Difference between Account and Consumer in Customer Service Management

[shiva raj]

What is the exact difference between Account and Consumer wrt to Case.

[cx2162 · Accepted solution]

Hi,

Account is B2B - It is bundled with contact entity whereas

Consumer is B2C - Consumer doesnt have account related to it.

Refer the below link for better understanding:

https://community.servicenow.com/community?id=community_question&sys_id=c8c5bae2dbaf57440be6a345ca9619ce

[Community Alums]

Hi,

Account is for B2B, it is bundled with contact entity.

Consumer is for B2C, consumer doesn't have account related to it. 

In other words:

When Company XYZ calls their IPS provider they are a B2B customer with an Account with Authorized Contacts calling about their Business Account.

When you call your IPS provider you are a B2C consumer. You are an Individual calling about your personal service say at your house. 

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep