---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure consumers

# Configure consumers {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

A consumer is a customer in the business-to-consumer (B2C) business
model.

## Before you begin

Role required: admin

## About this task

Consumers can have multiple addresses, one of which is the primary address.

## Procedure

* You can import existing consumers using a guided setup.
* You can create consumers using the Customer Service Management application.
{#configure-csm-consumers__steps-unordered_ukg_jyh_rlb}

## Import consumers with guided setup {#ariaid-title2}

Use Customer Service Management guided setup to import existing consumers.

### Before you begin

Role required: admin

### About this task

Consumers can have multiple addresses, one of which is the primary address.

### Procedure

1. Navigate to AllCustomer ServiceAdministrationGuided Setup and click Get Started
2. In the Foundation Data category, click Get Started and then click Import Consumers (B2C).
3. Upload data from an external data source into an import set.
4. Create a transform map.
5. Execute the transform map to transfer the data.
6. Verify that the data records are imported into the target table.
{#import-csm-consumers__steps_egt_nbv_flb}

## Create consumers {#ariaid-title3}

A consumer is a customer in the business-to-consumer (B2C) business model. Use the
Customer Service Management application to create consumer records.

### Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or
admin

### About this task

Consumers can have multiple addresses, one of which is the primary address.

### Procedure

1. Navigate to AllCustomer ServiceCustomerConsumers.
2. Click New and fill in the fields on the Consumer form.
3. Enter the consumer information, such as the name, email address, and phone numbers.
4. Fill in the fields on the Primary Address tab.  
   A consumer can have multiple addresses but only one primary address. The primary address is stored in the Primary Address tab on the Consumer form and in the Addresses related list.
5. **Optional:** Set the desired fields on the Preferences tab.
6. Click Submit.  
   The record is added to the Consumers table (csm_consumer). The primary address is added to the Addresses related list and the Primary field is set to true.
{#import-create-csm-consumers__steps_egt_nbv_flb}

### Create additional consumer addresses {#ariaid-title4}

Consumers can have multiple addresses, including one primary address.

#### Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or
admin

#### About this task

The primary address is stored in the Primary Address tab on the Consumer form and in
the Addresses related list. When you fill in the fields in
the Primary Address tab and click Submit, this information is
added to the Addresses related list as the primary address,
with the Primary field set to true. Any changes made to the
Primary Address fields are also updated in the related
list. A consumer can have only one primary address.

Other addresses, such as billing or shipping addresses, can be created and stored in
the Addresses related list. For these other addresses, the
Primary field is set to false.

#### Procedure

1. Navigate to AllCustomer ServiceCustomerConsumers.
2. Click the number of the desired consumer.
3. In the Addresses related list, click New.
4. Fill in the fields on the Location form.
5. To denote this address as the primary address for the consumer, enable the Primary check box.  
   A consumer can have multiple addresses but only one primary address.
6. Click Submit.

*[\>]: and then