Need Help Regarding ServiceNow CSA Exam Termination & Support Escalation

[nikita23bco]

Need Help – ServiceNow CSA Exam Termination, No Response from Support

Hello everyone,

I am posting here because I am struggling to get assistance regarding my ServiceNow CSA exam issue and would appreciate any guidance from the community.

I had my ServiceNow CSA exam scheduled through Pearson VUE. Before the exam began, I successfully completed all system checks, identity verification, and proctoring requirements without any issues.

However, shortly after the exam started, I noticed that the camera preview/chat interface that is normally visible during an OnVUE exam was not functioning properly on my screen. The camera preview was blank, so I could not see what was being captured or shown to the proctor.

Within about a minute of the exam starting, a proctor contacted me and asked me to show my room and surroundings. I fully cooperated and attempted to follow every instruction. The proctor repeatedly asked me to show different corners of my room and bed. Because I could not see the camera preview, I had difficulty determining whether I was showing the requested areas correctly.

During this interaction, I repeatedly tried to explain that my camera preview was not visible and that I was experiencing a technical issue. Despite explaining this, the proctor continued asking for the same room scan and eventually warned that the exam would be terminated if I did not comply exactly as requested.

I continued trying to follow the instructions, but the exam was ultimately terminated.

Afterward, I contacted Pearson VUE and explained the situation. I specifically mentioned that any movement away from my normal seated position occurred only because I was attempting to comply with the proctor's instructions during the room scan. Pearson VUE later responded that the reason for the termination was that I was allegedly "leaning offscreen." I respectfully disagree with this conclusion because the only time I moved away from my normal position was when I was asked by the proctor to show the room.

I requested clarification and evidence regarding this determination, but Pearson VUE informed me that their review had been completed and that the decision would not be reconsidered. I was advised to contact ServiceNow as the exam sponsor.

I subsequently opened a ServiceNow support case and sent follow-up communications, but I have not received a response for several days. I have also emailed the available certification support channels but have not received any update.

At this point, I am simply looking for guidance:

• Has anyone faced a similar situation?

• Is there any direct contact for ServiceNow Certification Support beyond the case system?

• Is there any escalation path available when a certification-related case remains unanswered?

I am not looking to argue with anyone or assign blame. I am simply trying to get my case reviewed and understand what options may still be available.

Any help or guidance would be greatly appreciated.

Thank you.

[Dr Atul G- LNG]

Hi @nikita23bco 

Only way is log a now learning case.

[Tanushree Maiti · Accepted solution]

Hi @nikita23bco 

Don't worry.

Raise a case to Now Learning support  mentioning your issue with screen shot within ServiceNow University.

https://learning.servicenow.com/lxp/en/pages/now-learning-help-center?id=nl_kb_home

Follow up with them .

Separately log a ticket with Pearson Vue as well.