---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Configure AI capabilities for LSD

# Configure ServiceNow Otto for Legal Service Delivery (LSD) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Configure generative AI skills in ServiceNow Otto for Legal Service Delivery (LSD) for legal users working in Legal Counsel Center, Core UI, and Employee Center.

## Before you begin

Confirm you have installed Legal Counsel Center (sn_lg_cf_workspace) - Version 1.5.1 or a later version.

Role required: admin

## About this task

Important:  
These AI skills are now enabled by default. The skills will be automatically available to appropriate role users for the application. This change simply activates the skills and does not touch the roles that are needed to use them. The new default behavior works as follows:

New customers
:   When you install an AI product, designated skills are enabled automatically.

Existing customers who are upgrading (starting with Zurich Patch 4)

:   Any previously unconfigured skill is enabled automatically (the skill was never enabled, then disabled).There is no change to AI skills that are currently enabled and customized.

    Previously configured skills
    that were enabled, then disabled, remain inactive.

The legal request summarization and legal matter summarization skills are available in the base system with the required configurations. To customize the skill, you must create a copy of the skill that is in the base system before
you modify the configuration. Activating a customized skill with the same base input table as the original skill automatically deactivates the original skill. For more information, see [Customize a summarization skill in ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/P0YGC9EffrlSXTqYQTltzg "If you have the admin role, you can customize a ServiceNow Otto for Legal Service Delivery (LSD) skill so that you can use the generative AI skills in Legal Counsel Center and in Core UI.").

You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

The following table lists the features and skills that you can access from the AI Admin Hub console.  
{#now-assist-lsd-configuring__table_ipf_bbd_wyb__entry__2}

| LSD features | Skills |
|-|-|
| Legal Request and Matter | * Legal request summarization * Legal matter summarization {#now-assist-lsd-configuring__ul_sdz_hrm_ycc} |
[Table 1. Legal Service Delivery feature and skills in the AI Admin Hub console]

{#now-assist-lsd-configuring__table_ipf_bbd_wyb}

## Procedure

1. Install the Legal Service Delivery - Prime plugin (sn_lg_ai_prime).  
   * For information about the plugin dependencies and plugin activation order, see [Application information](https://www.servicenow.com/docs/8gfxhtRE~xVP_4Z3E5jVVw#now-assist-lsd-exploring__lsd-application-info).
   * For information about the installation process, see [Install AI plugins in AI Admin Hub](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
   {#now-assist-lsd-configuring__ul_d43_gvn_g3c}
2. Navigate to AllAdmin CenterAI Admin Hub.
3. Select AI Skills tab.
4. Navigate to EmployeeLSD.
5. On the tile for your skill, select Activate skill if it is deactivated.
6. Define who can access the skill and the data.
   1. Select Edit from the options icon (![Options icon.]()) of the active skill.
   2. Navigate to Define access to determine who can access the skill.  
      By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.  
      Default and Custom Roles:
      * If custom roles were added before the upgrade, they'll be updated automatically by a script.
      * If new roles are created after the upgrade, you'll need to manually add them in both the Define Access and Select Display.  
        Note:  
        In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still need to manually select it in Select Display to make it active.
      {#now-assist-lsd-configuring__ul_znl_lmy_jgc}
   3. In the Role restrictions to skill section, grant data access to additional roles.  
      For more information, see role masking.
   4. Select Save and continue to go to the next step.
   5. Complete remaining configurations and select Done.
   {#now-assist-lsd-configuring__substeps_bfz_lst_5gc}
{#now-assist-lsd-configuring__steps_c43_gvn_g3c}

## Result

You can deactivate the skill by selecting Deactivate from the options icon (![Options icon.]()) of the active skill.
* **[Customize a summarization skill in ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/P0YGC9EffrlSXTqYQTltzg)**   
  If you have the admin role, you can customize a ServiceNow Otto for Legal Service Delivery (LSD) skill so that you can use the generative AI skills in Legal Counsel Center and in Core UI.
* **[Configuring Q\&A Genius Results in ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/3R~LXzzbOmh2hZlL55oGIw)**   
  By using Q\&A Genius Results in the ServiceNow Otto for Legal Service Delivery (LSD) application, you can quickly find the most optimal information in Employee Center, Legal Counsel Center, and global search.
* **[Configure Triage legal requests agentic workflow](https://www.servicenow.com/docs/8dOsVR5Od_~JnJbpX9tSeQ)**   
  You can configure the Triage legal requests agentic workflow in the ServiceNow Otto for Legal Service Delivery (LSD) application to analyze the general legal requests, predict the appropriate legal category, and initiate a transfer when a legal fulfiller or group manager confirms the request.

*[\>]: and then