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, regional test center managers, 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.