What is the Consumer table?

[e_wilber]

We have CSM installed and it comes with a Consumers table.

At first glance, it looks like it's the opposite of the Contacts table to hold user accounts for individuals not associated to an Account. When I looked at the table structure, Consumers does not extend sys_user so these individuals wouldn't be able to sign in to SN, right?

I see a Consumer Users table that does extend User and it looks like this is where you create your consumer user records. What's the point of the main Consumers table then? It looks like a user record but you can't use it to sign in?

[adamjgreenberg]

You are correct, csm_consumer_user does not extend sys_user in a manner that these users can log into your instance until they register. Once registered, they will have default access to the role sn_customerservice.consumer. So whatever you define additionally or remove from this role is what these users will have access to.

The point of the CSM consumer user table is to allow non-authenticated users or non-roled users with access to your service portal to register with your system.

-- When a consumer successfully completes the self-registration process from the Consumer Service Portal, a record of the consumer registration is created and stored in the Consumer Users table [csm_consumer_user] and the Users table [sys_user]. The consumer is also granted the consumer [sn_customerservice.consumer] role.

https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/task/create-a-consumer-registration.html

Consumer information includes the name, phone number, and one or more addresses for a consumer.

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.

https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/concept/consumer-information-overview.html

Hope this helps you with what you need.

[david_legrand]

@agreenberg : So the logic is in B2C CSM, we should import all consumers as "csm_consumer" and the csm_consumer_user shall be created only if we are sure we want that person to connect on the Portal or if that person does the required action to log in on the Portal.

Yeah, it make sense when you say it out loud 🙂

[sachinbhasin11]

This would mean that even to send appointments to consumers they need to be created on the csm_consumer_user table so that they can send the invite to these users 

Since the 'To' field on the 'sn_customerservice_appointment' table refers to only the 'sys_user' table any consumer(s) with their record in 'csm_consumer' table can't be sent an appointment