Create Help Center content for configurable workspaces

Create Help Center content to provide your users with helpful information about the page that they are working on within a configurable workspace.

Before you begin

Create or edit an embedded help record prior to creating a guidance record by following the steps in Add custom Embedded Help content to create new content or Add custom Embedded Help from a copy to modify existing content.

Role required: admin

About this task

To create Help Center content, you will create or modify two record types: guidance records and embedded help records. The guidance record enables your content, which is in an embedded help record, to display in the Help Center. This procedure explains how to enable displaying existing embedded help content in the Help Center.

Procedure

1. Navigate to the configurable workspace page for which you are creating Help Center guidance.
2. Copy or otherwise take note of the page URL, such as <instance name>.service-now.com/now/sow/home.
3. Select the Show help icon () in the Unified Navigation menu to expand the Help Center.
4. Scroll to the bottom of the Help Center and select Add New Content.
   A new tab with the Guidance form displays.
5. Fill in the fields on the Guidance form.

   Table 1. Guidance form

   Field	Description
   Name	The title of your guidance, which displays in the Help Center.
   Type	Select Embedded Help.
   Roles	The user roles required to see your guidance. Note: Help content that is only relevant to your chosen role is supported. For example, users with the ITIL role will only see help created for the ITIL role, previously all help was displayed for all roles.
   Application route	Part of the URL for the workspace page that you're targeting, in the format now/<yourpagename>. Refer to the URL you noted earlier and enter this portion of the URL, for example now/sow. See the examples following these steps for more information on identifying the application route from the URL. To target all workspace pages use sn_allfor the application route and context fields.
   Embedded help content	The content of your guidance, which is displayed to users in the Help Center. Select an existing embedded help record, or create a new embedded help record as described in Add custom Embedded Help content.
   Context	A value found in the URL of the workspace page you're targeting that immediately follows the Application Route. For example, in now/sow/home, the context is home. Refer to the URL you noted earlier and provide only the word immediately following the value entered in the Application Route field. Values depend on the workspace and may also include list and record. See the examples following these steps for more information on identifying the context from the URL. To target help content on all pages in a particular workspace use the appropriate workspace application route, and enter sn_all for the context field.
   Description	The description of your guidance, which displays in the Help Center as a short description below the title provided in the Name field.
   Route parameters	An advanced configuration to display guidance only when users view specific lists or record types within your workspace. To provide guidance when a user is viewing a specific list, review the URL you noted earlier and look for the list id number, such as list-id/d03d64feebd1301080de83402a5228f1. Then, enter route parameters in the following format: {"params":{"listId":"d03d64feebd1301080de83402a5228f1"}}. To provide guidance when a user is viewing a specific record type, review the URL you noted earlier and look for the record name, such as record/problem. Then, enter route parameters in the following format: {"params":{"table":"problem"}}. To provide guidance when a user is viewing a related record (a record accessed from within another record), look for the second record name in the URL, such as sub/record/incident. Then, enter route parameters in the following format: {"params":{"table":"incident"}}. See the examples following these steps for more information on identifying route parameters from the URL.
   Application	The scope of your application.
   Status	The status of your guidance. Select Published when the guidance is ready to display in the Help Center.
   Active	Indicates that the guidance is active. Ensure this is checked when the guidance is published.
   ServiceNow created	Indicates that the guidance was created by ServiceNow. Reserved for ServiceNow use only.
   Version	The current family release version for your guidance.

6. Select Submit.

Creating guidance for a list in a configurable workspace

To provide guidance when a user is viewing a specific list, review the URL and look for the list id number, such as list-id/7ae4da1ec3013010965e070e9140dd66. Then, enter route parameters in the following format: {"params":{"listId":"7ae4da1ec3013010965e070e9140dd66"}}.

Figure 1. Route parameters for list

Creating guidance for a record in a configurable workspace

To provide guidance when a user is viewing a specific record type, review the URL and look for the record name, such as record/problem. Then, enter route parameters in the following format: {"params":{"table":"problem"}}.

Figure 2. Route parameters record type

Creating guidance for a related record in a configurable workspace

To provide guidance when a user is viewing a related record (a record accessed from within another record), look for the second record name in the URL, such as sub/record/incident. Then, enter route parameters in the following format: {"params":{"table":"incident"}}.

Figure 3. Route parameters related record