---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/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 user as a Unified Consumer

# Configuring a user as a Unified Consumer {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

By creating a unified profile, you can integrate both internal and external personas or consumers in your organization. A user who has a unified profile has synchronized user's login interactions across the Customer Service Management (CSM) application.

## Overview of Unified Consumer {#configuring-employee-as-a-consumer__section_y51_lyn_d1c}

Before a unified profile was available, a platform user could only hold either an snc_internal or an snc_external role, but not both roles due to role collision issues. Modeling a user as both an employee and a consumer wasn't
possible in the past because the sn_customerservice.consumer role inherited the snc_external role. Role inheritance was combined with the platform's behavior to avoid role collisions, which could otherwise restrict users from performing
internal duties while also acting as a consumer.

With this new unified user functionality, a single user who is an employee (snc_internal) can also be a business-to-consumer (B2C) customer. With a unified profile, your user can switch between different user records and seamlessly
transition between roles.

For example, in a financial institution, an individual could be both an employee and a personal account holder. Similarly, in the telecommunications industry, an internal employee might also use company voice services for personal
use.

## Requirements for Unified Consumer {#configuring-employee-as-a-consumer__section_vnq_hs4_13c}

A functional Unified Consumer requires:

* A record in the Consumers \[csm_consumer\] table linked to the user.
* The Unified Consumer (sn_customerservice.unified_consumer) role assigned to the user.

{#configuring-employee-as-a-consumer__ul_rrw_js4_13c}  
Note:  
Create the consumer record before assigning the role. Missing either component prevents the user from accessing consumer functionality such as cases, sold products, or install base items.

You can initiate this functionality by enabling the Customer Service (com.sn_customerservice) plugin.

## Using a query rules framework {#configuring-employee-as-a-consumer__section_uyk_fbr_21c}

You can use the Unified Consumer feature only within the query rules framework. For example, when you update a consumer record, the associated user records synchronize through a business rule sync_consumer to csm_consumer_user through a business rule. This synchronization occurs only if the associated user class has the csm_consumer_user record and not any other user record. When you modify the following fields for the consumer user, the associated records also automatically update:

* First name
* Middle name
* Last name
* Email
* Mobile phone
* Business phone
* Home phone
{#configuring-employee-as-a-consumer__ul_uhk_tby_11c}

You can synchronize all types of user records by customizing the business rule. Apply it to the sys_user record instead of the csm_consumer_user record.
**Related concepts**   

* [Setting up a user as a Unified Consumer](https://www.servicenow.com/docs/TT0_t8XUKD_413VM2kdA0w "Set up a user as a Unified Consumer by creating a single, unified profile that supports both the internal and external personas in the Customer Service Management (CSM) application.")  
**Related reference**   

* [Roles installed with Employee as a Consumer](https://www.servicenow.com/docs/ukbFjfdWDvibWvpwF4BXTw "Use different roles to establish the relationships between your users and entities. By using the Employee as a Consumer functionality within the Customer Service Management (CSM) application, your organization can support both requesters and supporters.")
* [Supported and unsupported roles and features](https://www.servicenow.com/docs/BRQYV4Jzw3R6rVsx1SG1og "Explore the capabilities and limitations of the unified consumer role (sn_customerservice.unified_consumer) to understand the roles and features it supports. This analysis helps you can enhance the user experience and streamline administration, supporting a unified identity across different user contexts.")