> ## Documentation Index > Fetch the complete documentation index at: https://docs.refairn.com/llms.txt > Use this file to discover all available pages before exploring further. # Set Up Agent Training Modules and Certifications Today > Publish training content, set up certification assessments, and control which agents earn support eligibility through structured learning paths. Refairn's training system lets you define exactly what an agent must know before they earn support access or represent your product to customers. You publish the content, structure it into ordered modules, and attach an assessment that agents must pass before their certification is issued. Every step is tracked, so you always know where each agent stands and which ones are ready to be activated. ## Building your training library Training content lives in your program's **Training** section. You can upload or add the following content types: Upload MP4 files or link to hosted videos. Use these for product walkthroughs, feature demos, and tone-of-voice guidance. Upload pitch decks, product one-pagers, and visual reference guides agents can download and keep. Write inline content directly in the platform — ideal for policies, process explanations, and step-by-step guidance. Link to your help centre, changelog, or any external resource without re-hosting it. Add structured Q\&A pairs that address the questions customers most commonly ask agents during the sales process. Provide word-for-word or guideline-level scripts agents can adapt when introducing your product to new prospects. Give agents a structured flow for walking new customers through setup and early activation steps. Define exactly which topics agents may handle and which must be escalated to your internal team. See [Support Monitoring](/businesses/support-monitoring) for the full list of restricted topics. Keep your **prohibited claims list** detailed, specific, and visually prominent in your training modules. Document every claim agents must never make — misleading ROI figures, unverified comparisons, unsupported guarantees — and explain why each one is off-limits. A well-documented prohibited claims list is your primary defence if an agent makes a false claim to a customer. The audit log records when each agent acknowledged the module containing it. ## Organising content into modules Rather than presenting all content as a flat list, group your lessons into **modules** — logical sections that agents progress through in order. **Example module structure:** 1. **Product fundamentals** — What the product does, who it is for, and how it fits into the market. 2. **Sales and referral approach** — How to identify qualified leads, how to introduce the product, and which scripts to use. 3. **Customer onboarding** — What to do after a referral converts: the handoff, the first check-in, and the early activation workflow. 4. **Support basics** — How to handle common customer questions, what to escalate, and how to use the support workspace. 5. **Compliance and prohibited claims** — What agents may and may not say or promise on your behalf. Each module contains an ordered list of lessons. Agents must complete each lesson in sequence before they can proceed. You can mark individual lessons as required or optional. ## Creating a certification assessment An assessment is the gate between a trained agent and a certified one. Attach an assessment to your program from **Training → Assessments → Create assessment**. ### Question types Present a question with three to five answer options and one correct answer. Use these for knowledge recall: feature names, policy rules, correct escalation paths. **Example:** *"A customer asks you to process a refund on their behalf. What is the correct action?"* * Process it directly in the platform * Explain that refunds must go through the business support team ✓ * Ask the customer to raise a ticket with the business * Ignore the request and continue the conversation Ask the agent to write a free-text response in their own words. These are reviewed manually and are well-suited for testing comprehension rather than recall. **Example:** *"Describe in two to three sentences how you would introduce this product to a prospect who is currently using a competitor."* Present a realistic customer interaction scenario and ask the agent to respond as they would in practice. Scenario questions reveal how agents apply knowledge under realistic pressure. **Example:** *"A customer messages you saying they have been charged twice this month and wants their money back immediately. Walk through your response step by step."* Flag any question — regardless of type — for human review rather than automatic scoring. Useful when a correct answer requires judgment, contextual nuance, or creative evaluation that auto-scoring cannot handle reliably. Manual review questions are held until you or a designated reviewer scores them. The assessment result is not issued until all manual review questions are graded. ### Assessment settings | Setting | Description | | ------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Passing score** | The minimum percentage or raw score required to pass. Agents who score below this threshold fail and must retry. | | **Retry limit** | How many times an agent may retake the assessment after failing. Set to unlimited to allow unlimited retries, or cap it (e.g. 3 attempts) to create a meaningful gate. | | **Certification expiry** | How long a passed certification remains valid. After expiry, the agent must retake the assessment to renew their certified status. Use this to ensure agents stay current with product changes. | | **Manual approval requirement** | Whether a human must review and approve the result even after the agent scores above the passing threshold. Enable this if you want a final judgment layer before activating support access. | ## Certification statuses Every agent's certification progress is tracked with one of the following statuses: | Status | Meaning | | -------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Not started** | The agent has been approved to the program but has not opened any training content yet. | | **In progress** | The agent has started at least one lesson but has not submitted the assessment. | | **Submitted** | The agent has completed and submitted the assessment. Results are pending (relevant when manual review questions are included). | | **Passed** | The agent scored at or above the passing threshold on all automatically graded questions. | | **Failed** | The agent scored below the passing threshold. They can retry if retries remain. | | **Awaiting manual review** | The assessment includes manual review questions that have not yet been graded by a reviewer. | | **Certified** | The agent has passed the assessment (and, if required, received manual approval). They are now eligible to request support access. | | **Expired** | The certification has passed its expiry date. The agent must retake the assessment to regain certified status. | | **Revoked** | A business owner or admin has manually revoked the agent's certification — for example, following a conduct issue or a significant product change that requires re-evaluation. | ## What happens after an agent passes When an agent reaches **Certified** status, they see a notification in their dashboard and can submit a request for support role activation. You receive the request in your **Agents** panel and can: * **Activate support access** — the agent's status updates to support-eligible and they can be assigned customers. * **Decline the request** — if you are not ready to expand your support capacity or want to review the agent further. * **Revoke the certification** — if the assessment result or any manually reviewed content raises a concern. Certification alone does not grant support access. You retain full control over when and whether a certified agent is activated in a support role. *** Once your agents are certified and active, learn how to monitor their support work in [Support Monitoring](/businesses/support-monitoring).