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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Activate Unified Consumer

# Activate Unified Consumer {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Activate the Unified Consumer functionality within the Customer Service Management (CSM) application by updating the Consumer script include. This modification enables you to display the other sys_user extension records in the reference list for the users in the csm_consumer
table.

## Before you begin

Role required: admin

## About this task

To enable access to sys_users (internal users), add the sys_user to the user extension in the Consumer script include.

## Procedure

1. Navigate to AllSystem DefinitionScript Includes.
2. Open the Consumer script include and modify the script as follows:  
   Add the initialize method to the Consumer script include and set this.userExtensions value.

       var Consumer = Class.create();

       Consumer.prototype = Object.extendsObject(ConsumerImpl, {
           initialize: function() {
               ConsumerImpl.prototype.initialize.call(this);
               this.userExtensions = ["csm_consumer_user", "sys_user"];
           },

           type: 'Consumer',

       });

   Note:  
   While creating a consumer user from the consumer form, you're redirected to the interceptor form to select the user type.
3. Select Update.
{#activate-unified-consumer__steps_ynm_xm2_wzb}

## What to do next

Add a user to your instance. For more information, see [Creating and associating a Unified Consumer user to a consumer record](https://www.servicenow.com/docs/FMHNqzqvrOVGPQOrO0~QJg#associating-users-to-a-consumer-record "Create and associate a Unified Consumer user with a consumer record so that your user can access the Customer Service Portal (CSP). This process involves creating a Unified Consumer user through a consumer form and then associating the user to a consumer record.").

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