You can choose to override the status of the course to completed/in progress. If you update the course to in progress it will have no impact on the resume behaviour of the course. If you update the course to completed then the course will display as completed with the relevant score in system reports and in the learner portal. You may choose to accept what the user tells you is the correct state and score, or you may choose to require the user to provide evidence. This decision should be based on your business needs. The action steps listed below assume that you have decided to override the user’s state. You should amend this procedure based on your business needs.
1. SCRIPT: It is possible that the course did not track your progress correctly.
This normally happens if you lose internet connectivity part way through a
2. Did you complete the course, or were you part way through?
a. If you completed the course what score did you achieve?
3. ACTION: If the user states that they completed a course:
a. In the users pane, in the Search box, type the users full name, and
then click the magnifying glass icon.
b. In the results pane, click the users full name. If there are multiple
results then you can use other criteria in the Search box to identify the
e.g. you could use the user’s email address as a search criteria.
c. In the SECTIONS pane, click Content.
d. Locate the course that the user stated they completed. You can use the
search of filters to make locating the content easier. When you have
located the piece of content, click that item.
e. In the dialog, in the STATUS list, click Completed/Viewed, in the
COMPLETION DATE dialog choose the date when the user completed
the course, in the SCORE box type the user’s score, and then click Save
f. SCRIPT: I have updated your status.
4. ACTION: If the user states that they had partially completed a course:
a. SCRIPT: It can also be because a course is not designed to resume if
you stop half way through. Unfortunately I am unable to change the
resume behaviour of the course, or update your status.
b. ACTION: If the user feels this behaviour is incorrect then escalate to the