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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure users and groups

# Configure users and groups {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
A user is an individual who can access your instance and a group is a set of users
who share a common purpose. The users associated with a group are listed as group
members.

## Before you begin

Role required: import_admin, user_admin, and sn_crm_foundation_admin

## About this task

Group information is used across most processes in the ServiceNow AI Platform. You can use it for assigning work to teams and requesting approvals.

Any rule that is applied to a group is automatically assigned to group members; for
example, roles and assignment rules.

## Procedure

* You can import existing users and groups using guided setup.
* You can create users and groups using the ServiceNow AI Platform user administration feature.  
  * [Create a user](https://www.servicenow.com/docs/access?context=t_CreateAUser&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
  * [Create a user group](https://www.servicenow.com/docs/access?context=t_CreateAGroup&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
  * [Add a user to a group](https://www.servicenow.com/docs/access?context=t_AddAUserToAGroup&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
  {#configure-csm-users-groups__ul_bt3_xpf_vlb}
{#configure-csm-users-groups__steps-unordered_ukg_jyh_rlb}