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Requesting Accommodations for Salesforce Proctored Exams

 

Find out more about Salesforce certification accommodations and the request process.

 

When to Request Accommodations vs. Submit a Support Case

 

How to request accommodations:

 

When to submit a support case:



Important: Emailing salesforce-certification-accommodations@salesforce.com is the recommended method to ensure direct review by the Salesforce Certifications Accommodations Team. If contacting Salesforce Help, always use the exact phrase 'create a case' to ensure proper routing.

 

General Accommodations Questions

 

Q: What are Salesforce certification accommodations?
A: Salesforce certification accommodations are adjustments to the standard testing environment for individuals with disabilities, medical conditions, or other qualifying circumstances that could impact their exam experience. These modifications are designed to ensure that all candidates have an equal opportunity to demonstrate their skills and knowledge.

Q: What types of accommodations are available?
A: Accommodations may include extended time on exams or specific disability accommodations. The type of accommodations will depend on the individual's situation.

Q: How do I check if my accommodations are already on my account?
A: To confirm that your accommodations are on your account, please visit Trailhead Academy. Then, go to your Trailhead Academy Account and scroll down to the bottom. Under Accommodations you will be able to see what accommodations are setup on your account.

Q: Will my accommodations automatically apply if I retake an exam?
A: If the accommodations are still valid (have not expired), they will apply to retakes. If your accommodations are expired, you will need to submit a new request. Accommodations' expiration dates are listed on your Trailhead Academy Account in the Accommodations section.

Q: If I have accommodations, why can't I schedule my exam online?
A: Some accommodations requests need to follow a process and instructions will prompt you on how to complete your registration and scheduling. Visit Exam Scheduling and Rescheduling With Accommodations for more information.

Q: What should I do if I encounter issues during the exam related to my accommodations?
A: If you experience any issues during the exam regarding your accommodations, you will be able to communicate with your Pearson VUE Proctor.

Q: Where do I get additional support and information regarding Salesforce certification accommodations?
A: If you need additional support or have questions regarding Salesforce certification accommodations, please email salesforce-certification-accommodations@salesforce.com to reach the accommodations team directly. Alternatively, you may open a case via Salesforce Help and ask the agent to 'create a case' for your certification exam accommodations.

 

Requesting Accommodations

 

Q: Who can request accommodations?
A: Any candidate who identifies as a non-native English speaker or who has a disability, health condition, or other barriers that could affect their ability to take the certification exam can request accommodations.

Q: How do I request accommodations?
A: To initiate an accommodation request, email salesforce-certification-accommodations@salesforce.com with the following information:
  • Full Name
  • Trailhead Academy Email Address
  • Requested accommodation type (e.g., Extended Time, Extra Breaks, Screen Reader Compatibility)

Important Privacy Notice: Please do not attach doctor's notes, medical records, or sensitive health documentation to your initial email. Once we receive your request, our team will provide secure instructions on how to submit any required supporting documentation.

NOTE: Please note that you must have the accommodation on your Trailhead Academy Account prior to registration for the additional time to be added to your exam. If you don't, you will have to cancel your exam and reschedule.

Q: How far in advance should I request accommodations?
A: Please submit your accommodation request as early as possible — ideally at least 30 days before your intended exam date. This allows sufficient time for review, secure documentation verification, and scheduling arrangements.

Q: Are there any costs associated with requesting accommodations?
A: There are no additional costs for requesting or receiving accommodations.

Q: Is documentation required for my request?
A: Supporting documentation (such as a physician's note stating the specific accommodation needed) may be required. Detailed instructions on how to securely submit documentation will be provided after your initial email is received.

Q: Do accommodations requests differ depending on if I take my exam at a physical testing center (onsite) or remotely online?
A: Sometimes. Depending on availability at a facility, the accommodations request may be delayed or we may refer you to another location.

Q: If my accommodations request is temporary, what will happen when it expires?
A: If you have temporary accommodations, there will be an expiration date visible on your account. Once the date has passed, you will no longer see the accommodations listed on your account and you will no longer have access to the accommodations when scheduling an exam. Current accommodations expiration dates are listed on your Trailhead Academy Account under the Accommodations section.

Q: Who do I contact if I have questions about my accommodations request?
A: For any questions about your request, please email salesforce-certification-accommodations@salesforce.com and the certification accommodations team will be happy to help you.

Q: Can I change my accommodations request after it has been submitted?
A: Yes. If you need to modify your accommodations request after submission, you should email salesforce-certification-accommodations@salesforce.com as soon as possible to discuss your changes.
 
 

Can't Schedule Your Exam Because of an Accommodation Issue?

 
If you are unable to schedule or register for an exam and you believe it is related to an accommodation on your account:
  1. Log in to Trailhead Academy and go to your Trailhead Academy Account.
  2. Scroll to the Accommodations section and confirm the accommodation is listed and has not expired.
  3. If the accommodation is approved and you are still unable to schedule, email salesforce-certification-accommodations@salesforce.com explaining the scheduling error you are seeing.
You must have an approved accommodation on your account before registering — registering without it means you will need to cancel and reschedule.

 

Getting Your Accommodations Approved

 

Q: How long does it take for an accommodations request to be reviewed?
A: Most accommodations requests are reviewed within five to seven business days after all necessary information and supporting documentation are received. Depending on complexity, it may take longer, which is why requesting at least 30 days in advance is strongly recommended.

Q: How will I know if my accommodations request is approved?
A: If your accommodations request is approved, you will receive an email confirmation and the accommodations details will be made visible on your Trailhead Academy Account, allowing you to proceed with your certification exam with the necessary support in place.

Q: If my accommodations are approved, where will I be able to verify them?
A: Visit your Trailhead Academy Account to see what accommodations have been added to your certification account.

Q: What if I'm missing an accommodation that was already approved?
A: To update or inquire about missing accommodations, please email salesforce-certification-accommodations@salesforce.com with your modification request.

Q: If my accommodations request was denied, can I appeal the decision?
A: Yes. If your accommodations request was denied, you may submit an appeal by emailing salesforce-certification-accommodations@salesforce.com for further guidance.
 
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