Create consumers

task australia Updated Sep 10, 2026 1 min read import-create-csm-consumers.md

A consumer is a customer in the business-to-consumer (B2C) business model. Use the Customer Service Management application to create consumer records.

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

About this task

Consumers can have multiple addresses, one of which is the primary address.

Note: Note: Creating a consumer record is only one part of setting up a consumer persona. The user must also be assigned a consumer role (sn_customerservice.consumer or sn_customerservice.unified_consumer) to access consumer functionality. Without both the consumer record and the role, you can't perform consumer activities such as viewing cases, sold products, or install base items.

Procedure

Navigate to All > Customer Service > Customer > Consumers.
Select New and fill in the fields on the Consumer form.

For more information, see Consumer form.
Fill in all the required 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 of the consumer form within the Addresses related list.
Set the desired 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.

54 lines · 2.3 KB Wrap lines

---
title: Create consumers
description: A consumer is a customer in the business-to-consumer \(B2C\) business model. Use the Customer Service Management application to create consumer records.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/import-create-csm-consumers.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure consumers, Customer data, Set up your environment, Configure, Customer Service Management]
---

# Create consumers

A consumer is a customer in the business-to-consumer \(B2C\) business model. Use the Customer Service Management application to create consumer records.

## 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

## About this task

Consumers can have multiple addresses, one of which is the primary address.

**Note:** Note: Creating a consumer record is only one part of setting up a consumer persona. The user must also be assigned a consumer role \(sn\_customerservice.consumer or sn\_customerservice.unified\_consumer\) to access consumer functionality. Without both the consumer record and the role, you can't perform consumer activities such as viewing cases, sold products, or install base items.

## Procedure

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

2. Select **New** and fill in the fields on the Consumer form.

For more information, see [Consumer form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/consumer-form.md).

3. Fill in all the required 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 of the consumer form within the Addresses related list.

4. Set the desired fields on the Preferences tab.

5. 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**.