Substitution Management

Maintain service continuity for customers in the absence of reps who handle the account. Define substitutes for sales reps for specific periods and for specific customers. The substitute performs key operations for the unavailable reps’ customers.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions where Consumer Goods Cloud is enabled

When you assign a substitute to a customer, make sure that:

The substituted user is an active customer manager in the substitution period.
The sales org for the customer and the substitution record is the same.

With Substitution Management you can:

Create a substitution record that includes details such as the substitute for each account and the period of substitution.
Give a substitute access to the unavailable rep’s data a few days before, during, and a few days after the substitution period so that the substitute can manage their agenda.
Assign one substitute for all the customers who are serviced by the unavailable rep.
Assign multiple substitutes to one customer who's serviced by the unavailable rep. But make sure that the validity period for each substitute responsible for servicing the customer is different. For example, define a substitute for NTO Store for day 1 and another substitute for the same store for day 2.

When the EffectiveAccountManagerSyncBatch batch process runs, the substitutes are added to the account as customer manager, and they're added to the account team for a substitution period with a start date greater than the current date. Substitutes can view or access the account records only after they’re added to the account team. You can see the substitutes in the Customer Manager related list of the account.

A substitute can access the Account object and all objects that have a master-detail relationship with the account. To give a substitute access to Orders and Visits, implement one or more platform-based sharing methods. See Sharing and Record Access Feature.

The table describes the roles and responsibilities of users who can work with substitution management.

Role	Responsibility
Sales Support	Create and edit substitutions Review substitutions Activate and deactivate substitutions Add, remove, or review substitutions
Supervisor	Define substitutes for a specific period Create and edit substitutions Review substitutions Activate and deactivate substitutions Add, remove, or review substitutions

Considerations

Keep these considerations in mind when a user activates a substitution for a period that is valid for the current date.

The user activating the substitution must be one of ‌ these to create account team member records.
- Owner of the account
- A user higher in the role hierarchy of the record owner
- A user with the Modify All permission for the object
- A Salesforce admin
The user activating the substitution must have write permissions on the account to create customer manager records.
The operation to add account team members is done by the Apex that is by default configured to run with sharing.

You can also bypass the sharing restriction when adding team members with a substitution period valid for Today by creating a custom setting. See Manage Custom Setting for Substitution Valid for Today.

Assign a Substitute to a Customer
When a sales rep is unavailable, create a substitution record to capture absence details, such as the name of the rep and the period of absence. You can assign the substitutes for the original rep to the customers. You can assign one substitute to one customer, multiple substitutes to one customer, or one substitute to multiple customers.