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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Roles installed with Employee as a Consumer

# Roles installed with Employee as a Consumer {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

## Overview {#roles-installed-with-employee-as-consumer__section_sw2_gfp_vzb}

The Unified Consumer (sn_customerservice.unified_consumer) role enables a user to have both the snc_internal and snc_external roles, which means that roles have greater control over consumer behavior, whether it's internal or
external.

Earlier, the Consumer (sn_customerservice.consumer) role automatically included the snc_external role, which created a limitation. This limitation helped to prevent an organization from assigning the snc_internal role to a user and
restricted the simultaneous use of both the snc_internal and snc_external roles. To address these limitations, a new role, independent of the snc_external role, was introduced to complement the sn_customerservice.consumer role. This
additional role can be associated with both the snc_internal and snc_external roles, which means that your organization now has increased flexibility in managing a user's behavior.

## Employee as a Consumer existing and new roles {#roles-installed-with-employee-as-consumer__section_e3j_t2r_21c}

The following diagram shows the existing roles and the new roles that enable the Employee as a Consumer functionality.  
Figure 1. Existing and new roles  
Note:  
With the Employee as a Consumer functionality, the Requester (sn_customerservice.requester) and the Unified Consumer (sn_customerservice.unified_consumer) roles were introduced. Both these roles are independent of the snc_internal and snc_external roles. {#roles-installed-with-employee-as-consumer__table_kyc_fs4_5zb__entry__2}

| Role \[name\] | Description |
|-|-|
| Requester \[sn_customerservice.requester\] | Supports requesters and implements the base functionality. It serves as a base role, running in parallel with the Enterprise Service Management (ESM) User (sn_esm_user) role. |
| Unified Consumer \[sn_customerservice.unified_consumer\] | Supports consumers and runs parallel to the Consumer (sn_customerservice.consumer) role. It inherits the Requester (sn_customerservice.requester) role. |
[Table 1. Requester and Unified Consumer roles and descriptions]

{#roles-installed-with-employee-as-consumer__table_kyc_fs4_5zb}
**Related concepts**   

* [Configuring a user as a Unified Consumer](https://www.servicenow.com/docs/jzGfrJm9SwyHZ~FfMSAZ6w "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.")
* [Setting up a user as a Unified Consumer](https://www.servicenow.com/docs/jBwhUXxGL~8jMy~VxUPh1A "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**   

* [Supported and unsupported roles and features](https://www.servicenow.com/docs/KxWA3nXKbLYIXVYGyW1Apg "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.")