A user in KANA Response represents a physical user. When you define KANA Response users, you define user properties, such as their role, which queues they will work with, and which departments they will be assigned to.
See Users window fields and buttons to add or edit users.
How do I edit user information?
How do I set user preferences?
How do I assign a user to a department?
How do I assign a user to an e-mail queue?