Knowledge base
Royal Canin Academy
Client Information
8
Client Information
System Requirements
Mobile Devices & App
Help Desk | Internal Users
iPhone/iPad 12 Issue
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Login Related
6
How to Sign In?
Login URL
Username Request
Password Reset
Password Requirements
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Account Related
14
No Account | Start Here
No Account | Internal Users
No Account | External Users
User Account Not Found In RCA | MVH Associates
Account Information Incorrect
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Training Related
6
WBT
ILT/VILT
Certificates
Mobile App
Transcript
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Specific Training
6
Pet Nutrition Advisor Program (PNAP) | Foundations Level
Pet Nutrition Advisor Program (PNAP) | Advanced Level
Nutrition Advisor Program | Canadian
Nutrition Advisor Program | Prerequisites
Nordic Feline Webinar 09/09/2025
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Ticket Processing
2
General Escalation Template
Transcript Records Have Disappeared
Master System Check - All Clients
Browser Related Inquiries
5
What is a Browser?
Why Should I Disable My Pop-Up Blocker?
What Does Clearing My Cache Do?
How to Copy and Paste | Windows
How to Return to Course Window
Chrome Windows & Mac | Latest
10
Allow Pop-ups, Sound and Images
Pop-up Blocker
Allow Images
Allow Sound
Clear Cache | Windows
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Microsoft Edge | Latest
7
Allow JavaScript, Popups, and Images
Allow Images
Clear Cache
Adjust Zoom
Enable Cookies
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Firefox Windows and Mac | Latest
6
Pop-up Blockers
Clear Cache
Enable Cookies
Zoom Settings
Private Browsing Mode
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Mac Safari | Latest
6
Pop-up Blockers
Clear Cache
Screen Resolution
Zoom Settings
Enable Cookies
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iPad Help
5
Safari | Disable Pop-Up Blockers
Safari | Allow Cookies
Safari | Clear Cache
Chrome | How to install on an iPad
Chrome | Disable Pop-up Blockers
Android Help
1
Chrome | Disable Pop-Up Blockers
Java
7
Java Install
Java Security Exceptions
Java Security Levels
JavaScript Security
Clear Java Cache
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Links
2
System Check Link
Current Version of JAVA Link
Ticket Processing - All Clients
Ticket Processing
20
General Admin Escalation
Login Request Response
Negative Rating (If user was upset but instructor assisted user properly)
No Account | Escalation to Admin
No Issue Stated | Not Enough Information
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Ticket SR Templates
17
Initial Email – V1 (Resolved)
Initial Email – V2 (Issue, expecting Response)
Initial Email – V3 (Inquiry/Request, expecting Response)
Initial Email – V4 (Update after Escalation)
Initial Email – V5 (Relaying Updates to User from Admin)
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Screenshot Requests
6
Requesting Screenshot for Completion Issue/Request
Screenshot Request for Course Completion Issue/Request – Module within Course
Screenshot Request for Course Completion Issue/Request – Multiple Modules
Screenshot Request for Course Completion Issue/Request – Multiple Courses
Screenshot Request for Course Completion Issue/Request - Known Course Completion Issue
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Chat Escalation Template
1
Ticket Summary Template
Basic Support - All Clients
Basic Support
8
LinkedIn Learning Support
Password Reset on Behalf of Someone Else
Multi Language Support
Phone Support Request
User Requesting eSkillz Company Information
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Phone Support - All Clients
Phone Support - All Clients
3
Introduction
Best Practices
Script Examples
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