Let’s be honest — nobody wakes up excited to read documentation.
You’ve been there. You’re configuring a tricky workflow, testing an API, troubleshooting a weird corner case. And instead of finding the answer fast, you’re 12 tabs deep, elbows in a PDF appendix, hoping for a miracle.
That’s not how it should be. Especially in today’s PAM world — hybrid environments, faster cycles, more moving parts, integration challenges and a lot more pressure to “get it right, now.”
The reality is this: documentation can’t be an afterthought anymore. It needs to be smart. It needs to be contextual. It needs to show up where you need it — and better yet, learn from how you use it.
That’s exactly what we’re building across the One Identity Fabric.
Why now?
The way people interact with technology has changed. Expectations are higher. If I can ask my phone a question and get a useful answer in seconds, why should it take 30 minutes to figure out a PAM policy or an integration setting?
And the environments we all support today?
- Hybrid-first
- SaaS-heavy
- Increasing Zero Trust focus
- Tons of non-human identities in play
That means the old model of “here’s the manual, good luck” isn’t cutting it. You need just-in-time access to information, just like we deliver just-in-time access to systems.
Our customers have told us loud and clear:
- Make it easier to find answers
- Make guidance relevant to what I’m doing, not just a wall of text
- Don’t make me jump across tools and portals to figure things out
We hear you.
How we’re tackling it — and why we’re positioned to win here
Here’s the advantage we have: the One Identity Fabric wasn’t bolted together from a bunch of legacy parts. It was built with AI in mind — not just for threat detection, but for making the whole experience smarter, including documentation.
That means we can do things that some of our competitors (still wrestling with acquisitions and fragmented stacks) just can’t.
Here’s what that looks like:
- AI-assisted search that understands what you’re really asking — not just what keywords you typed. If you ask “How do I set up temporary access for DBAs?”, it knows where to take you.
- Unified knowledge across PAM, IGA, Access Management, and AD Management — so you’re not finding five conflicting answers.
- In-product help — because flipping between tabs to read a static doc is so last decade.
And because we use agile, iterative methods (yes, that’s in our roadmap too), this whole experience will keep improving — based on real-world feedback.
What’s already live — and what’s coming next
We’re not just talking theory here — the first wave is already out:
- AI-assisted search across our documentation portal
- Embedded help where it matters most in our products
- Cross-product knowledge integration — Fabric-wide
But we’re not stopping there. On the near-term roadmap:
- AI-driven assistants to help with deployment, configuration and troubleshooting — right in the UI
- Documentation that adapts over time — learning from usage patterns, surfacing what’s most relevant
- Proactive guidance that matches the experience you’re building — whether you’re using browser-based RDP clients, SaaS-native PAM or classic on-prem Safeguard
Translation: documentation that actually helps you do your job — not documentation that forces you to work harder to figure out the product.
Why this matters (and why it sets us apart)
A lot of PAM vendors are still playing catch-up here. When you’re dealing with multiple acquired products or bolt-on AI, making documentation truly smart is… well, let’s just say “challenging.”
Because the Fabric was built to support this natively, we’re already ahead. And while it’s nice to talk about “cool AI,” the real story is value:
- Less frustration
- Faster time to value
- Fewer support tickets
- Happier admins
And honestly — it just makes the whole experience feel more modern. Which it should.
The road ahead
We know this isn’t a one-and-done project. Smarter documentation is something we’ll keep building on – using the same agile, customer-first mindset that drives our product roadmap. And while we can’t promise you’ll love reading documentation, we can promise this: it’s going to get a lot smarter, a lot more helpful and a lot more aligned with the way you actually work, especially as integration challenges grow more complex.
As generative AI tools like ChatGPT shape how users look for help, we are meeting them where they are. We know the common pain points – things like integration hurdles, complexity for smaller teams and the challenge of getting started. That is why we are focused on smarter content, built with problem-solving in mind. Instead of keyword stuffing, we are creating helpful passages that address real-world issues. So when someone hits a snag and starts searching or asking AI for answers, they find accurate, relevant guidance. We want to make sure the right message gets picked up and passed on, helping users move forward with confidence.
