Roles installed with Employee as a Consumer
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 of Employee as a Consumer
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
The following diagram shows the existing roles and the new roles that enable the Employee as a Consumer functionality.
[Omitted image "unified-consumer.png"] Alt text: Existing and new roles that enable the Employee as a Consumer functionality. For a detailed explanation of these roles, refer to the Roles and description table.
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.
In addition to the roles listed below, users functioning as consumers must have a linked record in the Consumers [csm_consumer] table. Without this record, consumer functionality is not available even with the appropriate role assigned.
|
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. |
Configuring a user as a Unified Consumer
--- title: Roles installed with Employee as a Consumer description: 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. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/roles-installed-with-employee-as-consumer.html release: brazil topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Configuring a user as a Unified Consumer, Configuring a Unified User, User management, Set up your environment, Configure, Customer Service Management] --- # Roles installed with Employee as a Consumer 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 of Employee as a Consumer 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 The following diagram shows the existing roles and the new roles that enable the Employee as a Consumer functionality. \[Omitted image "unified-consumer.png"\] Alt text: Existing and new roles that enable the Employee as a Consumer functionality. For a detailed explanation of these roles, refer to the Roles and description table. **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. In addition to the roles listed below, users functioning as consumers must have a linked record in the Consumers \[csm\_consumer\] table. Without this record, consumer functionality is not available even with the appropriate role assigned. <table id="table_kyc_fs4_5zb"><thead><tr><th> Role \[name\] </th><th> Description </th></tr></thead><tbody><tr><td> Requester \[sn\_customerservice.requester\] </td><td> 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. </td></tr><tr><td> Unified Consumer\[sn\_customerservice.unified\_consumer\] </td><td> Supports consumers and runs parallel to the Consumer \(sn\_customerservice.consumer\) role. It inherits the Requester \(sn\_customerservice.requester\) role. </td></tr></tbody> </table>**Related topics** [Configuring a user as a Unified Consumer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configuring-employee-as-a-consumer.md) [Supported and unsupported roles and features](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/features-supp-and-unsupp-by-unified-consumer.md) [Setting up a user as a Unified Consumer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/setting-up-a-user.md)
| title | Roles installed with Employee as a Consumer |
| description | 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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/roles-installed-with-employee-as-consumer.html |
| release | brazil |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Configuring a user as a Unified ConsumerConfiguring a Unified UserUser managementSet up your environmentConfigureCustomer Service Management |