AI Learning Guide Issue - Servicenow Fundamentals LabX

[geniusaniru]

I had started Servicenow Fundamentals LabX course

this is the 3rd time i am facing the same issue with AI, i had deleted the records and created them again and completed the task, yet i receive the false response from AI, over 85% of the lab exercise is done and i have only 2 days left for the instance to be terminated

[BharatC]

Hello @geniusaniru 

Try these in order:
1. Confirm the record is actually saved, not just populated on the form
After selecting the Manufacturer value, click Update explicitly, then navigate away from the record and reopen it fresh. Sometimes the field displays correctly on an unsaved form but the underlying record never persisted the change.

2. Check for duplicate Manufacturer/Company records
Click the lookup (magnifying glass) on the Manufacturer field again — in some lab instances there are two "Infinity Products, Inc." records (one seeded by the lab, one created during a reset). If you link the wrong one, the validator won't recognize it even though the name matches.

3. Avoid deleting and recreating the CI record
If you delete and recreate the offering/CI record instead of editing the original, the Guided Simulation's validator may still be checking against the original record's sys_id, which no longer exists. Where possible, edit the original record rather than delete/recreate.

4. Hard refresh the instance tab
The AI Learning Guide panel can cache a stale snapshot of the record state. A full refresh of the ServiceNow tab (not just re-clicking Validate) before validating again often clears this.

5. If none of the above works, escalate to support
This is a known category of false-negative in the Guided Simulation AI validator, not a user error. If the field is genuinely correct and it still fails, contact ServiceNow University support directly (separate from the in-lab AI guide chat) with a screenshot showing the populated field. They can manually verify and mark the task complete, or extend your instance if you're close to expiry.

Hope this helps

If it has helped you please do mark it as helpful and accept the solution

Best Regards,

Bharat C

[Ehab Pilloor]

Hi @geniusaniru,

Try raising Now Learning Case via More > Help Center. They can help resolve it.

If this is a simulator based course in Now Learning, you can submit with 85% progress and have the course completed.

Please Accept this response as Solution if it assisted you with your question & Mark this response as Helpful.

Kind Regards,

Ehab Pilloor