Support starts with a question: what changed? Where do I find the answer? Who has the context? For our customers already using Advantive ONE, the first answer is increasingly coming from the same place where they can investigate, create, and manage a support case. 

That is the story behind our recent Advantive ONE Support webinar. The demonstration showed the mechanics; customer feedback showed what matters in practice: faster answers, less rework, useful views of operational information, and clear control over what happens next. 

1. Asking product questions in plain language 

Customers are using AIVA to ask about the products they run instead of beginning a manual search.  

The webinar demonstration started with an issue in a sales report and moved through product guidance, troubleshooting, and source material. The presenter was able to use the chat interface to ask a question and receive a response in natural language during their work. Even when technical information was called upon from the knowledge base, the presenter was able to maintain that level of understanding. 

Feedback from the session made the next requirement clear: customers want the answers to reflect product documentation, industry standards, and the terminology their teams use every day. That is how an answer becomes usable in a plant, warehouse, or office. 

2. Moving from a support question to a complete case 

When troubleshooting needs a support case, customers can carry the context forward. AIVA can gather details from the conversation, confirm what should be submitted, and create the case without asking the customer to start over in another form. From there, customers can add information, follow status, and close the case with the resolution attached to the same record. 

That is a simpler support workflow: ask, investigate, submit when needed, and keep the history in one place. It preserves the detail that support teams need and removes the retyping that slows everyone down. 

3. Looking at operational data without building a report first 

Customers are also using the data experience to ask questions about their own business information in natural language. An operations leader can investigate what is happening without first knowing which report to run or where the information sits. The conversation can continue as the answer raises the next question. 

Customers have also been clear about the conditions for this to work: they want to understand what data is available, how access is authorized, and where their existing reporting environment still fits. Advantive ONE is designed to complement the systems customers already use, bringing timely operational context to the question at hand. 

4. From answers to action 

The support experience shows how a1 can gather context and help people move work forward before a case needs to be created. That same connected context complements the latest Workspaces enhancements in Advantive ONE. Instead of moving between systems and rebuilding context, teams can bring information, decisions, and next steps into the work already underway. 

As Workspaces expand, a1 can help teams work through operational questions with the right controls in place. Customers have been clear: automation must be guided by clear approvals and human judgment. This is less about another dashboard and more about creating a connected path from question to decision to action. 

What customers are telling us 

The feedback is not a request for automation without guardrails. Customers want a practical experience that fits their existing workflow and uses clear data boundaries. They see the potential in future workflows, but they expect human approval where changes affect the business. That feedback is shaping how Advantive ONE evolves. 

See it in action 

Watch the webinar recap to see how customers can create and manage support cases, add relevant context and track progress in a1. Then join Advantive L1VE to see the broader direction for Advantive ONE, a1 and the connected operations they support. 

Watch: Advantive ONE Support What’s New What’s Next 

Learn more: Advantive L1VE 2026