The Reorder Role Hierarchy window lists all the roles in order with the out of the box KANA Administrator role at the top followed by the out of the box roles of the Workflow Manager, Content Manager, Agent, and the newly created custom role.
To reorder roles:
Drag and drop the newly created custom role to the location you want in the list.
An error alert appears if the out of box KANA Administrator role is dragged and dropped to another location from the top.
Click Save to save the role order.