Trigger:

In the Adobe Captivate Prime LMS, a course is created with a deadline. Reminders can be scheduled so that a learner does not miss their deadline. When a learner still misses a deadline, course settings allow escalation notifications to be sent to the manager and skip manager.

Only an Admin or an Author may set up this function. The procedure below explains how to enable these notifications.

Procedure:

Learn how to set up multi-level escalation notifications for the non-completion of the course. Escalation notifications can be set up to occur at a set frequency, to be sent to a manager or a skip manager.

1. Log in as Admin or Author and click on ‘Courses’.
   
2. Select the Course for which you want to modify the escalation notifications and click on ‘View Course’.
   
3. Click on ‘Instances’ and then click on ‘Notification Alerts’.
   
4. A calendar opens with the deadline of the course highlighted in red. Click on the highlighted date to see what reminders are set up for the learner.
   
5. Clicking on dates prior to the deadline allows you to set up reminders for the learner about the approaching deadline.
   
6. Click on a date after the deadline to set up a schedule of reminders (to the learner) and escalation notifications to the manager. In the example below, a schedule of 7 days has been set up with reminders to be sent every day to the learner and escalation notifications to the manager.
   
7. For cases in which a learner still fails to complete the course even after escalation to the manager, settings allow you to escalate the matter to the learner’s skip manager. Click on a date after the extended deadline (grey), select the recurrence of reminders, the number of days for the schedule, and this time in the Escalation drop-down menu select ‘Manager & Skip Level Manager’. Click on the blue check-mark to save notification settings.
   

In the screenshot above, the learner has 2 days now to complete the course. During these 2 days they will receive a reminder on each day and their manager AND skip manager will also receive escalation notifications.

Conclusion:

Your account is now set up to trigger escalation notifications to a manager and skip manager when a learner fails to meet a course deadline.

The philosophy here is to provide as much in-built support as possible within Prime to ensure the completion of courses in which learners are enrolled.

For further assistance please contact captivateprimesupport@adobe.com.