Substitution Management

Typically, users have a list of customers assigned for which they are performing these tasks. However, in certain scenarios, a different user might take over these tasks for a particular period, for example, when the assigned user is on vacation or has other engagements.

While creating a substitution, the user provides mandatory details such as name of the user being substituted, type of substitution, validity period of the substitution, number of days before and after the validity period for which the user is given access to the substitute's records.

Users can activate or deactivate a substitution and define a substitute user for multiple customers. Users can review and plan visits for the assigned customers on behalf of the substituted users.

• Manage Custom Setting for Substitution Valid for Today
  Starting Spring ’25, users can activate account substitution which is valid for the current date, even without having complete privileges to add account team members to the substituted account. However, the user activating the substitution still needs to be the customer manager for the related account. Up until Winter ’25, the activation of account substitution which is valid for current date, didn't work if the user didn't have complete privileges to add account team members to the substituted account.