Exploring Legal Request Management

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Exploring Legal Request Management

    Legal Request Management empowers authorized employees to submit legal requests and track their progress, while legal department users resolve these requests. Employees can access legal knowledge articles, submit requests, and interact via Virtual Agent.

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    Key Features

    • Users:
      • Legal Configurator: Configures data such as practice areas and categories.
      • Legal Fulfiller: Works on assigned legal requests and matters.
      • Legal User: Submits requests and tracks their progress.
    • Configuration Workflow:

      This includes steps for configuring data, creating forms, and establishing rules for request management, involving various roles such as Administrators and Configurators.

    • Request and Matter Workflow:

      The lifecycle of a legal request includes submission, assignment, management of attachments, approvals, and closure upon fulfillment.

    Key Outcomes

    • Streamlined Processes: Eliminates manual email tasks through a self-service portal.
    • Automation: Utilizes virtual agents for common legal requests.
    • Enhanced Visibility: Provides real-time analytics on legal service demands.
    • Concurrent Management: Allows legal fulfillers to track and prioritize multiple requests efficiently.

    Next Steps

    For further exploration, customers can review resources on configuring and managing Legal Request Management effectively.

    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.

    Figure 1. Legal Service Delivery
    Transform and modernize your internal Legal operations through Legal Service Delivery applications.

    Legal Request Management users

    Table 1. 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.

    1. Administrator configures a practice area table.
    2. Legal Catalog Administrator creates a legal catalog category
    3. Legal Configurator performs the following actions:
      1. Creates a practice area.
      2. Adds an intake form to a practice area.
    4. Legal Configurator or Matter Configurator create a rule to automatically assign legal requests or matters.
    5. Legal Administrator activates a system property to close a long-running legal request.
    6. Request Configurator performs the following actions:
      1. Creates a record producer for legal services, using Catalog builder.
      2. Configures an external storage system for legal requests and legal matters.
    7. Legal Configurator creates or modify a response template for legal services.
    8. Administrator performs the following actions:
      1. Configures an Action for legal services on the Standard ticket page
      2. 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:
    1. Legal User submits a legal request.
    2. Legal Fulfiller performs the following actions as required:
      1. Assigns the legal request.
      2. Manages attachments for a legal request.
      3. Initiates an ad hoc approval for a legal request or its attachment.
      4. If required, promotes a legal request to a legal matter.
    3. If required Request Fulfiller can transfer a legal request.
    4. Legal Fulfiller closes the legal request on fulfilling it.

    Legal Request Management benefits

    Table 2. Legal Request Management benefits
    Benefit Feature Users
    Remove manual, unstructured email processes and tasks with an easily accessed self-service experience Legal Request Management
    • Legal Configurator
    • Legal Administrator, Legal Fulfiller
    • Legal User
    • Legal Catalog Administrator
    • Request Configurator
    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

    What to explore next

    To learn more about configuring and using Legal Request Management, see: