---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring a Unified User

# Configuring a Unified User {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

A user can maintain multiple profiles within the Customer Service Management (CSM) application and other ServiceNow applications with one login.

## Use cases {#configuring-unified-user__section_b1r_2sn_5zb}

In the past, customers had to create multiple user records for a user who had different roles on different applications. For example, let's say that you have a CSM user who is both an internal employee and an external consumer. With a unified profile, your user can switch between different user records and seamlessly transition between roles.  
By using multiple profiles within the CSM application, your organization can have these different profiles:

* Internal and external CSM profiles for the same user where that user has both internal and external accounts. For example, in a financial institution, a consumer might be an employee of a bank and at the same time hold a personal account in the same bank.
* Multiple external profiles for a CSM user where a user has multiple external accounts. For example, a consumer might have a patient profile in Healthcare and Life Sciences and also have a constituent profile in Public Sector Digital Services.
* Multiple profiles with the CSM and other ServiceNow® applications where a user has multiple accounts within CSM and other ServiceNow applications. For example, a user might have a CSM account for vendor support and a VRM account for vendor risk management.
{#configuring-unified-user__ul_jhl_xyn_5zb}

## Key benefits {#configuring-unified-user__section_ql5_nf4_5zb}

* Improved user experience. A unified user can navigate between internal and external roles without switching profiles.
* Enhanced admin efficiency. Your organization can streamline the administrative processes so that you don't have to manage multiple user accounts for individuals with various profiles or roles.
* Increased customer satisfaction. Your organization can offer a consistent service to your customers across different roles, which could lead to increased customer loyalty and positive feedback.
{#configuring-unified-user__ul_wxd_gg4_5zb}
**Related concepts**   

* [Configuring a user as a Unified Consumer](https://www.servicenow.com/docs/gGLH_LJGv2ZxLTGA3psg0w "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.")