---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring a user as a Unified Consumer

# Configuring a user as a Unified Consumer {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

By creating a unified profile, you can integrate both internal and external personas or consumers in your organization. A user who has a unified profile has synchronized user's login interactions across the Customer Service Management (CSM) application.

## Overview {#configuring-employee-as-a-consumer__section_y51_lyn_d1c}

Before a unified profile was available, a platform user could only hold either an snc_internal or an snc_external role, but not both roles due to role collision issues. Modeling a user as both an employee and a consumer wasn't
possible in the past because the sn_customerservice.consumer role inherited the snc_external role. The role inheritance that was combined with the platform's behavior to help prevent role collision restricted a user from performing
internal duties while that user was also a consumer.

With this new unified user functionality, a single user who is an employee (snc_internal) can also be a business-to-consumer (B2C) customer. With a unified profile, your user can switch between different user records and seamlessly
transition between roles.

For example, in a financial institution, an individual could be both an employee and a personal account holder. Similarly, in the telecommunications industry, an internal employee might also use company voice services for personal
use.  
Note:  
You can activate this functionality by enabling the Customer Service (com.sn_customerservice) plugin.

## Using a query rules framework {#configuring-employee-as-a-consumer__section_uyk_fbr_21c}

You can use the Unified Consumer feature only within the query rules framework. For example, when you update a consumer record, the associated user records synchronize through a business rule sync_consumer to csm_consumer_user through a business rule. This synchronization occurs only if the associated user class has the csm_consumer_user record and not any other user record. When you modify the following fields for the consumer user, the associated records also automatically update:

* First name
* Middle name
* Last name
* Email
* Mobile phone
* Business phone
* Home phone
{#configuring-employee-as-a-consumer__ul_uhk_tby_11c}

You can synchronize all types of user records by customizing the business rule to the sys_user record instead of the csm_consumer_user record.
**Related concepts**   

* [Setting up a user as a Unified Consumer](https://www.servicenow.com/docs/gCIJBnJShtdSgEof1xlspw "Set up a user as a Unified Consumer by creating a single, unified profile that supports both the internal and external personas in the Customer Service Management (CSM) application.")  
**Related reference**   

* [Roles installed with Employee as a Consumer](https://www.servicenow.com/docs/jIf1HWHjt7aeOR0gf7M8hw "Use different roles to establish the relationships between your users and entities. By using the Employee as a Consumer functionality within the Customer Service Management (CSM) application, your organization can support both requesters and supporters.")
* [Supported and unsupported roles and features](https://www.servicenow.com/docs/xYTNBx7v1vywiVNfaDiG~A "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.")