How to View the KB Items of an Account in CRM

Overview:

This article will guide users on how to view the KB items of an account in CRM.

Process:

1. Go to My Apps and open Okta.  

2. In Okta, search for Xvantage for Associates(X4A) and open it.  

3. Within X4A, hover over the left navigation menu and click Sales.

4. Select CRM from the Sales sub-menu.

5. In the Xvantage CRM sidebar menu, navigate to Customers and select Accounts.

6. Ensure that your view is All Account – Customer Lookup 1.  To do this, select the view drop-down and choose from the options.

7. To find the account you need, click the column header and use the Filter By option or the Filter by keyword bar.

8. Once you locate the specific account, double-click it to open the account details. 

9. Click the Profiles tab. If it’s not showing, click the ellipsis icon (⋯) then click Profile.

10. Click the KB Items tab.

11. The Customer KB Items will be displayed wherein you do the following:

    a. Select a category from the drop-down

    b. Select a sub-category from the drop-down

    c. Search for records using the search bar