How to Search for Knowledge Base Articles in Xvantage Help and Support in Xvantage for Associates

Overview:

This article explains how users can search for knowledge base articles at Unified Support on Xvantage for Associates (X4A).

Process:

1. Go to My Apps and open Okta.

2. In Okta search for X4A and open it.

3. Within X4A, hover over the left navigation menu and click Xvantage Help and Support.

4. You will be redirected to the Unified Support dashboard with two tabs: Xvantage Help and Get Support.

   • The Xvantage Help tab is a library of knowledge base articles. By typing in your document on the search bar, a list of related knowledge base articles. will show.

   • The Get Support tab helps associates submit tickets. This contains prompts that the user will have to click on answering the question ‘Who do you need support for?’:

     • For Myself - describe your issue and/or upload files, then click Get Support button.

     • For a Reseller - provide BCN number, reseller email address, describe your issue and/or upload files, then click Get Support button.

     • For a Vendor - provide Vendor ID, vendor email address, describe your issue and/or upload files, then click Get Support button.

5. Once a ticket is submitted, the system will generate related knowledge base articles. Upon review, the system will ask whether the knowledge base article is enough or not.

6. If the article is not helpful, click Still need help—open a ticket. A new page indicating your Ticket # will show.