If the Company field appears in the Departments window, then you have KANA IQ integrated with your KANA Response system. This integration enables you to insert text and URLs from KANA IQ knowledge bases. The value you enter in the Company field determines which knowledge bases a department's users have access to. See the KANA ResponseIQ Integration Guide for information on how to set up these two products to work together.
If the Wrap outgoing mail option in Mail Settings is selected, a long URL may appear wrapped in the outgoing message. If the customer clicks a wrapped URL, the needed information may not be accessible. To avoid this problem, select Do not wrap URLs in the Mail Settings window in KANA Response Content Administration.
Smart URLs are merge fields that use customer data to determine the appropriate entry point into the KANA IQ knowledge base. For example, a Smart URL might point a user directly to a URL for "Setting Up DVDs," rather than to the more generic topic "DVDs." When KANA IQ is configured in System Administration, a Content Administrator can insert a Smart URL field into templates, categories, and standard phrases. When a Smart URL is assigned to a message that has escalated to KANA Response from KANA IQ, KANA Response passes along Knowledge Job Ticket and Knowledge Session Log URL values, categories currently applied to the message, message custom fields, and custom fields associated with the e-mail address of the message sender to KANA IQ. KANA IQ evaluates this information and passes back to KANA Response a URL that is an appropriate entry point into the knowledge base.
Two custom fields are associated with KANA IQ: Knowledge Job Ticket and Knowledge Session Log URL. They appear at the bottom of the Merge Picker dialog box when KANA IQ is configured. These two fields are populated when a customer escalates a Form message into KANA Response from KANA IQ. You cannot select, edit, or delete these fields.
The Smart URL function requires setup in KANA Response System Administration and in KANA IQ. For more information, see the KANA ResponseIQ Integration Guide.
How do I add KANA IQ URLs and text?
Learn how KANA Response determines message types.
How do I switch between Content Administration and System Administration?