Trailhead and Certification Issue FAQ for Partner Community Members

Frequently Asked Questions (FAQs)

How do I link my certifications to my employer?

To ensure that your certifications are linked to your company, please follow these easy steps:

1. Go to Trailhead Academy and log in using your Trailblazer profile.
2. Once logged in, click into your Trailhead Academy Account in the top-right corner under your profile picture.
3. Navigate to the "Company" section and provide the name of your employer.
4. Click Save to save the changes.

If you are changing companies, simply update the Company Name to reflect your current employer.

How do I link my certifications/badges to my Trailblazer.me profile?

1. Login to your Trailblazer profile.
2. Then, go to "Settings" and check under "Connected Accounts" to see if your Webassessor email is there.
3. If not, you can easily add it by clicking "Connect an Account."

Why do I get an "Unable to verify email address" error when I try to link my Trailhead or certification email address?

This happens because your email address is already being used to link to a different profile. If you have access to your old profile, log in and unlink the address.

If you no longer have access to this user account, you can request a manual disconnect of your certifications and/or badges by resetting your password or opening a case on Salesforce Help. After the account is disconnected and relinked, please allow 24 hours for the account to update.

Where do I view credentials on the Partner Community?

If you have the “Manage Partnerships” permission set, you can access credentials information via a CSV file exported from the Partner Community. To access, log in to the Partner Community and click the Manage tab at the top of the page.

1. Under the Pillar tab, click the Credentials Metric Detail link. 

2. From the credentials metrics page, click the "Export CSV" button under the points summary section.

3. An email is sent to the email address of the user logged into Partner Community who exported the file. The email has a CSV attachment file containing credential detail and status. 

4. Any updates to credentials require 48 hours to reflect in the report. 

Note: In compliance with GDPR guidelines and to protect the privacy of data submitted by partners, we are unable to provide individuals’ certification data (certification status, exam history, list of individuals who successfully completed an exam, reports that include list of individuals, etc.). It is considered personal data and therefore subject to data protection laws per GDPR requirements.

You can view a user’s badges on their Trailblazer profile if their profile is set to ‘public.’ 

My certification should be up-to-date, but I got a notice that says I am behind.

Partner Operations is unable to assist with certification status issues, as full access to WebAssessor records is required for troubleshooting these cases. Your next step should be to contact the certification team directly by logging a case at https://trailhead.salesforce.com/help.

By following these steps and guidelines, you can resolve common Trailhead and certification issues effectively.

What if there’s a discrepancy in badges and points between my Partner Community and Trailblazer profiles?
The small difference in your badge count is due to Event/Community badges. These are special badges on Trailhead used for specific events and promotions, and they don’t appear in the Partner Community.

Can I link my Certification email to me user account, if it’s not connected to the Partner Community?
No. Please proceed with the Partner Community Registration first.

I am unable to link my Certifications and/or Badges.
This might be related to your user’s email already being connected to another user account. Please submit a case via Partner Community > Salesforce Help & Training portal for additional support.

Why are other users unable to receive a verification code after connecting their certification email?
This might be due to users having used an invalid email address or their email already being connected to another user account. Please submit a case via Partner Community > Salesforce Help & Training portal for additional support.

Can I link my Certification email even if I haven’t completed any Certificates?
Yes

Will the Certificate with RETIRED status still be included in the CSV export?
No, as these certificates will only now be visible to the Credential Holder. Refer to this article for more info on Credential Status Request Overview.

The certifications that will be included in the CSV export can be found in the Tiering and Competencies page. 

What certifications should be visible to CSV Export and Appexchange Expertise Tab?
The certifications that will be included in the CSV export can be found in the Tiering and Competencies page. 

What is the "Expertise" tab on Consultant listings and is it still available?

The Expertise tab has been removed from consultant listing pages as part of the transition to the new Partner Finder (Navigator) experience, to align with the updated Salesforce Partner Program.