About User Roles

The following table illustrates the standard user roles and their permission levels, assuming departments are not hidden. The role determines the level of access a user has to the KANA Response system. In addition to these roles, users can define custom roles with various permission levels. See Custom Roles for more information.

Role	Categories, Standard Phrases, Address Book Entries	Departments, Users, Queues, Rules	Content Administration	System Administration	After Integrating Response with Response Live
Agent	View all	View all except rules	No access	No access	KANA Mail: Can view the Engage tab enabled in Mail client if given permission.
Content Manager	View all Edit all	KANA Mail: View all Content Administration: View departments in branch	Access	No access	KANA Mail: Can view the supervisor console if given permission. Can view the Engage tab in KANA Mail with supervisor privileges.
Workflow Manager	View all Edit all	KANA Mail: View all Content Administration: Edit all Exception: cannot give users Response Administrator privileges	Access	No access	KANA Mail: Can view the Engage tab in KANA Mail with supervisor privileges. Content Administration: Can view the Chat Admin tab.
Response Administrator	View all Edit all	View all Edit all	Access	Access	KANA MAIL: Can view the Supervisor Console. Content Administration: Can view the Chat Admin tab. System Administration: Can view the Chat Sys Admin tab.

NOTE: Cluster Manager requires only a valid password; it does not require a user account. Therefore, user roles do not affect Cluster Manager access.

Additional Role Assignments

Users may be given the following permissions:

Allow Review

Classify Feedback

Enable Chat

Enable IQ

Chat Settings

Chat settings are based on permissions given to the user. Custom roles can include Chat permissions depending on how the roles map to the Response Live roles.

Learn about users.

Learn about Custom Roles.

Learn about departments.

How do I add a user?

How do I delete a user?

How do I edit user information?