Explore Advanced Work Assignment for Legal Service Delivery
Use the ServiceNow Advanced Work Assignment for Legal Service Delivery feature to automatically assign legal to agents based on availability, capacity, and optionally skills.
Advanced Work Assignment for Legal Service Delivery overview
Advanced Work Assignment for Legal Service Delivery routes legal request to qualified agents from the legal department (a paralegal staff or lawyer) using work item queues, routing conditions, and assignment criteria that you define. The base system has configuration available for General Legal Request and Ethics Complaint. You can define your own configuration for other types of legal requests.
For more information, see Exploring Advanced Work Assignment.
If you want to use skills as one of the criteria for routing legal requests, ensure you have activated Skills Management [com.snc.skills_management]. For more information, see Skills Management
Nota:
If you're using skill management, ensure you have the right subscription.
Advanced Work Assignment for Legal Service Delivery workflow
- The legal Advanced Work Assignment administrator configures Advanced Work Assignment for Legal Service Delivery.
- A new legal request is submitted
- Advanced Work Assignment for Legal Service Delivery workflow identifies the new request to the available agents based on the availability, capacity and skills.
- The legal fulfiller accepts or rejects the work assignment.
- The legal fulfiller accepts the assignment and works on it.
- The legal fulfiller rejects the assignment. The legal request is reassigned to another agent as per the availability, capacity and skills.
Advanced Work Assignment for Legal Service Delivery benefits
| Benefit | Feature | Users |
|---|---|---|
| Automatic assignment of legal request based on availability, capacity and skills. | Advanced Work Assignment | Legal fulfiller |
What to explore next
To learn more about configuring and using Advanced Work Assignment for Legal Service Delivery, see: