Collaborative documentation using CWM

  • Release version: Xanadu
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Collaborative documentation using CWM

    Collaborative Work Management (CWM) enables ServiceNow customers to efficiently create, manage, and collaborate on various types of documentation such as meeting notes, project requirements, and technical specifications using rich text Docs. Documentation is organized within Spaces, allowing multiple Docs and unlimited pages per Doc to structure information effectively.

    Show full answer Show less

    Key Features

    • Auto-save and Real-time Collaboration: Docs automatically save content and support multiple concurrent editors with colored cursors to track live user presence, which can be toggled on or off. Note that performance may be affected with many simultaneous editors.
    • Rich Text Editing and Formatting: Use advanced paragraph formatting (headings, lists, alignment), block-level editing to reorder content, inline tagging of team members, and inserting tables or images (via uploads or URLs).
    • Integration and Referencing: Link to other ServiceNow AI Platform tables to connect work across teams, enhancing collaboration and traceability.
    • Templates and Content Management: Create and apply document templates, duplicate Docs and pages to save effort, and organize content with pages and subpages.
    • Content Sharing: Copy and paste content between Doc pages, and email Doc content to team members and external stakeholders directly from CWM.
    • Export Capability: Export Docs as PDF files for offline use and sharing beyond the Collaborative Work Management workspace.
    • Now Assist for CWM Integration: Utilize AI-powered features to summarize, elaborate, or shorten selected or entire Doc content. Generate tasks directly from Doc context and add them to Boards in CWM to streamline task management.

    Practical Benefits for ServiceNow Customers

    This functionality empowers teams to maintain well-organized, easily accessible documentation within their collaborative workspace, improving transparency and productivity. Real-time editing reduces delays in content updates, while AI-assisted summarization and task generation enhance efficiency by automating routine documentation tasks. Export and sharing options support communication with stakeholders outside the platform, making CWM Docs a versatile tool for enterprise collaboration.

    Manage all kinds of documentation for work such as meeting notes, project requirements, or technical specifications using rich text Docs with real-time collaboration.

    Docs can be created within a Space, and organized into folders. Within a Space, you can create multiple Docs and within each Doc, you can create unlimited pages to help you effectively organize your information.

    Docs features

    The following are the key features of Docs:
    • Auto-save content.
    • See who is viewing or working on a Doc using the feature of live user presence.
    • Get notified when someone @-mentions you in a Doc.
    • Create and apply templates for documents.
    • Use rich text paragraph formatting, which includes headings, lists, alignment, and others.
    • Move text blocks to change their placement using block-level editing.
    • Tag team members inline or insert tables using the / command.
    • Add reference to other ServiceNow AI Platform tables to connect work across teams.
    • Insert images by uploading files or using web URLs.
      Note:
      The experience of inserting Google Images links might not work.
    • Copy and paste the content such as text, images, lists, and tables from one Doc page to another.
    • Email the Docs page content to your team members and stakeholders within and outside the CWM workspace.

    Real-time collaboration within CWM Docs

    With the feature of real-time collaboration, edit a Doc page concurrently with multiple other editors. Colored cursors denote the current location of each editor on the page. You can choose to show or hide these live presence indicators based on your preference while working on or reviewing the content of the page.
    Doc real-time collaboration.
    Note:
    Application performance may degrade with a large number of concurrent editors.

    Summarize Docs content using Now Assist for CWM

    Use Now Assist capabilities to elaborate, shorten, and summarize selected content in Docs, or to get a summary of the whole document.
    • Summarize, elaborate, or shorten selected text.
    • Summarize the entire content on the page.

      Summarize page content with Now Assist for CWM.

    Note:
    • Docs summarization in Collaborative Work Management is a Now Assist for CWM skill. For more information, see Configure Now Assist for Collaborative Work Management (CWM)
    • If there is more content to summarize, you can exclude some content and retry.
    • The summary is AI generated. So, it's recommended to review the text to ensure its accuracy.

    Generate tasks from Docs and add them to Board using Now Assist for CWM

    Use the generative AI capabilities of Now Assist to create tasks from the context of your Docs and help you add them to the required Board in CWM workspace.
    Note:
    Tasks generation is a is a Now Assist for CWM skill. For more information, see Configure Now Assist for Collaborative Work Management (CWM)

    Automatic task generation from CWM Docs using Now Assist for CWM.