What are case contact roles primarily used for?

Case contact roles are primarily used to record the roles that different individuals play in the management of a case, making this the most suitable answer. In a service cloud environment, it is common for multiple stakeholders to be involved in resolving a case, including customers, support agents, and other relevant parties. By defining and assigning roles, organizations can establish clarity on responsibilities and ensure effective collaboration among all parties involved.

This structured approach helps improve communication, accountability, and overall case resolution efficiency. By having a clear understanding of each person's role, the service team can tailor their responses and support based on the specific needs and positions of those involved, which ultimately enhances the customer experience.

The other options do not accurately represent the primary purpose of case contact roles. For instance, while billing and payment information is essential in customer service, it is not the focus of case contact roles. Similarly, tracking time spent on case resolutions or categorizing cases based on customer preferences do not align with the intent of defining the roles individuals have in case management. Thus, focusing on the roles individuals play provides a key foundation for effective case handling and resolution in Service Cloud.