right we are going to go ahead and get started here hello everyone um my name is Lea toe I am part of the product and solutions marketing team here at service now so first off thank you all so much for taking this hour out of your day to join us we just have a few housekeeping items before I introduce our topic and our speaker so just as a reminder all lines have been muted on this call just to avoid any back ground noise if I could ask everyone to please stay on mute for the duration of the session that would be great um that being said we strongly encourage everybody to ask any questions you might have for our speaker um by going ahead and US utilizing the Q&A function that you'll see um at the bottom panel of your Zoom webinar so we'll have some time at the end of the session to have some of those questions answered live um so please stay till the end and finally this we inar will be recorded um and shared on our service now Community page um so please make sure to check that out in the coming days um and there are also a bunch of other amazing webinars on demand so highly recommend um you check that out all right so kicking off our topic for today we have an amazing special guest here with us um from Dell Technologies um he'll be diving into the Journey of how um D has implemented a legal front door to just increase efficiencies across their organization so quickly in the session today our speaker May cover some forward-looking statements as part of their road map so just wanted to include our Safe Harbor statement here um this is just to notice that any of those forward looking messages and statements are subject to change and as a reminder today's session is part of an event series we have here at service now called live on service now so we have and will continue to host webinars just like this one through um this awesome Series so for the schedule of any upcoming events um please take a second to scan this QR code here or um a member of my team will be dropping a link um in the chat for your convenience so without further Ado it is my pleasure to introduce our speaker for today's session um Chuck breath comes from the legal operations team over at Dell Technologies and if any of you also had the opportunity to attend our annual conference uh that happened in Las Vegas this past May called knowledge you might already be familiar with him he led an amazing session there so we're so excited to have him back with us today and with that I will hand it over to Chuck hi thank you thank you Leia good morning good afternoon everybody thanks for joining and excited to talk to you today um and got some really good content coming up just a little bit about me so been in the technology space implementation space and project management space for over 25 years I've been in the service now space for since the bur Berlin release so just over 12 years now and um you know really been involved in service now for the past 12 plus years both on the customer side and the the partner side and back on the customer side again so I've been with Dell um I'm in the legal operations Department of Dell as a program manager just strictly concentrating on service now for legal operations at Dell so I've been with Dell for about two and a half years and I'm strictly focusing on Legal Service delivery with for our our internal and external customers okay we get to to a little bit about what we're going to cover today so I'm going to cover some similar topics I talked about at knowledge for those who were able to see it at knowledge but really interesting to talk about our our journey I'll give a little some background on the journey um some of the really the planning implementation results benefits some of our future plans and we'll have some questions at the end but really as we go through it want to highlight some of the the Lessons Learned um you know that we've learned at Dell from you know implementing Legal Service delivery and uh growing with it over the past four years so so let's start off I want to dig in a little bit to where we started from so just some couple areas want to talk about here so for those who might not be familiar with um I know we probably some folks have call who are already using Legal Service delivery but others that might be looking at it or or fully familiar with it so the legal service delivery module of course is built is built on the service now platform and makes used of all the best features of the of the platform while incorporating specific functions for legal that assists with legal operations and the delivery of of legal services so i' say back in 2018 our uh senior vice president of legal operations I think you know had a thought and sat down with sat down with service now and deoy our partner that was helping us with it um say hey we really need help with you know legal you know and we're already a service now customer so I think that's when from my understanding when the conversation started to get legal service delivery module implemented with service now and then so from that conversation I think server now implemented created the module and then in 2020 they implemented um and and we implemented and that's really you know four years ago where we were lot using we were using a lot of SharePoint we had SharePoint from multiple practice areas um as you can imagine a lot of emails a lot of Despair system spreadsheets U and being a global organization a lot of information you know various silos um you know that had that were right for bringing into a single system um for for efficiency so as we started and you know with the with the you know being customer one in that first iteration we you know you you think about the crawl walk one run I think we started off in a slow jog proceeded to a fast J and so what we started with is you know for the various practice areas globally we started implementing and and putting in um intakes for those areas to where we were doing it and so and what was happening is so we built those intakes to suit the you know to get out of SharePoint and and suit those practice areas so as we grew with it and our increase started going that's when we saw okay hey how could we you know keep taking advantage of all the night cool features that service now is bringing out with with the with the the ongoing releases of of the product so I'm going to talk a little bit more about that um as we go just a little bit about the landscape so we do support multiple practice areas so we have practice areas you know you know all typical ones know sales privacy um you know ethics and compliance corporate government affairs and so we have right now we have 40 plus intakes on the request management side um and we'll talk more about that so 80% IL legal is using um you'll hear me refer to as mlegal so that's our our implementation of service now Legal Service delivery we refer to is my legal so we have 80% usage right now and that's increasing and you know supporting 120,000 employees at Dell and close to 500 legal professionals Within organization so if we just calling out a couple of numbers so we you know we insights is certainly very important to like take a look at at usage and you know looking for areas for improvement so just a couple of ones that are unique we we've seen in the past year we've seen 19,000 unique visitors to our portal site and we're you know we're averaging about 25,000 requests a year right now with that number um Rising just in q1 this past year we did a and I'll talk a little bit more about this as well we did a a I call it a reimplementation so you know as I mentioned we started in 2020 and then the product progressed quite a bit so we had some things that we wanted to go back and you know get get back to more of the out of the box we had some customizations that we wanted to to um undo so we could get to the out of the box we could take advantage of the new features that we're coming out and that's what we've done and in and we in partnership with with service now in our um it delivery Folks at Dell we we did a reimplementation this past year and in January rolled that back out and and just looking at q1 numbers after that reimplementation our we've um you know our legal request have significantly gone up um year over year in quarter for q1 so one of the particular areas I'm going to concentrate on today is sales so sales obviously you know vital part of of Dell's business and so we have you know and legal sales is one of the areas that I person you know personally work with a lot and want to talk a little bit more about how you know from the global standpoint that we were able to help sales uh globalize and put some efficiencies in place with the legal support model and you know we'll talk about some multiple intakes and you know and then really some things around you know you know with the regions and specific business units how we were able to help that and then just a little bit about the platform so right now you know with Legal Service delivery it's of course made made up of multiple modules the primary modules that we're using are legal request management legal matter management which we just started using and of course we're using the platform Knowledge Management as well and you know also are evaluating and looking at several of the practice area applications like investigations and and things like that that we're using simple contracts and migrating in the contract management Pro right now which I'll talk more about and then um just a you know really making use of the Knowledge Management feature as well and we'll talk more about that and how that's helping with self-service and and user experience as well so let's talk a little bit more about where some of the challenges that we had um I mentioned customizations so the end of that we started that we started being customer customer one and that we started early um you know we we did build some unique things into this our practice area intakes um and which worked well but as we started going and we to get more globalized and consistent across there we we found some things that we wanted to undo really around maybe assignment rules and mapping of request and things like that so what we did is really worked with service now and worked with our our Dell it Partners to go in and take advantage of you know features within the system the the core system of service now especially around assignment rules uh workflows and things like that that allowed us to get back to that out of the box and follow those to really help alleviate that technical debt so where we you know wouldn't be you know run the risk of you know if we updated a area you know one particular field in one area then it might break something on another area so that's one thing that we did there the other one's challenge is we had some complex intakes so what we found is that we were you know early on we might have been asking a lot of questions to our customers you know around on the legal request so we did is from a business process standpoint is when we went back and did the reimplementation is really talk to our our legal customers and said hey what what is you know from a user experience side while supporting the legal experience what is the best way that we can interact with the customer that you know which just we'll say it's a sales customer you know ask an account rep to you know a minimum set of questions that are going to be you know still effective in answering their question without U you know without being too complex so we were able to do that and that that's that's helped quite a bit and also you know are the things that we can you know standardize across or or you know make use of Integrations um inefficient workflows was another one you know where we routing to too many teams or were we routing to you know have too many approval steps so that's another thing that we took a look at from the the process point of view that we were able to go in and you know make make some adjustments to our workflows and we still do that through our you know continuous service improvement model that we're that we're looking at continuously to say Hey you know where where can we make improvements and then you know with these challenges one of the things that you know we were running across is we weren't able to easily scale the platform is needed with you know as a lot of you have probably seen over you know with the the multiple releases that come out each year from service now and legal service delivery there's been some really great stuff that's come out and in order to take advantage of that you know things like matter management and the new Council Center we had to get back to a you know in line with with with the out of thebox with with the updated architecture and you know and so we could take advantage of of those features so really you know and then our overall thought process is you know how do we improve the user experience and the legal team experience and you know that the those two items you know really guide us in how we're have developed the system and continually to maintain and improve the system so let's talk a little bit about that you know what we did planning wise implementation um to make the improvements so and I'll I'll pepper in a couple of you know Lessons Learned as we as as we went through too that might be helpful so what we wanted to do is um you know globalize and optimize our intakes so some of the key areas that really helped us are you know first the Govern the governance side so put in a a set of governance items to where we could you know manage you know the the type of fields that we're using type of intakes what you know you know the consistency of intakes across um you know the the even down to the notification level you know you know our notifications were you know we had different notifications for each for each area for each intake so we we we added some consistency there and it's really helped from a maintenance standpoint as well um and really getting folks back in the tool and you know and getting things through in a an efficient manner so we you know I mentioned getting back out of the box the notifications you know the standards on field definitions and making use of uh you know the Mont which a lot of folks use configuration versus customization so you know so we really work with you know with our customers now when we have new requirements coming in the you to really counsel them and work with them and make recommendations on you know avoiding customizations but you know go with configurations um you know for for best practice so then again you know I mentioned this as well we really wanted a consistent approach for our intakes so the standard fields for a unified experience so right now and we'll see an example of it here in a little bit to where we're having you know the simple things like a requested for you know always have a requ we always have requested for and we have a a location field that's that's standard across all our intakes so so there wouldn't be a different user experience from intake to intake and making use of that we've added knowledge deflection which a standard feature was with service now um on the you know on the core side so you whereas when somebody starts typing in a description on the intake it and it sees some key words it it make suggestions of knowledge articles and so we've started using that and that's helped a lot as well so somebody gets into it gets into the request they start type in it and then there's some suggested knowledge articles that might solve their issue issue or answer their question they they can um they can review that article and not have to submit the request so that's that's been really good and then making use of you know features we're talk a little bit more about metrics in a little bit Council Center workspace is a big part and I'll talk a little bit about that coming up within that within that collaboration um it's been really huge for us and then we're starting to make use of M the matter management module as well and then the core data and we talked a little bit about this you know this really you know upgrading to the latest architecture for Legal Service delivery and you know one thing I'd suggest too is that we've we spent a lot of time on and I think it's very important is the um you know reviewing the legal service delivery um methods and you know especially around groups and roles so when when setting up our groups we really want to make sure that our groups had access to the right things you know you know obviously inlegal there's going be things that you know aren't available to everybody um you know employment law or HR you know is you're not GNA be able not everybody's gonna be able to see that um so we don't want you know we want to make sure that's locked down there and making use of the user criteria within service now and within the legal service dely module to help with that and then making sure folks have the right role you know are they you know we had the fulfillers you know we have the report users and this and it's really you know really recommend spending a little bit extra time just assure making sure that your teams you know that you're thinking about the the um the group structure and the roles that go with those groups and it really I think will help in the long run and then one of the other areas that we're really concentrating on right now is too is we have a we have quite a quite a few knowledge articles which has been good and we and we keep increasing those um as you know as we get it from our practice areas but really paying attention to the the the metadata and the categorization around those articles for searchability because that's you know one of the you know frequent user um customer feedback things that we get are the searchability of Articles like a a sales Playbook or or whether it's an internal resource or an external resource and you know this so we've really been working hard on our our metadata and tagging of knowledge articles to make it easy to search not only for the the the requestor or the customer side but also within the legal op side as well where they could you know where the legal team member might be using the council assist feature that we'll talk about a little bit um to to look for knowledge articles and then lastly the the assignment rules so assignment rules have really been in the workflow have really been important for us as well so you know whether you know we we talked about the group structure so we you know we might have work that come in that might be so maybe it's a named account so we we know there's a direct assignment there but otherwise it might go to it's it's going to go to an assignment group that assignment group can go you know buy the type of work we can we might assign it you know based on the global location it's going to or the type or the um or other factors we can we can we can easily route that to the right spot and then also we have some folks that some teams that are also doing a a triage methodology to where you know a request comes into a group a smaller group of team members that will look at it and see if they can answer the question first it might be a group of paralegals or might be a group of contract admins that first look at it um and and if they can answer they'll answer it and you know and if not they'll they'll get it assigned to the right legal council so one of the one of the really exciting examples I wanted to talk about was I mentioned earlier I talk about is sales so uh we you know we we had Global sales legal support with Dell and with that when we first implemented and as we imp over our first couple years we had um intakes for each regionalized intakes so so we had six regionalized intakes just supporting sales um you know we had one in North America we had Amia apjc and Latin America and you know we had you know maybe one for channel and OEM so what we did with our re-implementation is looked at all those and we talked a little bit about you know working with the business and looking at the business process rules and how can we consolidate and globalize those so we took that we used that governance and uh rules that we put in place worked with the teams and brought those six intakes into one intake and this is one that we rolled out in January and it's really made for a great user experience for the the the our sales customers on and also our our legal fulfillers as well so with that one intake so we have you know of course it makes it a lot easier to maintain one intake versus six and but it also gives them the consistency to where we have a a unified Global Experience right now for that particular intake and we're doing that with other other other intakes across our practice areas as well so just real quick wanted to show an example of a of one of our intakes and this is very high level but just going to point out some things that are stand are that were really helpful and and it's really simple um you know we're you know by simplifying it it wasn't hard because we really just followed you some of the out-of the-box standards or standards that you might we might see on itm or HR um with with service now so this is a you know a deal on opportunity support intake to where we have you know just are requested for you know just really simple and you know we see across service now to where you know a user can defaults to themselves but they can change it to somebody else with they request on behalf of somebody else location location is key for us on on support you know on maybe particular questions that we're asking or you know particular support types or you know or or other or other similar items so a if a requestor would say I'm in the United States but I'm actually need support in the United Kingdom I could change that and then that way we know that you know when it's routed we're right to that UK team in this particular example and then you know then can have Dynamic topics and subtopics and then once we get there you know we it might be be just a handful of other fields that we ask data on but really really our goal was to keep this as simple as possible so we could have that good user experience to where it's not a not a burden having to fill out a intake form for our customers the watch list has been has been key for us as well another outof thebox feature this really you know gives the the requestor the ability to add Watchers or you know people to keep you know notified of the status of the ticket or the request and you know get copied on the on the communications and then in that describe your request we talked a little bit about earlier turning on that knowledge deflection feature so you know they start typing in things you know I'll give an example NDA NDA is one of our um you know a very popular question within our are you know coming in the Le offs and we have a certain area where you know NDA is supported but but you know that that question for NDA gets asked across multiple intakes so we want to be sure to get them back to the right NDA side so if they start typing it in here they'll see the um you know the links and the um you know or knowledge articles related to NDA to get them to the right spot so so yes so just a couple of examples there and then also you know including you know other deflection opportunities you know links to related article knowledge articles related to this intake you know have those on the intake form itself and then also related knowledge is a you know additional option so we really want to be able to give the user you know the ability to have if it's if there's self-service opportunities to give them the ability to be able to selfs serve and and see some of those things before they have to submit the request so from the the legal fulfiller side that this this is the um legal workspace and this is a generic version from from a personal developer instance but I wanted to talk about this a little bit because it's really important to us um we we did so this is the updated legal workspace that came out a couple releases ago we just ourselves said they upgraded to it and um in January when we did the new roll out so this is the you know the legal council Center in the in the workspace view but it really gives this you know the legal fulfiller and the legal teams a single pain or single spot to go to help you know manage the work and do the work you know whether it's you know it starts off of the you know the dashboard widgets so you know what what what somebody's work is by group um has a configurable workspace aspect of it which we're really are working right now and excited about taking advantage of to where different teams can have different views based on the audience um versus everybody having to see the same thing which is which is gonna be good since we have such a diverse team across practice areas and really gives them a once you know a spot to come in do several things you know see the you know see what requests are out there for their team or their groups um what work that they personally that team member personally has and then actually work the request so if they were example here this a working a request they might come in and see it um and you know work the request and you know interact with the customer and and and close it out but couple things I want to to point out here that we've really been um making use of and and know we're going to make continued use of that's been really helpful for us to manage request are over there on the left side that collaborators feature that's been really good because what this does is is gives our team members the ability to add other team members to the request without having to reassign their request so and it can be multiple folks and it could be across it could be across areas so let's say somebody on legal sales needs somebody from Legal Services to you know to help answer a request they can add them here or in maybe Del Financial Services needs to be added to it they can add folks here and then those collaborators would have the same permission set or same ability as the the assigned to person would and that's been really helpful because previously what we're what we were having to do is to trans or to move that request manually over to a different department um or practice area but this allows it to keep you know within the the correct request and make use of it and you know really helps with reporting visibility and um and the the efficiency along with that so the the in the middle there the compos area you know the ability to communicate back and forth with um you know whether it's internally with the work notes the private or the comments to the customer is good that the activity log is really key for us to see the audit log of you know the interaction back and forth and changes and then the council assist over on the right is something I mentioned earlier about knowledge that we're using but this is really you know the where the the legal counsel or the or the legal team member supporting the request has the ability to go in and you know not only search for you know knowledge articles that might be helpful in answering requests but also other you know they can look at other requests they can look up old requests they can look up links so it's been really helpful here and um and this is one of the exciting areas that I think we'll definitely see in the future um you know where're you know we've you probably heard about the the analysis I think legal is working right now um you know on down the road and future release and and expanding that with some AI functionality which we're really looking forward to seeing down the road and then one other thing have a right there to the very right little little box there but the the email templates the email templ is something else that we're really excited about and we're starting to look at right now on how we can best use it but there the ability to do email templates for standard responses and we're really getting some great feedback from our team members that this is going to be really helpful for them you know especially if there's you know with the number of requests that we get in there might be some you know there might be a standard response that some Fons that they're sending you know a lot so you know by having you know the ability to have you know by practice area or by intake type have you know standard email responses there for the fulfiller to be able to quickly use and add and make a part of this record would be is is really going to be helpful for us and one thing I didn't mention on here that's also been really helpful for us is the email functionality um to where we can you know an email can be started from within Council Center and then the the interaction with with the the CL the customer would all be captured within here so it's not taking place outside of outside of the system and one other thing too that we're really and this is one area I'm very excited about myself got to do do a lot with it is we've really started the leverage and the the ability to automate documents within within within legal uh you know whether it's simple agreements or or letter support letters um you know we using the simple contracts module right now and we're migrating over to the the contract management Pro to help with this so for example you know put a couple examples here we might have say we have some Channel support letters a manufacturer authorization form simple onepage form that you know that that we might have six versions of depending on where it is in the globe or or language choices um it could be multiple versions but there's but the the features within that that contract management Pro um simple contracts both have the ability to manage template rules and manage those templates and one one of the things that that I think that I really like about it is it really it a power user can really manage that we don't have to go to it to to manage our templates we can you know you know we see a lot of changes to templates we can easily do that ourselves on our on the my legal team and work with our customers there even the template rules or you know adding blocks based on you know say I have an agreement in France that has an extra paragraph that the agreement Italy doesn't have um you know you know incorporate that IC into it and then you know have the you know if there's various languages supported um so that's been that's been really helpful for us and an example so we just implemented this P um this earlier this year on on in AIA for some of these Channel support leisures I'm showing here but we had one particular legal council um that I was talking to that was getting 3540 requests for a manufacturer authorization form um via email a month and and and they were having to manually create those so this is all so this with this you know Automation and those you know those lowrisk self-served letters those are automated now so that they're not having to do that so and we're so really working right now on growing this and converting other um letters and agreements into this this model as well and then you know also and this could be both the case for mentioned self-service you know whether it's a digital signature but also with the Adobe sign so right now we we' just started rolling out um agreements with the Adobe sign as well um you know and taking advantage of of those type things to where we just rolled out one that has you know a signature and a counter signature and takes advantage of some of those and then it you know and then the agreement comes back and it's part of the record and so that's so we're really excited about what we're doing with the document request and um you know are really looking forward to expanding that with you know as we go forward and also I didn't want to touch on to on the um dashboards of metrics so I know this is pretty Universal topic but it it's really important to us really important to our customer base um and the clients that we support and if we think we talked I talked earlier about the legal council workspace and one of the nice things about the new legal counsil workspace is it also brought in the the the an the the performance analytics Into the Now the platform Analytics into into the same workspace so you know there's a there's an ability to quickly get into you know the you know to get into the the analytics Center and you know any dashboards or data visualizations can be created there and then give our our team members quick access to you know reports that they need or you know new things that they want to create whether it's um you know around legal operations or whether it's you know Trend analysis with some of the performance analytics and I would recommend taking a look um I know it's small over there on the right but the you know some of the there's the the platform the performance analytics legal pack really has some good indicators there that we're that we're making use of right now too that um you know work with with on legal request and legal matter and some of the other tables um so we're really are also you know excited about you know what we're working on right now with you know to help our customers to give them more insight because they you know certainly for for planning and um and you know transparency to what's going on with the team and where where they support and so we know it's going be helpful and has been helpful to do that and so we're working right now to figure out you know what are the best way to do the filters you know you know we have a lot of you I'm thinking about our sales we have a lot of uniqueness on the delivery model so you know with variables and you know how do we get those variables in and easy um to maintain um and you know that that consistency I talked about in intakes earlier across intakes is really helping us now especially with reporting because we're not we can report globally you know for example report Global sales versus now you know prior we're having look at sales regionally because they were using different fields and different things but now we have that global view so that's another example of where that globalization and that consistency across intakes has really helped us on this side okay let talk a little bit about results and benefits so some of the things we realized I talked you I hit on a few of these earlier but really you know enhanced efficiency so you know because we've you know improved our intakes and added the added some of those you know those those standardized features you know and and and then were're able to upgrade to the the new legal council workspace really have helped you know smooth things that keep things running smoothly and and you know with with the with the metrics and the reporting that we were just talking about also we're always looking for new areas to you know where we can improve efficiency as well you know if you know this you know analyzing um you know the types of requests are coming in or you know things that might come in you know that come in through a a legal inquire you know more of a general legal inquiry you know or other things that we can like change a topic or or additional knowledge articles we can create um you know other self-service opportunities that create so we're always working on that and then you know that leads into the enhanced self-service so we've increased we're increasing our knowledge articles we're increasing you know by the metat tagging and the search you know and the the knowledge deflection you know and then the document um legal document delivery that we were talking about a moment ago really enhanced our self-service um items as well and one of the big benefits too and is is you know we're back to being scalable for the iterative growth and be able to take advantage of all the this you know the the cool features that are coming out with Legal Service delivery um you know and be be set for the future so where we can keep taking advantage of that and not having to worry about oh is it going to work on with what we did but we so we we know it will now and then going back to the user experience both on the user side and legal side um definitely seeing a better experience and getting feedback as to that um you know with the the whether it's legal council Center on the on the um on the legal side or the the the the simplified intakes or globalized intakes on the on the user side and then as we talked about on the number side as well our utilization is going up so you know we're up to 80% and we've seen that grow and our number of requests continually are growing as well so this you know with talking about that sales one that we you know this that we were talking about earlier where we globalized the regional ones you know this quarter over quarter for that one sales one we've you know seen that 40% um growth since that new intake went live so they want to point out that doesn't mean it's we have 40% more work because the work was happening it just this might not have been happening within within the platform been happening in the email might have been happening in the share point but now we have it in that centralized spot within Legal Service delivery and are continually adding there to where the legal teams in the legal management have the ability to go in and manage and have visibility to that work and get in that work in and out and then also from the customer side you know them be able to you know like service now so good about be able to track the status of a request and then interact with with the team you know from from that request you know I think they really appreciate you know having it in one spot so I think I think what we're going to continue to see is we're going to have you know we we're have more and more of our customers utilizing um we're going to see it you know we're really concentrating right now on increasing our self-service opportunities whether it's you know analyzing you know or the new knowledge articles that we can add that would help either our customers or even in our internal Leal side um and then you know talking about earlier the automated letters we continually to add you know additional letters and agreements in automate that and and take that burden off you know our legal councils as well where where possible and then really you know we'll have more we know we'll have more legal team members fulfilling requests within the platform which gives us you know gives us that centralized spot but also you know makes it a lot easier for reporting and visibility and that transparency that we talked about and then really you know we we expect that growth to continue and you know it you know really see Legal Service delivery this module or our my legal module as with service now is is our legal front door to get for for our legal team so little bit just real quickly on our what we have coming up in the future so we so really you know it's going to be our leg we talked about the legal front orbits you know a single point of entry for us you know whether they're you know coming in and they they look for a knowledge article or they need a request or they're going somewhere else you know we're we're using that as a legal front door to get them to where they need to go um it's you know we're going to centralized Communications from within here you know have that all within there so we can manage that and have visibility to it Integrations talked a little bit about it but we you know we're looking working right now you know to on sales side integrating with Salesforce so we you know an account rep puts in a request and we can get the Salesforce information that we need to go along with it to help with that um and then you know continue to standardize a request and you know make sure that we're following our governance rules really excited about you know and that's the big topic these days is AI um but taking advantage of some of the things coming out with AI that are already there with AI um we're working right now on um you know re rerolling out our virtual agent and taking making use of the AI search methodology that that's there now and look you know looking forward to you know the continued AI um capab ities are that come out from service now and then talked about the the um the email templates but also that like it's really excited about that smoother cross Department collaboration using that collaborator feature so where we're not shuffling things back and forth and um you know able to just make that a lot more of an efficient process and then lastly you know really want to say a couple more things about our front door so right now for we in fact this coming Monday we are we are rolling out um the our my legal legal function will be rolling out on Team Member Center so our Adele it our it function and HR function and security function have been on Team Member Center for a little bit but legal we've been work we've been working hard and you know working making sure our taxonomy is right and have all the structure right with the topics subtopics and and our knowledge content so we are rolling out um the team member Center employee center for legal um next week so with that it's really going to give our client that an enhanced um entry point or legal front door to where they can come in and have the you know the ability to quickly get where they need to get um the search the search ability with that AI search um across all the D platforms um you know or especially within legal to get to where they need to get what whether it is lockdown just for legal eyes or whether it is you know for our customer supporting documentation as well to get them to the right intake um we're going to make use we're making use of we're getting a lot moving a lot of things out of SharePoint um into into service now um really you know within Team Member Center there's the ability to do micro sites so we're we're leveraging micro sites for certain areas that have content to where we can you know have that nice user experience with the content that but also that is related to you know the featured catalog items or the featured knowledge to really give that unified experience for the customer coming in to get them to the right spot um and then you know to be able to personalize that experience as well based on what they're looking for and and so we're we're excited about that and we're um you know rolling that out and work working with all our partners right our clients right now to to make sure that um we get the word on that and the change management of that as well so that's going to give us you know the ab the ability to do some of the things that we talked about that streamline collaboration the frictional service and and those type items so really excited about that and I think that's I think that's gonna bring us to the end here Leah on on slides well thank you again Chuck for um just sharing your wealth and knowledge with us today it's always amazing to kind of hear from someone who's actively using our solution and understanding what your journey has looked like um one are the challenges that you faced um in order to implement your Solutions so hopefully everyone was able to take away something insightful from this past hour we actually have a question um For You Chuck from one of our members in the webinar um do you already have an existing integration with another platform for example a CLM so so we do not we're working on we're working on one right now so so for in particular for the CLM so we we do have a a CLM platform that we're that we're working on we're setting integration up with right now um and then we're also integrating with other items such as um Salesforce so we have an inter we use we Salesforce and we have some other internal systems too that we're that we're integrated with so we are leveraging Integrations so we can make that part of our legal front door so let's say that they came in they come in through our front door and you know as we evaluate the request we see okay okay this this needs to go to a particular system so it could that it could pass through that integration to the CLM in this in that particular case or whether or whether we bring data send data back and forth with a Salesforce or something like that and what about document management or SharePoint that was another question on top of that yeah so we're so for for document management we do we do have a we have a a contract repository that we use with um with knowable and then we that we you know that we we have the ability you know through other systems to to pass that data too um but we don't have we're we're right now for the for the documents that we're doing the the automation letters and things like that we are maintaining those and storing those in in on the platform right now on service now platform and which has worked for us as well and it's there's you know there's other areas like there's an agreement I know we going be sending um a URL back to Salesforce so the document will reside in in service now but the there'll be URLs available from Salesforce get back to that document service now so right now the you know the this the the lower complex documents that um that we're automating we're we're keeping within service now awesome well thank you again chuck if there are any other questions that are coming in last minute um feel free to pop those in the Q&A panel I'm just going to run through a couple resources that we have um available for you all um so these will be dropped um in fact my team memb already dropped them into the chat um so please go ahead and check them out um obviously our legal service deliver product page um has bunch of resources we've got um videos demos data sheets all that you can um imagine and it's a great first place to start um and understand a little bit more about um our solution and then other two um assets that you will see on that product page include a um a white paper and a report that we've done with Gartner so really highly recommend checking those two um documents out I think they can definitely shed a lot more information um about not just service now but just legal landscape in general yes if there aren't any other questions that we have for today um I'll go ahead and um give everyone some time back thank you again Chuck and thank you all for joining us um today we can't wait to see you at our next upcoming webinars please stay tuned on our live and service now Community page um we will be giving you all a lot of more great content um shortly thank you thank you