hello and welcome to the servicenow webinar automate your legal contract workflows with servicenow Legal Service delivery we really appreciate you taking time out of your busy day to join us for this webinar my name is shafath Syed and I work in product management at servicenow and I'm joined by my colleague gaurav diwanji from our product success team we've organized this webinar into three primary topics the first will be a business section the second technical on configuring contract workflows and then we'll end with a q a in the business section we'll cover topics such as challenges with manual contract processes the benefits of automation the servicenow legal service delivery product and then a product demonstration that gaurav will provide the Safe Harbor statement basically says that anything you see or hear may change so we ask you to please bear that in mind we encourage you to attend future webinars and meetups uh with servicenow you can click the link in the chat or scan this QR code with your smartphone a few housekeeping tasks before we begin firstly we've saved time at the end of this webinar for live uh q a so we ask you to hold your live questions until then however we do encourage you to use the Q a button at the bottom of your screen to ask questions and we have a great team of product experts who will uh answer your questions this presentation is being recorded and will be available on the servicenow community and after the event you'll receive a survey and we ask you to please take a few minutes to fill out that survey because it really helps us improve these webinars in the future throughout this webinar we'll ask a series of poll questions just to learn more about uh your perspective and so we're going to start off with the very first poll question which is before you heard about this webinar were you aware that servicenow legal service delivery has contract management capabilities you can just indicate yes or no whether you aware that this product has the capabilities okay great um it looks like uh responses are coming in and uh yeah it looks like um most of you are actually aware that's really uh that's great to hear and hopefully you'll learn something new in this uh in this webinar okay moving on so we'll first cover the business topic and in this uh topic you know when we look at the market landscape uh around legal departments throughout the world there's a few things that we've learned first is that legal work is increasing and head count resources are just not keeping up with the demand and in fact 80 percent just can't manage their current workloads secondly is that productivity is being lost on a lot of manual tasks in fact 75 are just spending time on mundane manual tasks and not on the valuable work and third is that many um many organizations just are not able to leverage technology effectively in fact 70 are not able to leverage that technology because a lot of the legal technology was designed um uh they were they were designed for law firms or their point products and that's why many uh organizations just don't think that legal Tech addresses their needs when we drill down on some challenges with manual contract processes we learned a number of things now your organization may have other challenges but see these are some of the challenges that we saw coming up firstly is that the business really struggles to understand the process of getting contracts done how do you um how do you get a contract done what's the process um how long should it take secondly is that a lot of times legal teams lose time and money just and not and don't meet um the demands of the business you know there's a lot of back and forth they don't have the information or perhaps the request went to the wrong team a lot of times it's unclear where a contract is in the process has legal started working on the contract is it being blocked is it waiting approvals how do I know where it is in the process after the contracts are executed sometimes they just can't be found because these contracts are in emails or individual computers we've actually heard of some cases where a legal staff member left an organization and the organization could not find the contract because it was on that person's email system or local computer and finally it's difficult to track obligations of contracts or the contract expiration date comes up and the organization just wasn't prepared the impact of all of this is that business is unable to transact fast enough and the organization is at increased risk this leads to our second poll question which is how are you primarily managing your contracts today and this is multiple selections so please pick all of these that apply to your organization um if you don't see something on the list uh please do type it into the chat so that we can get that feedback are you doing uh managing contracts through email do you have some self-service or automation perhaps you're using several tools or maybe you're even using a CLM uh and again if you are using other systems or processes please go ahead and type that into the chat okay answers are coming in looks like we have some uh messaging in the chat alog items okay great okay and let's go ahead and end that poll and share the results so it looks like most of you uh about 59 are doing it manually through email uh and then some of you okay a pretty big percentage are actually using a CLM system so looks like we have a couple of extremes uh with uh some other uh methods as well some basic intake and several tools okay great thank you that really helps us understand how you're doing things right now now when we look at um the benefits of automating legal contracts they really address a number of those challenges so um ideally through automation the business would know how to get contracts done on time legal teams would be able to operate efficiently and need business needs everyone involved would have visibility under the contract status at any time contracts would be easily found and obligations would be tracked and the business would be prepared for those contract expirations and servicenow internally within our legal team we've heavily automated uh to the point where 97 of ndas at servicenow are automatically processed without a lawyer being uh involved in the process another example of automation is that at servicenow our legal team began a process where they've standardized deals for um contracts below a certain Revenue threshold and what that did is eliminated the process of negotiation it freed up attorney time and made renewals much easier so at the click of a button the sales team can basically send out a renewal agreement without a lawyer being involved and that again helps business transact faster so how is this all possible how do we address some of those challenges and gain those benefits well and that's where the servicenow product Legal Service delivery fits Legal Service delivery can help organizations streamline their contract workflows by quickly automating those contract workflows for things like ndas sales contract reviews third party contracts it leverages our standard employee Center portal to make it easy for employees to find the process for doing contracts and or legal organizations legal teams to provide that customized intake so they can act on those contracts very quickly and it provides visibility into contract status with insights uh for ongoing demand and in a few moments you'll actually get a demonstration of this product when we at servicenow look at the contract workflow process we've divided it into these key stages the request process that the employee does the creation of the contract execution or e-signature storage of that contract and then manage those managing those obligations and we have a set of capabilities for each of these so for the contract request we have the self-service portal with configurable intake we also allow for uh submitting third-party contracts on the creation side uh contracts such as ndas and others can be dynamically generated based on templates um using the standard servicenow approval process for approvals as well as versioning we integrate with Market leading e-signature tools including Adobe sign and DocuSign we also support wet signatures for specific use cases like ndas once those contracts are executed and need to be found you can search using metadata and those contracts can be stored either in servicenow or in third-party cloud storage systems such as onedriver and Google Drive when those contracts are coming up for uh for expiration uh teams can be notified ahead of time so that they're prepared and other obligations could be also set up for uh reminders so these are the key uh capabilities that um the servicenow legal service delivery product provides for contract management at the core of all of this is analytics that give you insights into what's happening with the contract workflows so you can see the volume of contracts how is the work distributed across different stages in the contract workflow and how long is it taking to complete those contracts this leads to our third and final poll question which is what motivated you to attend today's webinar again this is multiple selections so please uh select all of the uh the options here are you curious and just wanted to learn what servicenow has to offer perhaps you're making a purchase decision or maybe you're a partner that is implementing servicenow Legal Service delivery again if if there's something else another reason why you're attending this webinar please go ahead and type it into the chat so that we can get that response as well okay wow um so uh let's see the responses are just coming in we'll leave it open just a little bit longer okay and we have a chat response um okay expanding knowledge to be able to support uh clients understanding the capabilities great and let's go ahead and end that full since it slowed down and it looks like the the majority of you in fact 80 percent wanted to learn um about the uh contract capabilities that we have in legal service delivery um and then some are evaluating contract tools great thank you for for your responses so enough about uh you know enough where the PowerPoint slides let's move on to a demo so in a moment my colleague gaurav is going to provide a demonstration of the contract management capabilities and he'll showcase two use cases the first is a template driven NDA contract workflow and the second is third party contracts or you know you've received a contract on a third party's paper so with that please uh take it away gaurav perfect and if we could uh go over to the next slide uh so the way we'll structure this demo is uh three parts we'll first cover the contract generation so we'll see how a contract is generated based on the parameters that are entered in by the user or the requester the next part is contract execution or e-signature so we'll demo a DocuSign integration where once the contracts are okayed by legal and by the requester how the execution part of it can be automated and lastly we'll see how we can store those contracts in an external storage to allow for better management of those contracts down the line and better visibility for those contracts so jumping into the demo let's start sharing my servicenow screen and a quick disclaimer here that you might see the instance being a little slower than what you are used to at your organization and this is mostly because you know given the fact that this is a demo environment just meant for one or two people to use so there might be some uh slowness over there so to start off with the demo uh we'll start off with an employee Persona in this case Jane So Jane is an employee and she wants to work with a vendor and before she can start working with her vendors she wants them to sign to an NDA before she can share the details of the RFI and uh other details before she can start having those conversations so in this case Jade can come to the employee Center directly and she has access to uh to the legal service delivery non-disclosure agreement request item so she'll decide to submit a request over here she'll enter in the detail for this form so uh for this intake form and in this case the fields and the forms that Jane is seeing over here is what is delivered out of the box you obviously can go ahead and change the fields and make it your own based on what your business needs but this is typically what we've seen most customers need for NDA requests such as these so we'll just uh use this for the sake of this demo purpose of this contract you can type in additional details RFI let's say NDA for RFI company legal name let's say she wants to work with Acme America and the center in an address for the vendor will enter in the contract start date let's say it's tomorrow so over here you you have a choice to you know whether you want to automate the process or whether you want to do a wet signature so in this case we'll go with the e-signature and this is the external signer details so in this case I'll just put myself as the external signer who will be representing the vendor for the sake of Simplicity you'll just type my title as external signer and I have this dummy email address to demonstrate the Adobe sign uh docus DocuSign capabilities so I'll just use this the email address over here placeholder email address I'll click on ADD and now Jane will once again review this information if it seems right she will hit submit so now this is where the document creation part takes place based on how you configured your contract templates the right template is picked and information is populated in this contract based off of the intake form parameters that JN entered previously so in this case now JN has an option to review this contract uh now Jane can go in and this is the activity stream Jane can go in and look at who the signers are for these contracts so in this case she sees that Eileen is the first signer God of this is the second signer if she feels that the contract looks good she can click on the send for Signature which will send the contract to ID into esign if she feels that hey I accidentally entered in the wrong effective date I needed to start in October and she can go in and she can click edit request and change the date over here but now let's say that in this particular case Jane sees that the term period over here is three years she needs it to be five years because she expects a long-term longer term engagement with this particular vendor and she doesn't want to repeat the same process in three years time so she can request changes to the contract so in this case I'll click on request changes can and she'll type in a description of the change that is needed can you please increase the one to five years and she will hit submit so over here as you see the state change from document ready to Legal review and Jane no longer has access to the send for Signature button so this is so now Jane will wait for any the next steps to be taken she can obviously if she has any questions for the legal team she can type her message here the legal team can respond to her questions but now we'll look at it from a legal team Persona so let's assume the role of a legal fulfiller so this can be your legal team your lawyers or paralegals based on how your current processes are so for the sake of Simplicity let's call them a legal fulfiller and in this case the legal fulfiller will let's say work off of the legal counsel Center so this is the workspace where the fulfillers can look at all the requests in their plates and look at look at contracts so over here we'll see the one that we just created six five and as the legal fulfiller I have access to work on Jane's request so we'll wait for it to open up and over here as the fulfiller I see the message that Jane just sent me can you please increase the term to five years now I can assign this to myself and this assignment can be automatic as well so based on the group and the type of the nature of the work so you can automate the assignment rules but in this case I have assigned it to myself over here what I'll do is now this is where the word Word documents come in so I I see this docx file generated with the word document that chain sees so now as a fulfiller what I'll do is I'll download this docx file open it in word make the suggested changes and then I will upload the word document directly so if you work with PDF templates or HTML templates there was an additional step so this used to be a PDF and the fulfiller may need to convert it into a Word document and then make those edits and then upload the PDF again in this case it's more straightforward you can make edits directly in the word document if you choose to go with word templates so over here let's assume that I made changes to that word template and now I'll attach a new version of the document so over here let me just see yes I will attach a V2 I'll put a note here of the changes I made and I'll check the Mark is ready so now what we'll do is it will create a revision for this document it will create a version two and now as a fulfiller I don't think there's anything more that I need to do but in case there was I still have this comments box where I could send a message to Jane directly and Jane sees it on her request Tab and she gets notified as well so in case I needed any additional discussion so in this case we are good I feel good about the contract and the edits that I have made as a legal fulfiller and I will click send document so we see a pop-up message that the document is now available for the requester to preview and take the next steps so let's look at it as chain once again foreign once again making sure we are chain a sphere chain so now over here this is Jane's uh employee Center portal so she can get notified that uh hey you have a request ready for you once again and then she can or she can alternatively come to my request now as you see over here the send for Signature is available and Jane can go in and preview the document that was updated and over here she can verify that the term has been updated to five years so now she feels good about it if for whatever reason they needed more changes then they could follow the same process again and now uh she feels comfortable sending it for Signature and these are the two people that it will go to to sign so I'll just click Send for Signature and confirm so this was the creation part of the workflow now we'll look at the next part of the workflow which is the execution or the e-signature part so as a part of this workflow we have configured the document DocuSign spoke so first of all as a part of this Eileen will get an email that's the email that Ellen just received she can review document and as I lean I'll sign the document I'll click finish and as a part of the flow once Eileen has signed it it will go to myself so I preview this document and as you can see over here one thing that I'd like to point out now that the document is bigger is some of the information is updated as well so uh Eileen's name is here in the document my name is here that I entered in the template we see uh Acme here as well and then I'll click sign click on a Doctrine sign finish so now that we've finished the signing of the document process now the integration once again let's servicenow know that hey both of the signers have completed signing the document so let's go to the request and let's click on refresh for the message to come through yeah so the message did come through same versioning errors let's go so over here as you can see it says the contract has been signed so let's say that you know the actual signing error signing part won't really take uh it won't be as quick so uh Jane in this case would have visibility into where the document is in the signing process as well so in this particular case uh let's say only Eileen had signed then she could nudge me that that hey Eileen has signed it already but I don't I see that it's pending with you so can you please sign it so that we can proceed but over here she has uh full visibility into what needs to be done and if you here is the executed contract as well that is now available and as you see this executed contract open in OneDrive so this is that uh document storage that we talked about and Eileen can download this contract and sorry uh Jane can download this contract and do what's needed with the contract and as a part of the external storage over here I still like to show this as well so you can Define the folder structures as you see over here this contract created a new folder and the PDF file it will be a part of the con of that folder as well so you can specify the folder structure that it will create inside of the external storage system as well in this case we are using OneDrive foreign so this was the NDA flow and let's quickly look at it as a legal fulfiller once again as well to see how the contracts look like for them so we're here I'll click on all contracts so they have access to all the contracts and as shafat called out previously if you had an end day over here then you could populate this end date and uh based off of that you could be notified of the you know if a contractor is nearing its termination and then you could enrich the metadata over here similarly you have access to the to the actual contract URL where it's stored that is uh so the external storage is optional you can choose to store it within service now as well but for the purposes of this demo we decided to store it in service now and I see some questions there so uh is are there any pressing questions shafa that you know we'd want to pause before we go on to the third party workflows that we'd want cover are there are a number of questions in the chat um however we're uh answering them so please proceed perfect and yes once again please feel free to drop your questions in the chat and we'll address them as a part of the Q a session as well and actually if you could please um post questions using the Q a button uh in the as opposed to the chat thank you perfect thanks and now uh let's assume that Jane so in our first example Jane was a company and then she wanted a vendor to sign an NDA so that's why she generated that NDA and we went through the whole workflow for that NBA now let's assume that Jane is working on the other side so she is working for the vendor and she receives a contract an NDA contract for the sake of simplicity from her customer that she wants her legal team to review before she can sign it so that is that is the use case for third-party contracts so contracts that are essentially not created uh through servicenow Legal Service delivery contracts but you receive it from a third party and you want your legal team to review those before you can sign them so once again we are Jain they'll come to my employee Center portal and in this case I'll pick the third party contract review so as the description says request legal team to review the third party contract in this case let's say this is for a customer purpose of contract NDA from Acme contract type we can select the contract type over here and this is where we upload the contract so let's say we upload the NDA that chain received just put in Acme Africa some arbitrary information and once again the fields and the forms that you see over here those are configurable and based on whatever your business requirements are you can tweak this form to add more fewer or more fields so over here you can put the other party legal point of contact name as well so in case there are any negotiation discussions that need to be had then the legal team can directly reach out to their counterparty if you if you have the contact and if you can specify them so in this case I'll just put in my name as well over here yes as and I will click somewhere so now the third party contract has been submitted so now in this case there are no next steps for Gene right now the next steps are for the legal team to review and provide feedback on the contract and as you see over here it says status is uploading and that is because we have set up the OneDrive integration in this case to store the revisions and versions of the contract as well so now let's look at it as a legal fulfiller so I'll just impersonate a legal fulfiller of course all of these once again come to all the requests so they can see a non-disclosure agreement for Acme Africa I can open this I will assign it to myself and I will start work on it so over here as you see I see the current version the current revision of the document so I can if I click over here it opens the document in OneDrive since we have set up that OneDrive integration and it's a Word document so over here I can review the contracts make any notes uh you know carry out the redlining activities over here and if it looks good then my next steps would be I can add the signatories for the contact uh for the contract and prepare for Signature but let's say if there are some edits or I need some some things to be changed in this particular contract in that case I could create a revision and upload the changed version of the contract or I could request the counterparty to make that change as well so in this case let's say I click on I'm on the counterparty to make some edits to the to the language I don't want to make them myself in this case I could use the compose email action so over here as you see the latest version of the of the working contract is attached over here the the email address that we typed in as the other party's legal contact is populated in the two field Jane the requester is cc'd so you can directly draft your email off of here and click Send so now let's assume that the counter battery makes those updates and comes back then you can once again create a new revision from the uh from the inbound email so the attachment that was attached to the response that they sent you can directly bring that in as the latest version of the revision and then the rest of the flows Remains the Same where you know you can add in signatories you can prepare and send for Signature the executed contracts get scored so we won't go to that but this was the third party workflow flow so this was the demo we essentially looked at ndas which had that contact creation thing as well and followed by execution and storage and third-party contracts where essentially the creation part of it was kept because the contract came from from a third party but the rest of the flow around negotiations and the things that he could do and the automation Remains the Same and given this is service now we can if you have uh deviations to the process you can tweak the flow to accommodate for that as well and make edits to the intake form so uh if we could yeah go back to the configuration part of it so this was the demo and I see a lot of questions as well so we'll cover them so now we'll um dive a little bit into the configuration part of it so you you saw it work and how do we uh what is needed to configure it and to make it work so obviously two of the things that stand out are the e-signature integration and the external storage integration so we won't be we won't go into too much details for that given you know given the steps needed and plus it's really well documented on the product documentation website but at a higher level uh if you're configuring the Adobe sign or DocuSign spoke you uh you just need to configure the spoke follow the steps uh step by step things given under document and in fact that's what we did as a part of this demo as well I I verified the product document steps as well and they are really well documented and accurate and the next step is just going into the legal Integrations record and setting in the uh signature provider as as the one that you've set the integration for so there is a legal Integrations record where you can set in the e-signature provider similarly uh for the external storage you configure the spoke you configure the legal Integrations record that we'll go into as well as a part of the demo and then there are options in the intake form so you can configure whether or not you want to use an external provider at an intake form level so let's say you want to uh you know you want to store certain type of contract in OneDrive but you don't want to store the rest of the contracts in one drive you you are okay with them being in service now so we have that flexibility and then we'll look at Contract templates so we'll cover template types uh actual contract template records and template rules so if we could go on to the next slide so in our particular demo we covered ndas NDA generation using Microsoft Word templates so if you are using board templates then uh the typical flow is your legal team can generate a Word document and then they can create placeholders for information to be replaced as a part of those Word documents so yeah in our particular case the company field was variable the date field was variable uh the title and the name of the signers were variable and the signature box might be variable as well so Microsoft Word has this uh feature called contract content control tags and that's what servicenow parses when it's uploaded into servicenow so these are the prefixes for those tags so if you put a field underscore prefix to a particular placeholder then that's you indicating to servicenow that hey this is a field and then replace it with a field you know a value and similarly you can have a signature field that it is signature under so service now knows that it is a signature field sign day so that's the date associated with the signature so that is when that uh e-signature was done so this is the part that needs to be done in Microsoft Word you just need to tag create tags for uh for your legal template and from there on you can go into service now and upload this word template and parse it so I'll once again share my screen and we can look at the configuration a little bit more so now over here I'll once again [Music] end the impersonation over here to become the admin once again and before we go into the contracts part I just wanted to show the legal Integrations so these are the legal integration records so over here I've configured document a DocuSign for contracts so you can come in here and create a new legal integration records you can specify the table and conditions where you want to kick off kick these uh click the DocuSign integration off similarly uh we've done this a similar thing for external storage so here I've created this path executed contracts slash number so this is the path that gets created in OneDrive so we have flexibility there and you can choose you can put in conditions around what contracts get stored and you know attachments to what table get transferred over and in addition for external storage you need to go to the intake form options [Music] so I'll just practice areas [Music] let's say we have third party contracts so you can go to the intake form options and set the options to enable external storage for attachments so that's what determines the third-party storage so that was those two Integrations and now let's look at the contract generation part of it so firstly uh we need to define a contract type the contract type in this case in our case was a non-disclosure agreement it's it's a logical separation for contracts so you know you can have other contract types as well so as you can see we have some data created over here for contract types not a lot of detail to be entered there the next part is contract templates so this is where you know the word document comes in so over here if I were to start a new contract template you would be asked to choose the table so the table could be uh the cable would be usually the legal contracts table and upload the document so when you are creating a new template you get an option whether you want to do upload a PDF template or HTML template or word template you could upload you could select word and upload the word template over here associate it with a contract type created previously and there is a UI action over here called parse uh parse document so I won't go through those steps right now given the you know to keep it to the point but uh there is that UI action called uh parse document what the parts document UI action does is it parses all those content control tags that you had created in the word document and brings them over here and sets the document type field and now you could go in and map the table fields or or two to this particular document so let's say we map the company name to the company field underscore company name tag that we have created in the word document we have map signer name you know sign up first name signer last name uh and the assigner title over here as well something that you see over here is the signature fields and the signature date field and the participants so we can create participants participants are users of servicenow or external people who sign these documents so if they are an internal signee then the user field is needed if they are an external signing you can skip it and then it'll just go off of the email address and P1 and P2 are just two arbitrary names that we did there and then you associate these two participants that you created to these templates that hey you know internal signatory associated with like P1 and signatory date associated with key one as well so that's where that's how you're telling service now that this person's sign and the sign date goes here in the document similarly we can do it for P2 so P2 as we saw is an external signee and it will feed in from hidden from the from the input information that the user will enter and as you see over here this is where it comes from signee dot name signer.signor.am sign or dot email so the intake form will push values to the table and P2 will get those values that the user entered P1 is an internal signer once again a placeholder so that was contract templates and once again once you've done all these configurations you could uh preview the template and publish it if it looks good so right now it is in a state of published and now we'll go to template rules and template rules is better all ties together so think of it as a routing mechanism so just click edit here so that you can see so we are essentially telling service now what template to use for which record so over here I've set the condition that use the NDA template that we have created for a request on this particular table that satisfy these conditions so contract type is ndn activist rule and as you can see over here we have filled in that external sign uh internal signer in the template rules and where this becomes useful is think of it as let's say if you had a U.S contract and a UK contract and you wanted to use the same intake form for both but you had different language based off of uh you know the region so over here you can set rules that you could do company dot country is us or the country is UK and based off of it you could have picked the US template or pick the UK template and this is the internal signer for us or this is the internal signer for UK and then we can go off of there so this is where you can uh set the rules routing rules or template rules to to determine which template gets applied based on the information that is entered and this just a technical note here that if multiple conditions are satisfied then it just picks the whichever one has the highest priority or whichever one it finds for so it it won't take multiple contracts a multiple templates it will just take the first one so some care needs to be taken to ensure that the rules are mutually exclusive or if they are not the ordering is correct so this was the configuration and this is pretty much all that is needed to get it to work if you are going without the Box flow if there are some deviations to the flow then you can always tweak it as needed but this is the Baseline that we offer to for customers to get started as quickly as possible so that was the configuration part of it and shafat I'll hand it off to you again for the next parts thank you though okay great thanks very much uh girl and if we move on we have some resources for you to consider after um you leave this webinar first uh we have the legal service delivery product page on servicenow.com we encourage you to go to that page and learn more about the legal service delivery product because it does far more than uh than just uh contracts secondly we have the um uh we have a a demo video of uh the contract capabilities that you saw it's about a four minute video and third we have a data sheet that is available well we thank you very very much for attending this webinar the recording will be available um on the servicenow community we also encourage you to download the data sheet and follow up with your servicenow account team if you'd like a demonstration of these capabilities or a discussion thank you so much