---
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


---

# Consumer form

# Consumer form {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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/0gAUkXPBZN9BEXSl0UGU2A "A consumer is a customer in the business-to-consumer (B2C) business model.")
* [Create consumers](https://www.servicenow.com/docs/afrn_ZJDSshBk2cVNZwLqg "A consumer is a customer in the business-to-consumer (B2C) business model. Use the Customer Service Management application to create consumer records.")