Overview:
This article details how Associates can get support through the chatbot assistant and resolve common issues independently.
Process:
The below process details how the user can access and best utilize the Xvantage Chatbot in Xvantage for Associates.
Go to My Apps.
Type Okta on the app dashboard search box.
This will bring you to the Xvantage App dashboard page.
On the search box, type and search for X4A – Prod.
This will take you to the Xvantage for Associates dashboard.
On the lower right corner, click the blue chatbot icon or help widget.
Accept the Terms of Use by clicking on Agree and Continue.
On the space provided, type in your message and attach any relevant document to help with your inquiry.
The chat bot will then generate any relevant Knowledge Base (KB) article or content best suited to answer your inquiry.
Once done, you have the option to download your transcript, then click on the blue button End Chat to close the dialogue.
Sub-topic: Common Issues in Xvantage for Associates and How to Address them
X4A Issue 1: User is missing visibility to a module or is missing an access role
X4A Issue 2: User can see but not edit something
X4A Issue 3: User is missing access to a specific country in X4A
X4A Issue 4: User cannot place orders
X4A Issue 1: User is missing visibility to a module or is missing an access role
Users who lack access to certain modules or roles required to perform a task must request this access through the X4A user access form in IMServe. After manager approval and second-level approval, this access in X4A will be provided automatically.
X4A Associate Access Request - Ingram Micro
Users can check their X4A Profile to see which roles, countries, or access are missing and request them accordingly. In X4A - Features, users can find a feature or module and see which roles are required to work in it.
X4A Issue 2: User can see but not edit something
X4A access roles are set up at several levels. The Basic role and most Basic + roles for a feature have "View access" but not "Edit access." If a user reports they can see but not edit or create, their access to the X4A module is likely not high enough (they have 'Basic' but require 'Advanced').
In this case, the user is required to request enhanced access through the X4A access request form:
X4A Associate Access Request - Ingram Micro
Users can check their X4A Profile to see which roles, countries, or access are missing and request them accordingly. In X4A - Features, users can find a feature or module and see which roles are required to work in it.
X4A Issue 3: User is missing access to a specific country in X4A
Users can have access to multiple countries. If additional countries are needed, or some are missing, they can be requested through the X4A access request form:
X4A Associate Access Request - Ingram Micro
Users can check their X4A Profile to see which countries they already have, request the missing ones, or select "all countries" in the form.
X4A Issue 4: User cannot place orders (OPID missing)
This is likely due to a missing or incorrect Operator ID (OPID). To add this, the user must complete the Generic Request form (as this is not an automated procedure). To have their OPID completed in their profile, the user must provide a screenshot of their OPID in Impulse.
Generic Request - Ingram Micro
More info on the OPID and its issues:
If the above steps are unsatisfactory, the user is encouraged to reach out to their internal Xvantage administrator or seek support through a Unified Support ticket.