Team members are given 6 attempts to pass an exam. However, if a team member has run out of attempts, there are two options for administrators:
How to Reset a Team Member's Exam Attempts
Administrators have two options for allowing a team member to retake a failed exam: they can either contact CareAcademy Customer Support directly or submit a request from the team member's profile to reset the failed exam attempt.
Step 1: Locate the team member who is out of exam attempts on the Admin Dashboard and click the down arrow to the far right.
Step 2: Scroll down to find the class(es) the team member is enrolled in. The dashboard will indicate if the team member is "Out of Attempts" below the name of the class. To reset the class, press the menu (three dots) button to the right of the class.
Step 3: Once you click on the menu button to the right of the class that needs reset, press Request Exam Attempt Request
A request will be sent to the customer support team to reset the team members' exam attempts. This is typically completed within 24 hours of submitting the request.
How to Reset a Class
To have a team member retake the entire class, administrators can use the Reset Class option in their dashboard.
Step 1: Locate the team member who is out of exam attempts on the Admin Dashboard and click the down arrow to the far right.
Step 2: Scroll down to find the class(es) the team member is enrolled in. The dashboard will indicate if the team member is "Out of Attempts" below the name of the class. To reset the class, press the menu (three dots) button to the right of the class.
The In Progress classes will appear under the Training Bundle. In this example, the Training Bundle is called Annual Compliance - December 2022.
Step 3: Once you click on the menu button to the right of the class that needs reset, press Reset Class.
A notification will appear at the bottom right confirming the class has been reset. After refreshing the dashboard, the class for the team member will now appear with no notes below it, indicating it is now available to the team member.