To customize embedded help for your organization, you can edit a topic in the base system and save it as a copy.

Before you begin

Role required: embedded_help_admin or admin

About this task

In base system topics, the read-only ServiceNow Help check box is selected. When you create a copy, the ServiceNow Help check box is cleared, allowing you to modify the content.

When a user navigates to a UI page for which custom content exists, the custom content displays instead of the base system content.

Note: Embedded help records are also used to create content for the Help Center within a configurable workspace. For more information, see Create Help Center content for configurable workspaces.

Procedure

  1. Navigate to All > Embedded Help > Help Content.
  2. Open the embedded help topic to copy.
    You can also open an embedded help topic by selecting Edit Help Article from the menu in the embedded help pane.
  3. Update the fields as appropriate.
  4. In the Content field, update the text using the HTML formatting tools as needed.
    If you add a link, enter the full URL to the web page. A good practice is to select New window (_blank) as the Target.
    Note: Do not add images in an embedded help topic. Images are removed from the content section when the record is saved.

    To add an embedded video, see Embed video content in help topics.

  5. (Optional) To add another line below tables, videos, or related links, click the newline icon ().
  6. Click Copy in the form header.
    The edited topic is saved and the list redisplays. The ServiceNow Help check box is cleared in the saved topic.