Address books list frequently-used e-mail addresses. Typically, these e-mail addresses are for non-Response users within your company. The KANA Response system records customer e-mail addresses elsewhere. However, you can add customers and KANA Response users, if you prefer. It is sometime useful to add KANA Response users if you often include them in the Cc and Bcc fields.
Each department can have their own address book. Users can see all entries in the address book for the departments to which they belong. Users can also see the entries for the parents and children of that department. Because you cannot add the same e-mail address to multiple address books in the same KANA Response partition, you should add entries at the appropriate point in the department hierarchy to ensure that the correct users can access the addresses they need.
NOTE: In KANA Mail, users see all applicable address book entries in the Choose Recipients window. In Content Administration, users see only address book entries in their department and its subdepartments.
How do I add address book entries?
How do I edit address book entries?
How do I delete address book entries?