---
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


---

# Customer Data Foundation

# Customer Data Foundation {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Models who a customer is, how they relate to the organization that serves them, and what each person can access across Customer Service Management (CSM).

## Overview of Customer Data Foundation {#customer-data-foundation__section_zg2_b4v_zjc}

Customer Data Foundation is the framework that CSM uses to model the customer. It defines who a customer is, how they relate to the organization that serves them, and what each person can see and do. The framework has four layers:

* the company that provides products and services
* the customer organizations it serves
* the individual people who consume those products and services
* the access controls that govern access
{#customer-data-foundation__ul_ucq_lpv_zjc}

The same foundation supports the following business models: business-to-business (B2B), business-to-consumer (B2C), and business-to-business-to-consumer (B2B2C). Because the foundation is shared across the customer service
portfolio, a record created in one product is immediately available in another, without duplication.

## Provider and customer model {#customer-data-foundation__section_xt3_yyv_zjc}

The company builds the products and services and serves customers through its employees. Some employees are fulfillers who handle customer interactions directly. This relationship is the Customer-Employee relationship shown
at the top of the model.

## Customer Data Foundation layers {#customer-data-foundation__section_uph_tmx_zjc}

Customer Data Foundation is organized into four layers. Each layer has a distinct purpose, and the entities in each layer connect to the layers preceding and succeeding.
{#customer-data-foundation__table_tst_ymx_zjc__entry__3}

| Layer | What it covers | Key entities |
|-|-|-|
| Company | The organization that builds products and services for the end customers, and the employees who serve them. | * Company * Employee * Fulfiller {#customer-data-foundation__ul_o4b_fnx_zjc} |
| Customer organizations | External end-customers who pay for or are entitled to the goods and services. | * Account * Partner account * Consumer * Household {#customer-data-foundation__ul_g3f_fnx_zjc} |
| Customer people | People who directly or indirectly consume the product, or who represent the business consuming the service. | * Contact * Partner contact * Account consumer * Consumer profile * Member {#customer-data-foundation__ul_rzk_fnx_zjc} |
| Access requirements | The access that end users hold, expressed as the roles they act in. | * Requester * Contact admin * Authorized representative * Head of household {#customer-data-foundation__ul_cpn_fnx_zjc} |
[Table 1. Different layers of Customer Data Foundation]

{#customer-data-foundation__table_tst_ymx_zjc}

## Business models supported {#customer-data-foundation__section_wyw_15w_zjc}

Customer Data Foundation supports the following business models: B2B, B2C, and B2B2C. Each model uses the same underlying entities in a different combination. It also supports, business-to-business-to-employee model (B2B2E) variant
that extends the B2B model.
{#customer-data-foundation__table_fyk_t5w_zjc__entry__3}

| Business model | Entities | Typical scenario |
|-|-|-|
| B2B | * Account * Contact {#customer-data-foundation__ul_vyn_hvw_zjc} | A software company sells to another business, and the buyer's employees are its contacts. |
| B2C | * Consumer * Household member {#customer-data-foundation__ul_unh_3vw_zjc} | A telecommunications provider serves individual subscribers or households. |
| B2B2C | * Account * Consumer (via account consumer) {#customer-data-foundation__ul_n2y_qvw_zjc} | An insurance carrier covers policyholders through a broker, or a healthcare payer covers patients through providers. |
| B2B2E | Reuses the B2B model (account and contact) | An HR service company delivers services to the employees of an enterprise customer. |
[ ]

{#customer-data-foundation__table_fyk_t5w_zjc}
**Related concepts**   

* [Data management for Customer Service Management](https://www.servicenow.com/docs/G92GV7S0OLC2hv2UYsh~xQ "Data management refers to the processes and tools used to collect, organize, secure, and use customer-related data effectively so that support teams can deliver better service experiences. You can give your managers and agents a comprehensive view of customer data, including account and contact or consumer details, products and services, assets, contracts, and entitlements.")
* [User management](https://www.servicenow.com/docs/S_QIA5JO1vjq_Xi8OVIL8Q "Configure the internal and external users for Customer Service Management to provide the correct access to features, capabilities, and case data. Create relationships that facilitate case management and fulfill support roles for specific accounts.")
* [Service Model Foundation overview](https://www.servicenow.com/docs/yVOxwvIBbiFbDQ67P57LDw "The Customer Service Management (CSM) application includes the Service Model Foundation framework, formerly named Industry Data Model, which enables you to model the business organization structure, customer organizations, and relations between them.")