---
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


---

# Setting up a user as a Unified Consumer

# Setting up a user as a Unified 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

Set up a user as a Unified Consumer by creating a single, unified profile that supports both the internal and external personas in the Customer Service Management (CSM) application.

## Overview of Unified Consumer {#setting-up-a-user__section_r5w_kbc_wzb}

You can model a single user both as an employee (snc_internal) and a business-to-consumer (B2C customer) by creating a unified profile. 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.  
Nota:  
You can also configure an external Unified Consumer, who lacks an internal (snc_internal) role and isn't an employee, by using similar setup tasks.

The following table describes how to set up the tasks for activating a Unified Consumer.
{#setting-up-a-user__table_zkw_5bc_wzb__entry__2}

| Task | Description |
|-|-|
| Activate a Unified Consumer | Activate a Unified Consumer by updating the ConsumerImpl script include to display other sys_user records in the reference list for the csm_consumer table. For more information, see [Activate a Unified Consumer](https://servicenow-prod.fluidtopics.net/f9_9B1kio4wAr_AXwknzZw "Activate the Unified Consumer functionality within the Customer Service Management (CSM) application by updating the Consumer script include. This modification enables you to display the other sys_user extension records in the reference list for the users in the csm_consumer table."). |
| Create a consumer record | Create a consumer record with the user, designating that user as a consumer. For more information, see [Create a consumer record](https://servicenow-prod.fluidtopics.net/c0O0rK35Buz27iUenCT50g "Consumer service agents and managers can create consumer records from the Customer Service Management application."). |
| Assign a role to a user | Assign the Unified Consumer (sn_customerservice.unified_consumer) role to the user. For more information, see [Assign a role to a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=australia&pubname=australia-platform-administration&ft:locale=en-US). |
| Associate an existing user with a consumer record | Associate a Unified Consumer user with a consumer record by creating a consumer user and then linking the user with a consumer record. For more information, see [Associate an existing user to a consumer record](https://servicenow-prod.fluidtopics.net/oTGBp9YXylJMOacdhrisVw#associate-an-existing-user-to-a-consumer "Associate a user with a consumer record in the Customer Service Management (CSM) application. After the association is done, you can access the Consumer Service Portal (CSP) as a consumer to search for information, create cases, and more."). |
[Tabela 1. Set up the tasks for activating a Unified Consumer]

{#setting-up-a-user__table_zkw_5bc_wzb}  
Nota:  
Both a consumer record and the Unified Consumer role are required for consumer functionality. Create the consumer record before assigning the role. If the role is assigned without a linked consumer record, the user cannot perform consumer activities and may experience unexpected behavior. If the consumer record exists but the role is missing, the user cannot access consumer features such as cases, sold products, or install base items.
**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.")  
**Referência relacionada**   

* [Roles installed with Employee as a Consumer](https://servicenow-prod.fluidtopics.net/IkJhjDsYtLR4lbNMx7yNEA "Use different roles to establish the relationships between your users and entities. By using the Employee as a Consumer functionality within the Customer Service Management (CSM) application, your organization can support both requesters and supporters.")
* [Supported and unsupported roles and features](https://servicenow-prod.fluidtopics.net/tTo8076nutC6qrQ_PwAvHQ "Explore the capabilities and limitations of the unified consumer role (sn_customerservice.unified_consumer) to understand the roles and features it supports. This analysis helps you can enhance the user experience and streamline administration, supporting a unified identity across different user contexts.")