---
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 consumers

# Create consumers {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
A consumer is a customer in the business-to-consumer (B2C) business model. Use the
Customer Service Management application to create consumer records.

## Before you begin

Role required: One of the following roles:

* sn_crm_consumer_data_manager
* sn_crm_consumer_relationship_data_manager
* sn_crm_foundation_data_manager
* sn_crm_foundation_admin
* sn_customerservice.consumer_agent
* sn_customerservice_manager
* admin
{#import-create-csm-consumers__ul_fyx_wsb_m3c}

## About this task

Consumers can have multiple addresses, one of which is the primary address.  
Note:  
Note: Creating a consumer record is only one part of setting up a consumer persona. The user must also be assigned a consumer role (sn_customerservice.consumer or sn_customerservice.unified_consumer) to access consumer functionality. Without both the consumer record and the role, you can't perform consumer activities such as viewing cases, sold products, or install base items.

## Procedure

1. Navigate to AllCustomer ServiceCustomerConsumers.
2. Select New and fill in the fields on the Consumer form.  
   For more information, see [Consumer form](https://www.servicenow.com/docs/PpgbUHHR8whQ~JPWZgCx7Q "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.").
3. Fill in all the required fields on the Primary Address tab.  
   A consumer can have multiple addresses but only one primary address. The primary address is stored in the Primary Address tab of the consumer form within the Addresses related list.
4. **Optional:** Set the desired fields on the Preferences tab.
5. Select Submit.  
   The record is added to the Consumers table (csm_consumer). The primary address is added to the Addresses related list and the Primary field is set to true.
{#import-create-csm-consumers__steps_egt_nbv_flb}

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