Create a consumer record

task australia Updated Sep 10, 2026 1 min read create-a-consumer-record.md

Raw file servicenow.com

Consumer service agents and managers can create consumer records from the Customer Service Management application.

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

Procedure

Navigate to All > Customer Service > Customer > Consumers.
Select New.
Fill in the fields on the Consumer form as necessary.
Fill in the 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 on the Consumer form and in the Addresses related list.
If desired, fill in any of the fields on the Preferences tab.
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.

Related topics

Create additional consumer addresses

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---
title: Create a consumer record
description: Consumer service agents and managers can create consumer records from the Customer Service Management application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-a-consumer-record.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage cases, Use, Customer Service Management]
---

# Create a consumer record

Consumer service agents and managers can create consumer records from the Customer Service Management application.

## 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

## Procedure

1. Navigate to **All** &gt; **Customer Service** &gt; **Customer** &gt; **Consumers**.

2. Select **New**.

3. Fill in the fields on the Consumer form as necessary.

4. Fill in the 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 on the Consumer form and in the **Addresses** related list.

5. If desired, fill in any of the fields on the Preferences tab.

6. 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**.

**Related topics**

[Create additional consumer addresses](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-consumer-address.md)