---
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

# Customer data {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Customer data

Customer data in Customer Service Management (CSM) encompasses information about external individuals and entities such as accounts, contacts, consumers, and households.
This data is essential for managing customer relationships, support activities, and service delivery in both business-to-business (B2B) and business-to-consumer (B2C) models.
Show full answer Show less  

## Key Features

* **Accounts:** Represent customers or partners who sell to and support other customers. Accounts are stored in the `Account [customeraccount]` table and can be categorized as customer accounts, partner accounts, or both. New fields added since the Australia release include:
  * DUNS Number: Enables storing a standardized business identifier to support data enrichment and third-party integrations.
  * Active: Indicates if the account is currently active, facilitating filtering and workflow processing.
* **Contacts:** Individuals employed by an account, associated with only one account, who may have multiple assets and service contracts. Contacts can access the Customer Service Portal. Their data is stored in the `Contact [customercontact]` table.
* **Consumers:** Customers in a B2C context, with their data maintained in the `Consumer [csmconsumer]` table.
* **Households:** Groups of consumers sharing the same address and products or services. Households have a designated head who has access to all cases and information for members. Data is stored in the `Household [csmhousehold]` table.
* **Granular Administrative Roles for Customer Data Foundation (CDF):** Introduces 25 new fine-grained admin roles with specific read, write, create, and delete permissions, allowing role-based access control tailored to job functions and security needs. This enhancement improves security compliance and is supported by updated prerequisites in CDF configuration documentation.

## Key Outcomes

* Enables comprehensive management of customer and partner information across diverse business models.
* Supports integration and enrichment of account data through standardized identifiers like DUNS.
* Allows precise control over data access and administrative functions via granular roles, enhancing security and compliance.
* Facilitates better customer support and service delivery by organizing individuals and groups logically (contacts, consumers, households).  
Customer data for Customer Service Management (CSM) consists of information about people who aren't part of your organization, including accounts, contacts, consumers, and households.

## Different entities within Customer Data {#customer-data__section_yh5_tx1_23c}

Accounts
:   An account is a customer or a partner who sells to and supports other customers. Accounts can be customer accounts, partner accounts, or both, and their information is stored in the Account \[customer_account\]
    table.  
    Note:  
    Starting with the Australia release, the following fields are added to the Customer Account (customer_account) table to improve business identification and record management:

    * DUNS Number - Store the Data Universal Numbering System (DUNS) identifier for your business accounts to support data enrichment and third-party integrations.
    * Active - Indicates whether an account record is currently active for filtering and workflow purposes.
    {#customer-data__ul_g5b_j1n_whc}

    There are two types of accounts: customer accounts and partner accounts.

    * A partner is a supported external customer that sells to and supports other customers. A partner can report and manage cases on behalf of customers. A partner can also be a customer.
    * An account can be a customer account, a partner account, or both. The Customer and Partner fields on the Account form denote the account type.
    {#customer-data__ul_f4g_ht2_h4b}

Contacts

:   A contact is an employee of an account and can be associated with only one account. Contacts can have multiple assets and service contracts and can log in to the Customer Service Portal.Contact information is
    stored in the Contact \[customer_contact\] table.

Consumers
:   In the business-to-consumer (B2C) model, consumers are customers, and their information is stored in the Consumer \[csm_consumer\] table.

Households

:   A household is a group of consumers who live at the same address and share products and services. A household can have a designated head of household and multiple current members. The head of household has
    access to all cases and information for the other household members.

    Household information is stored in the Household \[csm_household\] table.

## Granular administrative roles for Customer Data Foundation (CDF) {#customer-data__section_xjj_wx1_23c}

Implemented new administrative roles that provide fine-grained access control across Customer Data Foundation (CDF). These roles can be assigned to administrators and other personas based on job functions and security requirements. It includes the following enhancements:

* Added 25 new admin roles with specific read, write, create, and delete permissions.
* Updated "Before you begin" sections across all Customer Data Foundation configuration topics with role prerequisites.
* Enhanced security compliance through role-based access segregation.
{#customer-data__ul_wnz_k4r_c3c}

For detailed information on the granular admin roles in CDF and their associated privileges, see [Platform security granular admin roles](https://www.servicenow.com/docs/access?context=platsec-granular-roles&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).