---
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 Unified User

# Configuring a Unified User {#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

By unifying multiple profiles for a single user in the Customer Service Management (CSM) application, you don't need to create and manage multiple user accounts for that user.

A user can maintain multiple profiles within the Customer Service Management (CSM) application and other ServiceNow applications with one login.

## Use cases {#configuring-unified-user__section_b1r_2sn_5zb}

In the past, customers had to create multiple user records for a user who had different roles on different applications. For example, let's say that you have a CSM user who is both an internal employee and an external consumer. With a unified profile, your user can switch between different user records and seamlessly transition between roles.  
By using multiple profiles within the CSM application, your organization can have these different profiles:

* Internal and external CSM profiles for the same user where that user has both internal and external accounts. For example, in a financial institution, a consumer might be an employee of a bank and at the same time hold a personal account in the same bank.
* Multiple external profiles for a CSM user where a user has multiple external accounts. For example, a consumer might have a patient profile in Healthcare and Life Sciences and also have a constituent profile in Public Sector Digital Services.
* Multiple profiles with the CSM and other ServiceNow® applications where a user has multiple accounts within CSM and other ServiceNow applications. For example, a user might have a CSM account for vendor support and a VRM account for vendor risk management.
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## Key benefits {#configuring-unified-user__section_ql5_nf4_5zb}

* Improved user experience. A unified user can navigate between internal and external roles without switching profiles.
* Enhanced admin efficiency. Your organization can streamline the administrative processes so that you don't have to manage multiple user accounts for individuals with various profiles or roles.
* Increased customer satisfaction. Your organization can offer a consistent service to your customers across different roles, which could lead to increased customer loyalty and positive feedback.
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**Conceitos relacionados**   

* [Configuring a user as a Unified Consumer](https://servicenow-prod.fluidtopics.net/9k7OPxXbGCI8dobV6N8XgA "By creating a unified profile, you can integrate both internal and external personas or consumers in your organization. A user who has a unified profile has synchronized user's login interactions across the Customer Service Management (CSM) application.")
* [Configuring a contact as a consumer](https://servicenow-prod.fluidtopics.net/xn7w5lpsdo45jP5j1g3~yA "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.")  
**Tarefas relacionadas**   

* [Update system property](https://servicenow-prod.fluidtopics.net/6bTKRRtnWz0~mOe2kymUzw "Update the sn_customerservice.consumer.allowed_user_types system property within the Customer Service Management (CSM) application to enable the association of consumer records with contact user records or with user records. This modification enables you to display the customer_contact or sys_user extension records in the reference list for the users in the csm_consumer table.")