Exploring Legal Request Management
Summarize
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 Exploring Legal Request Management
Legal Request Management in ServiceNow empowers authorized employees to submit and track legal requests, while legal department users with proper roles manage and resolve these requests efficiently. Employees can access legal knowledge base articles, submit requests, monitor progress, and engage via Virtual Agent. This solution streamlines collaboration between requesters and legal fulfillers through structured workflows and role-based access.
Show less
Key Features
- User Roles:
- Legal Configurator: Configures practice areas, categories, templates, and response templates.
- Legal Fulfiller: Handles assigned legal requests and matters, manages attachments, approvals, and can mark requests as privileged.
- Legal User: Submits legal requests, tracks progress, and works on tasks related to matters.
- Legal Catalog Administrator and Request Configurator: Manage legal catalog categories, intake forms, record producers, and external storage configurations.
- Administrator: Configures actions, enables AI Search in the Legal Service Portal, and manages system-wide settings.
- Workflow: Legal Request Management supports an end-to-end process where administrators and configurators prepare foundational data and intake forms, legal users submit requests, and legal fulfillers manage assignment, confidentiality, approvals, promotion to legal matters, transfers, and closure.
- Attorney-Client Privilege: Legal fulfillers can designate requests as privileged and confidential, restricting access to authorized users, applying confidentiality banners, and maintaining audit trails to ensure compliance with legal confidentiality requirements.
- Virtual Agent Integration: Automates responses for common legal requests, improving efficiency and user experience.
- Analytics and Reporting: Provides real-time visibility into legal service demands to help practice area leads make informed decisions.
- Legal Counsel Center: Enables management and prioritization of multiple concurrent requests in an optimized environment for legal fulfillers.
Benefits
- Eliminates manual email processes by providing a structured self-service portal for legal requests.
- Enhances efficiency with automated virtual agent responses.
- Improves decision-making with analytics and real-time demand visibility.
- Protects sensitive communications through attorney-client privilege features.
- Supports seamless collaboration across multiple legal roles and stakeholders.
Next Steps for Customers
To implement and fully leverage Legal Request Management, customers should explore detailed configuration and usage guides including:
- Configuring Legal Request Management
- Using Legal Request Management
- Managing Legal Requests
- Attorney-Client Privilege functionality
This will help ensure proper setup, compliance, and optimal use of the solution within your organization.
Legal Request Management enables authorized employees in the organization to submit legal requests and to track their progress while users in the legal department with appropriate roles can work to resolve these requests.
Legal Request Management overview
Employees can read legal knowledge base articles, submit legal requests, monitor the progress of submitted requests, and interact through Virtual Agent.
Legal Request Management users
| User | Description |
|---|---|
| Legal Configurator | Legal Configurator configures data such as practice area, category, and legal matter templates. |
| Legal Fulfiller | Legal Fulfiller works on assigned legal requests and matters. |
| Legal User | Legal User submits legal requests and tracks their progress. Can work on assigned tasks related to matters. |
Legal Request Management configuration workflow
The following sample end-to-end workflow shows how different users can work together to configure the foundation data and submit, review, and legal requests and matters.
- Administrator configures a practice area table.
- Legal Catalog Administrator creates a legal catalog category
- Legal Configurator performs the following actions:
- Creates a practice area.
- Adds an intake form to a practice area.
- Legal Configurator or Matter Configurator create a rule to automatically assign legal requests or matters.
- Legal Administrator activates a system property to close a long-running legal request.
- Request Configurator performs the following actions:
- Creates a record producer for legal services, using Catalog builder.
- Configures an external storage system for legal requests and legal matters.
- Legal Configurator creates or modify a response template for legal services.
- Administrator performs the following actions:
- Configures an Action for legal services on the Standard ticket page
- Enables and configures AI Search in Legal Service Portal
Legal request and legal matter workflow
A workflow for a legal request might progress as following:
- Legal User submits a legal request.
- Legal Fulfiller performs the following actions as required:
- Assigns the legal request.
- Marks the request as privileged and confidential.
- Manages attachments for a legal request.
- Initiates an ad hoc approval for a legal request or its attachment.
- If required, promotes a legal request to a legal matter.
- If required Request Fulfiller can transfer a legal request.
- Legal Fulfiller closes the legal request on fulfilling it.
Legal Request Management benefits
| Benefit | Feature | Users |
|---|---|---|
| Remove manual, unstructured email processes and tasks with an easily accessed self-service experience | Legal Request Management |
|
| Automate responses for common legal requests with virtual agents | Legal Virtual Agent Conversations | Legal Fulfiller |
| Make meaningful decisions by gaining real-time visibility on legal service demands | Analytics and Reporting Solutions for Legal Service Delivery | Practice Area Lead |
| Track, prioritize, and work on multiple requests concurrently with an optimized Legal Counsel Center | Legal Counsel Center | Legal Fulfiller |
| Attorney Client Privilege enables legal fulfillers to mark legal requests as privileged and confidential. This capability helps you protect sensitive legal communications and comply with attorney-client privilege requirements. | Attorney-Client Privilege |
|
What to explore next
To learn more about configuring and using Legal Request Management, see: