What are custom user groups?

Custom user groups allow you to create a subset of people to use for notifications, reports, security, and other places in Community. Have a team working on a special project? Or the summer softball league? Create a group with just these people and when sending a message or running a report, you can opt to include only those people. You may also use custom user groups when setting up a calendar partition for time off, creating time off rules in a calendar partition, creating a self-service validation plan for the agent self-service kiosk, or adding securities (if the custom user group is configured for security).

To set up a custom user group

If not visible, expose the menu item in the Application menus: Settings > Application settings > People > Custom user groups.
Navigate to Settings > Application settings > People settings > Custom user groups and select Click here to create a new custom user group.
Provide a name and description for your new group.
[Ignore the checkbox for whether to allow others to view the group.]
Check whether to allow using this group when configuring securities. If checked, there will be a red key icon and the item will appear in the list of Community Groups available when configuring security permissions.
Follow the Steps to Success to add or remove members, change the display image, or change securities for the group. You can also view the current group members.
Add people individually, by activity, by supervisor, from other custom groups, or by hashtag. Hashtags (User tags) are added to an agent’s profile in their Basic Properties.