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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.

Required Editions

Available in: Lightning Experience in Professional, Enterprise, and Unlimited Editions that have Consumer Goods Cloud enabled
User Permissions Needed
To assign a substitute to a customer:

CGCloud Supervisor

OR

CGCloud Retail Supervisor User AND CGCloud Retail User

OR

CGCloud Sales User

OR

CGCloud Retail Sales User AND CGCloud Retail User
  1. Capture the absence details of the sales rep who's unavailable.
    1. From the App Launcher, find and select Substitutions, and then click New.
    2. Type the name of the sales rep to be substituted.
    3. Select the sales org that the substitution belongs to. You can edit this field only during the creation of the substitution.
    4. Select the reason for the rep’s absence, such as Vacation, Sickness, Training, or Other.
    5. Select the validity period of the substitution.
    6. Type the description of the substitution in the languages configured for the sales org.
    7. Select the number of days before the start of the substitution period when the substitute can access the records related to the account that they’re assigned as a substitute for. Ensure that the lead time is greater than or equal to zero.
    8. Select the number of days after the end of the substitution period when the substitute can access the records related to the account that they’re assigned as a substitute for. Ensure that the follow-up time is greater than or equal to zero.
    9. Save your changes.
  2. Assign a substitute to a customer.
    1. In the Substitution Customers section, click New Substitution Customer.
    2. Type the name of the customer that the substitution is created for.
    3. Type the name of the substitute.
    4. Select the validity period of the substitute.
    5. Indicate whether the substitution customer is active.
    6. Select the substitution who services the customer during the substitute validity period.
      Note
      Note To assign more substitutes to the same customer, repeat these steps. Select the same customer, but a different substitute and validity period.
    7. Save your changes.
  3. Assign one substitute to multiple customers.
    1. In the Substitution Customers section, click Add Multiple Customers.
    2. Select a substitute.
    3. Enter the validity period of the substitution customer.
    4. Select the customers from the list.
    5. Click Add Substitution Customers.
  4. Activate the assignment.
    Note
    Note You can assign a substitution to a customer before you activate a substitution record, and then activate all the substitutions simultaneously. Or you can activate a substitution record, and then assign the substitution to customers and activate them one at a time.
  5. Activate the Manager to Customer based on Substitution process.
    1. From Settings, find and select Process Builder.
    2. Select Manager to Customer based on Substitution.
    3. Activate the process.