test center request

Test center documentation inquiry

2. Provide detailed information about your request by completing the fields in the
case.

If you are requesting new documentation, explain what you are requesting and
why. If you have a question or suggestion related to an existing document, list the
document's title, the relevant document section, and a detailed explanation of
what you are asking or suggesting. If applicable, also indicate if the
documentation is specific to a certain exam sponsor.

3. If possible, attach the document to the case. If not, indicate where the document
is located.

Responding to specific cases

This section contains general information about responding to specific kinds of cases.
Although preserving the testing environment is one of your main responsibilities as a
test administrator, always consider the safety of test center personnel and the
candidates first. For example, if there is a severe weather warning, follow your building's
or test center's emergency procedures promptly, and address testing concerns later. If a
candidate talks during the exam, instruct the candidate to remain silent. If the candidate
becomes difficult to handle, leave the testing room, call building security or the police,
and allow them to escort the disruptive candidate from the test center. Never put
yourself or anyone in the test center in a dangerous situation.

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 This section contains only general information about creating cases. An exam
sponsor may have specific steps that you need to follow for certain cases, so
always check the client reference.

Problems with exam materials

If a candidate discovers that he or she has been using the wrong exam exhibits,
immediately provide the candidate with the correct exhibits. Then ask if the candidate
would like to resume the current exam, add time to the current exam, or start over:

● If the candidate chooses to resume, you can resume the exam. Note that you cannot
add time to regulatory exams. See Using the Administrator Override options.

● If the candidate chooses not to resume the exam, call VSS for assistance. You must
also call VSS before adding time to a candidate's exam.

● If the candidate decides to continue, the candidate is indicating that the error has not
affected performance or ability to complete the exam.

Whatever the candidate decides to do, make sure to create a case.

Complaints about exam content

On rare occasions, candidates question the validity of an exam or its content. If this
occurs, listen to the candidate and advise the candidate to contact the exam sponsor.
(Provide the contact information listed in the exam sponsor's client reference.) After the
candidate leaves, create a case, selecting these options:

Exam delivery

Candidate complaint about exam content

Include detailed information about the candidate's comment or complaint, including the
item numbers on the exam. However, do not include exam content or any description
of exam content in the case. Exam content is defined as questions, response selections
and any text on exam supplements/handouts/exhibits, whole or partial.

If the candidate has a complaint about a specific exam question, ask for the question
(item) number. Create a case that includes only the item number.

Technical problems

If a technical problem occurs during a candidate's exam, follow these guidelines:

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● Before you contact VSS for technical problems, press Ctrl+R on the keyboard to
refresh the exam screen. If this solves the problem, you do not need to contact VSS.

● If an error message appears on the screen, write it down. If possible, stop the exam.
Escort the candidate out of the testing room and call VSS.

● Internet-based exams require a stable, constant connection to the Internet. If the

Internet connection to the delivery workstation is interrupted, some exams display a
connection lost message and attempt to reconnect to the Internet. During this
reconnection effort, the exam time is stopped and navigation in the exam is disabled.
When the connection is restored, the exam clock resumes, and navigation is
restored.

If the Internet connection is not restored within 5 minutes, follow these steps:

1. Press Ctrl+Shift+F12 to stop the exam.

2. Open a browser and attempt to connect to a site on the Internet. For example,
www.pearsonvue.com.

o If you are unable to access a site on the Internet, contact your local support to
determine why your Internet connection is down.

o If you are able to access a site on the Internet, attempt to resume the exam. If
the message about the lost Internet connection persists, contact VSS for
instructions.

● If the problem cannot be resolved within 30 minutes, ask the candidate if he or she is
able to wait or would prefer to reschedule the appointment. Be sure to ask the
candidate if he or she wants to wait or reschedule because sometimes a candidate
will later ask for compensation if he or she had to wait. If a candidate is given the
option to reschedule but decides to wait, the candidate may forfeit any claim to
compensation. If the candidate has any questions, he or she must contact the call
center. Be sure to document this in a case. If the candidate wants to reschedule,
contact VSS for assistance.

● If the candidate waits and the exam is able to be resumed, determine whether or not
the candidate lost any exam time due to the problem and add time to the exam if
necessary. (See Using the Administrator Override options.) In most instances, the exam
resumes where it left off. If the exam cannot be resumed, contact VSS immediately.

● Whenever a technical issue affects a candidate's testing experience, create a case,

selecting the appropriate options:

For problems with Pearson VUE software, such as Delivery Manager or Admissions
Manager:

Exam delivery

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 Problem with Pearson VUE application

For problems with other software:

Exam delivery

Problem with computer software

For hardware issues with the candidate's delivery workstation:

Exam delivery

Hardware issue

Administrator errors

If an error that you make could affect a candidate's testing experience, Pearson VUE
needs to know about it. Create a case, selecting these options:

Admissions/Check-in or Exam delivery (depending on when the error occurred)

Administrator error

Provide a detailed description of the error in the Case details field.

Examples of administrator errors include but are not limited to situations when a test
administrator:

● Had issues with the administrator workstation.

● Charged a sitting fee.

● Did not continuously monitor exams.

● Did not provide candidates with the required testing materials.

● Did not provide candidates with a secure place to store personal items.

● Did not sign out candidates properly.

● Incorrectly turned a candidate away.

● Started the wrong exam.

● Stopped an exam without permission.

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● Used the incorrect login account to access Pearson VUE applications.

● Was late for work.

● Was not available when needed.

Emergency procedures
Be aware of your organization's or building's emergency policies in case of severe
weather, fires, or other emergencies. Prepare for situations such as fire or weather-
related emergencies in advance to keep the panic level and property loss to a minimum.
Make sure that you know how to use the fire extinguisher in or near your test center.
The physical safety of candidates and test center personnel is the first priority in any
emergency.

If you need to close the test center because of an emergency, contact Pearson VUE as
soon as possible. Pearson VUE will work with you to reschedule candidates who are
affected by the emergency.

Post the following emergency phone numbers in a visible place:

● 911 (if available in your area) or local emergency number

● Local fire and paramedic services

● Local police department

● Local property manager

● Alarm system company (if applicable)

● VSS

Find your building's emergency escape route plan, which should be posted somewhere
in the building. The property manager may have a copy that you can keep, or there may
be a copy in the tenant handbook. If possible, post the escape route information in an
accessible place. If no plan is available, create a note that lists the closest evacuation
route, at least one alternative route, and an interior shelter area (to use during a
tornado, for example). Post the note in a place where it can be referenced quickly.

In emergencies, quickly assess the level of urgency. Most buildings have an emergency
plan that you should follow, but some general guidelines are listed below.

● If candidates are in the test center, turn off the workstation monitors if you can do
this while safely evacuating the test center. If the situation is critical, do not spend
time resolving technology issues.

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● Calmly inform candidates that there has been a development that requires the
evacuation of the test center.

● Do not allow candidates to remove personal items from the lockers or secure areas
because this may cause confusion and delay.

● If you have time, call 911 or the emergency phone number in your area.

● During threats of inclement weather such as a hurricane or tornado, move

candidates and staff to the predetermined interior shelter. Remain there until the
threat has passed.

● If the test center or building needs to be evacuated, such as in the event of a fire,
guide the candidates out of the test center in an orderly fashion. If time allows, lock
the main test center doors. Try to evacuate by using the safest route available.

● When the building is cleared for reentry, return to the test center and check for any
damaged or missing testing equipment or supplies. Contact VSS immediately if you
need help with resuming or restarting candidates’ exams or if workstations or exam
supplies (such as exhibits) have been damaged. After the evacuation, create a case
for each candidate who was testing at the time, selecting these options:

Exam delivery

Testing site emergency evacuation

Do not allow test center employees or candidates to reenter the building until
it has been cleared by the professional emergency authority.

Power outage

If there is an electrical failure, determine whether it is isolated to the test center or

whether it affects the whole building. Call the local property manager or power
company immediately to report the outage, and contact VSS as soon as possible. Inform
candidates that the test center staff is taking the necessary steps to restore the
electricity. Tell candidates to remain at their workstations so that they may resume
testing as soon as the electricity is restored. As soon as possible, create a case for each
candidate, selecting these options:

Exam delivery

Power outage

Medical emergencies

In situations that involve a candidate medical emergency, escort the candidate from the
testing room, if possible. However, escort the candidate only if you are sure that you will

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not injure the candidate or further complicate the injury or condition. Call 911 or the
local paramedic or emergency services, and create a case as soon as possible.

Burglary or unauthorized entry

If you see evidence of forced entry when you arrive for work, do not enter the test
center. Wait for the police in a safe and secure area such as the building lobby. When
the test center is cleared for reentry, return to the test center to check for any damaged
or missing testing equipment or supplies. Contact VSS or Channel Quality to report the
situation.

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