Frequently Asked Questions
Q: Are adoption cases included in the cases that are removed from Production Simulation?
A: The only cases being removed from Production Simulation are cases falling under Sealed and Sensitive.
Q: We provided Train-the-Trainer (TTT) names, however others not listed as TTT received meeting invites caused confusion. Why did staff who were not part of the TTT names receive the TTT kickoff meeting?
A: Due to the timeframe in which users needed to be added to CARES 104, some of the lists that included TTT participants may have also included previously identified super users.
Q: When do counties need to start submitting tickets to ServiceNow? And how long will office hours be used for questions/issue logging?
A: Counties can begin submitting ServiceNow tickets as soon as they are comfortable doing so. At this time, office hours end dates have not been finalized.
Q: When will the Academies get access to the training environment and enablement for Train-the-Trainer (TTT)? I have yet to receive any email information about this.
A: At this time, academies have been added to the queue for access to CARES 104. The Project is working on granting users from the academies access and should be done soon.
Q: For Instructor-Led Training (ILT), when will the enablement programs be ready statewide, including all 58 counties?
A: Most enablement programs will be available for anyone who has access to an environment on August 3, 2026.
Q: Will there be training on how to execute conversion validation and log issues?
A: There is no formal training on how users are expected to validate converted records in Production Simulation. However, users will be trained how to submit and log issues.
Q: How are county users going to receive communication about reported defects and fixes?
A: The Project teams are working on a Known Issues log where these issues can be kept visible. As part of the forthcoming communication, the Project will provide a list of issues that are outstanding and when a fix can be expected. Items will be regularly added to this list and shared consistently with counties.
Q: How long will the Production Simulation Office Hours structure exist for counties? When is the Tier 1 structure going to be enforced?
A: At this time, Office Hours are planned to be held for the total duration of Production Simulation. Additionally, Tier 1 support is expected when counties feel comfortable providing that support on their own. Some counties are already operating as Tier 1 support.
Q: Will there be videos for the On Demand trainings or will it solely be step by step instructions?
A: There will be a recording on how to navigate enablement and that will be shared out. For the On Demand Trainings, there will be a recording that covers how to navigate enablement, which will be shared by the Project once it's available.
Q: How long does created data last within the CARES104 Training Environment?
A: There are currently no plans to remove created data in the training environment.