Domain separation and Embedded Help

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Domain separation and Embedded Help

    Embedded Help in ServiceNow allows users to access both base system help topics and custom help topics tailored to their organization’s needs. When domain separation is enabled, organizations can create and manage custom embedded help content specific to each domain, ensuring relevant assistance is provided to users within their respective domains.

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    How Domain Separation Works in Embedded Help

    • Administrators configure the Help Content form to include a Domain field, enabling the association of help content with specific domains.
    • Content authors select the appropriate domain when creating custom help topics.
    • If domain-specific help content is unavailable for a user, that user sees the global help content instead.
    • Users assigned to the global domain see only global help content.
    • Administrators can test domain-specific help by impersonating users within the target domain.

    Key Features

    • Supports separation of data, processes, and administrative tasks into logical domains.
    • Ensures that help content is properly segmented and delivered according to domain rules.
    • Includes separation at runtime affecting user interface, cache keys, reporting, rollups, and aggregations.
    • Designed to support service provider scenarios where multiple tenants share an instance but require domain-specific views and interactions.

    Practical Benefits for ServiceNow Customers

    • Enables clear and relevant help content delivery tailored to each domain, improving user experience and reducing confusion.
    • Supports multi-tenant service provider environments by maintaining appropriate data and help content separation.
    • Allows administrators to manage and test domain-specific help content effectively.
    • Helps ensure that users only see information pertinent to their domain, maintaining privacy and operational boundaries.

    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.