1. Users with a CEO role have access to the entire database within your organization.
   
2. Users at a higher role can access other users’ data below their hierarchy. For example, a support manager can access their subordinates' data.
   
3. Managers in the role hierarchy cannot view or edit their subordinates' records if they do not have the Read or Edit profile permissions for that record type. For example, if the Manager does not have the relevant profile permission for Tickets, they cannot access their subordinate's tickets.
   
4. By default, users of the same role cannot access each other's data. For example, the Customer Success Manager cannot access the Customer Operations Manager's data and vice versa though they are at the same hierarchy. You can use the Share Data with Peers option to allow data sharing between users of the same role.
   
5. Users must have read/write access to the primary record to make use of the option to add comments, upload attachments or send email.

Creating Roles

1. Click the Setup > User Management > Roles.
   
2. In the Roles page, click New Role.
   
3. In the New Role page, do the following:
   

1. Enter the Role Name .
   
2. Select the immediate superior's role from the Reports To lookup.
   If you do not select the superior's role, the new role will be created under the CEO role.
3. Enable the Share Data with Peers toggle if users at the same level in the role hierarchy need to access each other's data.
   
4. Specify the Description for the role.
   
5. Click Save .

Assigning Roles

1. Navigate to Setup > User Management > Agents.
   
2. In the Agents List page, click the agent's name.
   
3. On the Agent Details page, click     (the Edit icon).
   
4. In the Edit Agent Information page and under Roles and Permissions , select the specific Role from the lookup box.
   
5. Click Save .

Editing Roles

1. Rename the role
   
2. Change the Superior Role
   
3. Change the setting for sharing data with Peers
   

1. Navigate to Setup > User Management > Roles.
   
2. Select a role from the Roles List .
   
3. In the Role Details page, click     (the  Edit  icon).
   Alternatively, hover on role name and click the Edit icon.
4. In the Edit Role page, update the new properties for the role.
   
5. Click Save .

Deleting Roles

1. Navigate to Setup > User Management > Roles.
2. In the Roles List , click on a role.
   
3. In the Role Details page, click   (the Delete icon).
   Alternatively, hover on to a role name and click the Delete icon.
4. In the Delete Role page, click on an existing role to transfer the child-roles to the selected role.
   
5. Click Transfer & Delete .