---
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


---

# Setting up a user as a Unified Consumer

# Setting up a user as a Unified Consumer {#ariaid-title1}

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

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 {#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.  
Note:  
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/AksxW6IzmT7k4HVNjpssbQ "Activate a user as a Unified Consumer user 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 user | Establish an internal user or designate an existing user as a consumer. For more information, see [Create a user](https://www.servicenow.com/docs/access?context=t_CreateAUser&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US). |
| 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=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US). |
| 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/4TBxnnSVUyXTi9nHoojiFw "Consumer service agents and managers can create consumer records from the Customer Service Management application."). |
| 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/yja4Jka34QK0e8z5XaHt4A#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, the user can access the Consumer Service Portal (CSP) as a consumer to search for information, create cases, and more."). |
[Table 1. Set up the tasks for activating a Unified Consumer]

{#setting-up-a-user__table_zkw_5bc_wzb}
**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.")  
**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.")
* [Supported and unsupported roles and features](https://servicenow-prod.fluidtopics.net/94X4PteRTEWm5z~q5_zEzQ "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.")