Q: How much does a virtual course cost?
A: The registration fee for a virtual course is $295 for one computer terminal. An unlimited number of people may view the seminar at the terminal.

Q: How do I pay?
A: Click on the virtual course in which you would like to enroll and then click on the “Register” icon. Payment is by credit card or PayPal only.

Q: What is the deadline for registering?
A: The deadline for registering is 24 hours before the course is scheduled to be delivered.

Q: How many people can view the course?
A: As many people as you would like can participate in the course as long as it is on one terminal.

Q: How do I join a session?
A: When you receive a GoToTraining email, click the Registration URL to register for the session. You can then join the session at the scheduled time in any of the following ways:

  • Click the Join URL in your confirmation or reminder email, which you received when you successfully registered for the session.
  • Visit the “Join the Training” page. Type or copy and paste the Webinar ID from your invitation email and enter your email address. Then click Continue to enter the session.

Q: Do I need a GoToTraining account to attend a session?
A: No, you don’t need a GoToTraining account to attend a GoToTraining session.

Q: What are the system requirements for attending a session?

  • Internet connection
  • Windows® 8, 7, Vista, 2003 Server or XP
  • Mac OS® X 10.6 (Snow Leopard®) or newer
  • Internet Explorer® 7.0 or newer
  • Mozilla® Firefox® 4.0 or newer
  • Safari™ 3.0 or newer
  • Google Chrome™

Q: How do I hear the virtual course presentation?
A: You may use your computer speakers or you can use your speakerphone or computer/phone headset. Please note, long distance rates apply if you dial in on your phone.

Q: Can I view presentations in full-screen mode?
A: Yes. On the top of the Attendee Control Panel, select the View menu > Full Screen. Or, you can click the View button on the Grab Tab to toggle between Full Screen and Window mode.

Q: Can I attend a GoToTraining session from an iPad, iPhone, iPod touch or an Android smartphone or tablet?
A: No, GoToTraining is currently not supported on mobile devices.

Q: What is the best way to view it?
A: The best way to view the virtual course is on a computer monitor or projected on a larger screen.

Q: Are there handouts?
A: Yes. A link to download the handouts will be in your confirmation email and you can print them prior to the course presentation.

Q: What do I do if I need technical assistance?
A: You may call Citrix technical support at 1-800-263-6317 and select option #3 for GoToTraining. You may also find your answer by following this link:


Q: When and where are the courses held?
A: The courses are held at various locations across the United States.

Q: What time do the class sessions begin and end each day?
A: Class sessions vary based on course length, class size and room availability. Typical session times are:
Day One (Monday) 8:30 – 5:00
Day Two (Tuesday) 8:30 – 5:00
Day Three (Wednesday) 8:30 – 1:00

Q: I will be traveling from another city. Where should I stay?
A: There are several hotels near each course location. Contact the Institute (404-352-9291 or for a list of hotels.

Q: Are meals included in the fee?
A: Meals are not included in the fee. There are a variety of dining opportunities in and around the area.

Q: Is there a dress code?
A: Business casual is recommended.


Q: What types of questions are included in the Customer Care certification exam?
A: The exam consists of 75 multiple choice questions.

Q: How long will it take to complete the exam?
A: Plan to set aside 90 minutes to take the exam. You must submit your answers within 90 minutes of starting the exam.

Q: When will I take the exam?
A: After completing the course, you will be given a URL and password that will enable you to take the exam online.

Q: When does the exam need to be completed?
A: You may attempt the exam twice within 30 days of enrolling.

Q: Is the exam “open book”? Can we use our notes?
A: You may use the material included in Certification training and any notes you made during the course.

Q: What percentage of correct answers is required to pass the exam?
A: Passing requires 80% accuracy, which equals 60 correct answers for the 75 questions.

Q: How many attempts will I have to pass the exam?
A: You may attempt the exam two times. Your highest score will be used to determine whether you passed the exam.

Q: What if I do not achieve the 80% passing rate?
A: If your score falls below 80% in both of your first two attempts, you may retake the exam. The fee will be $49.00.

Q: What if I do not achieve the required 80% passing rate when I retake the exam?
A: You must enroll in the Customer Care Certification course or Online lessons before you can begin the exam process again.

Q: After I pass the exam, when will I receive my certificate?
A: The certificate will be emailed to you within 30 days after you pass the exam.