---
title: Configuring a Unified User
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configuring-unified-user.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [User management, Set up your environment, Configure, Customer Service Management]
---

# Configuring a Unified User

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.

A user can maintain multiple profiles within the Customer Service Management \(CSM\) application and other ServiceNow applications with one login.

## Use cases

In the past, customers had to create multiple user records for a user who had different roles on different applications. For example, let's say that you have a CSM user who is both an internal employee and an external consumer. With a unified profile, your user can switch between different user records and seamlessly transition between roles.

By using multiple profiles within the CSM application, your organization can have these different profiles:

-   Internal and external CSM profiles for the same user where that user has both internal and external accounts. For example, in a financial institution, a consumer might be an employee of a bank and at the same time hold a personal account in the same bank.
-   Multiple external profiles for a CSM user where a user has multiple external accounts. For example, a consumer might have a patient profile in Healthcare and Life Sciences and also have a constituent profile in Public Sector Digital Services.
-   Multiple profiles with the CSM and other ServiceNow® applications where a user has multiple accounts within CSM and other ServiceNow applications. For example, a user might have a CSM account for vendor support and a VRM account for vendor risk management.

## Key benefits

-   Improved user experience. A unified user can navigate between internal and external roles without switching profiles.
-   Enhanced admin efficiency. Your organization can streamline the administrative processes so that you don't have to manage multiple user accounts for individuals with various profiles or roles.
-   Increased customer satisfaction. Your organization can offer a consistent service to your customers across different roles, which could lead to increased customer loyalty and positive feedback.

**Related topics**  


[Configuring a user as a Unified Consumer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configuring-employee-as-a-consumer.md)

[Configuring a contact as a consumer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configuring-a-contact-as-a-unified-consumer.md)

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