---
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


---

# Create a consumer record

# Create a consumer record {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a consumer user record directly from the consumer form by using the User reference field. This field allows you to either select an existing user, which then automatically links to the consumer record.

## Before you begin

Role required: One of the following roles:

* admin
* sn_crm_consumer_data_manager
* sn_crm_consumer_relationship_data_manager
* sn_crm_household_data_manager
* sn_crm_household_relationship_data_manager
* sn_crm_foundation_data_manager
* sn_crm_foundation_admin
{#create-a-consumer-user__ul_dks_52x_m3c}

## About this task

Create a consumer user to associate it with a new or existing contact.

## Procedure

1. Navigate to AllCustomer ServiceCustomerConsumers.
2. Select the consumer from the consumer record.
3. In the login Details related list, select the User lookup icon ![Lookup icon.]() to open the list of customer_contact.
4. On the Users list, select New.  
   Note:  
   If the unified consumer isn't configured, the system redirects to the consumer user form. If other user extensions are configured, it redirects to the interceptor, enabling you to select the user type.
5. On the form, fill in the fields.  
   For a description of the field values, see [Contact form for Email Interaction for CSM](https://www.servicenow.com/docs/WkD_c2Uhsf3DsDumXaYa1w "The Contact form enables you to add the customer contact to the interaction record.").
6. Select Submit.

## What to do next

[Associate an existing contact user with a consumer record](https://www.servicenow.com/docs/~1rYqU0AQdq4y4a2JrAKkg "Associate a contact with a consumer record in the Customer Service Management (CSM) application. After the association is done, you can access the Consumer Service Portal (CSP) as a consumer to search for information, create cases, and more.")

*[\>]: and then