Legal Service Delivery

Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.

Configure your AI Search implementation for Legal Counsel Center Workspace.

Configure the Legal Counsel Center Workspace to customize the dashboard and interface according to the needs of the fulfillers so that they can categorize, prioritize, and efficiently address legal issues.

Create or modify Virtual Agent conversation topics for legal services.

Review the base system configurations for integration of legal requests with universal requests and configure as per your business needs.

Create a legal request from a universal request to get the Legal department's assistance in resolving the request.

Enable or disable Legal Counsel Center notifications to subscribe to items that interest you and unsubscribe from information that does not interest you and is not mandatory.

Legal Counsel Center enables legal department members to categorize, prioritize, and efficiently address legal issues.

You can install the Legal Counsel Center application (sn_lg_cf_workspace) if you have the admin role. The application installs ServiceNow Store applications and plugins if they are not already installed.

You can install the Legal Virtual Agent Conversations application (sn_lg_va) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.

Legal Service Delivery provides security through various ServiceNow AI Platform security features such as Restricted Caller Access, Encryption Support, and Edge Encryption.

Legal Counsel Center notifications enable users to subscribe to items that interest them and unsubscribe from messages that do not interest them and are not mandatory.

The Legal Counsel Center is the next experience Workspace that enables the legal department members to work with actionable widgets to quickly categorize, prioritize, and efficiently resolve legal issues.

Reference topics provide additional information about components installed and the notifications available in Legal Counsel Center.

Legal Counsel Center Classic enables legal department members to categorize, prioritize, and efficiently address legal issues.

Domain separation is supported for applications in Legal Service Delivery. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

With the Legal Executive dashboard, you can get an insight into how your team and business are performing for resolving Legal service requests.

The Legal Request Management application installs automated workflows for electronic signature and external storage. These workflows enable support for multiple integrations and accounts at the same time.

ServiceNow Legal Service Delivery provides a unified experience between the employees requesting legal support and the legal teams serving them.

The Legal Operations dashboard provides comprehensive reports to the legal department. The dashboard uses Performance Analytics to provide reports and metrics on legal requests and legal matters.

Learn about the terms and concepts used in Legal Service Delivery.

Reference topics provide additional information about Legal Service Delivery.

The Legal Service Portal is a self-service portal for employees to submit legal requests, monitor their progress, read legal knowledge base articles, and get help using virtual agent chat support.

Employees can submit and track requests to get legal support or get information on legal services through the Employee Center portal.

The ServiceNow Legal Virtual Agent Conversations application provides predefined conversation topics to enable automated chats with employees seeking legal services. You can build new topics or customize predefined topics to handle common legal requests from employees or guide them through self-service tasks.

Employees can contact a live agent from the Legal department (a paralegal staff or lawyer) via the Virtual Agent chat window to seek legal help.

Analytics and Reporting Solutions contain prepackaged Performance Analytics content for use with other ServiceNow AI Platform products. This Analytics and Reporting Solution enables data-driven decision making through insights and trends derived from legal services and operations data.

Activate the content pack ServiceNow Store application for the Analytics and Reporting Solution.

You can activate the Advanced Work Assignment for Legal Service Delivery plugin (sn_lg_awa) for Legal Service Delivery if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

You can activate the Predictive Intelligence for Legal Service Delivery plugin (sn_lg_pi) for Legal Service Delivery if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

As a legal fulfiller, accept or reject to an incoming legal request assignment from the Legal Counsel Center Inbox.

Configure the Advanced Work Assignment for Legal Service Delivery.

Use the ServiceNow Advanced Work Assignment for Legal Service Delivery feature to automatically assign legal to agents based on availability, capacity, and optionally skills.

Use Advanced Work Assignment for Legal Service Delivery feature to automatically assign legal requests to agents from the legal department (a paralegal staff or lawyer) based on availability, capacity, and optionally skills.

Reference topics provide additional information about components installed, the lists and forms that you use in Advanced Work Assignment for Legal Service Delivery.

Use the ServiceNow Advanced Work Assignment for Legal Service Delivery feature to automatically assign legal to agents based on availability, capacity, and skills.

Several types of components are installed with activation of the Advanced Work Assignment for Legal Service Delivery plugin application, including user roles.

Several types of components are installed with activation of the Predictive Intelligence for Legal Service Delivery application, including user roles.

Configure fields to be displayed in the Activity stream.

Enable intake forms to be available as categories while submitting legal requests or matters from Microsoft Outlook using Microsoft Outlook Add-In for Legal Service Delivery.

Deploy Microsoft Outlook Add-In for Legal Service Delivery for it to be available in Microsoft Outlook to submit legal requests.

You can activate the Microsoft Outlook Add-In for Legal Service Delivery plugin (sn_lg_outlook) for Legal Service Delivery if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

Extend Legal Service Delivery capabilities by integrating with third-party applications.

As an admin, download Microsoft Outlook Add-In for Legal Service Delivery manifest file.

Map the sender's email address, email content, and subject field from an email to legal request fields to automatically fill in information from the email to the submitted legal request.

As a legal request fulfiller, add or delete documents in the legal request and matters from Microsoft Outlook Add-In for Legal Service Delivery.

Several types of components are installed with activation of the Microsoft Outlook Add-In for Legal Service Delivery application, including user roles.

Install and add the Microsoft Outlook Add-In for Legal Service Delivery to your Microsoft Outlook and enable intake forms for submitting legal requests or matters.

Learn more about Microsoft Outlook Add-In for Legal Service Delivery through a sample workflow and review the benefits it can provide.

The ServiceNow Microsoft Outlook Add-In for Legal Service Delivery enables you to submit legal requests and matters from within Microsoft Outlook. You can receive requests or information over email. Use the add-in to submit legal requests or matters without having to log in to the instance. For adding attachments, just drag and drop emails, email attachments or attach files from your system.

As a legal request fulfiller, sign in to Microsoft Outlook Add-In for Legal Service Delivery.

Reference topics provide additional information about components installed, the lists and forms that you use in ServiceNow for Legal add-in for Outlook.

As a legal request or matter fulfiller, submit a legal request or matter from within the Microsoft Outlook.

Use the Microsoft Outlook Add-In for Legal Service Delivery to submit legal requests with attachments. You can submit requests, manage attachments, and view legal requests pr matters without leaving your Microsoft Outlook client.

As a legal request fulfiller, view legal requests and matters in the Microsoft Outlook Add-In for Legal Service Delivery.

Install and configure the Predictive Intelligence for Legal Service Delivery.

With Predictive Intelligence, you can train a model to predict a target value based on one or more input values. The Predictive Intelligence for Legal Service Delivery includes machine learning algorithms that predict the subcategory and assignment group for General Legal Requests and Ethics Complaints. You can create your own machine learning solution to meet your needs.

Reference topics provide additional information about components installed, the lists and forms that you use in Predictive Intelligence for Legal Service Delivery reference.

Solution definitions and business rules are defined to train, test, and monitor the predictive intelligence solution.

Train the legal request classification solution definition to identify and predict an group assignment using the description and subcategory for an Ethics Complaint.

Train the legal request classification solution definition to identify and predict an assignment group using the short description, description and subcategory for General Legal Request.

Train the legal request classification solution definition to identify and predict an subcategory using the description for an Ethics Complaint.

Train the classification solution definitions to identify and predict an subcategory using short description and description for General Legal Request.

Use the Predictive Intelligence solution to predict and auto populate or view the suggestions for sub-category and assignment group.

Use the Predictive Intelligence solution to predict and auto populate or view the suggestions for sub-category and assignment group.

Legal practice applications in the Legal Service Delivery suite provide solutions for the specific needs of different legal practice areas.

The Predictive Intelligence for Legal Service Delivery uses machine-learning algorithms for the predicting Subcategory and Assignment group for legal requests.

Legal Service Delivery supports multiple search engines that helps you quickly find the most optimal information in the Legal Counsel Center and Employee Center.

View the amendment details in the contract repository record.

User roles are installed with activation of the Legal Counsel Center Workspace plugin.

To protect knowledge bases containing sensitive articles, use a scoped knowledge base. Even system administrators and knowledge administrators can't administer scoped knowledge bases unless explicitly authorized through user criteria.

Configure settings to enable live agent support for legal services.

Configure various components, such as service channels, work item queues, and assignment rules that determine how a legal request should be routed to an agent.

Extend Legal Service Delivery capabilities by integrating with other ServiceNow applications.

Add the external signatories widget to a record producer enabling you to add external signers.

Initiate a review task for review of the contract document by subject matter experts.

Add the supporting document widget to a record producer to enable uploading of supporting documents.

Submit an amendment request from the Employee Center.

The contract amendment workflow enhances contract lifecycle management by enabling you to initiate, track, and finalize amendments to existing contracts with an audit trail.

Review and work on an amendment request for an existing contract.

As a admin, configure business rule to enable transfer of general legal request to contract practice area.

As a legal user, cancel the wet signature process for contract documents in NDA legal requests that have been sent to signatories.

Cancel a legal contract request if it is no longer necessary.

As a contract fulfiller, cancel a review task irrespective of its state.

Several types of components are installed with activation of the Contract Management Pro for Legal Service Delivery application which includes the components for Contracts Core and Word Document Templates, including tables and user roles.

Install Contract Management Pro for Legal Service Delivery and Microsoft Word add-in for ServiceNow Contracts. Set up the requirements for managing legal contract requests.

As an admin, configure the Microsoft Word add-in for ServiceNow Contracts.

Create a legal contract intake workflow by creating a record producer and configuring base system settings so users can request the legal department's guidance on legal contracts.

Get your content reviewed by internal teams who have the expertise you need.

Learn more about Contract Management Pro for Legal Service Delivery through a sample workflow and review the benefits it can provide.

As a contract fulfiller, review the change request, update the contract document and send it back to the contract user.

Initiate an ad hoc approval for a contract document revision from a user or a user group.

Initiate an offline signature when a contract is signed outside Contract Management Pro and record the signed document in Contract Management Pro.

Install the Contract Management Pro for Legal Service Delivery (sn_lg_cnt) application. The application installs demo data and related ServiceNow Store applications and plugins if they aren’t already installed.

You can activate the Microsoft Word add-in for ServiceNow Contracts plugin (sn_cm_word_addin) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they are not already installed.

Configure an electronic signature provider to enable users to sign contract documents electronically.

Configure an external storage system to store signed contract documents.

Link a parent contract to a child contract to establish hierarchical relationships between contract requests and inherit fields from the parent contract request.

Contract Management Pro for Legal Service Delivery supports electronic signature, wet (manual) signature, and offline signature for a contract request.

As administrator manage clauses, clause variations, and contract templates.

As administrator work on managing the word document templates and legal contracts.

The ServiceNow Contract Management Pro for Legal Service Delivery enables you to configure and automate the legal contract lifecycle by creating contract document templates, clauses, and clause variations. The legal contract lifecycle enables you to submit, review, finalize, and manage legal contract, amendment, and renewal requests. It also supports e-signatures, wet signatures, offline signatures, and external storage systems.

After a contract record is created, you can change the end date, parent contract, and contract model.

As a requester, modify the legal request for a non-disclosure agreement (NDA).

As a legal user, resubmit contract request in draft state.

Pause an active signature workflow to add, modify, reorder, or remove signatories on a contract request that is in Awaiting signature state.

View and download a signed contract document as a legal fulfiller.

View and download a signed contract document as a legal user.

View and download a signed contract document.

Reference topics provide additional information about Contract Management Pro for Legal Service Delivery.

Submit a renewal request from the Employee Center to extend or replace an existing contract.

The contract renewal workflow enables you to initiate, manage, and track the renewal of an existing contract as a dedicated request type, and to maintain the link between a previous contract and its renewed contract.

Send an own-paper renewal request for signature, resend or cancel the signature request, and upload the signed contract from the Employee Center ticket page.

View the details of a renewal request from the Employee Center ticket page, and view the renewal history and contract details in the executed contract record after signing is complete.

Review and work on a renewal request for an existing contract, from assignment through review, approval, and signature to the executed renewed contract.

Resend signature request functionality enables contract fulfillers to manually trigger signature request when needed.

Resume the paused signature process with the modified signatories.

Review and finalize the contract document generated after the self-serve contract request is submitted, then send it for signature.

Send a finalized non-disclosure agreement contract document to the specified signatories for signature.

As a contract fulfiller, share information requested by the reviewer to proceed with the contract document review.

Set up external applications that provide services such as electronically signing contract documents and saving signed contracts or the documents related to legal requests in an external storage system.

As a contract configurator, create and manage a library of clauses, clause variations and contract templates that will be used to generate contract document when a legal request is submitted.

Submit a legal request for a non-disclosure agreement (NDA) with third parties such as vendors, customers, or partners.

As a contract user, review a contract document and submit a change request to the contract fulfiller if changes are required in the contract document.

Submit contracts or third-party terms and conditions to the legal team for review.

Update signatory details in an external contract document when there is a failure in sending the document for signature due to a mismatch between the signatory information in the contract request and the contract document.

Synchronize the contract document for non-disclosure agreements contract requests to create a new revision of the document with updated metadata and signatories while retaining the changes made in the previous version of the contact document.

As a legal user, resubmit a contract request that was not submitted due to incomplete signatory information by updating and syncing signatory information.

As a legal user or fulfiller, update and synchronize signatory details when send for signature fails due to a mismatch between signatory information in the contract request and contract document.

Cancel a wet signature process for a Non-disclosure agreement legal requests from the Employee Center.

The Third-party Contract Review form provides information for a legal request to the legal department to use when reviewing a third-party contract.

As a legal fulfiller, add, remove, or reclassify supporting documents submitted in a third-party contract review request.

As a legal fulfiller, reclassify the documents submitted in a third-party contract review request. For example, you need to change the contract document type from Non-disclosure Agreement to Partnership Agreement.

View the details of a third-party contract review request after it has been submitted and track the activities in the request.

As a requester, modify a legal request to update the request details or replace the attached contract document with an updated version.

As a legal user or fulfiller, update and sync signatory details when the contract submission has failed, or contract document cannot be sent due to incomplete signatory information.

Upload the wet signed contract document you have received from the signatories. You need to upload a contract document for a wet signature workflow or if one of the signatories in the electronic workflow decides to do a wet signature.

Use Contract Management Pro for Legal Service Delivery to submit legal requests for non-disclosure agreement (NDA) and third-party contracts.

View the details of an amendment request after it has been submitted and track the activities in the request.

View the history of a legal contract to track changes, review the audit trail, and update fields. Easily see the date a contract was modified and who modified it.

View the details of a non-disclosure agreement request after it has been submitted and track the activities in the request.

As a contract reviewer, review and provide feedback on contract documents

As a member of the legal contracts support team, work on the legal request. Upload the revised document to the request and send the document to the requester from within the request.

As a member of the legal contracts support team, review and revise a third-party contract document. You can email the revised document to stakeholders to verify the revisions and then send the ready document for signature from within the legal request.

As a legal user or legal fulfiller, regenerate the contract document for non-disclosure agreement contract requests when the legal request has been modified.

Transfer a legal ticket (legal request or legal matter) associated with a universal request to another department or back to the universal request for processing and resolution.

Integrating Universal Request and Legal Service Delivery enables you to create a unified user experience for your employees to request services from the Legal department. Legal services can be provided to employees seamlessly without them having to deal with the difficulties of interdepartmental collaboration for resolution.