Data mode may not be included in your plan — contact your CSM.
A question about your data won't work
Confirm Data mode is selected, not Knowledge.
If you're sure it's selected and the question still fails, your account may not have access to that data area, or Data mode may not be included in your plan.
An order won't pull up by number
Orders have two separate identifiers: the Order ID (system-generated) and the Reference # (your customer-facing reference). Name the field you're searching so the right one is matched — for example, show details for order id 1123 or show details for reference number 12219.
If your reference value is stored with a leading # (like #11109), wrap it in single quotes so it's treated as an exact value: show order details for reference number '#11109'.
Order counts don't match a dashboard or report
Counts may differ because of the date field being used. Process date (when an order was processed) and close date (when it moved to Closed status) aren't always the same day, so “closed today” and “processed today” can return different totals. Name the field you mean — for example, orders processed today vs. orders with a close date of today.
If a count still doesn't line up with a specific dashboard, that dashboard may filter on a different field or status. Use the thumbs-down button to flag the response so the Extensiv team can take a look.
Slow or failed response
Wait a moment and try again — occasional delays happen during high-usage periods.
Simplify very broad questions, which take longer to process.
If it persists, contact Extensiv Support through the Help Center.
