When a student is fully assessed, Salesforce will automatically send them their certificate (or appropriate communication based on their assessment). However, if no email address has been defined for a student, Salesforce will not be able to deliver this. 

There isn't much Salesforce can do in this instance, besides alert you when it happens. It does this by automatically creating a Salesforce Case. This makes it easy to track when this may have occurred and ensure that the issue is resolved. 

The Case record is stored against the Student, Attendee and Course records in Salesforce, making it very easy to find and access all the required information. Below shows a Case linked to an Attendee record. 

You can click on the Case Number to open the Case up. It will look something like the image below. Note the links to the Course, Attendee and Student.

The Case can be assigned amongst the Customer Service team as required. Take a look here for a guide on how to manage Salesforce Cases - Managing a Salesforce Case.

To resolve the Case, you need to track down the student and discuss how they would like to receive their certificate. It may be you just need to update their email address.

You can find your Student record by clicking on the link under 'Contact Name' on your Salesforce Case (see the screen shot above). 

Once you have opened up your Student you will see all their current Contact details. Maybe they have a phone number you can ring to discuss how they would like to receive their certificate?

If you track down the student's email address, you need to add it to their contact record. Simply hover over the 'Email Address' field, select the little pencil icon that appears to the right of the field, update and select 'Save'.

Once you have updated the student's email address, you need to make sure they get their certificate. To do this, you first need to navigate to the Attendee record. 

One great way to do this is to use the link in the original Case (as shown above). 

Another way, is to navigate to the 'Related' tab on your Student record and review the 'Courses Attended' list. This will show you all the Courses that Student has attended or is due to attend. These are in date order and it should be easy to find the Attendee record you are looking for. Simply click on the 'A-00000' number to open the record up.

Once you have opened up your Attendee record you can send the certificate. The best way to do this to use the 'Send Certificate' button on the top right of your screen. 

Once you have selected 'Send Certificate' you will be presented with the screen shown in the screen shot below. You should select 'Email to Student' option and press 'Run'. This will create the Student's certificate and deliver it to the email address you defined on their Student record.

You can see that the email has been delivered by reviewing the 'Activity' section on your Attendee record. If you check the 'Notes and Attachments' list under the 'Related' tab you will also see a copy of the certificate sent to the Student.

The last step is to close the original Salesforce Case. 

It is easy to access the Case from your Attendee record (you should be on the Attendee record already after just sending them through their certificate). Simply select the 'Related' tab, navigate to the 'Cases' list and click on the Case Number to open it up.

Once you have opened the Case record, hover over the 'Status' field and select the little pencil arrow that appears on the right hand side of the field. Then change the status to 'Closed' and press 'Save'.