Setting up a user as a Unified Consumer

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • 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.

    Overview of Unified Consumer

    You can model a single user both as an employee (snc_internal) and a business-to-consumer (B2C customer) by creating a unified profile. By unifying multiple profiles for a single user in the Customer Service Management (CSM) application, you don't need to create and manage multiple user accounts for that user.
    Note:
    You can also configure an external Unified Consumer, who lacks an internal (snc_internal) role and isn’t an employee, by using similar setup tasks.

    The following table describes how to set up the tasks for activating a Unified Consumer.

    Table 1. Set up the tasks for activating a Unified Consumer
    Task Description
    Activate a Unified Consumer Activate a Unified Consumer by updating the ConsumerImpl script include to display other sys_user records in the reference list for the csm_consumer table. For more information, see Activate a Unified Consumer.
    Assign a role to a user Assign the Unified Consumer (sn_customerservice.unified_consumer) role to the user. For more information, see Assign a role to a user.
    Create a consumer record Create a consumer record with the user, designating that user as a consumer. For more information, see Create a consumer record.
    Associate an existing user with a consumer record Associate a Unified Consumer user with a consumer record by creating a consumer user and then linking the user with a consumer record. For more information, see Associate an existing user to a consumer record.