Roles

You use the Roles application to manage role records that can be used as part of a communication template, escalation, service level agreement (SLA), or workflow process. When you use a role a process, the process is routed to the correct individual based on information associated with the role record.

A role is a function or position in a business, and can represent a specific job title, such as a department manager. You also can use a role to represent a specific person or a group of people.