Roles are like teams but can allow a user to have shared access to documents, activities and items, as well as for separate invoices to be raised on a case per Role if required. Each Role can have it's own unique set up per Service Contract (for further information on this please refer to the article Setting up Roles).

Either Individual employees can be added to Roles, or whole Teams (to allow for quicker adding and management of employees grouped within a team who all need the same Role).

To create a Role go to Admin > Manage Roles, and click New:

Enter the details for the role and then assign either a team and or employees:

After configuring Roles in the Charges menu for the service contract associated with the billing, you will then have the option to select from the available roles when creating a new cost: