Setting up Legal Content Review

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Setting up Legal Content Review

    This guide explains how to configure the Legal Content Review application in ServiceNow to enable employees to submit legal service requests efficiently. As an administrator, you will set up foundational data, customize components, and integrate external systems to support the legal department’s workflows.

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    Key Configuration Steps

    • Create or modify practice areas: Define law-specific practice areas like Intellectual Property, Privacy, or Compliance. Assign relevant legal department leads and associate categories with these practice areas to organize legal services.
    • Create or modify legal catalog categories: Group legal services into catalog categories to help employees easily locate and request the services they need via the Legal Service Portal. Existing users upgrading the app should run a fix script to map new record producers appropriately.
    • Create or modify record producers: Design intake forms for Legal Content Review services through the Classic environment. These enable employees to submit requests directly through the Legal Operations service catalog.
    • Configure external storage: Set up an external storage system to centrally store documents attached to legal requests and matters, supporting unified document management and retention policies.
    • Create or modify response templates: Develop reusable message templates for legal fulfillers to communicate efficiently with requesters across various channels (work notes, emails, chat). Use conditions to control when templates are applicable, and configure chat shortcuts for rapid responses.
    • Create email notifications: Define notifications triggered by key events such as request assignment, closure, cancellation, or requests for additional information to keep stakeholders informed.
    • Configure form layout: Add the Legal Disposition related list to Legal Content Review request forms to track case dispositions effectively.

    Installation and Post-Installation Tasks

    • Install the Legal Content Review application: Requires admin role; installs demo data and necessary related applications or plugins from the ServiceNow Store.
    • Reconfigure forms: After installation, update forms to use the new record producers, catalog categories, and content taxonomy to ensure seamless user experience and data consistency.

    Practical Benefits for ServiceNow Customers

    By following these steps, ServiceNow customers can streamline the submission and management of legal service requests, improve communication between legal teams and employees, and maintain centralized documentation. This setup supports better organization of legal services, faster response times, and consistent messaging, enhancing the overall legal operations within the organization.

    Configure the foundation data to provide Legal Content Review request services to employees who can use these services to submit requests to the legal department.

    As an administrator, review the installed components and modify them or add new ones as applicable.
    Create or modify a practice area
    Set up the practice areas specific to law practices such as Intellectual Property, Privacy, or Compliance. Associate categories to the practice area and assign a legal department user as the practice area lead.
    Create or modify a legal catalog category
    Create catalog categories to group legal services that employees can use to find a specific legal service request on the Legal Service Portal.

    If you are an existing user and upgrading the application, run the Fix Content Review Intake Form fix script to map the new Legal Content Review record producer to the content review category.

    Create or modify a record producer for legal services through Classic environment
    Create record producers to define the intake forms for Legal Content Review request services. These record producers are available in the Legal Operations service catalog on the Legal Service Portal. Employees can use them to submit legal service requests.
    Configure an external storage system for legal requests and legal matters
    Configure an external storage system to store documents attached to the Legal Content Review requests by the requester or the fulfiller to enable your organization to have a centralized documentation management and retention policy.
    Create or modify a response template for legal services
    Configure a response template with a reusable message that legal fulfillers can use to send users quick and consistent messages through work notes, comments, emails, or chat conversations.

    Each response template is associated with a table and can be configured to include field variables from that table. You can use a condition builder to specify the conditions that a Legal Content Review request must meet for the template to be usable through the configured channels. For example, you can define a condition to enable response templates only for Legal Content Review requests of type marketing presentation.

    For chat response templates, you can specify a short name that can be used as a shortcut to present the response message to a user quickly.

    Create an email notification
    Create or modify email notifications that are sent when specific events occur for example, when a request is assigned, closed, or canceled, or a message has been posted to request additional information.
    Configuring the form layout
    To track dispositions from Legal Content Review requests, add the Legal Disposition [sn_lg_ops_legal_disposition] table as a related list to any Legal Content Review Request form. For more information on adding a related list on a form, see Add a related list to a form.