soho learning zone (slz) · 1. find learning: type a keyword into the search to find training, or...

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SoHO Learning Zone (SLZ)

Reference and Troubleshooting Guide

Created July 13, 2014

Edited on August 05, 2014

Table of Contents

Current System vs. New System 2 Learning History Records 3 Learners Associated with More than one Site 4 Granting Access to Line Level Learners 5 Navigating the Home Page and Viewing Training Videos 6, 7 Supervisory Roles and their functionality 8 Learners from Managed Properties 9 Which Brands have access to Which Courses 10 Learning Plan 11 Minimum System Requirements 12 Webinars 12 Notification and Email Addresses 12 As Administrator

View Learners Profile, including email address

View Learners Learning History

View Learners Learning Plan

Use the PROXY functionality where you log on as the learner 13, 14, 15, 16

Escalation Procedures 17, 18, 19, 20, 21, 22, 23 Online Courses – Completion Statuses 24

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SoHO Learning Zone (SLZ) Reference and Troubleshooting Guide

1) Current System vs. New System

Current System New System

Name SoHO Learning Zone SoHO Learning Zone

Product/Vendor Oracle Learning Management SuccessFactors which is the learning module of the performance management system SuccessMatters (used by Wyndham employees)

Business Units Sharing None RCI customers/Corporate/WHG for Franchisees/ Managed Properties

Hosted WHG Vendor

Who has Access • US/Canada properties only • Managed and Franchised • All MyPortal roles

• Global US/Canada launch July 2014 NAMER/EMEA/APAC launch Aug 2014

• Managed and Franchised • EPR, SPR, MGR (these roles can give

access to others through the Account Admin Tool in MyPortal)

Ho How do they Access

• Single Sign On (SSO) from MyPortal

• Franchised Properties Single Sign On (SSO) from MyPortal

• Managed Properties Since they are employees, they will

access through SuccessMatters (See page 6 for detailed information)

Functionality • Registration • Launch courses • Track compliance • Webex Integration • View Learning History • Register Employees and

track their learning history

• Registration • Launch courses • Track compliance • Webex Integration • View Learning History • Register Employees and track their learning

history (See Page ___ for more details) Vie

Upgrades • Better user experience

• Eliminate many course launching issues • Better compatibility with current browsers • Language (Spanish, Dutch, German, Danish) • Webex 2-Way Integration

• Mobile access with new MyPortal • No “no site # in drop down” issue

• Less Assyst tickets

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2) Learning History (Migrating learning records from old system to new system)

Q: Whose records will be migrated?

A: See bullets below for breakdown by role.

• EPR/SPR/MGR: For all MyPortal active learners with the role of EPR, SPR or MGR,

learning records from the old system will be migrated to the new system. When they log in

and click on the HISTORY tile (see screenshot 2A) on the home page they can view their

learning history.

Line Level: For all MyPortal active learners with line level roles, learning history has not been migrated over. (Please note that an Alert on MyPortal went out on 6/2/14

http://www.whgsoho.com/na/success_factors/lms_na_communication060214.pdf

communicating that if the franchisee wanted to keep the learning history records of

their line level staff, they should go into the current system and print that information

to keep in their records)

Q: How far back in time will the records be migrated?

A: Depends on the type of course

All learning records pertaining to General Manager compliance such as STEP,

RightSTART, and Executive Leader Orientation (ELO) will be migrated.

All learning records for all other types of learning will only go back 3 years.

2A

http://www.whgsoho.com/na/success_factors/lms_na_communication060214.pdf

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3) Learners Associated with more than 1 site

If a learner is associated with more than one site, they will have to choose which site they want to

enter the system as. When they log on to MyPortal, the system recognizes that they are

associated with more than one site and it prompts them to choose (See screenshot 3A)

Q: If a learner chooses site A and completes a course, when they log on as site B, will they see that

course in their Learning History?

A: No. They would have to log out and then log back in as site B to see that course completion in

their Learning History.

Q: For GM Certification, how will this work? Currently if they take the class for one site, they are

considered compliant for all their sites.

A: On the backend, the system recognizes their party ID, which is a unique identifier for that person,

regardless of what site they are with. The system will be able to tell that this person is compliant

for all their sites. Please note: As of 7/14/14, if a general manager is hired at a property,

other than the one he completed General Manager Certification for, and it’s been more than

5 years since he’s taken the GM class (STEP, RightSTART, ELO), then they will have to be

certified again. For example: Jim is GM at site A. He either quits site A or remains at site A

and now becomes GM at site B. He completed STEP class in 2008, he will have to attend

again for his new site (B) because it’s been more than 5 years. He will be considered non-

compliant for site B but if he remains at site A he will be compliant for site A. Once he

comes to class, he will be compliant for both sites. In the same scenario, however he came

to class in 2012, he would be compliant for both sites because it’s been less than 5 years.

This does not apply to a GM who stays at the same site, they will always be compliant if

they stay at the same site even if the ownership changes or it flips brands.

3A

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4) Granting Access to SLZ to Line Level users

Q: How long will it take for the line level user to have a working link to SLZ once they have

been granted access through the Account Admin tool.

A: They will see the link almost immediately; however the link will not be active for up to 48

hours. They system has a once daily feed, so there is some delay. To prepare for some

possible confusion, when an SPR, EPR or GM grants line level users SLZ access, they see

the following message (see Screen Shot 4A). Also, if the person tries to click on the link and

it doesn’t work, another reminder pops up that says it could take 48 hours.

4A

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5) Navigating the new SoHO Learning Zone Homepage

1. News: Displays important information and latest news about upcoming training and other training

tools and resources. This is also where learners can access 5 short training videos designed to

walk the user through the new SLZ functionality. The topics covered are:

How do I search and register for a live webinar

How do I launch a recorded webinar playback

How do I search and register for Executive Leader Orientation (ELO)

How do I launch a self-paced course

How do I print a certificate of completion

To access these tutorials, go here:

http://www.whgsoho.com/na/success_factors/quick_tutorial/index.html

http://www.whgsoho.com/na/success_factors/quick_tutorial/index.html

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1. Find Learning: Type a keyword into the search to find training, or click on Browse all courses > to look

through a catalog of all training available to you.

2. My Learning Plan: Displays your learning items and requirements, whether assigned by Wyndham Hotel

Group, assigned by your manager, or self-assigned. Ordered by due date, showing overdue first, then due

soon, due later, and no due date.

3. News: Click here to bring back the News window if you have clicked the checkbox that hides it.

4. Options and Settings: Click here to adjust your user preferences like language, time zone and date

format.

5. History: Shows a number for training completed in the last 30 days. Click View all to see your complete

Training History. You can also print Certificates of Completion for training you’ve completed.

6. My Curricula: Shows quick information about your status in any assigned Curricula. Click the circle to go

to the Curriculum Status screen for more detailed information.

7. My Team: Hotel owners and general managers will have this My Team link (as well as a My Team pane,

not shown), for viewing, managing, and reporting on their hotel staff’s training.

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6) Supervisory Roles for Franchisees (registering and tracking employee learning)

In a franchisee structure as with Wyndham Hotel Group, we do not have access to the franchisee

employee records, therefore in order to determine who reports to whom, the following hierarchy

was determined. EPR

SPR

MGR

All other Line Level Roles

An EPR is considered the highest in the hierarchy; therefore the EPR is considered supervisor of

an SPR, they are also able to see those that report into the SPR and GM. An SPR is considered

supervisor of a MGR, they are also able to see all that report into the MGR. And a MGR is

considered supervisor of all with line level roles. And those who have a line level role in MyPortal

do not have anyone reporting into them in this system based on the hierarchy model above.

Please Note: EPR, SPR and MGR can only see those in that particular site. So even though

they may have multiple sites where they are SPR, they will only see those ppl in that site

that they are logged on as.

Q: How do I register or view training records for my subordinates?

A: From the home page, you would click on My Team (See Screen Shot 5A). Also, when you

are navigating through the courses and you are a supervisor, you will see there are links to

“Assign Others” or “Enroll Others”. You can also accomplish this task by clicking on those links.

5A

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7) Managed Properties

Q: What is a managed property?

A: WHG has a number of properties in its portfolio that it manages. Therefore the employees at

these properties are WHG employees (there are some exceptions – for example

Internationally – this rule is not always the case).

Q: How do I know if a property is a managed property?

A: You know by the chain code. The chain code appears in the properties full account #, which

includes the site #. Example: 00005-09876-01-DAM. This is site #00005 and it’s a Days Inn

managed property. Managed properties will have one of these chain codes: DAM (Days Inn),

HOM (Howard Johnson), HTM (Hawthorn), RDM (Ramada), WDM (Wyndham), WTC (

Canada), WTM (Tryp)

Q: How will learners from managed properties access SoHO Learning Zone?

A: Learners from managed properties will not access SoHO Learning Zone from MyPortal.

The link will not be visible to them. Since learners from managed properties are employees

of WHG and not franchisees, they will access learning like any other employee of WHG.

WHG’s learning module is called MyLearning. Employees of WHG access learning by logging

onto SuccessMatters and then clicking LEARNING from the drop down on the home page

(See Screen shot 6A)

https://performancemanager4.successfactors.com/login?company=Wyndham&username=016729

Q: Will managed learners be able to see their learning history?

A: Not initially. SoHO is working to have it loaded sometime after launch.

6A

https://performancemanager4.successfactors.com/login?company=Wyndham&username=016729

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8) What courses are visible to what brands in the new system

Course or Group

of Courses

Course Delivery

Method

Brands that can Access Managed or

Franchised

What Regions

can Access

Executive Leader Orientation (ELO)

Instructor-Led in person classroom

Parsippany, NJ – All brands ______________________________ All other Locations – All brands except Wyndham, Tryp, Night, Dream, Planet, Ramada

Managed and Franchised

LATAM

NAMER

Sales Essentials Instructor-Led in person classroom

Wyndham, Wingate, Hawthorn, Ramada


NAMER

5 Sales Skills Instructor-Led in person classroom

All brands except Wyndham managed and franchised

NAMER

Online Courses and Videos

Online Self-Paced All brands Managed and Franchised

NAMER

LATAM

APAC

EMEA

Webinars on Wednesdays Note: These are all recorded and are available as self-paced playbacks.

Instructor-Led Online (via WebEx) Playbacks are self-paced online.

All brands Managed and Franchised

NAMER

LATAM

EMEA

Property Management System (PMS) webinars Note: They are recorded and are available as self-paced playbacks.

Instructor-Led Online (via WebEx) Playbacks are self-paced online

See marketing flyers on the Training tab in MyPortal. It will tell the franchisee what PMS webinars are available to them by brand. Generally, Wyndham (WHR) has their own PMS webinars that the other brands do not participate in. Planet, Night, Dream do not have access to any PMS webinars.


NAMER

LATAM

Brand Essence Online Self-Paced Howard Johnson ( HOJO Brand Culture 1.0: Happiness! It's What We Do!), Travelodge ( Travelodge Brand Culture 1.0: WOW! It's What We Do! ) and Ramada ("I AM" Ramada Service Culture) all have online course(s) that are brand culture driven. They are offered in Spanish and English.


NAMER

Count on Me! Instructor-Led Online (via WebEx)

Wyndham, Tryp, Wingate, Hawthorn, Microtel

Franchised and Managed

NAMER

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9) Learning Plan

Below is a screen shot of the learner’s home page. The “My Learning Plan” tile (screenshot

7A) displays your learning items and requirements, whether assigned by Wyndham Hotel

Group, assigned by your manager, or self-assigned. They are ordered by due date, showing

overdue first, then due soon, due later, and no due date.

Q: Why do I have Executive Leader Orientation on my “My Learning Plan”? Neither myself

nor my manager registered me for this course.

A: GM Certification is required per the franchise license agreement. Our records show that

as general manager for this property, you are non-compliant, therefore this course has

been assigned to you. You are not actually registered for a specific class; this course is

simply on your learning plan as a reminder. To register for a specific date and location,

follow on screen instructions.

7A

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10) Minimum System Requirements

Please note the following system requirements to ensure the best experience when accessing the

new SoHO Learning Zone:

• Internet Explorer 8 or higher, FireFox, Safari 5 to 7 and Chrome

• Windows XP, Windows Vista, Windows 7 (call 888-328-0000 regarding other operating

systems)

• Adobe Acrobat Reader 9 or higher

• Adobe Flash Player 10 or 11

• Screen Resolution: XGA 1024x768, high color or higher

• Recommended internet connection speed is 300-400Kbit/s.

Q: Are you mobile device compatible

A: Currently we cannot support the system on mobile devices. Until, the new MyPortal (coming

2015) is released, we cannot support mobile devices.

11) Webinars

SoHO is still using WEBEX as its vehicle for hosting webinars. The users will still have to go to

SoHO Learning Zone to assign a future webinar to their learning plan, however if it is a webinar

that is happening immediately, they can simply launch. New Functionality: When they assign

the webinar to their learning plan, they will receive an email with the webinar link. They

can click on this link right from their email to launch into the webinar. They do not have to

go back to SoHO Learning Zone to launch. They can, but they do not have to.

Q: I received my link via email. I want another person in my company to attend the webinar. Can

I forward them the link?.

A: No. The link is uniquely created for that user and that user only. If you distribute, then only

the first person to launch the webinar will be allowed in. If you want others to attend, please

have them register through their own MyPortal account.

12) Notifications and Email Addresses

A notification is sent automatically when a learner – registers for a course, cancels from a

course or is waitlisted for a course. Reminders are sent out in various intervals.

The learner’s email is the address that they enter into the MyPortal preferred email.

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13) As SLZ Administrator you can…….

a) View Learners information. For example, see their email address, brand, Region, site #.

Log onto SuccessMatters. Click on HOME and from the drop down choose ADMIN TOOLS.

Now choose the LEARNING icon.

Click on the USERS tab

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The unique identifier for all franchisees is their Party#_Site#. The Party ID comes from the

number that is randomly assigned with their MyPortal account. Since the learner won’t

know their party ID, you can search by the learners Site #. In the USER ID search field

type in _ and then the site #. So for site #1, you would type in “_00001” then type

SEARCH.

All the learners for the site will appear. Click on the blue highlighted User ID to see information about the learner and to view their Learning Plan.

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Click VIEW ALL to see all profile information about this learner.

Click LEARNING PLAN to see all the courses assigned to them or that they have assigned

to themselves as well as upcoming classes they have registered for.

Click LEARNING HISTORY to see all the history records for this learner.

b) Log on via PROXY functionality to view the system as the learner views the system.

From the same screen, click LAUNCH PROXY.

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Now you are viewing the system exactly as this learner is viewing the system. You can

“Browse All Courses”, see LEARNING PLAN and LEARING HISTORY exactly how the

learner sees it.

NOTE: OSD have read only access, so you cannot make any changes. OSD supervisors have additional responsibilities where you can register a franchisee through the launch proxy functionality.

When you are finished, click CLOSE SESSION, this will get you back to the previous

administration screen.

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14) Escalation Process. Please add all the standard information about the issue, however,

please use the descriptions described below as well.

Issues prior to accessing SoHO Learning Zone

Issue Troubleshooting

Suggestions

Escalation

1 Learner does not see any link to SLZ

Line Level In the new system only

EPR, SPR and MGR are defaulted access to SLZ. An EPR, SPR or MGR would have to grant access.

High Level (EPR,SPR, MGR) Verify if they have an active

MyPortal account with a high level role. If so and they still have no link, escalate

Send to

[email protected] Subject Line: SLZ-Assign to MyPortal Production Support (EG PSS INET PTL) Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = Verified that this user has a High Level role of list either GM, SPR or EPR, however they do not have the SLZ link.

2 Learner sees two links for SLZ – both the old link (SoHO Learning Zone) and the new link (SoHO Learning Zone – New)

Send to

[email protected] Subject Line: SLZ-Assign to MyPortal Production Support (EG PSS INET PTL) Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = User can see both the old and new SLZ link.

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3 Learner clicks on the SLZ link and gets the following error page. Note: Since this system is shared by corporate, the error messages had to be written to make sense to both WHG employees and WHG franchisees even though WHG employees are not accessing SLZ from MyPortal SSO.

Line Level When a high level role

grants access to SLZ, the link will almost immediately appear to the line level user. The issue is it will take up to 48 hours for the user’s link to be activated. Please ask the user if they are sure it’s been more than 48 hours. If they say it is and they are still getting this message, then escalate

High Level (EPR,SPR, MGR) Verify if they have an active

MyPortal account with high level role that has been active for at least 48 hours.

Check to see if the person has been provisioned the SoHO Learning Zone responsibility.

A) If status is “pending” (in orange color) then escalate below…

Send to

[email protected] Subject Line: SLZ-Assign to MyPortal Production Support (EG PSS INET PTL) Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = SoHO Learning Zone responsibility stuck in pending status.

B) If SLZ status is added and active (in green color) then escalate below…

Send to

[email protected] Subject Line: SLZ - ETL Production Support (EG PSS EDW) Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = SoHO Learning Zone is provisioned; however the person is not in SuccessFactors and receives an error when clicking on link.

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Issue Troubleshooting Suggestions

Escalation

4 Learner clicks on the link and there is a generic “Error” page (not the one shown above) or nothing happens.

Make sure pop-up blockers are turned off.

Make sure they have the minimum system requirements.

They could have been in MyPortal and timed out. If so, they should log back in and try again.

Send to

[email protected] Subject Line: SLZ-Assign to MyPortal Production Support (EG PSS INET PTL) Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = When clicking on SLZ link, user is getting error message that says _____________. When clicking on SLZ link, user is getting error message that says _____________. Attach screen shot if possible.

`5 Learner clicks on the link and they are sent to the SuccessMatters or SuccessFactors log in page.

Make sure this is a learner from a franchised property and not a managed. If they are from a franchised property, they should have single sign on to SLZ. In that case escalate. If they are a learner from a managed property, they have to enter their SuccessMatters ID and password.

Send to

[email protected] Subject Line: SLZ-Assign to MyPortal Production Support (EG PSS INET PTL) Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = User is a franchisee and is being routed to SuccessMatters log in screen.

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Escalation Process continued

Issues when learner is in SoHO Learning Zone

Issue Troubleshooting

Suggestions

Escalation

6 Learner does not see their learning history

If they are a line level user, they will not see their learning history. Line level learning history was not migrated over. This was communicated on 6/2 brand matters.

If they are a high level

(EPR, SPR, MGR) and are with multiple sites, they may need to log out and log back in with their other site.

SoHO has only migrated all

GM Certification records and only 3 years’ worth of records for all other types of learning. For example: a webinar they took 4 years ago was not migrated.

Send to

[email protected]

Subject Line: SLZ-Assign to WHG BRAND SERV Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = User is not seeing their Learning History. They believe they should see _____________________.

7 Learner does not see a course that they believe they should have access to.

Check the grid on page 8 to see if they do have access.

Log in as PROXY and search to see if they can see it.

Send to

[email protected]

Subject Line: SLZ-Assign to WHG BRAND SERV Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = User is looking for ____________ course, however it is not visible to them. WHG BRAND SERV (SoHO) will investigate and escalate to [email protected] if necessary. SoHO will document in Assyst and use Assyst as a follow up. SoHO will also track in HRMS Issues Log.

mailto:[email protected]

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8 Learner cannot launch an online course

Go through minimum system requirements

Make sure all pop-up blockers are off

Send to HTCS for additional troubleshooting.

9 Learner is not receiving confirmation emails when registering for a class

Check their MyPortal preferred email. That is where the notification is going to.

Proxy in as learner to make sure the email is correct.

Proxy in as learner and see if they have the class on their learning plan. If so, they should have received an email.

Send to

[email protected]

Subject Line: SLZ-Assign to WHG BRAND SERV Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = User is not receiving confirmation emails. They registered for _______ class. WHG BRAND SERV (SoHO) will investigate and escalate to [email protected] if necessary. SoHO will document in Assyst and use Assyst as a follow up. SoHO will also track in HRMS Issues Log.

10 Learner is assigned and is registered for a webinar on their learning plan but did not get the email with the link

Check their MyPortal preferred email. That is where the notification is going to.

Proxy in as learner and see if they have the webinar on their learning plan. If so, they should have received an email.

Let the learner know they can log back into the system and launch the webinar from there if they do not receive the email in time.

Send to

[email protected]

Subject Line: SLZ-Assign to WHG BRAND SERV Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = User is not receiving confirmation emails. They registered for __________ webinar. WHG BRAND SERV (SoHO) will investigate and escalate to [email protected] if necessary. SoHO will document in Assyst and use Assyst as a follow up. SoHO will also track in HRMS Issues Log.

11 I attended a webinar; however I am listed as incomplete. It was a live instructor led webinar not a playback.

The system is set up to track the time the person spends in the webinar. If you did not spend the specified percentage of time in the webinar, you will be considered incomplete.

Send to

[email protected]

Subject Line: SLZ-Assign to WHG BRAND SERV Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID



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= 1771807, Site # =07451) Description = User attended live webinar, however their attendance status is not saying complete. They attended the ____________ webinar on date. WHG BRAND SERV (SoHO) will investigate and escalate to [email protected] if necessary. SoHO will document in Assyst and use Assyst as a follow up. SoHO will also track in HRMS Issues Log.

12 Learner is a supervisor but cannot see any of their employees when either looking up training records or trying to assign training to an employee.

Confirm that they are either EPR, SPR or MGR and have had that role for more than 48 hours.

Proxy in as them.

Do they have the My Team tab at the top of their home page (Screen Shot 5A).

Look up one of the ppl they are supposed to supervise and see if in the supervisor field it lists their party id_site #.

Send to

[email protected]

Subject Line: SLZ-Assign to WHG BRAND SERV Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = User is supervisor, but is not seeing their subordinates. WHG BRAND SERV (SoHO) will investigate and escalate to [email protected] if necessary. SoHO will document in Assyst and use Assyst as a follow up. SoHO will also track in HRMS Issues Log.



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13 Learner does not know how to print certificate

They should watch the training tutorial

They should click HISTORY, find the class and mouse over for “Print Certificate”. Please Note: Only if

you completed the class will you be able to print a certificate.

Please note: For GM Certification a certificate will be handed out in class. Currently the class is called Executive Leader Orientation (ELO). This certificate is considered the certificate of record.

Send to

[email protected]

Subject Line: SLZ-Assign to WHG BRAND SERV Body of Email: Item = SLZ User = Name, MyPortal ID, MyPortal Party ID, Site # (Example: Laura Pelcak, MyPortal ID =Pelcalau, Party ID = 1771807, Site # =07451) Description = User cannot print certificate for ___________ course. WHG BRAND SERV (SoHO) will investigate and escalate to [email protected] if necessary. SoHO will document in Assyst and use Assyst as a follow up. SoHO will also track in HRMS Issues Log.

14 Learner is from a Managed Property (for example WDM) and their account is not in SF or something is wrong with their account.

No troubleshooting necessary because they are a learner with a managed property.

Send to WHG Incident Management Subject Line: SLZ-Assign to WHG BRAND SERV Body of Email: Item = SLZ User = Name, Site #. Description = User from managed property is having trouble accessing SLZ. WHG BRAND SERV (SoHO) will investigate and escalate to [email protected] if necessary. SoHO will document in Assyst and use Assyst as a follow up. SoHO will also track in HRMS Issues Log.



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15. Online Course Completion Status

If a course has a quiz which requires a passing grade, and the learner does not pass, the course

will still move to their Learning History. Only difference is the Status will read as “Please retake

exam(s) to pass course”. Also, they will not be able to print a certificate if they do not pass the

course. While they are taking the course, the screen tells them what is the passing grade and what

grade they received.

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