Configuring a user as a Unified Consumer

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • 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.

    Overview

    Before a unified profile was available, a platform user could only hold either an snc_internal or an snc_external role, but not both roles due to role collision issues. Modeling a user as both an employee and a consumer wasn't possible in the past because the sn_customerservice.consumer role inherited the snc_external role. The role inheritance that was combined with the platform's behavior to help prevent role collision restricted a user from performing internal duties while that user was also a consumer.

    With this new unified user functionality, a single user who is an employee (snc_internal) can also be a business-to-consumer (B2C) customer. With a unified profile, your user can switch between different user records and seamlessly transition between roles.

    For example, in a financial institution, an individual could be both an employee and a personal account holder. Similarly, in the telecommunications industry, an internal employee might also use company voice services for personal use.

    Note:

    You can activate this functionality by enabling the Customer Service (com.sn_customerservice) plugin.

    Using a query rules framework

    You can use the Unified Consumer feature only within the query rules framework. For example, when you update a consumer record, the associated user records synchronize through a business rule sync_consumer to csm_consumer_user through a business rule. This synchronization occurs only if the associated user class has the csm_consumer_user record and not any other user record. When you modify the following fields for the consumer user, the associated records also automatically update:
    • First name
    • Middle name
    • Last name
    • Email
    • Mobile phone
    • Business phone
    • Home phone

    You can synchronize all types of user records by customizing the business rule to the sys_user record instead of the csm_consumer_user record.