---
title: Create a consumer record
description: Create a consumer user record directly from the consumer form by using the User reference field. This field allows you to either select an existing user, which then automatically links to the consumer record.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-a-consumer-user.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Create and associate consumer user, Setting up a contact as a consumer, Configuring a contact as a consumer, Configuring a Unified User, User management, Set up your environment, Configure, Customer Service Management]
---

# Create a consumer record

Create a consumer user record directly from the consumer form by using the User reference field. This field allows you to either select an existing user, which then automatically links to the consumer record.

## Before you begin

Role required: One of the following roles:

-   admin
-   sn\_crm\_consumer\_data\_manager
-   sn\_crm\_consumer\_relationship\_data\_manager
-   sn\_crm\_household\_data\_manager
-   sn\_crm\_household\_relationship\_data\_manager
-   sn\_crm\_foundation\_data\_manager
-   sn\_crm\_foundation\_admin

## About this task

Create a consumer user to associate it with a new or existing contact.

## Procedure

1.  Navigate to **All** > **Customer Service** > **Customer** > **Consumers**.

2.  Select the consumer from the consumer record.

3.  In the login Details related list, select the User lookup icon \[Omitted image "lookup-list.jpg"\] Alt text: Lookup icon. to open the list of customer\_contact.

4.  On the Users list, select **New**.

    **Note:** If the unified consumer isn’t configured, the system redirects to the consumer user form. If other user extensions are configured, it redirects to the interceptor, enabling you to select the user type.

5.  On the form, fill in the fields.

    For a description of the field values, see [Contact form for Email Interaction for CSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/contact-form-eaai.md).

6.  Select **Submit**.


## What to do next

[Associate an existing contact user with a consumer record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/associate-an-existing-contact-user-with-a-consumer-record.md)