---
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


---

# User management

# User management {#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

Configure the internal and external users for Customer Service Management to provide the correct access to features, capabilities, and case data. Create relationships that facilitate case management and fulfill support roles for
specific accounts.
{#user-management__table_hh2_f55_41c__entry__2}

| Task | Description |
|-|-|
| [Configure users and groups](https://servicenow-prod.fluidtopics.net/bkzQfeiMpX_cosQBrZg8jw "A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members.") | Configure the individual users and the user groups who can access your instance. |
| [Assign roles to CSM users](https://servicenow-prod.fluidtopics.net/yDsEid3mrnB2wmvHwVkI7Q "Roles control access to features, capabilities, and data in the Customer Service Management application.") | Assign roles to individual users and user groups to control access to features, capabilities, and data. |
| [Create multiple consumer profiles for a user](https://servicenow-prod.fluidtopics.net/DnoohLdqjv35LBc5SgPGrw "The concept of consumer profiles refers to the idea that an individual can have multiple profiles associated with them. For example, a consumer might have a patient profile in Healthcare and Life Sciences and simultaneously have a constituent profile in Public Sector Digital Services.") | Individual consumers can have multiple profiles for different needs. You can create these profiles to identify and differentiate profile-specific data. |
| [Configure a unified user](https://servicenow-prod.fluidtopics.net/7LNzcspjX4GlXTVpL9bZlg "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.") | Enable users to maintain multiple profiles within the Customer Service Management (CSM) application and other ServiceNow applications with one login. |
| [Create customer relationships](https://servicenow-prod.fluidtopics.net/apYzYc4WPMuJYuslTi8LIA "The Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts.") | Establish different types of relationships between partners, customers, and contacts, to make case and account management easy and flexible: * Bi-directional account relationships * Contact relationships * Account hierarchies {#user-management__ul_gtx_hv2_p1c} |
| [Create account teams](https://servicenow-prod.fluidtopics.net/Ked0V8anSHKe5SAH7tqLJA "Create an account team that is made up of both employees and customer contacts who fulfill the jobs or roles for a particular account in the Customer Service Management (CSM) application. By defining responsibilities or roles for your team and customer contacts, you confirm that your account team has the functions needed to support customer accounts.") | Create teams made up of employees and customer contacts who fulfill the roles and functions to support specific accounts. |
| [Configure Contributor Users](https://servicenow-prod.fluidtopics.net/0J5jIe3JSeqlFwT8Wj3vlg "The CSM Contributor User plugin enables you to engage middle office teams in resolving customer issues and requests.") | Configure contributor users to engage middle office teams in resolving customer issues and requests. |
| [Configuring customer access management](https://servicenow-prod.fluidtopics.net/WKiFR7yNiUjh51DbjQwqlQ "Ensure that the customer access management is set up correctly for the user by completing all configuration tasks using the Customer Service Management (CSM) application.") | Configure customer access management to support multiple contacts and consumers on cases and sold products, providing them with varying levels of access to the case. |
| [Fix external user role assignments](https://servicenow-prod.fluidtopics.net/cKM4xWE2BqM1LaN_A9jl6A "You may have external users (contacts or consumers) on your instance that have been assigned internal roles. If so, you can use the Customer Service Management guided setup to evaluate and correct these role assignments as needed.") | Fix the issue with external users assigned with internal user roles. |
[Tabela 1. Setting up users, user groups, and customer relationships]

{#user-management__table_hh2_f55_41c}