What is a SimuLab?

SimuLabs are immersive, scenario-based learning experiences that combine technical problem-solving with real-world communication practice. Unlike standard labs, where a learner follows guided steps in a controlled environment, a SimuLab places you in an active role: you receive a task with incomplete information, interact with an AI-powered character to gather context, and work toward a resolution—just as you would on the job.

How it works

When you start a SimuLab, you'll find one or more support tickets assigned to you. Each ticket represents a real-world problem waiting to be solved.

The ticket workflow has three states: To Do → In Progress → Done (final).

• You can work on multiple tickets at the same time.
• When you mark a ticket as Done, the system automatically runs validation checks (VCFs) to verify your technical fix is correct.
• If a validation returns an error, the ticket moves back to In Progress so you can correct your work.
• Once a ticket is marked as Resolved, that state is final—it cannot be reopened.

Chatting with the AI character

Each ticket has a live chat with an AI-powered customer character. The character knows the situation but won't guide you toward the answer—it's up to you to ask the right questions to uncover what went wrong.

A few things to keep in mind:

• The chat is only active while the ticket is In Progress.
• Once the ticket is resolved, the chat becomes read-only.
• You can navigate between the ticket list and the chat window at any time—the ticket details remain visible as a panel inside the chat view.

Submitting your session

When you're ready to wrap up, click Submit. A confirmation prompt will appear before anything is locked. Once submitted, all session data is saved, and your results become available on the Results page.

You can attempt a SimuLab as many times as you like.

What you'll see in your results

After submitting, your Results page shows:

• Which tickets you passed and how many you submitted
• Time spent in the session
• Your success score
• Full chat history (so you can review your conversation)
• A Restart button if you want to try again

Note: If you're completing a SimuLab as part of an institutional program, your results view may show a simplified summary. Detailed validation data and chat history are available to your instructors via the admin dashboard.

Tips for a strong performance

SimuLab assess both your technical accuracy and the quality of your communication. Here's what tends to matter:

• Ask specific questions. Vague questions get vague answers. The more precise your inquiry, the more useful information you'll extract.
• Follow a logical sequence. Establish what happened before jumping to a fix. Check inputs before outputs.
• Don't rush to resolve. Marking a ticket Done triggers automatic validation. Make sure your fix is in place first.