You use the Roles application to manage role records that
can be used as part of communication templates and escalations. You
can also manage role records that can be used as a part of a service
level agreement (SLA) or workflow processes.
Types of roles
In the Roles application, you can use a role to represent
different functions or positions. When you create role records, you
specify a type of role to help determine how the role is resolved
when it is encountered in a process.
Deletion rules for role records
To help simply management of role records, you can delete
role records as your business needs change.