Configure the client coverage groups that are available for users to apply to contacts.

Coverage is a method for assigning users or groups of users to be responsible for specific clients, opportunities, or events. A client coverage group is a user group that a business administrator creates. After creating a coverage group, users can assign coverage of a contact to the group on the Contacts workspace. A coverage team refers to all the individual users and coverage groups who are responsible for a contact. A coverage role is the role assigned to a user when covering a client or an opportunity.

You create client coverage groups from the Client Coverage Groups tab on the Customize workspace.

Adding client coverage groups

Create a client coverage group to make the group available for users in the Contacts workspace.

To add a client coverage group:

1. Navigate to the Customize workspace.
2. In the Client Coverage Groups tab, click the Add button .
   The Add Coverage Group dialog opens.
3. In the Name field, enter a name for the group.

4. In the Visibility field, define view security for the group. Select Public to make the group visible to all users, or select a user or group to restrict visibility to that user or group.
   

   You cannot modify view security levels for the coverage group after it has been created. If you want to restrict view access to this coverage group, you must set it now. The default view setting is Public.

5. To add users to the group:
   1. In the detail area, in the Coverage Group Members area, click the Select button.
      The Select Coverage Group Members dialog opens.
   2. In the list on the left, select one or more users to add to the coverage group.
   3. Click Add to move the selected users to the right column.

   4. Define the coverage role for a user by double-clicking in the Coverage Role field for the user, then selecting a role from the drop-down list. Click OK.
      

      You must define a coverage role for each user.

      The Select Coverage Group Members dialog closes.

6. Click OK.
   The Add Coverage Group dialog closes.

The client coverage group is created. The group is available to users on the Contacts workspace.

Editing client coverage groups

You can change the name or description of a client coverage group, add or remove users from a group, and reassign coverage roles for users.

Changes that you make to a coverage group name are reflected in any coverage group that is assigned to a contact. Changes to a coverage group role are also reflected in the coverage group.

If you add a user to a coverage group that is already assigned to a contact, the user is added to the contact's coverage group. If you remove a user from the coverage group, the user continues to cover the client, but no longer belongs to the coverage group.

To edit a client coverage group:

1. Navigate to the Customize workspace and select the Client Coverage Groups tab.
2. In the coverage groups list, select the coverage group that you want to edit.
3. If you want to change the coverage group name or description:
   1. In the detail area on the right, click Edit.
      The Edit Coverage Group dialog opens.
   2. Make your desired changes, then click OK.
      The Edit Coverage Group dialog closes.
4. If you want to add or delete users from a group or change coverage roles for a user:
   1. In the detail area, in the Coverage Group Members area, click the Select button .
      The Select Coverage Group Members dialog opens.
   2. Use Add or Remove to change coverage group members.
   3. Add or change the coverage role for a user by double-clicking in the Coverage Role field for the user, then selecting a role from the drop-down list.
   4. Click OK.
      The Select Coverage Group Members dialog closes.

The client coverage group is edited.

Deleting client coverage groups

Delete client coverage groups that you no longer require.

If you delete a coverage group that is currently assigned to a contact, the group is deleted from the contact. However, users who belonged to the group will continue to cover the contact.

To delete a client coverage group:

1. Navigate to the Customize workspace and click the Client Coverage Groups tab.
2. In the coverage groups list, click the Action button for the coverage group you want to delete, and click the Delete button .
   A confirmation dialog opens.
3. Click Delete.
   The confirmation dialog closes.

The coverage group is deleted. The coverage group is also removed from any contacts to which it is assigned on the Contacts workspace.