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Kantata OX Help and Support

By Sarah Bridges | Updated
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Overview

Kantata offers help and support for our users in many ways. In addition to our comprehensive Knowledge Base, we provide a number of other resources, including:

  • In-app Help—A widget that appears in the bottom-right corner of Kantata OX by default, where you can access Knowledge Base articles, announcements, and other resources without having to leave the current page.
  • Training—From in-depth Kantata OX eLearning courses to product certifications to industry best practices, the Kantata Academy has many resources to help ensure you’re getting the most out of Kantata.
  • Tutorials—We have an extensive library of interactive tutorials available to help you learn more about features and processes within Kantata OX—available in both the Training Center and the Knowledge Base. Tutorials can also be found at the top of many Knowledge Base articles.
  • Status—Designed to give users an easy way to quickly check the status of Kantata OX, the Status page provides an overview of uptime, performance, availability, network, and server information. It also provides details on any outages, maintenance activities, and other alerts or notifications, as needed.
  • Support Portal—If you run into an issue that requires assistance, select Contact Support in the Support menu to be directed to the Kantata OX Support Portal. This option is most useful if you have quick questions or are unable to find what you are looking for with our other support options. Within the support portal, you can:
    • View open cases or Known Issues
    • Add or remove collaborators from open support cases

    • Chat with our AI Support Assistant

      Note: You can ask the AI Support Assistant to connect you with a live support agent at any time. If the Assistant is unable to resolve your issue, you will also be given a unique link where you can submit a support case.

If the Contact Support option does not appear, your organization may only authorize specific users to contact Kantata’s Support team. It may be best to route your issue through an internal team if this is the case.

If your organization wants you to report issues outside of Kantata OX or they have a different process for submitting specific types of issues, you may notice an additional option (e.g. "Acme Inc. Internal Support") in the Support menu.

Internal Support Email on Hover.png

This may be a URL or an email address that an Account Administrator has set up as a Support Contact in Custom Branding settings. You can hover over the menu option to view the URL or email address.

Known Issues

The Known Issues board in the Kantata OX Support Portal allows you to track progress and subscribe to email updates for known issues in Kantata OX that have been confirmed as code defects and escalated to our Engineering team. It may be helpful to check the Known Issues board before submitting a support case. You can view information on all known issues under Customer Support from the Known Issues tab.

Known Issues tab.png

To subscribe to a known issue, click on the known issue to open it and select Subscribe to Email Status Updates in the top-right corner. When you subscribe, you'll receive email updates whenever our engineering team makes changes, so you won’t need to open a support case. Subscribing to a known issue will also add it to the Known Issues section at the top of the page for quick, convenient access.

Subscribe to Known Issue.png

Each known issue contains a brief description of the issue, details on a possible workaround, and the Qualified Bug Backlog status, which indicates whether a fix has been prioritized for the issue and any potential timelines. The Qualified Bug Backlog status is subject to change and the timelines are approximate, not commitments.

Known Issue Details.png

AI Support Assistant

Note: You must interact with the AI Support Assistant before you can submit a case. For more information about this process, see How to Submit a Support Case.

The AI Support Assistant is your first line of support. The AI Support Assistant has been designed to hand you the exact answers you need, with step-by-step guidance. When interacting with the Assistant you can use natural language to describe your inquiry, and it will quickly respond with answers from our entire Knowledge Base and Known Issues library.

You can start a conversation at any time by simply clicking the Chat icon in the bottom-right corner of the Support Portal. If your inquiry requires deeper technical or engineering review, the Assistant will generate a unique, single-use link where you can enter information and submit your case.

For more information on the AI Support Assistant, refer to the following frequently asked questions:

Direct case submission has been replaced by the AI Support Assistant to help resolve inquiries instantly. You must enter a brief description of your issue in the chat first. If further support is needed, the Assistant will generate a unique, single-use link to a case submission form, where you enter case details and submit your case to the Kantata Support team.

If you do not have access to the Support Portal at all, your organization may only authorize specific users to contact Kantata’s Support team.

You may be using an old or bookmarked URL. Make sure to navigate directly to the Home page at https://portal.kantata.com. If the issue persists, clear your browser cache and log in again using the URL above.

Currently, the AI Support Assistant is exclusively configured to access our official public Knowledge Base documentation. It has no access to your account data, contact details, or proprietary systems.

The Assistant operates with the following guardrails:

  • The Salesforce Trust Layer—To ensure compliance, the Assistant operates within a secure Trust Layer. If a user accidentally inputs sensitive or confidential information during a chat session, the system automatically masks and encrypts that data before any request is sent to the Large Language Model (LLM).
  • Zero Data Retention—The LLM does not retain, store, or use any conversation details for training purposes. Once the session ends, the data is not persisted by the model provider.

You can review the technical details in the Salesforce Agentforce Trust Documentation.

Looking ahead, any future AI capabilities that require broader system access will be designed with strict opt-out controls, ensuring you maintain full authority over how your data is handled.

The previous conversation will be displayed until you officially end the chat by clicking End Chat. After the chat has ended, the conversation is not stored. Salesforce will provide this option in the future.

Yes, the AI Support Assistant is built directly on our Knowledge Base and Known Issues documentation and understands the intent behind your questions, moving past the specific words you use to give you answers quickly.If an article is updated, it may take a short time for the Assistant to reflect the latest changes.

We encourage users to be careful when performing any configuration changes and would recommend using a sandbox environment to test changes when possible.

The Assistant will leave the conversation after 2 hours without a response. If desired, you can resume the conversation and the Assistant will return.

Unfortunately, the Assistant cannot generate a case at this time, but it can provide a unique URL where you can enter information and submit a case. A brief description of the issue or question is required before a case submission link is provided and this cannot be bypassed.

Currently, no details transfer to the case form, however, the entire conversation is associated with the case for the Kantata Support team to review. Future enhancements to the AI Assistant will include prepopulating some of the case form fields based on chat conversations.

How to Submit a Support Case

Tip: Before submitting a case it might be helpful to record website interactions in a HAR file. HAR files can help our Support and Engineering teams to reproduce and diagnose specific types of issues, such as slowness in Kantata OX. In some cases, Kantata Support will specifically request this type of file to aid us in resolving an issue.

  1. In the app bar, open the Support menu and select Contact Support. The Kantata Customer Support page opens in a new tab.

    Note: If the Contact Support option does not appear, your organization may only authorize specific users to contact Kantata’s Support team. It may be best to route your issue through an internal team if this is the case.

    Support drop-down menu in App Bar.png

  2. In the Customer Support section, select Request Support. A new page opens where you can view any open cases in the Open Cases or Submitted Cases tab. You can also check the Known Issues tab to see if your issue has already been reported and subscribe to the known issue for updates.

    Note: If you need to view support cases for all users in your Kantata OX account, request this level of access via Live Chat and submit a support case.

    Click Request Support button on Kantata OX Customer Support portal.png

  3. If your issue has not been reported, click the Chat icon in the bottom-right corner of the screen and enter information about your issue. The AI Support Assistant will respond.

    Tip: If you don’t see the Chat icon, verify the URL is portal.kantata.com and navigate there directly from the Home page. If the issue persists, clear your browser cache and log in again.

    Start a chat.png

  4. To chat with a live agent at any time, ask to speak to a Support Agent. A live agent will be connected to you.

  5. If the AI Support Assistant is not able to resolve your issue, click Case Submission Link to be directed to a case submission form.

    Note: You must fill out all information, as information from your chat will not be populated in any fields. The chat history will be associated with the case for the Support Team to review once the case has been submitted.

    Case Submission Link.png

  6. In the case submission form, fill out the following information for your support case:
    • Subject—Enter a descriptive summary of the issue you are experiencing.
    • Product Categories—Select the relevant product area for your issue.
    • Product Subcategories—Select the relevant product subcategory.
    • Severity Level—Select the option that accurately describes the impact on your business.
    • Description—Enter a descriptive summary of the issue you are experiencing with as much detail as possible.
    • System Outage Related—Check this box only if you are unable to access Kantata OX due to an outage, which you can verify by checking the Status page before submitting a case. This option quickly informs us that this issue may be related to the current outage.
      Submit a Case Tab.png
  7. In the Add Case Collaborators section, select each person that should receive email updates related to this support case.
    Add Case Collaborators to Support Case.png
  8. To provide any Attachments that would be helpful in resolving your issue—such as screenshots of any error messages, a HAR file with a log of website interactions, or videos of the behavior you are seeing—click Upload Files, choose the file, and click Done in the Upload Files modal.
    Upload Files Modal.png
  9. When you are finished, click Submit Case. You will be redirected to the newly created case automatically where you can add case updates.

How to View Support Case Updates

  1. To view updates for a case, log in to the support portal and select either the Open Cases or Submitted Cases tab to see a list of support cases.

    Note: You can also check the Known Issues tab to view information on issues reported by other customers that may be affecting you.
  2. Select either the Case Number or Subject to view details for the support case.
    Click to open support case.png

  3. Within this page, you can view any updates for your support case and you can click Share an update on the left side of the page to add more information or respond to questions from our support team.

    Note: To ensure that all team members are kept fully informed and to maintain the best user experience, we strongly recommend replying directly within the portal. While you can reply directly to an email, only updates shared via case posts will generate notifications for anyone you have added as a case collaborator.

    Share-an-update-in-support-case.gif

  4. To notify other team members as there are case updates, click the Collaborators tab and select each person that should be notified. You can also remove case collaborators, if desired.
  5. If the issue has resolved on your end, you can click Close Case on the right side of the page to proactively close your case and enter your Reason for closing the case.
    Close Case button.png

 

How to Create a HAR File for Support

If you are regularly experiencing slowness (longer than 30 seconds) or other errors in Kantata OX, you may be asked to provide Kantata’s Support team with an HTTP Archive format file—also known as a HAR file. HAR files log the interactions between your browser and the websites you visit.

When you record these interactions and download them in a HAR file, it is easier for our team to reproduce and diagnose the cause of your issue. This is because it captures additional information in the website’s code that gives us more context about an error message or unexpected behavior. This information is especially helpful in diagnosing the cause of slowness or issues with a specific page loading.

To learn how to log interactions between websites and your browser in a HAR file for our supported browsers, see the relevant section below.

How to Create a HAR File in Google Chrome

  1. On the page where you are experiencing the issue, right-click and select Inspect from the menu that appears. This opens Chrome’s DevTools.

    Note: Alternatively, you can select the More icon in the top-right corner of your web browser, hover over More Tools in the menu, and then select Developer Tools.

    Inspect in Chrome.png

  2. In the panel that appears, select the Network tab.

    Important: This panel must stay open the entire time you are reproducing the issue in order to properly record all events and interactions.

    Network Tab in Chrome.png

  3. If recording does not start automatically, click the Record icon to start recording website events. The Record icon displays as a gray circle if not recording and changes to a red square if recording.
    Record-website-interactions.gif
  4. To prevent events from being removed from the log when refreshing the page or navigating to other pages, make sure Preserve Log is selected.
    Preserve Log checkbox.png
  5. Click the Clear icon to remove any events that have been logged previously. This will allow your log to contain only events related to the issue you are reproducing.
    Clear Network Log.png

  6. When everything is set up correctly, reproduce the issue with the Network panel remaining open.

    Note: If you are experiencing issues with slowness, reproduce the issue by refreshing the page and waiting until the page has fully loaded or timed out.

  7. When finished, click the Export icon to save the HAR file to your computer.

    Tip: If you have recorded a HAR file previously, be sure to give the file a unique name to avoid accidentally replacing other files you may still need.

    Export HAR File in Chrome.png

How to Create a HAR File in Mozilla Firefox

  1. On the page where you are experiencing the issue, right-click and select Inspect from the menu that appears. This opens Firefox’s DevTools.

    Note: Alternatively, you can select the Menu icon in the top-right corner of your web browser, click More Tools in the menu, and then select Web Developer Tools.

    Inspect in Firefox.png

  2. In the panel that appears, select the Network tab.

    Important: This panel must stay open the entire time you are reproducing the issue in order to properly record all events and interactions.

    Network Tab in Firefox.png

  3. To prevent events from being removed from the log when refreshing the page or navigating to other pages, click the Settings icon and select Persist Logs. If a checkmark appears next to this option, it is already selected.
    Persist Logs in Firefox.png
  4. Click the Trash icon to remove any events that have been logged previously. This will allow your log to contain only events related to the issue you are reproducing.
    Clear Log in Firefox.png
  5. If recording does not start automatically, click the Play icon to start recording website events. The Pause icon displays if recording and changes to a Play icon when recording has stopped.
    Record logs in Firefox.gif

  6. When everything is set up correctly, reproduce the issue with the Network panel remaining open.

    Note: If you are experiencing issues with slowness, reproduce the issue by refreshing the page and waiting until the page has fully loaded or timed out.

  7. When finished, click the Settings icon and select Save All as HAR to save the HAR file to your computer.

    Tip: If you have recorded a HAR file previously, be sure to give the file a unique name to avoid accidentally replacing other files you may still need.

    Settings Icon in Firefox DevTools.png

How to Create a HAR File in Safari

  1. On the page where you are experiencing the issue, right-click and select Inspect Element from the menu that appears. This opens Safari’s DevTools.

    Note: Alternatively, you can go to Safari > Settings > Advanced and click Show Develop menu in menu bar.

    Inspect Element in Safari.png

  2. In the panel that appears, select the Network tab.

    Important: This panel must stay open the entire time you are reproducing the issue in order to properly record all events and interactions.

    Network Tab in Safari.png

  3. To prevent events from being removed from the log when refreshing the page or navigating to other pages, click the Filter icon, then select Preserve Log. If a checkmark appears next to this option, it is already selected.
    Preserve Log in Safari.png
  4. Click the Trash icon to remove any events that have been logged previously. This will allow your log to contain only events related to the issue you are reproducing.
    Trash Icon in Safari.png

  5. When everything is set up correctly, reproduce the issue with the Network panel remaining open.

    Note: If you are experiencing issues with slowness, reproduce the issue by refreshing the page and waiting until the page has fully loaded or timed out.

  6. When finished, click Export to save the HAR file to your computer.

    Tip: If you have recorded a HAR file previously, be sure to give the file a unique name to avoid accidentally replacing other files you may still need.

    Export in Safari.png

 

By Sarah Bridges
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