Introduction to KANA Response Administration

In KANA Response Administration you can perform all administration tasks for both Content Administration and System Administration.

Using Content Administration, you can administer and maintain the Root area: users, e-mail queues, rules, categories, address book, standard phrases, acknowledgements, templates, options, and custom fields. Additionally, you can control work flow, custom roles, mail, and password settings.

Using System Administration, you can manage partitions, e-mail log files, administer the database doctor, mail receivers, mail senders, reporters, and rule processors.

KANA Response features an optional integration with KANA IQ. With KANA Response and KANA IQ working together, agents and customers can seek information in your company’s connected knowledge bases. Agents can write responses that contain knowledge base URLs or text. Content administrators can insert knowledge base URLs and text into categories, autoresponses, and template text.

KANA Response Administration

The following tables describes the main areas of Content and System Administration. Click a link in the table to learn more about a specific area of the application.

Content Administration

System Administration