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Legal Request Management › Legal Service Delivery › Legal and Contract Operations › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Exploring Legal Request Management

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.

Employees can read legal knowledge base articles, submit legal requests, monitor the progress of submitted requests, and interact through Virtual Agent.

UserDescription
Legal ConfiguratorLegal Configurator configures data such as practice area, category, and legal matter templates.
Legal FulfillerLegal Fulfiller works on assigned legal requests and matters.
Legal UserLegal User submits legal requests and tracks their progress. Can work on assigned tasks related to matters.

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

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.
BenefitFeatureUsers
Remove manual, unstructured email processes and tasks with an easily accessed self-service experienceLegal Request Management- Legal Configurator - Legal Administrator, Legal Fulfiller - Legal User - Legal Catalog Administrator - Request Configurator
Automate responses for common legal requests with virtual agentsLegal Virtual Agent ConversationsLegal Fulfiller
Make meaningful decisions by gaining real-time visibility on legal service demandsAnalytics and Reporting Solutions for Legal Service DeliveryPractice Area Lead
Track, prioritize, and work on multiple requests concurrently with an optimized Legal Counsel CenterLegal Counsel CenterLegal 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:

Parent Topic:Legal Request Management