The system user guide enables you to create end user help documentation that is specific
to the policies and procedures of your organization. A default help page is provided in the base
system that displays UI16 help documents for system navigation and other basic
The user guide provides the tools for designing help portal pages containing feature-specific
help documents. You can create custom help pages and deploy them in various ways using controls
in the system. User guide documents are grouped in relevant sections on a help page, using a
two-column format. You can display the sections and the documents within them in any order. You
can display a section on more than one help page. The user guide is supported in UI16, UI15, and
A default help page is provided in the base system that displays help documents for system
navigation and other basic operations. This page is accessible from the help icon in the header
bar for UI16 users. To make this page available to users of other supported UI versions, you must
create a programmatic entry point.
Note: The default help page can be used as a template for your own help content. To personalize
pages, sections, or documents in the User Guide, simply edit the ServiceNow® records to suit your needs.
Remember that any records you customize are not updated when you upgrade your instance to a new
version. Review any changes on a development system first and then decide whether to accept the
updated content into your customized User Guide.