---
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


---

# B2B2C - Account consumer data model

# B2B2C - Account consumer data model {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Reference the account consumer linkage entity that joins an account to a consumer in business-to-business-to-consumer (B2B2C) scenarios. An enterprise customer is responsible for individual consumers who use the products or
services.

## Overview of B2B2C data model {#b2b2c-account-consumer-data-model__section_ikm_g2y_zjc}

The B2B2C account consumer model is common across insurance, healthcare, telecommunications, and financial services. The model adds one new entity, account consumer, which links an account to a consumer with metadata about the
relationship. The linkage forms a chain from account to account consumer to consumer, and then to the consumer user and the platform user.

## B2B2C - Account consumer data model diagram {#b2b2c-account-consumer-data-model__section_oq2_g5x_zjc}

In the B2B2C account consumer data model diagram, account consumer links an account to a consumer, forming the chain account, account consumer, consumer, consumer user, and user. The account is the enterprise customer, and
the consumer is the individual customer. Reference data and transaction data apply as described in the customer data model.

## Tables in the B2B2C Account Consumer data model {#b2b2c-account-consumer-data-model__section_qlj_ycy_zjc}

{#b2b2c-account-consumer-data-model__table_aby_1dy_zjc__entry__3}

| Label | Table name | Description |
|-|-|-|
| Account |   |   |
| Account Consumer |   | B2B2C linkage entity. Links an Account to a Consumer with metadata about responsibility scope, effective dates, and relationship category. A Consumer can be linked to multiple Accounts, and an Account can be linked to many Consumers. |
| Consumer | csm_consumer |   |
| Consumer User (linked) | sys_user |   |
| User |   |   |
[ ]

{#b2b2c-account-consumer-data-model__table_aby_1dy_zjc}  
Note:  
B2B2C model does not redefine customer entities. It reuses the account entity from the [B2B - Account data model](https://www.servicenow.com/docs/__q1sm6bsXywCaIYCEUQzg "Reference the tables and relationships that store business-to-business (B2B) customer accounts, contacts, account hierarchies, account relationships, and account teams.") and the consumer entity from the [B2C - Customer and household data model](https://www.servicenow.com/docs/9H3NZ8gjbZ28e4Soru_lXA "Reference the tables and relationships that store business-to-consumer (B2C) consumers, consumer profiles, households, household members, and the relationships that connect them."). It also reuses the framework components from [Customer relationships and access management](https://www.servicenow.com/docs/ULgfhk~MvfQtiqgjZfpGCg "Reference the framework that governs every relationship and access decision across Customer Data Foundation. Its components control what parties can do, which records carry multiple parties, and how parties are related.").The only entity it adds is Account Consumer.

## How data applies in B2B2C {#b2b2c-account-consumer-data-model__section_st3_ngy_zjc}

The account consumer linkage allows reference and transaction data to apply at the account level, the consumer level, or both.
{#b2b2c-account-consumer-data-model__table_knj_qgy_zjc__entry__2}

| Data category | Where it applies in BB2B2C |
|-|-|
| Sold products | Typically on the account (the enterprise holds the product record); can also be on the consumer for consumer-specific products such as a policy in the consumer's name. |
| Install base items | On the consumer for the consumer's own equipment (a home medical device); on the account for enterprise-issued equipment. |
| Contracts | Account-level contracts that cover linked consumers; consumer-specific contracts for individual arrangements. |
| Entitlements | Typically derived from the account contract and applied to the consumer through the linkage. |
| Locations | Account addresses (billing, mailing to the enterprise); consumer or profile addresses (service delivery, primary residence, insured property). |
| Case | Opened at the consumer level with visibility to the account, or at the account level with reference to a specific consumer. |
| Work orders | Dispatched to the consumer's service address but authorized through the account's contract and entitlement. |
[ ]

{#b2b2c-account-consumer-data-model__table_knj_qgy_zjc}
**Related concepts**   

* [Configure customer data models for B2B2C](https://www.servicenow.com/docs/2wEzqRKyHMtJkdzZeh_X4Q "Enable business customers to support their end consumers by creating cases and tracking services for products and offerings, using the business-to-business-to-consumer (B2B2C) data model.")
* [Using customer data models for B2B2C](https://www.servicenow.com/docs/XDZ4Vc5D56ujrFFNX7khMw "With the business-to-business-to-consumer (B2B2C) model, organizations across industries can easily configure multi-level customer relationships and support business customers who can support their end consumers.")