When an Universal Learner Courses student's proctored exam is rejected for not showing a clear photo ID, complete the following:
- Ask the student to email a clear picture of their photo ID
- Attach the photo ID to the SalesForce case
- Assign the case to Tier 3 support
Tier 3 will then be able to compare the photo ID to the student's proctored exam video to confirm if the ID matches the student. If this was the
only violation against the student, Tier 3 can then verify their proctored exam.
If there are additional rules violations that caused the student to be rejected, it is
not necessary
to ask for the photo ID. In this case, even with a clear ID, the student would still be rejected for additional rules violations.
