Coverage: assignment and territories
High-Touch direct assignment vs Low-Touch pooled territories, and skill-based matching.
Coverage model
An account's owner comes from one of two motions, configured in Admin Console → Coverage Model:
- Named — the account (or a *Named* territory) routes to a single CSM.
- Shared Pool — accounts sit in a *Pool* territory worked by a CSM Team; new work goes to the member with the lightest book, and unclaimed items surface in the Pool Queue.
The Coverage Model tabs
- CSM Teams — group CSMs into teams for pooled coverage.
- Skills — tag CSMs with competencies; the owner matcher scores skill fit.
- Territories — organize accounts into territories or pools and choose each one's coverage model (Named vs Shared Pool).
- Unassigned Accounts — accounts with no CSM and no routable territory; assign an owner, route to a territory, or use Suggest owner (which queues a recommendation to your Agent Inbox).
- Product Lines — assign CSMs per product line within an account (when the feature is on).
Related: *Pool Queue: claiming team work* · *Bulk reassigning accounts* · *Coverage Model (admin)*
More in Account Management
- Managing your account portfolio
- Contacts, roles, influence & sentiment
- Custom fields for accounts and contacts
- Bulk reassigning accounts
- Account lifecycle stages
- Account hierarchy and corporate families
- ARR, contracts, and renewal tracking
- Views, columns & the account list
- Product Lines: what they are