---
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


---

# Configuring a contact as a consumer

# Configuring a contact as a consumer {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Associating a contact with the consumer in Customer Service Management (CSM) application enables you to function as both a B2B contact and a B2C consumer. Using this feature, you can easily switch between different customer portals without separate login credentials.

## Contact as a consumer {#configuring-a-contact-as-a-unified-consumer__section_lys_2rl_13c}

Earlier, Customer Service Management (CSM) required separate user records for each customer persona. If a person was both a B2B contact and a B2C consumer, they would need two distinct user accounts with separate credentials. The contact as a consumer feature addresses this by providing a unified login experience. Individuals who hold multiple customer roles within the same ServiceNow® platform can use a single set of credentials.

For example, in banking and financial services, a customer has a personal savings account (B2C consumer) and also owns a small business with a business account (B2B contact). With Contact as a Consumer, they can use one login to
manage both accounts, switching between personal and business contexts as needed.