Credence Letters - FAQ

Query: How do I raise a credence request on AST?

Response: Click as follows:
https://ast.accenture.com>New Request -> Credence Request -> Under Employee Inputs section: Select the
category as General or Special – Respective Credence type category from the dropdown. Proof of
Residence (or) Employment Certificate (or) Residence and Employment --- <select a purpose from the drop
down featured in the next section>.

Query: When will I need a “Proof of Residence” or “Proof of Employment” or “Proof of Employment and
Residence”?
Response: This is dictated by the requestor, say, the utility company or the broadband company. If the
requestor needs a letter from us that shows your current address, select “Proof of Residence”; if the
requestor needs a letter to show that you are employed with Accenture, select “Proof of Employment”. You
will notice that the purposes for the drop downs in both categories of requests are mostly the same.

Query: How long does it take for a letter to reach the employee?
Response: If it is a General request then you can print the letter immediately from the AST tool by
following these steps:

 Login to the AST tool - https://ast.accenture.com

 Click on Request Status
 Credential Request
 Approved Tab
 Click on your Ticket Number
 Preview and Print – you can print your letter

If your request is Special post approvals from the concerned stakeholders on AST tool post which the letter
is processed. Special Credence Letters are available in Soft Copy and Hard Copy.
You will get an option to select either or both, depending on applicability. Some letters may not be
available in soft copy as the formats need to be designed by the ESL Team.

Soft Copy of letter is immediately made available for Print in the “Approved Tab” post approval by
Supervisor & HR Rep. This letter is available with on Accenture Letterhead.

 Login to the AST tool - https://ast.accenture.com

 Click on Request Status
 Credential Request
 Approved Tab
 Click on your Ticket Number
 Click on Download the Letter

Hard Copy of the Special Credence requests once approved by the HR Rep and Supervisor before 10am on
working day, will be processed on the same day. Once the letter is dispatched it will reach the location
facility mail room as updated on the ticket by you, within 2 working days.
Query: I raised a request in Proof of Employment for address proof, but my letter does not have my
address mentioned…
Response: For residence address details, please raise a “Proof of Residence” request. “Proof of
Employment” requests will not feature residence details.

Query: I had raised a General request & my request is closed, but I haven’t yet received the letter.
Response: If the letter is not printed within 5 days from the date requested then AST will automatically
close the ticket. Hence please raise a fresh ticket & then follow the below mentioned steps to print it.

 Login to the AST tool - https://ast.accenture.com

 Click on Request Status
 Credential Request
 Approved Tab
 Click on your Ticket Number
 Preview and Print – you can print your letter

Query: I raised 2 requests for the same purpose but I received only one request
Response: Only one letter can be issued towards the same purpose in one day. The second request may be
raised on the next day.

Query: I am out of India and my request is approved; kindly send the letter to the mentioned address.
Response: We do not courier letters to out-of-India locations, even if it is an Accenture facility. You can
arrange for someone to collect it on your behalf and have that person courier it you or to your family. We
cannot, however, assume responsibility beyond delivery to the Mail Room in your India location.

Query: My Address in AST shows incorrect/ not updated?

Response: This may have happened because your address details have not been updated in AST. Please
update these details on priority and raise a fresh request in My Request. Please note that changes
normally take 3 – 5 working days to get updated in AST.

Query: My work Facility in AST shows Bangalore, however I am currently in Delhi?

Response: Please raise a request on Myrequest tool for the same.

Query: I want a letter on my family member’s name…

Response: We do not issue any letter on any other name than that of the requesting employee. Letters on
Accenture Letterheads are issued only for employees of Accenture.

Query: Can someone raise a request on behalf of me?

Response: No. The letter will be issued in the name of the requesting employee only. You would need to
login to AST and raise the request in your name to have the letter issued in your name.

Query: My friend who is an ex-employee has asked for a proof of employment; can I raise a request on
his/ her behalf?
Response: No. This will require approvals at higher levels than normal. Please ask the ex-employee to get
in touch with the person who was his/ her HR Rep when he/ she was last employed with Accenture. Or he
can drop a mail to India.HRSS.ESL@accenture.com.
Also we issue letters to ex-employees only for the below purposes – Green card, Citizenship & Immigration,
Higher Education, US work Permit.

Query: I want my compensation details to be mentioned on the letter…

Response: Compensation details are considered highly sensitive information and cannot be mentioned on
the letter.

Query: I need my performance details to be mentioned in the letter.

Response: We do not issue letters on Accenture Letterhead with performance details of the employee.

Query: I need a few extra details to be mentioned on the format of the letter…
Response: We do not entertain requests for changes to the general format because the changes
themselves may violate Accenture Policies.

Query: I want my role/ title to be mentioned in the general letter

Response: Project titles and other roles as such cannot be mentioned in the letter. Only your designation
as per our records may be mentioned in the letter.

Query: My request has been rejected; what could be the reasons?

Response: Please login to AST and view the ‘Reject’ comments against your ticket #.

Query: How do I check my request status?

Response: Log in to AST; on the main page, click on “Request Status”, then on “Credence Request Status”
and click on the ticket # or #s to see the status.

Query: Please mention my Passport number on the letter.

Response: The passport number cannot be mentioned on the letter

Query: Please issue a recommendation letter mentioning the roles and responsibilities for the purpose of
joining a company.
Response: We do not issue such letters.

Query: I need a certificate of conduct…

Response: We do not issue such letters.
Query: I need a letter with a manual signature.
Response: We do issue letter with a manual signature only for the purpose of Passport & Police
verification.

Query: I changed my address but my letter reflects my old address –

Response: It takes 3-5 working days for the updated address to reflect in AST post updating in MY
Request. For further queries please get in touch with India.ASTHelpdesk

Query: I can’t log in to the AST tool

Response: Please get in touch with India.ASTHelpdesk

Query: If I have specific question on my letter, who do I speak to?

Response: Please write your queries to India.HRSS.ESL@accenture.com.
Please attach a screenshot of all the below details when writing for any queries.
 Request Number
 Purpose of the request
 Category of the request

Query: How do I view the status of my credence request?

Response: If HR & supervisor has approved the request and Credence team has processed the request then
status will be available in the below path-
 Login to the AST tool - https://ast.accenture.com
 Click on Request Status
 Credential Request
 Approved Tab
 Enter Ticket Number
 Click on your Ticket Number
 Preview and Print – you can print your letter

Query: I need some change in the Special Credence Letter template, how do I request for a new letter?
Response: You can mail your requirement to India.HRSS.ESL@accenture.com.

Query: Why am I unable to preview some of the Credence Letters?

Response: If the letters content is dynamic in nature then preview will not be available. Please refer to the
list embedded in the end of this document. You can also write to India.HRSS.ESL@accenture.com. in case of
any other issues.

Query: How do I get a soft copy of the Special Credence Letter?

Response: You need to select ‘Soft Copy’ option under Letter Format, click on ‘preview’ to see the letter
format and then submit the request.
Query: I missed requesting for a soft copy of the Special Credence Letter, while raising the ticket. How do I
get now?
Response: If the type of letter is in scope for a soft copy, you can request the ESL Team to share the same
within 5 working days from the date of approval by the People Advisor & Supervisor. Otherwise you can
raise another ticket and request for Soft copy only.

Query: How do I get a hard copy of the Special Credence Letter?

Response: You need to select ‘Hard Copy’ option under Letter Format, click on ‘preview’ to see the letter
format and then submit the request. Please ensure that you are selecting the correct facility where the
letter needs to be delivered to you.

Query: I have selected incorrect facility while raising the ticket, how do I change the facility details now?
Response: The letter will be dispatched for the stated location in the ticket, post the approval from the
Supervisor & HR Rep. Please ensure that you immediately write to India.HRSS.ESL@accenture.com. for
support.

Do ensure that you validate the content, preferred letter type & facility (in case of Hard copy) thoroughly
before you submit the ticket.

Query: How do I preview Special Credence Letters?

Response: New Request -> Credence Request -> Under Employee Inputs section: Select the category as
Special – Respective Credence type category from the dropdown -> select a purpose from the drop down
featured in the next section -> Select Letter Format – Soft Copy (or) Hard Copy -> click on Preview to view
letter format.

Note-
1) Preview functionality is not available for all types of credence letters. Please refer to the
attachment embedded below for more information.
2) The Preview is only sample letter format, displayed to you for purpose of validation of content
requested. You will not be allowed to take screenshot or print of the same!
3) Preview of letter is a mandatory action for you to submit the ticket.
4) Once the ticket is submitted, no changes will be entertained!

Query: I have submitted the Special Credence request, but now I need to modify content. How do I
proceed?
Response: You can mail your requirement to India.HRSS.ESL@accenture.com.

Query: On the Special Credence Request Page, Submit ticket button is disabled for me. What do I do?
Response: Select and fill all the mandatory fields, then check ( ) the “Proceed to Submit” checkbox to
submit the request.

Query: What is the role of Supervisor & PA in the Special Credence letter request approval process?
Response: The HR and the supervisor need to validate all the details provided by the employee in the
request.

Query: I have received the General/Special Credence Letter, but this format is not the same as requested
by me. How do I request for the change in format/content?
Response: You can mail your requirement to India.HRSS.ESL@accenture.com.

Query: What are the types of Credence Letters available on AST?

Response: Employment proof, Residence proof letter and Employment & Residence proof

Query: For special credence letters, I am unable to select the Preferred Format as Soft copy. How do I
proceed?
Response: Some special credence letters may not be available in soft copy as the formats are dynamic in
nature. You can specify your requirements in the comment box and the hard copy of the letter will be
provided by the team after validating the requirement.

Query: For special credence letters, I am unable to select the Facility. How do I proceed?
Response: You will be able to select facility only for the letter format ‘Hard copy’ and the ‘Both’ option.
If the letter format dropdown selected is ‘Soft Copy’, then Facility dropdown will be disabled.

Query: For special credence letters, why do I need to select the Facility?
Response: ESL Team sends the hard copy of the letter by courier to the facility chosen by employee in
request.

Query: If I want residence proof letter for a purpose that is not mentioned in the drop down then what
should I do?
Response: Residence proof with mention of specific reason will be issued only for passport, visa and police
verification purpose. For any other purpose you can select ‘Produce Proof of Residence’ for which you will
get a generic residence proof letter.