By default, the help link available in the product opens the welcome page of the help
system, allowing you to enter search criteria for the information you want to find.
The ServiceNow system provides several
preconfigured help contexts connected to this link that display the exact information you need
for the current list, form, or record. You can define your own help topics and configure them
to appear when you click the help icon in a ServiceNow record.
Users click the help icon to open the default help pages provided in the base system. For any
page that does not have context-sensitive help defined, the instance displays the help system
welcome page. Users can use the search feature or the index to find the correct help
Alternatively, administrators can create custom context-sensitive help to suit the needs of
their organizations. Create a help context that links the help icon to a topic describing a
list, form, or specific record. You may initially want to set a base URL to direct to a help
system other than the default ServiceNow help system.