---
schema_version: "1"
id: ff0f1ed59877cfd0983c25c1dc44d67278a1a1fb4629a75d722c6b70567d40dd
title: Assign a Substitute to a Customer
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/cg_task_admin_create_substitutions.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.cg_task_admin_create_substitutions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4740c4fd03f01cc4985503eb8ba98d3dd9a8631a9baa52f47876e6c5a66b7f31
description: 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.
products:
  - Consumer Goods
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience in <strong>Professional</strong>, <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions that have Consumer Goods Cloud enabled</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d11065e63">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11065e63 ">To assign a substitute to a customer:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11065e63 ">
              <p>CGCloud Supervisor </p>
              <p>OR </p>
              <p>CGCloud Retail Supervisor User AND CGCloud Retail
                User</p>
              <p>OR</p>
              <p>CGCloud Sales User</p>
              <p style="margin-bottom:0;">OR</p>
              <p style="margin-bottom:0;">CGCloud Retail Sales User AND CGCloud Retail User</p>
            </td>

          </tr>
        </tbody>
      </table>

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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-consumer_goods_retail_user-264-0-0-production-enus/c29c1565-468d-4bd8-b719-36effa83e44b/images/icon_note.png)
        
        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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-consumer_goods_retail_user-264-0-0-production-enus/c29c1565-468d-4bd8-b719-36effa83e44b/images/icon_note.png)
    
    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.