Supported and unsupported roles and features

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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.

    Table 1. Supported and unsupported roles and personas
    Supported or unsupported Persona and role [Role Name] Internal role(s) External role(s) Description
    Supported Administrator Admin [admin] Administrators who can set up unified consumer users.
    Internal unified consumer Internal employee [snc_internal]
    Note:
    Can have other internal roles across non-CSM applications.

    Unified consumer [sn_customerservice.unified_consumer]

    Note:
    The unified consumer role doesn't contain snc_external roles.
    		 An employee (internal user) who is also a consumer (external).
    External unified consumer
    • Unified Consumer [sn_customerservice.unified_consumer]
    • External users [snc_external]
    		 A user who is similar to a consumer [sn_customerservice.consumer], but has the unified consumer role.
    Unsupported Customer Service Management (CSM) fulfiller as a consumer
    • Customer service manager [sn_customerservice_manager]
    • Relationship agent [sn_customerservice.relationship_agent]
    • Case task agent [sn_customerservice.case_task_agent]
    • Account customer agent [sn_acct_consumer.agent]
    • Location consumer agent [sn_customerservice.svc_location_consumer_agent]
    • Location agent [sn_customerservice.svc_location_agent]
    • Location manager [sn_customerservice.svc_location_manager]
    • Location relationship manager [sn_bus_loc.location_relationship_manager]
    • Customer service agent [sn_customerservice_agent]
    • Consumer service agent [sn_customerservice.consumer_agent]
    		 Unified Consumer [sn_customerservice.unified_consumer] A customer service agent who is also a consumer.
    CSM contributor as a consumer
    • Account contributor [sn_customerservice.account_contributor]
    • Consumer contributor [sn_customerservice.consumer_contributor]
    • Relationship contributor [sn_customerservice.relationship_contributor]
    • Self-contributor [sn_customerservice.self_contributor​]
    • Service organization contributor [sn_customerservice.service_organization_contributor]
    • Location manager contributor [sn_customerservice.svc_location_manager_contributor]
    		 Unified Consumer [sn_customerservice.unified_consumer] An employee (internal contributor) who can create cases on behalf of themselves and others, but is also a consumer.
    Employee as an account-consumer (B2B2C) Internal employee [snc_internal] Account consumer [sn_acct_consumer.consumer] An employee who is also a consumer for a business-customer (B2B2C).
    Table 2. List of supported features and flows for unified consumer
    Features
    • Case Management
    • Case Tasks
    • Install Base Management
    • Inbound/Outbound Email Notifications
    • Targeted Communications
    • Service Catalog Product​ Case
    • Consumer Profile and Consumer Profile Locations
    • Household​
    • Case Application Programming Interface (APIs)​​
    • Asset (IT Asset Management)
    • Contracts and Entitlements​
    • Contracts on Sold Product or Install Base Items
    • Virtual Agent or​ Agent Chat
    • Live Agent Chat
    • Look up and Verify
    • Case Digest
    • Case Escalations
    • Case Types
    • Case Playbooks for Complaint
    • Case Playbooks for Onboarding
    • Order Management
    • Omnichannel Callback
    • Engagement Messenger
    • ServiceNow Voice for CSM
    • Business Location
    • Walk-up Experience for Customer Service Management
    • Knowledge Management
    • Communities
    • CSM Integrations
      • Customer Service Management and Field Service Management Integration
      • Customer Service Management and Request Management Integration
      • Customer Service Management and Asset Management Integration
    • Field Service Management
      • Work Orders and Work Order Tasks
      • Appointment Booking
      • Conversational Appointment Booking