---
title: Configure users and groups
description: A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-csm-users-groups.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [User management, Set up your environment, Configure, Customer Service Management]
---

# Configure users and groups

A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members.

## Before you begin

Role required: import\_admin, user\_admin, and sn\_crm\_foundation\_admin

## About this task

Group information is used across most processes in the ServiceNow AI Platform. You can use it for assigning work to teams and requesting approvals.

Any rule that is applied to a group is automatically assigned to group members; for example, roles and assignment rules.

## Procedure

-   You can import existing users and groups using guided setup.

-   You can create users and groups using the ServiceNow AI Platform user administration feature.

    -   [Create a user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_CreateAUser.md)
    -   [Create a user group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_CreateAGroup.md)
    -   [Add a user to a group](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_AddAUserToAGroup.md)