Domain separation and Embedded Help

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Domain Separation and Embedded Help

    Domain separation allows for the organization of data, processes, and administrative tasks into defined domains, enhancing security and management. Embedded Help utilizes this feature to provide tailored help content for each domain, enabling users to access both system-wide help topics and custom help designed for their specific needs.

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    Key Features

    • Data Control: Domain separation restricts user access to data, ensuring users can only see information relevant to their domain.
    • Custom Help Content: Administrators can create and associate help topics with specific domains using the Help Content form, allowing for targeted support.
    • Global Domain Access: Users without domain-specific help will default to global help content, while users in specific domains will see tailored content.
    • Testing Domain-Specific Help: Administrators can impersonate users within a domain to test domain-specific help content.

    Key Outcomes

    By implementing domain separation in Embedded Help, organizations can enhance user experience with customized assistance while maintaining data security. This setup ensures that users receive relevant help based on their domain, promoting efficient problem resolution and streamlined support processes.

    Domain separation is supported for Embedded Help. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    Overview

    The goal of Embedded Helpis to enable your users to benefit from base system help topics, as well as to create your own custom help topics. If your organization uses domain separation, you can create custom embedded help for each domain.

    How domain separation works in Embedded Help

    If your organization uses domain separation, you can create custom embedded help for each domain. To associate help content with a domain, the administrator configures the Help Content form to include the Domain field. When custom content is created, the author selects the domain to which the content applies.

    Note:
    • Content with no specified domain is in the global domain.
    • If domain-specific content does not exist for a user in a domain, the user sees the global help content.
    • Users in the global domain only see global help content. An administrator who wants to test domain-specific help must impersonate a user in that domain.