---
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


---

# Consumer form

# Consumer form {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Consumer form

The Consumer form in the Customer Service Management application is designed to capture detailed information about individual business-to-consumer (B2C) customers.
It consolidates contact information, addresses, personal preferences, and portal login details to provide a comprehensive view of each consumer.
Show full answer Show less  

## Key Features

* **Consumer Identification:** Captures full name (assembled from first, middle, last names), prefix, suffix, and photo to represent the consumer.
* **Contact Information:** Includes mobile, business, home phone numbers, fax, and email address for multiple communication channels.
* **Address Management:** Records primary address details such as street, city, state/province, postal code, and country. Supports reusing the same address for billing, shipping, mailing, and cloud operations.
* **Preferences:** Allows configuration of consumer preferences for language, time zone, date and time formats, and notification settings to personalize interactions and communications.
* **Login Details:** Links to the user record for self-service portal access, tracks account activation status, last login time, and failed login attempts to manage authentication and security.
* **Notes:** Provides a space for additional consumer-specific information to support customer service activities.
* **Customer Data Model Fields:** (Available from the Brazil release) Includes lifecycle stage, operational status, relationship tier, customer start date, and external system identifiers to enhance consumer profiling and integration with other business systems.

## Key Outcomes

By utilizing the Consumer form, ServiceNow customers can efficiently manage detailed and structured consumer data, enabling personalized customer service and streamlined self-service portal access. The form supports comprehensive consumer lifecycle tracking and integration with external systems, improving data consistency and operational insights.  
The Customer Service Management application uses the Consumer form to record information about an individual business-to-consumer (B2C) customer, including contact details, address, preferences, and portal sign-in.
The Consumer form includes the following fields.  
{#consumer-form__table_consumer_form_fields__entry__2}

| Field | Definition |
|-|-|
| Name | The full name of the consumer, assembled from the first, middle, and last name fields. This field is read-only. |
| Prefix | The title that precedes the consumer's name, such as Mr. or Ms. |
| First name | The first name of the consumer. |
| Middle name | The middle name of the consumer. |
| Last name | The last name of the consumer. |
| Suffix | The suffix that follows the consumer's name, such as Jr. or Sr. |
| Mobile phone | The mobile phone number of the consumer. |
| Business phone | The business phone number of the consumer. |
| Home phone | The home phone number of the consumer. |
| Fax | The fax number of the consumer. |
| Number | The identifier automatically generated for the consumer record. |
| Email | The email address of the consumer. |
| Gender | The gender of the consumer. |
| Photo | An image that represents the consumer. Select Click to add to upload a photo. |
| Active | Indicates whether the consumer record is active. Inactive consumers don't appear in lists. |
[Table 1. Consumer form fields]

{#consumer-form__table_consumer_form_fields}

## Primary Address {#consumer-form__section_consumer_primary_address}

{#consumer-form__table_consumer_primary_address__entry__2}

| Field | Definition |
|-|-|
| Street | The street address of the consumer. |
| City | The city of the consumer's address. |
| State / Province | The state or province of the consumer's address. |
| Zip / Postal code | The ZIP or postal code of the consumer's address. |
| Country | The country of the consumer's address. |
| Use same address for | The additional address types that reuse this address: Billing, Shipping, Mailing, and Cloud Operations. Select each type that applies. |
[Table 2. Primary Address fields]

{#consumer-form__table_consumer_primary_address}

## Preferences {#consumer-form__section_consumer_preferences}

{#consumer-form__table_consumer_preferences__entry__2}

| Field | Definition |
|-|-|
| Language | The preferred language for the consumer's communications and self-service experience. |
| Time zone | The time zone used to display dates and times for the consumer. The default is the system time zone. |
| Date format | The format used to display dates for the consumer. |
| Notification | Whether the consumer receives notifications. Select Enable to send notifications to the consumer. |
| Time format | The format used to display times for the consumer. |
[Table 3. Preferences fields]

{#consumer-form__table_consumer_preferences}

## Login Details {#consumer-form__section_consumer_login_details}

{#consumer-form__table_consumer_login_details__entry__2}

| Field | Definition |
|-|-|
| User | The user record associated with the consumer for signing in to the self-service portal. |
| Active | Indicates whether the associated user account is active and can sign in. |
| Last login time | The date and time when the consumer last signed in. This field is read-only. |
| Failed login attempts | The number of consecutive failed sign-in attempts for the associated user account. |
[Table 4. Login Details fields]

{#consumer-form__table_consumer_login_details}

## Notes {#consumer-form__section_consumer_notes}

{#consumer-form__table_consumer_notes__entry__2}

| Field | Definition |
|-|-|
| Notes | Additional information about the consumer. |
[Table 5. Notes fields]

{#consumer-form__table_consumer_notes}

## Customer data model fields {#consumer-form__section_consumer_cdm_fields}

Note:  
These fields were added to the Consumer table (`csm_consumer`) in the Brazil release. They appear on the Consumer form after an administrator adds them to the form view.  
{#consumer-form__table_consumer_cdm_fields__entry__2}

| Field | Definition |
|-|-|
| Consumer stage | The stage of the consumer in the customer lifecycle. The available values are configured for your instance. |
| Consumer status | The consumer's current operational status, such as Onboarding. The available statuses depend on the value selected in the Consumer stage field. |
| Relationship tier | The tier that reflects the consumer's overall value or engagement. The available values are configured for your instance. |
| Customer since | The date the consumer became a customer. |
| External ID | The identifier for this consumer in an external system, such as a CRM, ERP, or identity provider. Use this field to correlate the consumer across systems. Values aren't required to be unique. |
[Table 6. Customer data model fields]

{#consumer-form__table_consumer_cdm_fields}
**Related tasks**   

* [Configure consumers](https://www.servicenow.com/docs/X0lLVMwl9JYPyiV4dcztZA "A consumer is a customer in the business-to-consumer (B2C) business model.")
* [Create consumers](https://www.servicenow.com/docs/Ag0RlYKXVWN4fGqG1ToRvA "A consumer is a customer in the business-to-consumer (B2C) business model. Use the Customer Service Management application to create consumer records.")