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.

If technical issues prevent you from creating a case in ServiceDirect (for example, internet access issues), call VSS for assistance. If VSS is unable to resolve the technical issue, call the test center support line to contact a program coordinator. Provide the case details to the program coordinator so they can create a case for you.

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.