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

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Predictive intelligence solution definitions and business rules

# Solution definitions and business rules for Predictive Intelligence for Legal Service Delivery {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Solution Definitions and Business Rules for Predictive Intelligence for Legal Service Delivery

The Predictive Intelligence for Legal Service Delivery provides tools to train, test, and monitor machine learning solutions tailored for legal requests and ethics complaints.
Activation of the Predictive Intelligence plugin and the specific Legal Service Delivery plugin is necessary to utilize this functionality.
The solution can be customized to fit specific business needs.
Show full answer Show less  

## Key Features

* **Solution Definitions:** Available for various classifications, including Legal Request Sub-categorization and Ethics Complaints Assignment. These definitions need to be trained before use.
* **Accessing Definitions:** Solution definitions can be found by navigating to All \> Predictive Intelligence \> Classification \> Solution Definitions.
* **Use Cases:** Predefined use cases support assignment and categorization for legal requests and ethics complaints. Access them through All \> Legal Administration \> Legal AI Configurations.
* **Business Rules:** These rules trigger the predictive intelligence functions, such as predicting assignment groups and subcategories based on defined criteria.

## Key Outcomes

By implementing these solution definitions and business rules, customers can expect improved efficiency in managing legal requests and ethics complaints. The predictive capabilities streamline assignment processes and enhance the accuracy of categorization, ultimately leading to better resource allocation and response times.  
Solution definitions and business rules are defined to train, test, and monitor the predictive intelligence solution.

## Solution definitions {#lsd-pi-solution-defn-br__section_jm4_v4g_xbc}

The solution definition for Predictive Intelligence for Legal Service Delivery is available when you activate Predictive Intelligence plugin (com.glide.platform_ml) and Predictive Intelligence for Legal Service Delivery (sn_lg_pi)
plugin. You can customize the solution definition to meet your business requirements.

You can also create and train machine-learning solutions as per your requirement. For more information, see [Predictive Intelligence](https://www.servicenow.com/docs/access?context=predictive-intelligence-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
The following solution definitions are available in the base system. You can access the solution definition by navigating to AllPredictive IntelligenceClassificationSolution Definitions.  
Note:  
The solutions definitions in the base system are not trained. You need to train them on your instance before using them.
{#lsd-pi-solution-defn-br__table_dyg_yp3_gqb__entry__3}

| Solution Type | Solution Definition | Description |
|-|-|-|
| Classification | Legal Request Sub-categorization | Predicts the subcategory for general legal request based on short description and description. |
| Classification | Ethics Complaints Sub-categorization | Predicts the subcategory for ethic complaints based on description. |
| Classification | Legal Request Assignment | Predicts the assignment group for general legal request based on short description, description, and subcategory. |
| Classification | Ethics Complaints Assignment | Predicts the assignment group for ethic complaints based on description and subcategory. |
[Table 1. Predictive Intelligence for Legal Service Delivery solution definitions]

{#lsd-pi-solution-defn-br__table_dyg_yp3_gqb}

## Use cases {#lsd-pi-solution-defn-br__section_kxj_vsg_xbc}

The following use cases are available in the base system. You can access use cases by navigating to AllLegal AdministrationLegal AI Configurations.
{#lsd-pi-solution-defn-br__table_lxj_vsg_xbc__entry__2}

| Use case | Description |
|-|-|
| Legal Request Assignment | Predicts the assignment group for general legal request based on short description, description, and subcategory. |
| Legal Request Sub-categorization | Predicts the subcategory for general legal request based on short description and description. |
| Ethics Complaints Assignment | Predicts the assignment group for ethic complaints based on description and subcategory. |
| Ethics Complaints Sub-categorization | Predicts the subcategory for ethic complaints based on description. |
[Table 2. Legal Service Delivery use cases]

{#lsd-pi-solution-defn-br__table_lxj_vsg_xbc}

## Business rules {#lsd-pi-solution-defn-br__section_mct_qsg_xbc}

The business rule triggers the predictive intelligence to predict the assignment group and sub categorization. The following business rules are available in the base system. To complete the solution definition and use cases available
in the base system, create a business rule for Ethics Complaints.

You can create your own solution for any fields based on your requirement. For any solution definition defined, create a corresponding business rule.
{#lsd-pi-solution-defn-br__table_nct_qsg_xbc__entry__2}

| Solution Definition | Description |
|-|-|
| Predict legal request assignment group | Predicts the assignment group for general legal request based on short description, description, and subcategory. |
| Predict legal request subcategory | Predicts the subcategory for general legal request based on short description and description. |
[Table 3. Predictive Intelligence for Legal Service Delivery business rules]

{#lsd-pi-solution-defn-br__table_nct_qsg_xbc}

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