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563 Posts

A
AlexKnewbie
posted in Q&A

Is Guru meant for use for standard operating procedures (SOP)?

Is Guru meant for use for standard operating procedures (SOP)? I'm trying to create cards for the next steps for customer onboarding. We have multiple different customer onboarding flows depending on whether they are a current customer or new and which product they are purchasing which also determines which email templates to use. How can I do that while also keeping the cards "byte-sized"? Is there a how-to guide for this use-case?

2
Michelle Williams
2 years ago
Siobhan
Siobhan
asked in Q&A

When using the "Ticket Linking" feature, can you see what Cards a ticket is linked to?

When using the "Link to Ticket" feature, has anyone figured out a way to see what Cards a Ticket is linked to? In Zendesk, if I'm looking at a ticket, I want to easily see that someone has linked this ticket to the appropriate card without needing extra steps. We're using to track product feedback and bugs so there can be more than one linked card per ticket. I was thinking perhaps some kind of API call that could populate a Google Sheet and filter for that Ticket ID. Google Sheets can be added as a sidebar in ZD, so maybe somehow there's some magic that could work there? Or if the Guru Extension could show what cards this ticket is linked to -that would be stellar!

8
Mary Houston
2 years ago
A
Amanda LabbyScholar
posted in Q&A

Where is Guru's security landing page?

We've repurposed a few cards from the pre-populated collection frameworks before the new help desk was created, and I can't find the updated URL for this card: https://help.getguru.com/articles/qi7zojc8/Security-Overview If it doesn't exist I don't need it, but would love to include it if I'm just missing it

2
A
2 years ago
Mirna Lessinger
Mirna LessingerSmart Cookie
asked in Q&A

How to ensure people can use the extension?

Hi Everyone - Long story short, we've have some logistics challenges getting our team + partner teams to use the Guru Chrome extension and I'd like to find an easy way for our vendors to confirm they're able to use it. Are there any Chrome browser -only tasks that you can think of they can complete to confirm they've the extension installed?

7
A
2 years ago
Amy Behm
Amy BehmKnewbie
posted in Q&A

How can the Guru Slackbot be automatically added for all users?

Question regarding the guru slack bot. Some users experience the app automatically added to their slack and some say they have to add the app. Does anyone know what steps need to be taken so that the app is automatically added in slack for all users?

3
A
2 years ago
Steve Mayernick
Community Manager
Steve MayernickCommunity Manager
posted in Q&A

Is anyone using Guru with Loom?

hello friends! is anyone using :gurulogo: in combination with loom? if so, i'd love to chat!

7
Lindsey Hart
2 years ago
Dillon Head
Dillon HeadScholar
posted in Q&A

We made this CLI tool using the Guru API.

Hello fellow Gurus! At Pliancy, we encourage everyone to contribute docs where they can, and we do as little gatekeeping as possible. This has led to significant engagement with our docs, both in terms of creation and consumption. We've tripled our team over the last two years, and all the while were biasing for hiring proactive people that wanted to share their knowledge. We knew we didn't want to do any additional gatekeeping, but we increasingly needed a way to administer Guru in ways that the UI doesn't support. So, using the excellent Guru API, we made this CLI tool. Based on a bit of lurking here in the Guru Slack community, we thought others might want some of these features and decided to publish the tool on NPM. It's open-source, so you can use it however you see fit. Please feel free to open a GitHub pull request if you notice any issues or have a feature request. As a side note, you must be a Guru admin for the tool to work correctly. :slightlysmilingface: Features include: 

4
Dillon Head
2 years ago
E
Eric Knudsen
asked in API & Integrations

How can I auth in python using a Collection ID and Collection token?

Hi all! Having trouble understanding how to auth in python using a Collection ID and Collection token. I don't see any example code in documentation. Anyone able to help?

2
E
2 years ago
Lindsey Hart
Lindsey HartSmart Cookie
asked in Q&A

Has anyone run through a content audit?

Hi friends! Has anyone successfully ran their SMEs through a formal content *audit process*? We have taken everyone through one audit cycle, but I was hoping to revamp our process and see if anyone had some best practices to share!

4
Devon O'Dwyer
Guru Employee
2 years ago
Charles Derupe
Charles DerupeKnewbie
asked in Q&A

Does anyone have a job description for a Knowledge Manager?

Hey gang! Does anyone have a JD specifically for a Knowledge Manager?

7
Charles Derupe
2 years ago
Kristin Fretz
Kristin FretzSmart Cookie
asked in Q&A

Does anyone use the Pins feature?

Random question - does anyone use the Pins feature and find it useful? Curious how this may be different from knowledge triggers. Thanks! https://help.getguru.com/en/articles/4740114-setting-up-and-using-pins

2
Kristin Fretz
2 years ago
John McKoll
John McKollScholar
asked in Q&A

Does anyone have a "how to guide" template?

hey y'all. Who has a 'How To Guide' template that they are super proud of and wants to let me steal ideas from it? :smile: My end goal is a template that is fleshed out enough to guide other authors as they fill them out. (Trying to take another baby step toward having other authors live in our system.)

6
Lindsey Hart
2 years ago
Martin Theobald
Martin TheobaldSmart Cookie
asked in Q&A

What's the difference between a Board and Board Group?

I'm considering creating and managing a Glossary of Terms in Guru. I'm deliberating whether to have individual cards for each term, or group terms under related sections. Grouping is an option as verification is done by different teams. And what's the difference between a Board and a Board Group, and how would I use them differently? Any thoughts....

9
John McKoll
2 years ago
Georgia McGoldrick
Georgia McGoldrick
asked in Q&A

Does anyone have ideas about your Guru Collection/folder (formerly "board") structure?

Anyone have ideas around documenting your overall Guru collection/folder structure? Similar to an org chart, where any employee could view this document at a high level and know where to go for certain information?

1
Jacob Touchette
2 years ago
John McKoll
John McKollScholar
asked in Q&A

What does Recent Activity feed mean when it says someone "used" a Card?

Does anyone know exactly what Guru means when it says on my Recent Activity that someone 'used' a card? Does that just mean viewed or did they interact with it by like copying content? I couldn't find anything in the Help Center that spelled this out for me.

2
John McKoll
2 years ago
Siobhan
Siobhan
asked in Q&A

What is your team's best practices for Knowledge Alerts?

What kind of best practices/guidelines are folks using to make sure people making good use - but not over use - of Knowledge Alerts, especially if you've got the whole company in Guru?

8
Siobhan
2 years ago
Siobhan
Siobhan
posted in API & Integrations

Is there a way to use the API to track the Zendesk Copy Link?

hi there! is there a way via API to tell how many times the "Z" button has been clicked (this is on cards from synced Zendesk collections.) ?

10
Siobhan
2 years ago
Cynthia
Cynthia
asked in Q&A

How do other teams use the Q&A feature?

Hi Everyone! :wave::skin-tone-4: My team and I are exploring the *Ask an Expert* feature. 1. Does anyone use this feature? If so - how does your team use the functionality? 2. Do you have experts answering the questions? 3. Do you have an SLA on when questions need to be answered by?

2
Chrissy Sebald
2 years ago
M
Mia SwiftKnewbie
posted in Q&A

How are teams verifying new Cards within Collections?

Hey! Curious how people are approaching verifying new cards within collections, as I wonder if we've over-engineered our approach. Right now, we have 8 verifiers (called guru gurus) split by segment/product who are meant to review new cards as they come in and check against relevancy, recency and make sure it's not duplicative. In reality, there are only a few people on the team, mostly on Ops or senior members, who are adding new content to the collection. Their content doesn't need to go through the "guru guru" check. *Basically - how do you successfully gatekeep new content to your collections?*

8
P
2 years ago
Marcos Perez
Marcos Perez
asked in Q&A

What is the best way to manage Card comments?

Hi! Wish you all a great day! My team and I were discussing the best way to manage comments in the cards. Today we have near 12.000 people with access to the content, and you can imagine the amount of comments it's not low :sweat_smile: We have very few people to attend all of them, and sometimes the management turns difficult. I thought on asking you: • How do you manage the comments? • Ever created a solution from information via API? • Ever had to deal with something like this and applied certain methodology to resolve it? There are 3 questions but a single answer resuming the idea is more than enough. Thankssss

15
Mary Houston
2 years ago
Amy Behm
Amy BehmKnewbie
asked in Q&A

Has anyone iFramed a Card inside of a Card?

Has anyone successfully iframed a card within another card? Use case is wanting to have a card's information from another collection. Or other thoughts?

4
Amy Behm
2 years ago
Callie Rojewski
Callie RojewskiGenius
asked in Q&A

How do you use Guru to support product enablement?

Hey everyone! Curious how you use Guru to support *product enablement*. `Do you have go to cards that support the process of feature development, release, enablement, and updates?`  We'd love to see some examples and learn more about your process! We're looking for new templates for the template gallery and stories to feature at the next Guru Deep Dive on March 4th. :spiralcalendarpad:

4
Callie Rojewski
2 years ago
Heather Chesnutt
Heather Chesnutt
asked in Q&A

Can you delete previous revisions in Revision History?

Question: Is it possible to delete previous revisions from the revisions history list in the details of a card? I totally goofed when creating a bunch of cards before realizing there was the draft option and now there are several cards with 15+ versions that all contain minor changes. Would love to keep revision history for a place to see changes, but it's a bit difficult now that the list is so long.

4
Heather Chesnutt
2 years ago
John McKoll
John McKollScholar
asked in Q&A

Do you have approval processes set up for your Guru content?

Question for the room. Do any of you have approval processes set up for your content in Guru? Example: If I put together a new card that I want someone in leadership to review before I share it wide with all the sales users...what's the best way to do that? I'm currently the primary author of all content, and have not yet established the rules I want to use for adding new authors. So this is an interim solution potentially. Any and all advice is appreciated. Thanks, y'all!!

3
A
2 years ago
Siobhan
Siobhan
asked in Q&A

How do you add emojis to Cards?

How do you add emojis to cards? I saw this in a template.

11
Kaitlin Warren
2 years ago

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