---
sourceDocument: Australia Healthcare and Life Sciences
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/healthcare-life-sciences

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Set up B2B2C

# B2B2C with Healthcare and Life Sciences Service Management Core {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

You can configure the Customer Service Management (CSM) data models to enable
business-to-business-to-consumer (B2B2C). This model can be used to support employees of a
business customer or end consumers of a business customer.

The business-to-business (B2B) model supports customer accounts and the contacts within those
accounts. The business-to-consumer (B2C) model supports individual consumers. These models are
supported by default in Healthcare and Life Sciences Service Management Core.

The B2B2C model enables you to support business customers and third-party channel partners who,
in turn, support the end consumers. This model must be enabled manually for use with Healthcare and Life Sciences Service Management Core.

As a user with the admin role, you can enable B2B2C for use with Healthcare and Life Sciences Service Management Core by configuring the Customer Data Models. For more
information, see [Customer Data Models for B2B2C](https://www.servicenow.com/docs/access?context=customer-data-model-b2b2c&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).  
Configure the Customer Data Models for B2B2C to enable contacts of accounts to open healthcare cases on the CSM portal by following the steps below:

1. [Install the Customer Data Models for B2B2C plugin for Healthcare and Life Sciences Service Management Core](https://servicenow-prod.fluidtopics.net/SfVqV0fJR3jmYN694nbzRw "Install the Customer Data Models for B2B2C plugin to enable customer data models for B2B2C with Healthcare and Life Sciences Service Management Core.")
2. [Configure the account consumer related list to add account consumers for B2B2C in Healthcare and Life Sciences Service Management Core](https://servicenow-prod.fluidtopics.net/l7j1XwtSbZkzPVvBDtOt3A "Configure the account consumer related list to add account consumers for use with B2B2C.")
3. [Assign the case viewer role for contacts in B2B2C in Healthcare and Life Sciences Service Management Core](https://servicenow-prod.fluidtopics.net/DL7ij5c9YxVvl6IGpc6W~w "Contacts must have the sn_hcls.case_viewer role for read access to healthcare case fields.")
4. [Create a table for B2B2C in Healthcare and Life Sciences Service Management Core](https://servicenow-prod.fluidtopics.net/amTsuYZl7mjufYnvGbHM6A "Create a table that extends the Healthcare case table.")
5. [Create a record producer for B2B2C in Healthcare and Life Sciences Service Management Core](https://servicenow-prod.fluidtopics.net/ZOTPwm~bp37DeTcfQYtecQ "Create a record producer for use with B2B2C.")
6. [Add a record producer to CSM portal for B2B2C in Healthcare and Life Sciences Service Management Core](https://servicenow-prod.fluidtopics.net/ViHLZyGA0~NrihMugTjbhg "Add a record producer to the CSM portal for use with B2B2C.")
{#hcls-enable-b2b2c__ol_fbf_chv_qwb}