Using Content Administration, you can administer and maintain the Root area: users, email queues, rules, categories, address book, standard phrases, acknowledgements, templates, and custom fields. Additionally, you can control workflow and mail settings.
NOTE: If the Disable Content Editing field in the Parameters section of the System Administration -> Partitions window is selected, then KANA Response disables all the Create, Save, and Delete buttons for all the entities such as users, e-mail queues, rules, categories, address book, standard phrases, acknowledgements, Response templates, and custom fields.
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 construct responses that contain knowledge base URLs or text. Content administrators can insert knowledge base URLs and text into categories, autoresponses, and template text.
Access to Content Administration and certain features within Content Administration depend on the user's role. See user roles.