The Knowledge Agent now supports mandatory document uploads for specific LSR request types; it also dynamically retrieves language requirements and tags within the Knowledge Agent, helping ensure request information is populated with the latest relevant data.
Added a role-based access control and permissions model to support more granular control over access to requests, data, and administrative capabilities. This enables organizations to manage what different users can view and manage within Unity LSR.
Unity LSR now features a Claims request type for structured intake of claims and incident-related requests. It supports guided submission through both forms and the Request Agent while using the existing intake, triage, routing, and dashboard framework.
Request Agent is streamlined to reduce unnecessary prompts and speed up request submission. It now emphasizes inferring information from user input, auto-generating key fields, simplifying descriptions, and supporting prefilling and review to improve intake efficiency.
Unity LSR now supports rules-based routing by request type, so requests can be automatically directed to the appropriate team or resource when they are created. This reduces manual triage and includes admin-configurable routing rules, default assignment behavior, and notifications for assignees.
Admin users can now enable or disable out-of-the-box request types from a new Request Type Configuration area in LSR Settings. Disabled request types are removed from chat and form-based request creation while remaining available for historical reporting and filtering.
A shareable external intake link can now be used to submit Legal Service Requests from outside the Unity LSR application. Submissions support configured request types and fields, capture requester details, create request records in Unity LSR, and trigger the standard routing and notification workflows.
The Request and Knowledge agents have been updated to support Teams intake integration. This enables the platform work required for Microsoft Teams-based request submission and knowledge-related interactions.
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