Please ask the user for the name of the course and check the user's transcript to verify that the course is showing as Complete before sending the SR with the steps to locate the Certificate (known as Record of Completion). 

If the course is not showing as completed, let the user know and proceed with troubleshooting.

Here is how you can access your certificates of completion:

1. Click on the 'MY TRAINING' tab.
2. Locate the course you completed.
3. Click on the certificate icon located on the same line as the completed course title (to the left of the launch button).