Streamline Your Sales Process with airSlate SignNow's Automation Tools for Legal Services

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hey everyone welcome to the legal service delivery getting started with webinar I am God of devanji and good morning from Dallas Texas so we have a good good audience here so we'll get started so one second yep we have a good audience so we'll kick off with uh an introduction so I'm gaurav from the products uh product success team and uh I uh what my teamwork says is is making works with is making sure that our customers get the most out of their product investment in this case with their Legal Service delivery investment and I'm based off of Dallas Texas and I have with me two of my colleagues from the legal service delivery business unit will be helping answering some of your questions as well so I have senthil who's the director for our for the inbound product team for LSD and we have Justina who in fact comes from a legal background who is our lead SC for the legal service delivery application so will be trying our best to keep a track of all your questions as as you have them along the webinar and trying to answer it some of the questions we may answer live and there's a q a section that we have planned at the end of the webinar where we will dive in deeper into some of the more detailed questions that you have a quick note on our Safe Harbor so some of the statements that we may make uh that pertain to roadmap maybe forward looking and they may change as we near the India that gate so anything that we say on roadmap or any future capability is covered under the Safe Harbor so uh the agenda for this webinar so the intent here is uh essentially making sure that you understand what the legal service delivery app contains and as you're planning your implementation Journey you are aware of the tools that are available to you to make sure that uh you help streamline the business for your customers or for your organization so we'll start off with the legal maturity model the different phases of implementation that you can plan we'll do a quick overview of the components that are delivered as a part of the legal service delivery application and then we'll dive deeper into deep into some of the more foundational components legal request and legal matter to uh and and see how these building blocks essentially fit together to make sure that you can help translate the legal processes for your customers and then we'll briefly touch upon the legal practice area applications and the Q a at the end of the slide tag there is also an a list of assets that have noted so and this slide deck will be shared out with you so in case you wanted to dive in deeper or if you had any more questions that's where you can find the resources to do so and a quick disclaimer about some of the slides that you may see so you may realize that some of the slides actually have a lot more technical information then I cover during this presentation and that is by Design since uh we want you to have those resources and we want you to have that information but as a purpose of this webinar uh my goal is to make sure that you understand how these parts fit together and in what particular use cases uh they are used so that is the main intent but at the same time I still want you to go away with all the technical details so that when you're actually implementing with your partner or yourself you have that information to refer back to and uh we will dive into some little technical details as a part of this webinar some configuration items so at in uh so you uh if if you are coming from a legal background or a more functional role you may feel uh you may see that some elements are a little technical so uh bear with me on that and on that note if you wanted a more uh business oriented session we have uh that planned as well on April 19 that's where our legal uh general counsel Russ will be having a panel discussion with some of our customers as to how they are driving uh Legal Service delivery in their organizations as well as in-house at servicenow so we'll copy the link to that in the chat so feel free to register for that webinar as well if you haven't already so diving into this session we'll start off with the maturity model so as you're starting out with your legal service delivery Journey the first step or rather the first phase that we are trying to accomplish is making sure that we move off of spreadsheets and emails when it comes comes to both submitting legal requests or request to legal as well as working on those requests so as a part of any implementation the recommended First Step would be to list out or identify all the legal workflows or the types of legal requests that the legal team is getting either over email or phone or any other channel that you may have and making sure that those are translated into the service now as requests or matter in the servicenow legal service delivery application and at the same time uh we also need to make sure that those requests are routed to the right teams so you can set up routing rules based on the types of the request or any other parameters so that would be the first step or rather phase one of the recommended uh recommended path for adopting Legal Service delivery The Next Step would be diving in deeper into each individual request so you know you may identify a particular request a legal request that has a set of fixed a fixed number of steps that need to be carried out so for example if there is like uh investigations workflow then it will have uh an investigations like an interview phase and a remediation phase so you can define those activities in the workflow itself so that every time that request is uh worked upon it's the same set of standard activities that take place at the same time you can also look at some Integrations like e-signature and stuff so that is the second phase I would say diving in deeper into each individual workflow to make sure that uh there is some uh you enforce the standard process to one drive efficiency and to reduce costs through you know shared services the the third step would be if you have more advanced Integrations with any other legal applications that you may have in your organizations so to add one more level of automation to the workflows that we may have previously defined so to reduce the swivel chair if I mean and at the same time we can in this phase in the third uh phase we can look at kpis and insights to make sure that uh our Executives have the right feasibility into how legal is working to try to help so that it can help minimize the risks through those so we'll discuss the use cases for each of them in detail but this is the typical recommended flow so we start with making sure that we get off of spreadsheets and emails then we add some Automation and as the third step we add more Automation and make sure that we have the right insights thank you and these are the core components that uh that are that come with then you can Service delivery application the one here on the left legal request management legal matter management Council Center uh some of these will cover in details and as I said previously we will try to see what use cases uh are the best fit for each particular component and how these components work together with each other at the same time we have these legal practice area apps which are made using these components as well but they are for specific use cases and they have some prefect Integrations built in so as a part of these apps you will also get if you decide to these apps you'll also get some predefined intake forms that you can use as a reference and build on pop-up once again we'll dive in deeper into all of those so starting out uh first step um ensuring that legal self-service and the legal intake process is translated into servicenow So currently you know as an employee if you look at it let's say if you may have a request for legal so some of the common requests as an employee that I may have is I have some marketing content that I am publishing and I need legal to approve it before I do um I plan to sell my rsus and then I need a stock pre-clearance before I do or I'm collecting some personal information and personal information in a new system so I need legal to approve that I am clear to store you know employee names and credit card information in that particular system So currently um many organizations that we've talked to currently they have a defined mailbox um they have a defined mailbox where the requests come in and essentially then they are tracked through spreadsheets and it often happens that you know some of the requests are lost or they get more uh they take more time to process or overload or multiple people end up working on the same request so first and foremost the the goal is to streamline the intake process as well as the routing process so the intake comes in through a servicenow uh a service now portrait where the employee can go in and enter in the request and then based on the nature of the request it can be routed to the right team so that the leadership as well as the teams have a clear understanding and an idea of the task that we are working on and these are some of the user facing elements of it so this is the employee Center Legal Service delivery topic page so as you can see over here there are some requests as well as some articles that the employee can read so they can filter by request or they can filter by article and based on the request that they want to make they can click on the appropriate request form and enter in the details at the same time you can add uh you can have a virtual agent capability to help Drive the deflection even further so if some of the things are fairly straightforward you can look to deflect them so for example uh strongly a pre-clearance if they are if the person in question is not an access person who does not have access to uh informations uh internal information as well as you know if they are within the stock trading window then they can skip submitting that request and that's where the virtual agent chatbot can come in or they can also read a knowledge article to help private reflection so this is the process where essentially as an end users or a requesters so I come to the legal page I read the knowledge articles and then I find the right request I submit that request so as you can see over here in this case the request has certain mandatory fields which are specific to the the nature of the information that I am submitting so this can be configured and once that is submitted I have access to my request legal request where I can track the activity I can have a conversation with the legal Ops Team Member who's working on my request I can attach additional items this is much better than me having sent an email and wondering whether it has been picked up whether it's getting the attention what is the estimated timeline and that email chain having a list of attachments and other uh correspondence that I may have sent them and from the legal Ops Team perspective this is the view that we have so this is the legal council Center so if I'm a part of the legal Ops Team I can go to the unassigned request for my team or rather my an assigned request that I am I have access to and I can either assign it to myself or my manager can assign that request for me so depending how the process is you can define those workflows and then once I dived into the request this is my view as I'm working on the request so I can get the details I can see the intake information that the that the requester had submitted at the same time I have access to the council assist where I can search for knowledge articles internal knowledge articles uh that may be related to that request or I can search for other similar requests so this is the flow and we'll dive in deep uh deeper into the request management a little more so let's say that I'm submitting a request for Content review as we discussed earlier so I have some content that I need reviewed by legal so in that case um first of all I I'll identify a practice area so for my friends who come from an HR background think of it think of practice area something similar to centers of excellence so you can we can identify a practice area and each practice area can have multiple intake forms associated with it so over here in the screenshot we have the general practice area and in there we have the content review intake form as well as a general legal request intake form we can Define practice serial weeds who have visibility into the practice area at the same time more of a technical sideway but we have these predefined practice area tables so you can uh decide what uh you know where the decide uh what table the data comes to as a part of the uh that is submitted to the intake forms and we have these delivered out of the box practice area tables and there's two sets of practice area tables uh one extending request and the other one extending matters so you have so this is the one extending request so there is a similar set of cables that extend matter and we'll dive in deeper into the request and matter but just want to call it out and on the content review example we have the concept of record producers so this is where you define the questions and the variables and the intake that the question that the user answers so you define the fields over here so I've defined the field for content type and the values then purpose and approval date and you can optionally make things mandatory you can create a field for attachments and make it mandatory if needed so this is where you define the part that the requester sees and where they enter in the information the next is intake forms intake forms is where it all comes together so we defined the record producer and we Define the practice area so this is where we tie it all together so in-tech forms is essentially a record where those two are tied together at the same time you can Define additional assignment rules so whom does the request get routed to as well as you can Define the templates matter templates we'll get into those in more detail and you will you can also Define certain options as to how the request is fulfilled so essentially you know you can decide whether the request can be reopened and you can define whether if that request is promoted to matter then the assignment group is editable we'll get into more details but that was the request side of it and then we have uh external storage capability as well optional but at any point if you had a requirement let's say that any attachments that are attached to the request need to be automatically stored in a third party uh file system the ones that we support support right now box Google Drive OneDrive SharePoint but um in that case or let's say a part of the request is uh an e-signature and that signed document should be stored at a particular folder in your company box where all the signed uh ndas are stored so in that case you can Define these Integrations fairly straight forward and out of the box at the same time you know when we'll be working with matters if there's any artifacts associated with that matter and if you wanted them stored at once you know a single repository that's where you can define it just a quick note technical note in terms of security that out of the box Whoever has access to the record so the legal request record or the legal matter record will be given access through the a record uh through the integration to that particular file on the external storage as well which you can change them and instead of seeing direct attachments uh in the legal council Center you see URLs to the attachment that you can click on and go to and change the retention policy if needed and change the access if needed once again optional but just want to call it out and here are some of the other things that you can configure as well as a part of request so if you know a Content review request you wanted a standard standardized response for every content review request you can create a response template to automate the message or to have a reusable message to ensure consistency and a proper standard in in the experience you can configure knowledge bases and attach them to the intake forms just to ensure that there is proper deflection and assignment tools and notifications along the way we have the concept of legal counsel Center as we discussed previously this is where uh the fulfiller so the legal Ops Team essentially come in and work on the legalrequest that come in so they have uh they can add in notes to the requester and they can have a conversation with the requester to request additional documents this is something that I particularly find super useful and our customers uh find valuable as well the ability to search on similar related requests so that if there is precedent for something then they can just you know piggyback off of that and respond to the request database or if there is a knowledge article they can look for it so they don't have to leave this screen to go around looking for additional stuff to support then fulfilling the request and legal counsel Center you can it is you can add additional forms and lists but this essentially is supposed to be the one place that I would say 95 of the legal Ops Team who are working on request and matter need to be in service now for advanced users they might want to go to other servicenow views but the recommendation is for the legal Ops Team to have everything that they need within the legal council Center itself just so that it's it's a little more streamlined and straightforward and they don't have to go around looking for things and this essentially is useful uh as we have noticed for the legal teams who may or may not be as used to working in the servicenow application so this is a good starting point to helping them you know getting their feet with servicenow instead of them seeing that uh you know being overwhelmed with the lists and forms and the number of options that they have to select from and work on so this essentially is like a streamline to the point of view that they can this this can be the only thing that they'll have to worry about for most audiences and we talked about um submitting the request so we also have the capability of submitting a request in Mobile and through the now mobile app and from a fulfiller in the now Agent app you can work on your legal requests or legal matters as well so here's the view for that uh I see a lot of questions there so we'll pause after legal matter management if there's any items since these two topics are fairly tied together and uh yeah so in terms of uh legal matter management so think of a use case let's think of a use case where I'm submitting a request one of the things that we talked about was the Privacy assessment so there is this system knowledge 22 knowledge 23 let's say so I'm collecting uh employee customers or employees personal information first name last name as well as let's say some address mailing address and credit card number as a part of my confidence registration so now I've submitted a request to legal for a privacy assessment to ensure that I'm cleared from a legal perspective to store this information in this system so as a legal fulfiller a legal Ops Team Member I get this request and then you know I use the council assist as we talked about previously to see if hey I don't know what the system is let me search if there is a knowledge article on the system if if we have a clear from our team to store that information I don't find any knowledge article let me see if there is an existing request if someone has made a similar request to store such information in the system in the legal counsel Center all within this screen I don't find it either uh you know what I don't know enough about this system and I need more a technical analysis of this which will need additional works so that's where I would promote this to a matter so essentially on this form I have this option to either create a matter or tie the request to an existing manner so in case there's multiple requests having uh you know tied to the same investigation being carried out they can be tied to the same manner each request doesn't have need to have its own matter but essentially you can promote a request that needs any additional work or needs cross-functional work to a matter so as a legal Ops Team Member I will click on the create matter and I will select the method template over here so what the method template is is essentially the tasks and phases and some of the predefined values that are said to matter uh that are added to the matter record that is created so in this case since it is it ties to privacy I will select a privacy template over here what it will do is it will pre-populate some values for the method that is created so it will in this case it populates the practice area it populates the sinewin group so it gets assigned to the right team it gets assigned to the right owners and in addition it creates these two phases for me since I selected the Privacy template it creates the project evaluation and the rest definition phases and it creates some task as a part of those phases so each task is tied to a phase and that task can be additionally assigned so when I promoted that request uh privacy request to a matter I selected the Privacy template it automatically created these phases and tasks and now it assigned a task to the IT team to carry out a security assessment for that new system in question and uh provide a readout of the risk and any mitigation so once I have that information in the matter that's where I can go in and put in those details to the end user that uh this system needs to have these checks in place or this is the mitigation strategy or essentially however I may want to respond back but this the concept of matter help me collaborate with I um it team create additional tasks and then help respond to the uh to the end user end user's request similarly in some cases you may want to create the matters directly so if there is a subpoena that needs some work so end users usually won't submit a subpoena as a request it it has to be a matter that is created directly so in that case you can create a matter directly as well or you can promote it from a request uh what is the difference between request and matters is one of the common questions that we get so think of request as something that is usually more straightforward to respond to and answer so a Content review can be a request matter is something that needs additional work that can take more time to complete is some of the is a likely parameter as well that you can determine whether you want to have it as a request or a matter or a request that can be promoted as a matter some of the you can also you know see if uh you know you need cross functional collaboration so in case you need a task for the HR team pulling into in that case it can be a matter where you create a task for the HR team and that task is tracked as a part of the matter requests do not have tasks associated with them matters too and as a part of the matter you can have uh so this is the matter uh Council Center so as we talked about phases we talked about tasks uh we can have related requests so each matter in this question can have several requests that are that are related to to this particular matter and we can have artifacts and Milestones so artifacts are essentially any documents or emails or anything that may be pertinent to this particular matter and in this case previously tying to the external storage discussion as well you can make sure that these artifacts are copied over to your external storage so that was matter matter template we briefly discussed uh so this is um you can define a template which and this helps to standardize the way matters uh the the way matters are worked at so in our previous case we talked about subpoena so a subpoena let's say it can have two matter templates we can have let's see investigations or is it clear or e-discovery so I can uh and in the investigations matter template there's two things that I need to carry out each investigation matter template will definitely always have these two phases for fact collection and the remediation and each phase will have a task associated with them so in this case uh We've defined these uh default values that get assigned so whenever a matter is created as well as the phases and tasks that are assigned and here's the task uh mattered phases and test templates so with each template we are defining what are the phases for that particular template and for each phase we are defined what are the tasks for that template the goal being to standardize standardize the way each matter is service so that if I'm working on a particular matter and if my colleague is working on the particular matter the way we think about it is similar and uniform and the task that needs to be performed are defined as well we have the concept of record producers once again in matter so in we talked about the subpoena example so we can still Define the intake form that the user needs to enter and the fields that will be captured a little technical note that I've added over here that this is how the templates that are entered in this field are translated over to the tables and we have the concept of intake forms as well where uh over here it's the same intake forms for request but over here you we've defined it as matter so in the type you can Define the type as requests so in that case you only expect the end users to submit requests and you don't expect it to be ever promoted to a matter if you expect it to be promoted to a matter then you enter it as requests and matters so based on the use case you can promote it and if you always expect it to be a matter in our case subpoenas it won't ever be a request in that case you can just select uh the type as method and you can assign the matter templates that we talked about and defined previously over here in this section so before we go to the next section I think this is a good point to pause and see if there's any questions and I see there were a lot of questions and send send fill and Justina have been helping out but uh Central Justina is there any questions that stood out that you may want to discuss life I think we're all right now I just would ask that I think Annette added a question in there if she could just or here she could just expand on that a little bit um that would be help when I we can respond perfect so good so we'll move on to the next section and then we'll of course pause at the Q a section but just wanted to make sure that if there's any pressing questions we cover them so requests and matters we talked about request being end user submitting them they can be promoted to a matter of matters usually more involved think of it as an internal project that needs some work or cross-department collaboration and then we come to the reporting and analytics that is available out of the box here so we have two dashboards and reports contained within the dashboard so first is the legal op dashboard so this gives you the real-time information of you know the number of open requests that you have the number of matters that you have what does your workload looks like uh what you know what does the workload looks like for your team based on the tasks that they are working at what is the breakdown of the total trip person matters so are you get are we getting a lot of requests related to contracts or are we getting a lot of requests related to a particular practice area and these can be used to drive further decisions so think of the phase the first phase that we talked about in your implementation Journey essentially making sure that we translate everything over to servicenow intake forms and workflows and then you can identify hey I'm not getting a lot of questions around uh contracts so this might be the next item that I Target in my next phase so is there something that I can do to automate contracts so I'm getting a lot of questions on NDA and there is an out of the box capability to automatically generate NDA templates based on uh business logic and generate PDFs so is that something that I want to do or do I want the e-signature capabilities to help speed up the request that I am getting around contracts so this dashboard this operational dashboard can be used to identify where you're at how the operations are going on currently in the organizations as well as to determine the next workflow that you target or that you need to zero in on as a candidate for future automation and then we have the concept of executive dashboard so think of it it's based uh it's built on the servicenow performance Analytics tool so think of it as executive level insights and details that they can use without dialing in too much into the details to drive business decisions so in my case let's say I've identified um it's taking it's taking me 12 days the average time is 12 days for for a sales contract review a third party contract review request and which we've identified is driving down the rest of our processes or driving down the rest of our supply chains and then we take some programs or we have some actions in place to help alleviate that concern so as an executive I can monitor the trends in the completion time for that particular contract and see how those programs and remedies that the team has put in place is affecting that average time to resolution for that particular type of request so just an example but think of the executive dashboard as more high level and driving insights and identifying risks from a more strategic perspective the legal one it's essentially from a more tactical or operational perspective uh then we have the concept of legal practice area occupations so based on the building blocks that we looked into previously the team has identified some very common use cases or some use cases and identified best practices for some of the common workflows that our customers have and package them as practice area applications so we won't go into too much detail into each of them but I just want to make sure that we still cover every practice area application and I've linked additional information when it comes to deployment guides or starter stories so that when you're trying to dive into those practice area applications you have those details handled so conflict of interest uh think of it as as the pre-delivered workflow if you are building a conflict of interest use case uh using the request framework so we have essentially done that work for you and you can come in and tweak the the approvals and the approval groups and if needed tweak the workflow so as a conflict type you have these three conflict types and based on the nature of the conflict we can determine whether who the approval is and we have these pre-delivered intake forms as well so obviously the idea is for you to go in explore these applications and build on and use them as a baseline to add in the additional details that are needed for your use case similarly we have digital forensics where you can Define data sources that you need uh you know need to gather custodial or non-custodial information for you can enter in the details and then the request can go in and create tasks to the right team based on the data sources defined so this is there and we have links to now create the product documentation as well as the deployment guide in now create which is a more implementation specific resource we have the legal investigations so let's say if you wanted to use the you know ethics and compliance and investigations workflow and so this is some so these these do contain some of the capabilities that are prepared some of the Highlight capabilities that you might want to be aware of for this one is the anonymous reporting centers so if you want to submit an Ethics complaint you could use the anonymous Reporting Center so what it does is it locks you out of service now and allows you to submit a request anonymously so that uh you're not tracked essentially and you can feel uh safer submitting that request and as a part of working as a part of the matter that will be created for that request we can even have a standard interview template that can be used to make sure that we ensure uniformity in the way these interviews are conducted so there are some tools and capabilities available out of the box on this uh simple contracts is one of the bigger practice area application which has some inbuilt Integrations as well so we have I did see some questions around uh being able to generate documents and PDFs so there are some capabilities for NDA contracts where you could based on business logic create template blocks for these documents you could also have an integration with Microsoft Dynamics to pull in sales account information there's an e-signature integration for the NDA use case as well as those signed documents can be stored in an external provider and these are the three types of simple contracts that we support So NDA this has the e-signature use case and uh template blocks use case and the external storage we have sales contract review that's where the Microsoft CRM integration can come into play and we have the third third party contracts review so if you have a third country party contract that comes in and if you need help from legal to review it before you sign it that's this is where you can submit that request so this was these were the practice area applications at a super high level and before we dive in into the question and answer section so this was the essentially a high level overview of the legal practice area application and the intent was to ensure that you identify the basic building blocks of LSD request marker legal Counseling Center and the two dashboards that are available for you to build on top of and at the same time you being aware of the legal practice area applications that exist so that if you have a particular use case that would be the place that you could use as a foundational a foundation for uh building your process on top of since a lot of the work has been done already a lot of the workflows have been built already several of the more common Integrations are in place already and we have a poll here to uh so which topics from the ones that we covered would you essentially want to be covered in more detail in any of the future sessions so we are looking to have more detailed uh technicality of Dives as well as functionality of Dev sessions as a follow-up to this so we just want to get an idea of bear yep and and I see the results coming in so let's give it some more time perfect so like to share the results with you so essentially makes sense so we'll uh the requests and matters being the foundational elements will definitely look to Deep dive more into setting up requests and setting up matters Hands-On and building for some common use cases and then going in from theirs and I also uh do acknowledge the details on uh the interest in legal investigations and simple contracts so we'll definitely take that in mind as well so I'll stop sharing the results and we have the Q a section so before we dive into this I want to take this opportunity to make make you aware of the resources that are available uh as a part of the LSD Paradox so obviously you have the now learning courses so I've linked the courses here and something that I would specifically would want to point out and is often overlooked is the now create assets so in each legal practice area we've linked to those particular assets as well but if you are looking to start a new LSD implementations definitely recommend you to check out now create because we have some starter stories some deployment guides some pre-built PowerPoint presentations that you could use to gather additional details and essentially to identify the questions that you want answered from the business stakeholders as they look to implement so just want to call it out and then we'll pause for questions so I see some questions here and uh Central and Justina I'll lean on you since I see several answer questions so if there's any questions that you would want you know to dive in deeper into live or any particular topic that we want to provide more context on and outside of that if there's any more questions feel free to post them as well and I'll just chime in there was a question about our integration capabilities with Salesforce in so servicenow as a whole has Integrations what we call spokes with Salesforce and however you may need to acquire a license to get that integration or that spoke with Salesforce but as a part of the legal service delivery license we have bundled together that license and so you would be able to leverage that okay perfect and then I see another question about um providing access rights and preventing the requester from being able to edit their request as a refiller um once they're in the assignment group we believe that would be something that you would have to configure that type of role to ensure that but if Central if you wanted to chime in and expand upon how maybe possibly um they would be able to go about accomplishing that yeah I mean at the highest level right so we've got uh restrictions that you can put on a request or a matter restricting access to different people right and then that that's that's based right on top of it you can provide additional access that access could just be a watch list or it could be a collaborator depending on the nature of uh uh work that you intend the other party to right watch this is just somebody who looks at what's going on with the request but not edit anything uh whereas collaborate is somebody who can who gets the equal rights to go and fulfill their request which means they can go and initiate approval complete approvals and so on so forth so that's that's the base security that exists in the product uh does it answer the question or is there more to it okay perfect and if there's more questions I'm will still leave this uh Line open for a couple of minutes in case there are any additional questions but if there's one takeaway that um I would suggest from this webinar is essentially an understanding of what is requests what is matter in what use cases uh you'd want to use request and matter and the distinction between them as you start having these conversations around your implementation or with your partner and also the capabilities that are available out of the box so that you can look into those before especially around the practice area app so that we can look into those uh before we uh you know dive in into buildings something like it and I see a question on secure the security model and okay kind of micro template be used to trigger uh ritm so could you uh elaborate on the uh ritm uh David please but but yes so you can create any tasks or task extensions and assign it out to any team as a part of the matter template and it can be cross-functional for sure so as we looked in our example uh uh as we looked in our example we created a task for the IT team so similarly we can create a request but essentially I'm not sure how the request scenario will fill in because it makes more sense in an HR where we need to kick off an IT request but as a part of the uh a matter it's usually you know investigations or something of that sorts but in theory you can so you can create and and it's it's intended to be used that way and I see an open question for the Coes um security yeah you want me to jump and go off yeah all right so um if you're referring to if you're referring to where uh you know HR sent different Center of Excellence right if there's a ticket created in a particular Center of Excellence will not be accessed by uh somebody who belongs to a different Center of Excellence that is a very similar model that exists in the in the LST apps as well so uh that's why you know uh gaurav was referring to practice areas so you've got practice areas which are functional groups or equivalent to center of excellence in the HR world and these practice areas are segregated which means a request that is submitted as part of a particular practice area will only be accessible and viewable to members of that particular practice area again these are all driven by groups right um so unless you make a a lawyer from a different practice area part of another practice areas group they will not be able to see uh the request there are generous part of the other group so they're very similar uh models that is available in hrco USB perfect thanks David for the questions and we are almost at time so thank you everyone for attending and once again we have a webinar on April 19th where it's a discussion between our servicenow general Council and some of our key customers around how they are driving value through servicenow LST so hoping to see you all there and thank you for attending today have a good rest of the day thanks