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.