Domain separation and Embedded Help
Summarize
Summary of Domain separation and Embedded Help
Embedded Help in ServiceNow allows users to access both base system help topics and custom help content tailored to their organization's needs. When domain separation is enabled, Embedded Help supports creating and managing custom help content specific to each domain, ensuring relevant guidance is provided across multiple logical groupings within the instance.
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How Domain Separation Works in Embedded Help
- Administrators can configure the Help Content form to include a Domain field, enabling help content to be associated with specific domains.
- Authors select the appropriate domain when creating custom help topics, ensuring content is relevant to that domain's users.
- Help content without a specified domain is considered global and is visible to users in all domains if domain-specific content is not available.
- Users within a domain see domain-specific help content if it exists; otherwise, they see the global help content.
- Users in the global domain see only global help content.
- Administrators can impersonate users in a particular domain to test how domain-specific help content appears.
Key Features
- Support for domain separation at runtime, covering user interface, cache keys, reporting, rollups, and aggregations.
- Enables separation of data, processes, and administrative tasks into logical domains, with control over user access and visibility.
- Supports service provider scenarios where multiple tenants access shared services, with appropriate help content visibility aligned to domains.
Practical Benefits for ServiceNow Customers
- Ensures users receive relevant embedded help tailored to their domain, improving user experience and reducing confusion.
- Supports multi-tenant environments by allowing distinct help content per tenant/domain while providing fallback global content.
- Enables administrators to manage and test domain-specific help content efficiently by impersonating domain users.
- Helps maintain clear data and content separation aligned with organizational or service provider requirements.
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.
- 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.