---
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


---

# Supported and unsupported roles and features

# Supported and unsupported roles and features {#ariaid-title1}

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

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.
{#features-supp-and-unsupp-by-unified-consumer__table_ijx_tjq_vzb__entry__5}

| Supported or unsupported | Persona and role \[Role Name\] | Internal role(s) | External role(s) | Description |
|-|-|-|-|-|
| Supported | Administrator | Admin \[admin\] |   | Administrators who can set up unified consumer users. |
| Supported | Internal unified consumer | Internal employee \[snc_internal\] Note: Can have other internal roles across non-CSM applications. | Unified consumer \[sn_customerservice.unified_consumer Note: The unified consumer role doesn't contain snc_external roles. | An employee (internal user) who is also a consumer (external). |
| Supported | External unified consumer |   | * Unified Consumer \[sn_customerservice.unified_consumer\] * External users \[snc_external\] {#features-supp-and-unsupp-by-unified-consumer__ul_ejx_5qm_vbc} | A user who is similar to a consumer \[sn_customerservice.consumer\], but has the unified consumer role. |
| Unsupported | Customer Service Management (CSM) fulfiller as a consumer | * Customer service manager \[sn_customerservice_manager\] * Relationship agent \[sn_customerservice.relationship_agent\] * Case task agent \[sn_customerservice.case_task_agent\] * Account customer agent \[sn_acct_consumer.agent\] * Location consumer agent \[sn_customerservice.svc_location_consumer_agent\] * Location agent \[sn_customerservice.svc_location_agent\] * Location manager \[sn_customerservice.svc_location_manager\] * Location relationship manager \[sn_bus_loc.location_relationship_manager\] * Customer service agent \[sn_customerservice_agent\] * Consumer service agent \[sn_customerservice.consumer_agent\] {#features-supp-and-unsupp-by-unified-consumer__ul_mbc_5ys_5bc} | Unified Consumer \[sn_customerservice.unified_consumer\] | A customer service agent who is also a consumer. |
| Unsupported | CSM contributor as a consumer | * Account contributor \[sn_customerservice.account_contributor\] * Consumer contributor \[sn_customerservice.consumer_contributor\] * Relationship contributor \[sn_customerservice.relationship_contributor\] * Self-contributor \[sn_customerservice.self_contributor\] * Service organization contributor \[sn_customerservice.service_organization_contributor\] * Location manager contributor \[sn_customerservice.svc_location_manager_contributor\] {#features-supp-and-unsupp-by-unified-consumer__ul_t5j_fbt_5bc} | Unified Consumer \[sn_customerservice.unified_consumer\] | An employee (internal contributor) who can create cases on behalf of themselves and others, but is also a consumer. |
| Unsupported | Employee as an account-consumer (B2B2C) | Internal employee \[snc_internal\] | Account consumer \[sn_acct_consumer.consumer\] | An employee who is also a consumer for a business-customer (B2B2C). |
[Table 1. Supported and unsupported roles and personas]

{#features-supp-and-unsupp-by-unified-consumer__table_ijx_tjq_vzb} {#features-supp-and-unsupp-by-unified-consumer__table_djy_plq_vzb__entry__1}

| Features |
|-|
| * Case Management * Case Tasks * Install Base Management * Inbound/Outbound Email Notifications * Targeted Communications * Service Catalog Product Case * Consumer Profile and Consumer Profile Locations * Household * Case Application Programming Interface (APIs) * Asset (IT Asset Management) * Contracts and Entitlements * Contracts on Sold Product or Install Base Items * Virtual Agent or Agent Chat * Live Agent Chat * Look up and Verify * Case Digest * Case Escalations * Case Types * Case Playbooks for Complaint * Case Playbooks for Onboarding * Order Management * Omnichannel Callback * Engagement Messenger * ServiceNow Voice for CSM * Business Location * Walk-up Experience for Customer Service Management * Knowledge Management * Communities * CSM Integrations * Customer Service Management and Field Service Management Integration * Customer Service Management and Request Management Integration * Customer Service Management and Asset Management Integration {#features-supp-and-unsupp-by-unified-consumer__ul_nvy_2sd_5bc} * Field Service Management * Work Orders and Work Order Tasks * Appointment Booking * Conversational Appointment Booking {#features-supp-and-unsupp-by-unified-consumer__ul_p2v_lsd_5bc} {#features-supp-and-unsupp-by-unified-consumer__ul_br3_2mq_vzb} |
[Table 2. List of supported features and flows for unified consumer]

{#features-supp-and-unsupp-by-unified-consumer__table_djy_plq_vzb}
**Related concepts**   

* [Configuring a user as a Unified Consumer](https://servicenow-prod.fluidtopics.net/jWrU8Deq9yWizfY6xYK8mA "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.")
* [Setting up a user as a Unified Consumer](https://servicenow-prod.fluidtopics.net/VoqHqjLa_2hxnnuFEBZWmQ "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.")  
**Related reference**   

* [Roles installed with Employee as a Consumer](https://servicenow-prod.fluidtopics.net/wF3gkHQ_CGWZ5l4uQ0aY3w "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.")