Use this SR when the user asks about the next step in resolving their issue. 

Note: be sure to change the information in the square brackets. 

If troubleshooting does not resolve the issue, we will escalate the matter by submitting a course completion request to the [Client + LMS Name] Administrators. This request will include the troubleshooting steps taken and any relevant information to assist them in addressing the issue. It is possible that retaking the training may not be necessary, as we consider various factors before recommending such a course of action.