good morning good afternoon everyone my name is shafat sad and I will be uh one of the hosts of this session uh what's new in Xanadu for Legal Service delivery and contract management Pro and I'm joined with my colleague John loaf we encourage you to attend a few future webinars here at service now um there is a QR code on your screen and um there should be a link in the chat as well so please do uh check for upcoming webinars a you uh housekeeping items uh firstly uh we will have a Q&A at the end um and you can feel free to go ahead and post questions in the Q&A panel on your screen it's on the bottom of your screen and we can go ahead and address those this webinar is recorded and it will be shared at the end of this um and um after the event you will be prompted to fill out a short survey and that really helps um us improve these webinars so please go ahead and fill out that survey for us some of the information that you may here in this webinar is uh uh in the future and this is our sa Farber notice saying that essentially some um capabilities or schedules may change in terms of the agenda um we'll first cover legal an overview of Legal Service delivery talk about what's new in the xano release um have a short demo and then I'm going to hand it over to my colleague uh John who will uh do the same for contract management Pro so first we'll start off with an overiew view of Legal Service delivery when we talk to Legal departments one of the some of the challenges that we hear from organizations is that there is an unstructured intake process a lot of the intake is done manually uh over multiple channels such as email phone calls uh direct messages and it's typically unstructured and very manual sometimes uh information is tracked with just an email or perhaps a spreadsheet and what that does is that it really um creates a lot of delays in the service that uh organizations have through legal and so the secondly is that there's an in inefficient resource allocation prioritization it's very hard for legal teams to figure out you know who are the right people to be working on uh different uh projects how do we allocate resources and the third is just lack of insights um if you consider you know your typ a legal department you know they're very very busy but if you find if you ask hey what are you actually doing it's very hard to get those insights and so what legal service delivery does is IT addresses all of these areas by providing a structured intake process through a legal front door which is the employee Center um and that also uh helps route the request to the right areas within legal um and there is a set of outof the-box legal workflows um to uh decrease the the time it takes to uh set up uh these workflows secondly is increasing uh practitioner productivity so legal staff paralegals lawyers and so forth they have a single legal counsel Center that gives them at a glance you know what are the different cases or matters that are coming in and insights through dashboards into ongoing demand and and Trends Legal Service delivery Works alongside other service now products such as our itsm HR products workplace Service delivery procurement Service delivery and it's all really focused around the needs of the employee Legal Service delivery uh enables triaging of repetitive legal questions through self-service lawyers don't need to um you know uh spend effort uh answering questions that could be uh very easily uh answered through self-service helps prioritize legal requests uh and Route them to the right areas which improves uh productivity and helps identify Trends to improve service quality Legal Service delivery is targeted at corporate legal departments and who are uh manually uh processing legal requests and projects um and uh dealing with uh four response times to employees by providing that legal front door as an example you see it on the screen here for that structured legal intake the self-service making sure the requests get to the right practice area the legal council Center uh is that One-Stop shop for the legal team to see what is happening what should they be working on as well as insights and there are 13 uh workflows that are included with the product for common legal uh processes uh one of the key benefits of Legal Service delivery is that uh it dramatically deflects the uh number of cases that are coming into legal as an example 87% of the legal requests that were coming into a a very large government agency were deflected through self-service Legal Service delivery has evolved over multiple years uh it was introduced in 2020 and this is a view of um the last six family releases of service now and shows the progression of the capabilities we have been introducing with each of the family releases so you will see with the U uh Washington release and in fact even earlier than that we introduced contract management Pro which is a new paid add-on to Legal Service delivery that that John's going to talk about now let's talk about what's new in uh Legal Service delivery for the Xander do release one of the feedbacks that we've heard from uh or our customers and and organizations is that um many times the legal team lawyers and so forth uh are spending most of their time in Outlook uh in in emails and they wanted an easier way to get the information from Outlook into Legal Service delivery and so our solu ution to that is by through a Microsoft Outlook integration we have a new addin for Microsoft Outlook that enables fulfillers when we say fulfillers we mean the legal team so lawyers paralegals legal Ops team members uh enables them to create legal requests um and repopulate the information directly from Microsoft Outlook um and they can uh uh include the actual email itself as well as the attachments to the email simply by drag and drop and it enables them to find legal requests related to the emails uh very easily or search for other uh uh requests that they are working on right inside of Outlook this works on both the the desktop version of Outlook as well as the web version of Outlook the second capability we've introduced is AI powered request categorization and routing what that does is it reduces the time spent by the legal team in trying to um categorize uh General legal requests as well as routing them to the right person so we use two U service now platform capabilities to do that the first is predictive intelligence which is a machine learning technology that can look at uh the general legal request looking at the text and then determining what category of legal re EST this is and then secondly advanced work assignment will then route that uh request uh to the right practice area in legal and even the right person uh within the legal team based on their availability capacity um and their skills so now we'll get into a uh quick demo of both of these capabilities so here I'm showing um Microsoft Outlook and um I am logged in as Susan who is a fulfiller she is a paralal within the legal team and some employees are uh emailing her directly she's has a relationship with some employees and they're emailing her directly in this case Nicole um is uh thinking about um evaluating some new uh gen technology but is concerned that um there may be some legal implications so she's asked she's reaching out to legal and asking for a risk assessment for this gen capability so using the new Microsoft Outlook addin um Susan is simply going to uh uh hit a button and bring open up the new um uh LSD addin for Microsoft Outlook so on my screen on the right you see a new panel that has opened up right inside of Outlook and with this she H simply hit new and uh select a category um it's defaulting to General legal request but you can set this up for any number of different types of uh intake forms she's going to go ahead and create and now some interesting things have happened in this uh new this General legal request you'll notice the requested for field is automatically filled out as Nicole because that who is the sender of the email um the summary description has been taken from the subject of the email the risk assessment for Gen and the description has been taken from the body of the email there are some suggestions in terms of other types of uh whether it's catalog items or uh knowledge articles that may be related to this but Susan is just going to Simply go ahead and submit that uh and just by two clicks you know hitting my new selecting General and then submit um that legal request has been created and there is the request number now she can close it and now the panel on the right has been updated to show that this legal request 4071 has been created for this particular email what's great about this is that um when Nicole comes back to Outlook and she finds this particular email from Nicole she will always see that the legal request that was created from that email now she um uh Susan wants to actually go and work on that legal request she can simply hit a the the icon here and is taken to the legal council Center and with in the legal council Center she can see all of the information about the work that is happening and what she's working on and you'll notice on the left side here her inbox is that uh request and she can go ahead and accept it now um some additional steps have happened using the new AI powered categorization and routing that General legal request has already been assigned the subcategory of risk assessment and it's been routed to the legal department you'll see a banner on the top here that is uh showing predictions available um so the uh predictive intelligence had a high confidence level uh about the cat oration for this request and therefore has already selected the subcategory and the uh department now this does require training on uh data on customer data so when this is uh turned on um it has to be trained on several thousand cases before it can uh build up that confidence level to be able to do that if it does not have high confidence if it's medium or low confidence it'll make suggestions on these values as opposed to actually uh filling in the values now Susan wants to just go ahead and start work and she can work on uh on this uh legal request and she uh over time uh get some additional information from Nicole uh for example uh an additional document um so here you'll see an additional email that was sent from Nicole and uh What uh what we'll do next now is just go ahead and open that panel again and she'll find that legal request and then she can go ahead and uh attach that document so here you see the file attachment she can go ahead and then either by downloading that file from Outlook or simply dragging and dropping she can go ahead and then uh upload that legal request and it's been attached here um this attachment can be stored in service now uh or one of our Integrations with um One Drive Google Drive IM manage box any number of thirdparty cloud storage systems when uh Susan goes back to uh the legal council Center and wants to work on that he can simply uh go and click the attachment icon and sees that that attachment is there now Susan has all the information that uh she needs to process this and she's going to go ahead and simply close this uh request types in a few notes about it and closes that request there we go and now um you've seen that the start of you know the email coming in the new legal request has been created has been categorized and routed and completed so this shows the power of both the Outlook integration as well as the new AI request uh categorization and routing now I will hand it over to John to cover contract management Pro awesome thanks Sho go ahead and share my screen perfect um so ASO mentioned my name is John loaf I'm the director of outbound product management for contract management Pro what I'm going to be going through with you today is just a high level overview of what contract management Pro is again and then what was recently released in the xand do release so know before we actually get started into what contract management Pro is I want to talk about the current state of contracts everyone on a personal or professional level interacts with contracts to some degree for individuals this can include cell phone contracts apartment lease agreements or auto loans for businesses this can include purchase agreements ndas msas partner agreements much more regardless of the use case a contract is important because it aligns two parties on the expectation what's going to be provided and what quantity what interval and what penalties will be incurred if the contents of the contract are not met this really helps uh businesses plan for Downstream processes that rely on those services or goods and as companies grow the volume of variability within the contracts also grows which is when organizations start to feel the pain from a cumbersome contract management process and at a certain point companies recognize that it's not sustainable to grow their business until they mature the fundamental process of contract management now that a company recognizes the problem what do they do they typically look towards software and our solution at service now is what's called contract management Pro contract management Pro is a thoughtfully built out contract management solution designed in partnership with our customers as well as legal professionals both internal and external to our organization to help solve for the most common Contracting problems that they're going through today as it relates to six key areas we we have the ability to manage the uh the requests for a new contract to be created or one to be reviewed we manage the entire Contracting process directly within the now platform on uh CM Pro and then once those contracts are ready for execution we have pre-built Integrations through docy sign as well as Adobe sign that way you can collect electronic signatures we also have wet in signature capabilities built into our platform as well and then all of those contracts once they come back are going to be stored within a centralized repository where you're going to be able to take advantage of our search capabilities to search within the text of those contracts as well as the metadata that you've been able to capture along the way in addition to that you're also able to pull out relevant obligations such as contract renewal dates and then set up automatic reminders to notify relevant parties or groups of the uh of the upcoming contract renewal date that way they can start taking action on those contracts well in advance of the expiration thus reducing risk your organization from contract lapses and because everything is done within CM Pro on the nowat platform we're going to be able to provide your contract fulfillment team Rich analytics through out of the box reports and dashboards that's providing them the much needed uh data to help make better data driven decisions so knowing that contracts are an integral part of any business and they exist in every part of a business our strategy for CM Pro is for it to be the platform for contracts across the entire Enterprise regardless of the use case or where you want to start modernizing your Contracting process cm has out of the-box plugins with workflow Solutions which can be easily turned on when needed what this means is that although you might start with a single use case in mind expansion to other use cases can easily be managed with contract manager Pro all on the now on all on the service now platform so what's new for xan to do converting quotes to an order form is typically a manual process one that requires copying and pasting data from a cpq system into a contract template or even to Legacy CLM a non-integrated and manual process introduces risks to the organization risk from typos inconsistent language or incomplete information and this uh can also introduce risks to an organization not being able to meet projected booking targets with our native integration between contract management Pro and sales and Order management we can reduce this risk while improving on the overall quoting and Contracting process for sales sales offs deales and legal when using this integration our customers can expect improvements in contract turn around times th increasing the likelihood of meeting or exceeding forecasts mitigate risk from inconsistent Language by using pre-approved contract templates increase visibility by sales allowing them to know where uh where a contract is in the assignment approval review or execution process which allows sales to know who to follow up with and an automated workflow ensures compliance with the required approvals now with that I'm actually going to jump in and walk you through the product in action so what you're looking at here is sales and Order management and assuming that we've already gone through the process to get a quote approved by the customer that we're working with the process when using CM Pro integrate into sales and Order management to convert that quote into a contract is a rather simple process by going to this more options button in here we can go to initiate contract and then you're going to see a model that's going to ask you some very basic questions such as do you want to use your own contract template or are you ingesting a contract from a third party in this case because I want to convert a quote to a contract I'm going to select own paper and then I can say what contract type with CM Pro we're able to manage a variety of different contract types in the case of the demo I'm going to be using a sales contract but for other use cases whether it's an MSA NDA um or S so those are things that we can either manage by either creating them automatically within our platform as a standard language contract or we can ingest those as third party paper from the suppliers or customers that you're working with as I select sales contract I'm going to click initiate and that's automatically going to start that communication directly on our platform between sales and Order management and CM Pro within this now you're looking at CM Pro and if we toggle over to the contract's document section you're going to see that a sales contract was automatically created now this process in a manual state would have taken a salesperson or sales office person easily 20 30 plus minutes to a to take that word template modify the information so it's relevant for the customer that you're working with and then be able to review that well we're what I was able to show you with uh was within a single click of a button we can automatically identify the appropriate contract template take the information that exists within sales and Order management and automatically pull that together into a uh curated uh sales contract directly for that customer now let's go ahead and review that document though in here is a click preview document we can automatically see the contract that was created in here you're going to see all the relevant information about that customer including the name and the address as well as a table a dynamic table which includes all of the different line items from that quote this table can shrink or grow depending on the number of items that need to be included so this is going to be a very uh specific document that's going to be uh created just for the customer that you're working with in addition to that we also have the ability to leverage our Clause Library for the contract generation and what that means is depending on the types of products he might be selling who the contract uh who the customer is or where they're even located we can include or exclude language uh that way the contract itself is fully relevant for the entity or the customer that you're working with now at this point from a sales perspective everything looks good now I want to actually send this off to my customer so they could actually review it to do that all we're going to have to do is go in here go to click ose email we can identify the contract that we want to send to our customer and then we can automatically identify who we want to send the contract to and ask them to do something please review contract once I send that contract uh send that email it's going to be automatically logged within our activity section thus giving the sales rep or the sales off person full visibility of all the different actions that are being taken on this particular contract request and then the uh external party that customer is going to receive an email like they normally would with an attachment for them to review in here you'll also see that there is a full section in here on the actual contract uh record to let you know the status of this contract and I'm going to show you a different parts of this demo on how that's actually going to be updated from here we'll see the activity section has been updated we can see that we sent the contract directly to our customer but let's go ahead and pivot and show you what the customer is going to be able to see by switching screens in here we're going to see that a new email had come in within that email we could see the note that we added in here and then a copy of that contract if I were to download a copy of this contract from a customer's perspective I can open it up and I can review it because I've already been in contact with my C uh with my sales rep I know that all the correct items are in here the price looks good but there's one thing that I'm actually very interested in which is our payment terms in the case of um in the case of my company I want to make sure that all our payment terms are standard so I'm going to be requesting for a payment terms of net 30 from here from a customer perspective I can either Redline that document or alternatively I can just reply back to this email saying please update payment terms to net 30 I can send that and that's going to be automatically sent back to the sales rep and it's also going to be logged within the contract management record itself in here I'm going to now pivot back to the sesar perspective inside uh CM Pro I'm going to wait a few moments while that refreshes and because I also have received an email as a as a cc I can start taking action on this or we can also wait for the activity stream to be updated you notice that the activity stream was just updated in here and in here we'll see what was actually asked which is to update the payment terms in this case this is not something that I can actually make the decision on so I need this contract to be reviewed by my legal team to do that all I have to do is go to request changes put a note in here to say what needs to be done please update terms to Net 30 and that can submit that now that contract is in a POS state for at least me and the notification is going to get sent out to my legal team so they can start reviewing the contract and then so they can make the decision on whether we want to accept or decline the the change to the contract itself switching roles again I'm going to go into a legal Persona uh in this case is able tutor what you're looking at here is the contracts workspace this is the place where your contract fulfillers are going to be able to have a Consolidated view of all the contract requests that have been coming in regardless of whether they're coming in from sales and Order management Source procurement operations or legal service delivery and this is also going to keep track of where all those requests are within the assignment process if I were to um refresh my screen I'm going to see that a new request had come in that was submitted through sales and Order management by my customer or by my sales rep as it open up that request I now would have the opportunity to take a look at all the details of that request itself I can see what needs to be done in here which is we need to update the payment terms to Net 30 that's within my purview so in this case I'm going to click assign to me and I'm going to start working on this particular contract in this case I can toggle over to that contract document tab open up that contract oops excuse me I'm going to preview that contract and then I'm going to be able to download a copy of this and start making modifications on it so let's go ahead and download the contract let's open that up in here I am going to scroll down to the payment terms I am going to update this to net30 and then I'm going to save that going back in into the contract request record I can go to create a revision I can add a document directly from my computer I can say what actually was updated so payment terms updated to Net 30 and then I can sync my documents once I do that there's nothing else that I need to do from a legal from a contract fulfillers perspective so I'm going to send this document back to that sales rep so then they can actually send it off for Signature switching back into uh my sales reps Persona I'm going to go and refresh my screen and then we're going to see that in within the activity stream once again an update the activity stream is extremely important because anytime that you have a requester as well as a fulfiller there needs to be two-way communication and full visibility on where the request is within the assignment and review process in this case from a salesperson perspective they don't need to actually message the contract fulfiller either through teams slack text message or phone call they can just go into the request directly within CM Pro and automatically see where that request is in the Fulfillment process in this case I'm going to go back to the contract document tab I now can preview this document again taking a look at that contract we can see that the net 30 has been updated in here so everything looks good to go for me so I'm actually going to send this off to my customer to collect an electronic signature on that so to do that all we have to do is click a button and it's automatically going to take that document it's going to add all the appropriate signatories to that contract and send it off directly to our customer using one of our pre-built Integrations either through Adobe sign or docky sign and once again if you are working with a customer that doesn't accept any electronic signatures we also have the ability to collect a wet ink anwers directly on CM Pro as well so from here I'm going to do one more thing is point out the fact that our sta has been updated once again throughout this journey and then I'm going to Pivot over to my customer's email we can open up that email we can review the contract and then they can sign it review it and sign as they normally would the quote line items are exactly what I expected we can see that the payment terms has been updated as well so let's go ahead and sign this contract and send that off in the case of a uh of the demo I only had one signatory on here but of course in a real world experience if you have one or multiple different uh signature um signatures required for your contracts we can absolutely build that in and those can be automatically added directly to the contract request but in this case I'm going to Pivot back to my sales perspective refresh this once again we are now going to see that automatically this contract request record is now closed we already complet uh received the signed contract going back into the contract repository record now which is a new tab that popped up because we uh have a signed contract in here we can Now preview the signed contract that we received back so in here we'll see the signed sales contract that order form with all of the relevant signatures on here so what I walked you through was our sales and Order management integration with CM Pro and how you can automatically take a uh a completed quote and convert the contents of that quote directly into a sales contract within a matter of seconds you I also showed you the ability to manage the entire negotiation process of that contract with internal external parties directly within contract management Pro and how we can use pre-built Integrations through docky sign as well as Adobe sign to to collect electronic signatures and how all those contracts are going to be stored directly on the now platform or alternatively you could store them on one of our uh on a third-party repository through one of our pre-built Integrations through one drive or Google Drive so with that that's actually what was released in xandu for CM Pro