Training in cases

Training can be a step in a case, such as an employee onboarding process. You open it within the assigned case, and its result can fill in data needed to continue the process.

When training is available

Your organization must configure a learning step and provide its content. Not every case includes training. If you expect a learning step but cannot see it, ask the process owner to check that the right case is assigned to you and has reached the appropriate stage.

Open and complete the training

1. Open My Cases and select the assigned case. People managing the process with the required permissions can also work in Cases.
2. At the learning step, wait for the training content to load within the case.
3. Follow the training instructions. When you return to this step, the system tries to reuse an active attempt; resuming at a particular point depends on the training package.
4. Finish the training as instructed within its content. Wait for the result to be passed back before closing the page.
5. Check the result data in the case and perform the next available process action if required.

Opening the training content does not mean you have completed it. The result depends on the information returned by the training and the process configuration.

Result and proof of completion

The result can be saved in form fields prepared by an administrator, such as a score or completion date. The data you can see depends on the case configuration.

If the process includes generating a certificate, the document appears at the configured stage. Not every training automatically creates a certificate, and you should not assume the system assigns an expiry date.

If training does not load or the result is missing

If the application shows an error or reports missing training content, give the process owner the case name, its stage, and the message. Do not share addresses containing a training access token.

If you completed the training but cannot see the result in the case, report it before starting the whole training again. The process owner should check the learning attempt and result-field configuration.

For general guidance on moving between stages, see Current status of the case.