---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Review AI suggestions

# Review the AI suggestions for clause deviations {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read  
Review the suggestions for clause deviations and take actions by using the ServiceNow Otto for Contract Management Pro application to ensure that the clauses comply with the guidelines of the company.

## Before you begin

Before you start to review a document, verify the AI analysis of the contract document is complete. For more information, see [Analyze a contract document](https://servicenow-prod.fluidtopics.net/0zEbpnQteDNtvomUlut10A "Analyze a contract document with generative AI to identify non-standard and missing clauses. You can do this task by using the ServiceNow Otto for Contract Management Pro application.").

Role required: sn_cm_gen_ai.ai_contract_fulfiller

## About this task

A clause is a section in a contract document that outlines the guidelines of the company agreement, such as the purpose, term, or confidentiality.

* As an assigned-to collaborator or group manager with the sn_cm_gen_ai.ai_contract_fulfiller role, review and act on the suggestions from the contract analysis when the contract request is in the Work in progress state.
* The Microsoft Word add-in for ServiceNow Contracts isn't supported when the document is opened from the Google Drive. If you're using Google Drive for external storage, you must download the document from Google Drive and work on it offline.
* If you're using the Microsoft OneDrive configuration for external storage, you can work on the document online or download it to work on it offline.
* If you work on the suggestions offline, you must upload the document manually by creating a revision in the contract request. For more information, see [Create a document revision](https://servicenow-prod.fluidtopics.net/6U_yysAsEgHDCPo4LVd5cA "As a contract fulfiller, create a document revision to upload an updated version of the contract that contains the latest changes in the contract request, corrections, or suggestions from a third party.").
{#cmpro-review-contract-document__ul_hhn_xkv_2dc}

## Procedure

1. Open the contract request from the workspace that you're using.

   | Method | Steps |
   | Contract Workspace listing | 1. Navigate to AllContract Workspace. 2. Select the list icon ![](). 3. Select Contract requestsAll. 4. Select a contract request. {#cmpro-review-contract-document__ul_jlw_4cr_5bc} |
   | Workspace used by your application | 1. Navigate to your workspace. 2. Open the list that displays the contract requests. 3. Select a contract request. {#cmpro-review-contract-document__ol_yzv_ndr_5bc} |
   |-|-|

   {#cmpro-review-contract-document__choicetable_zst_kcr_5bc}
2. Select Contract documents.
3. If the contextual side panel isn't open, select the AI for Contracts icon ![]().
4. From the document card, select Open document.  
   Depending on the internal or external storage configuration the document is downloaded into your system or opened online.
   {#cmpro-review-contract-document__table_yy5_yq5_zcc__entry__2}

   | Storage | Result |
   |-|-|
   | Internal storage | The document is downloaded to your local system. |
   | External storage: 1. Microsoft OneDrive 2. Google Drive {#cmpro-review-contract-document__ol_zzk_nh1_1dc} | The document opens online from the external storage. |
   [Table 1. Contract document downloads for internal or external storage]

   {#cmpro-review-contract-document__table_yy5_yq5_zcc}
5. Open the contract document depending on your storage configuration.
   * Internal storage: Open the downloaded document from your system to work on it offline.
   * Microsoft OneDrive: Open the document online, or download the document to work on it offline.
   * Google Drive: Download the document and open it offline.

   {#cmpro-review-contract-document__choices_dth_grr_whc}  
   If you worked on the contract document offline, you must upload the document manually by creating a revision. For more information, see [Create a document revision](https://servicenow-prod.fluidtopics.net/6U_yysAsEgHDCPo4LVd5cA "As a contract fulfiller, create a document revision to upload an updated version of the contract that contains the latest changes in the contract request, corrections, or suggestions from a third party.").
6. Review the suggestions.
   1. From the Microsoft Word ribbon, select the ServiceNow Contracts add-in.  
      For more information, see [Configure the Microsoft Word add-in for ServiceNow Contracts](https://servicenow-prod.fluidtopics.net/G9G3h5TcSulOElgEAt46hg "As an admin, configure the Microsoft Word add-in for ServiceNow Contracts.").
   2. Log in by entering the legal fulfiller credentials.  
      The ServiceNow Contracts add-in displays the tabs as listed in the following table.{#cmpro-review-contract-document__table_hh4_5w2_xcc__entry__2}

      | Section | Description |
      |-|-|
      | Review analysis | * Pending reviews: Lists all the non-standard clauses and missing clauses. * Completed: Lists all the completed actions over the clause. {#cmpro-review-contract-document__ul_wcf_ppf_xcc} |
      | Clause library | Lists all the standard clauses that are active for the contract type that the document belongs to. |
      [Table 2. Word Add-in tabs]

      {#cmpro-review-contract-document__table_hh4_5w2_xcc}
   3. On the Review Analysis tab, select Pending reviews to review the suggestions.
   {#cmpro-review-contract-document__substeps_n3k_3j1_1dc}
7. Work on a clause that is tagged as non-standard.
   1. On the Pending reviews tab, select the clause card that is tagged as non-standard.  
      * Microsoft Word navigates to the clause that is associated with the clause card.
      * The following suggestions are displayed in the card:
        * AI comment: Feedback depending on the clause and the expected responses.
        * Standard clause suggestion: Standard clause content suggestion from the clause library.
        * Show more/less: Option to expand or collapse the text.
        * Thumbs up and Thumbs down icons to capture the feedback.
        {#cmpro-review-contract-document__ul_lf2_hvy_ddc}
      {#cmpro-review-contract-document__ul_dhp_gvy_ddc}
   2. Accept or ignore the suggestion.

   {#cmpro-review-contract-document__substeps_rfl_2hb_1dc}

   | Action | Steps |
   | Replace the non-standard clause | * Select the clause content in the document that must be replaced. * Select Use this clause. {#cmpro-review-contract-document__ul_sbq_rvy_ddc} |
   | Ignore suggestion | Select Ignore. |
   |-|-|

   {#cmpro-review-contract-document__choicetable_zsg_1gb_1dc}
8. Work on a clause that is tagged as missing.
   1. On the Pending reviews tab, select the clause card that is tagged as non-standard.
   2. Accept or ignore the suggestion.

   {#cmpro-review-contract-document__substeps_xms_jhb_1dc}

   | Action | Steps |
   | Add missing clause | Select Use this clause. |
   | Ignore suggestion | Select Ignore. |
   |-|-|

   {#cmpro-review-contract-document__choicetable_w5v_khb_1dc}
9. Review the remaining non-standard and missing clauses and act as required.  
   As you review the clauses and take action, they're moved to the Completed tab with the details of the action taken.
10. **Optional:** Provide feedback to help improve the accuracy of contract analysis over time.
    1. For each suggestion, select the thumbs up icon if the suggestion is helpful or the thumbs down icon if the suggestion is not helpful.
    2. **Optional:** In the pop-up, select the options that best describe your experience.  
       You can select multiple options and add optional comments.
    3. Select Submit.

    {#cmpro-review-contract-document__substeps_dhz_4bf_d3c}  
    The feedback is captured in the Contracts Gen AI Feedback \[sn_cm_gen_ai_feedback\] table.
11. Add a clause from the clause library.
    1. Select the Clause library tab.
    2. Search the clause by using the clause name.  
       The active clauses for the contract type that is associated with the contract document are displayed.
    3. Select the clause in the library.
    4. Place the cursor on the document where you want to add the clause.
    5. Select Use this clause.

    {#cmpro-review-contract-document__substeps_gmd_t3b_1dc}  
    The clause is added to the document. When a valid metadata mapping exists within the clause content, the metadata gets auto-populated. Otherwise, a content control tag name is added and the metadata must be manually updated. For more information, see [Configure metadata for fields, variables, and variables sets in a contract document](https://servicenow-prod.fluidtopics.net/_om_OOi78vH~sIKq6FYq~A "As a contract configurator, add and configure metadata for fields, variable, and variable sets to pre-fill the information in the contract document.").
12. Mark the review as complete.
    1. Select Mark as complete.
    2. Mark the review as complete by selecting Yes.  
       Continue working on the suggestions by selecting Cancel.

    {#cmpro-review-contract-document__substeps_gw4_2kb_1dc}  
    * The review is marked as complete and the file is updated in the configured storage.
    * After the review is marked complete, you can't take any further actions even if there are pending reviews.
    * The Contract request state is Work in progress and the Contract status is updated to Review completed.

    {#cmpro-review-contract-document__ul_iwp_kwb_1dc}  
    Note:  
    If you download the document to work on it offline, you must upload the document manually by creating a revision. For more information, see [Create a document revision](https://servicenow-prod.fluidtopics.net/6U_yysAsEgHDCPo4LVd5cA "As a contract fulfiller, create a document revision to upload an updated version of the contract that contains the latest changes in the contract request, corrections, or suggestions from a third party.").

*[\>]: and then