Creating and associating a Unified Consumer user to a consumer record

Create and associate a Unified Consumer user with a consumer record so that your user can access the Customer Service Portal (CSP). This process involves creating a Unified Consumer user through a consumer form and then associating the user to a consumer record.

Create a Consumer User through a consumer form

Create a Consumer User through the User lookup list on the consumer form in the Customer Service Management (CSM) application.

Before you begin

Role required: admin

About this task

You can create both the internal (snc_internal) and external (snc_external) users.

Note:

Only administrators can associate a sys_user with a consumer, and each user can be associated with only one consumer.

Procedure

1. Navigate to All > Customer Service > Customer > Consumers.
2. Select the consumer from the consumer record.
3. In the Login Details related list, select the User lookup icon to open the list of sys_users.
4. On the Users list, select New.
   Note:

   If the unified consumer is not configured, the system redirects to the consumer user form. If other user extensions are configured, it redirects to the interceptor, allowing you to select the user type.
5. On the form, fill in the fields.

   For a description of the field values, see Create a user.

6. Select Submit.

What to do next

Associate an existing user with a consumer record. For more information, see Associate an existing user with a consumer record.

Associate an existing user with a consumer record

Associate a user with a consumer record in the Customer Service Management (CSM) application. After the association is done, the user can access the Consumer Service Portal (CSP) as a consumer to search for information, create cases, and more.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Customer Service > Customer > Consumers.
2. Select the consumer from the consumer record.
3. In the Login Details related list, select the User lookup icon to open the list of sys_users.
4. On the Users form, select the user to associate with the consumer record.
   Note:

   If the unified consumer is activated, you can select the user type from the interceptor form.
5. Select Save.

Result

The sys_user is associated with the consumer record. The user can now access the Consumer Service Portal (CSP) as a consumer.