Exploring Legal Request Management

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

    Legal Request Management allows authorized employees to submit and track legal requests, while legal department users can resolve these requests efficiently. Key features include access to legal knowledge articles, a self-service portal for request submission, and monitoring capabilities through the Virtual Agent.

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    Key Features

    • Roles:
      • Legal Configurator: Configures foundational data like practice areas and templates.
      • Legal Fulfiller: Works on assigned legal requests and manages their progress.
      • Legal User: Submits requests and tracks their status, with capabilities to work on related tasks.
    • Workflow:

      Involves multiple steps including submission, assignment, management of confidential information, and potential escalation to legal matters.

    • Benefits:
      • Streamlines processes by replacing manual email tasks with a self-service experience.
      • Automates responses for common requests through Virtual Agents.
      • Provides real-time analytics for better decision-making on legal service demands.
      • Enables tracking and prioritization of multiple requests in the Legal Counsel Center.
      • Supports Attorney-Client Privilege for sensitive communications.

    Key Outcomes

    By implementing Legal Request Management, organizations can expect improved efficiency in handling legal requests, enhanced visibility into service demands, and better compliance with confidentiality requirements. This system ultimately aids in protecting sensitive legal communications while optimizing workflow within the legal department.

    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

    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. Marks the request as privileged and confidential.
      3. Manages attachments for a legal request.
      4. Initiates an ad hoc approval for a legal request or its attachment.
      5. 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
    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
    • Legal Fulfiller
    • Collaborator
    • Practice Area Lead

    What to explore next

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