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.

[nikita23bco]

Hello mam!

Thanks for your reply.

Actually I tried with Pearson Vue and they have closed the case from their end.

Even after explaining my issue, and requesting for an official review, their decision didn’t change.

Also I’ve created the case twice on ServiceNow, but no response has been given.

 I’ve also mailed all the possible mails but no response has been given.

It was totally a technical issue but the decision that has been made by Pearson Vue is quite disappointing.