---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring a contact as a consumer

# Configuring a contact as a consumer {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Associating a contact with the consumer in Customer Service Management (CSM) application enables you to function as both a B2B contact and a B2C consumer. Using this feature, you can easily switch between different customer portals without separate login credentials.

## Contact as a consumer {#configuring-a-contact-as-a-unified-consumer__section_lys_2rl_13c}

Earlier, Customer Service Management (CSM) required separate user records for each customer persona. If a person was both a B2B contact and a B2C consumer, they would need two distinct user accounts with separate credentials. So, to meet
customer expectations, the contact as a consumer feature enables organizations to provide a unified login experience for individuals, who hold multiple customer roles within the same ServiceNow® platform.

For example, in banking and financial services, a customer has a personal savings account (B2C consumer) and also owns a small business with a business account (B2B contact). With Contact as a Consumer, they can use one login to
manage both accounts, switching between personal and business contexts as needed.