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Danielle SmorenSmart Cookie

Consider allowing for multiple notification optionsOpen

Currently you can only select to have Slack or email notifications. Slack notifications are great because reps receive them immediately however, due to limited Slack retention, notifications are automatically deleted after 2 or 3 days. This means, if a rep is off for the weekend or multiple days in a row, they will miss any Slack notifications that were automatically deleted. Being able to have notifications sent to Slack and email would ensure that notifications aren’t missed.

Danielle SmorenSmart Cookie

Consider "Ask an Expert" templatesOpen

As an admin it would be great to be able to set up templates for the “Ask an Expert” feature. This would ensure that all necessary information is available when requesting content creation or content updates. For example: Title: Description: Impact: Relevant links:Relevant screenshots:

Suzy MenardKnewbie

Expand the SharePoint scopeOpen

Currently Guru can only source from SharePoint files, but it is very important to source information from SharePoint lists and pages as well. These are vital knowledge management sources within the SharePoint application and are used by many teams.

Lynn MillerSmart Cookie

Does anybody have a good process for reconciling folder urls?

One of the things I love best about Guru is that the card url doesn’t change if it gets reorganized in folders or collections. Most of the time any linking (in other cards, sharing in Slack) is too a specific card, but on occasion we link to folders because the content is dynamic (either lots of cards apply to the topic or things are always getting added).The on occasion we reorganize and delete folders for better IA. But there is no easy way to find if we’re linking to folders in our cards that will have changed or to resurrect a folder url if it’s already been deleted. (Though I might be overlooking something.) Anybody have a good process for handling these rare instances?

Scott CarrittKnewbie

Printable Guru Cards

Is there a way to easily print a guru card so that it all prints correctly, it seems to cut off information or doesn't print multiple pages..

Yago De QuayKnewbie

Freshdesk articlesOpen

What is the problem? I have Freshdesk articles that should be used as sources of information. Who is it a problem for? Product manager, sales, QA How do you solve the problem today? If I have a question where the answer in in Freshdesk, I don’t user Guru, I rummage through the Freshdesk articles to find the answer. How would you ideally solve the problem? Guru ingests Freshdesk articles, and uses them as sources for answers. How big is the problem (business impact, frequency of impact etc.)? Frequency: Once a week. Impact: Annoyance, but also distrust of Guru’s answers.This problem makes it harder to sell the idea of using Guru to my company.

Patti LehmanKnewbie

Our save to .pdf puts double spacing in the pdf and loses much of the formatting. Does anyone else have this problem?

Cassie AlterKnewbie

Collapsible sections look wonky for non-title casesOpen

Hello! When you use the collapsible sections and the main text at the top is “normal text” rather than a title, the arrow is set just above the text instead of next to it. Small issue, but it’s not pretty and that bothers me.

Nathan VerginKnewbie

External URL Data SourcesOpen

Please develop the ability to link to external sources for information. There should be some sort of generic website scraper that can be added as sources for Guru. It doesn’t need to necessarily scrape an entire website, though I’m sure there could be use cases for that. I’m thinking more along the lines of providing URL(s) to specific pages or articles to then create cards from, including text and images.Example:There are times, such as for IT Support, where it would be extremely helpful to be able to link to a service providers knowledge base or help center directly to ensure that documentation is kept up-to-date. This would remove that burden from internal staff yet would still allow that type of knowledge to be sourced by Guru for our employee’s searches.

Rebecca WilliamsKnewbie

Dynamic options to include cards in knowledge triggersOpen

We’re new to Guru and starting to set up Knowledge Triggers. We don’t yet have a lot of content though, so as we’re adding content we’re going to have to go back and edit triggers to add additional cards we want to surface.Problem: adding cards to knowledge triggers is manual and tedious, and you have to remember all the cards you want to add.Impact: The feature requires authors to update triggers every time they add a card - I know in our company it will be a big win just to have multiple people creating content, but the organizing of content and managing features like knowledge triggers will likely be done by only a couple of users. This means we will have to be paying close attention to new content created, and then determining whether it should be added to any knowledge triggersPotential solution: dynamic card inclusion rules based on tags/collections/foldersfor example when [phrase A] and [phrase B] appear on page in [URL], display all cards with [tag A] and [tag B] in [Collection

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Lynn MillerSmart Cookie

Does anybody have a good process for reconciling folder urls?

One of the things I love best about Guru is that the card url doesn’t change if it gets reorganized in folders or collections. Most of the time any linking (in other cards, sharing in Slack) is too a specific card, but on occasion we link to folders because the content is dynamic (either lots of cards apply to the topic or things are always getting added).The on occasion we reorganize and delete folders for better IA. But there is no easy way to find if we’re linking to folders in our cards that will have changed or to resurrect a folder url if it’s already been deleted. (Though I might be overlooking something.) Anybody have a good process for handling these rare instances?

Scott CarrittKnewbie

Printable Guru Cards

Is there a way to easily print a guru card so that it all prints correctly, it seems to cut off information or doesn't print multiple pages..

Patti LehmanKnewbie

Our save to .pdf puts double spacing in the pdf and loses much of the formatting. Does anyone else have this problem?

Rob MuellerSmart Cookie

Reducing Customer Support hold times with Guru

Hope that this finds you all well. We are a product manufacturer of clean energy solutions (solar+storage) and sell to distributors and installers. We have a challenge to reduce our Technical Support hold times for installer who call in to ask a question or troubleshoot their system. I was looking for specific case studies or best practices about using Guru to surface knowledge quickly to chip away at these hold times. Trying to build a case for further adoption of Guru along these lines. Thanks in advance for your time with this.

Tyson ClugyKnewbie

Help me understand proper content structuring

I’m having a little trouble understanding how I should structure my content so that it makes sense to the end users.I need to create help docs for applications usage like email, leave management, database tools, etc. The problem is some of these applications are used company-wide while others are specific to an individual department.If I structure my collections by department, where do the common applications belong? It seems it might be confusing for users to have their application docs spread across multiple collections.How are others handling this? Do you just put all your app usage docs in a single collection, spread them across multiple collections or do you create duplicate boards/cards for each department?

Angela McCarthyKnewbie

Hi thereI just have some questions about the new version of the answers feature using the question mark.We are in the process of testing it out and have noticed that AI doesn’t appear to be able to decipher content held in images, for example cost tables - would that be correct and if so will future developments allow for this? (My general research outside of Guru seems to suggest it can be done).I am not sure if there are any specific training guides to help us - the only ones I found in the Help Centre related to the previous iteration of answers, so I don’t know if it would still be the same? We would like to learn more about the background of educating the AI when flagging/updating the answers.I hope some of this makes sense - the AI side is a new world to us that we ae trying to get on board with - any further pointers would be greatly appreciated, thank you:)

Stephen MallamKnewbie

Exclude folder from Zendesk sync

Hi. I am hoping someone can help. I have our Zendesk guides sync’d with Guru and I want to exclude one of the folders from the search results. In Zendesk, we store a lot of guides and F&Q’s including our release notes. I want to exclude the release notes returning when a member of my team searches guru. Is this possible via the Guru UI?

Bill DilworthKnewbie

On a Guru page it looks fine, but the save to PDF option seems to truncate any run of spaces longer than two down to just two, destroying any page indention formatting on the PDF. Is this a known bug?

On a Guru page, it is often useful to have numbered lists and sometimes sub-numbering (3.1, 3.2 etc.). On the page it looks fine, but the save to PDF option seems to truncate any run of spaces longer than two down to just two, destroying any page indention formatting on the PDF.Is this a known bug?

Lloyd NebresSmart Cookie

Left side navbar changed?

Hello… is it just me, or… what happened to the left side navigational area? I used to be able to minimize it so the column only shows the task and collection icons. Now, the column just goes away completely when toggled. Thanks for any insight.Lloyd

Ryan AtwoodKnewbie

Knowledge Trigger URL

Hello! Starting to get into Knowledge Triggers. Wondering how do you setup a Knowledge Trigger for a website such as SalesForce, where every case or ticket is a different URL? Ideally, I would like to have Knowledge Triggers appear when typing emails to clients and using specific keywords. For example, our Salesforce URL is https://classlink.lightning.force.com/An example of a case would be https://classlink.lightning.force.com/lightning/r/Case/[Case Number]/viewEach case has a different number in the URL. I tried setting the trigger to enable on https://classlink.lightning.force.com/, however that does not seem to work. Any suggestions?

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