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667 Posts
Deborah Sanderfur
Deborah SanderfurSmart Cookie
posted in Q&A
How are people using Guru for communicating about returning to the office?

:office: Has anyone started getting ready for back to office (physical) planning and will be using Guru to for communication plans? Any in person events or retreats coming up where new protocols and processes need to be outlined?

96
Deborah Sanderfur
Charlsie
Charlsie
posted in Q&A
Do you have resources for Card or tag naming conventions?

Can someone point me in the direction of an article or resource for card naming (and/or tagging) conventions? If no resources, would love to hear if what others use when naming cards uf you'd like to share! :pray:

392
Charlsie
John McKoll
John McKollScholar
posted in Q&A
How do your teams handle having multiple content creators?

How do y'all handle multiple content creators? The time has come for me to set up a knowledge council and get more people creating cards. My thought is to establish a few templates that we all agree on how to use, and then unless there are questions about format/content/visibility, the individuals on the council are trusted to just let it rip and make it live. Am I being foolhardy with that view? Should I be a bottle-neck of approval on all cards? Would love your thoughts, friends. Thanks!!

10717
Siobhan
Rosie Eachus
Rosie EachusKnewbie
posted in Q&A
If your team uses Slack emojis to triage queries, how do you produce reports on the process?

For those who use emojis in Slack to triage queries (for example :did-you-guru-it: ), what's the best way you've found to produce reports on how many times you've used the emojis? And if possible, on which posts?

5707
Rosie Eachus
Zev Zoldan
Zev ZoldanScholar
posted in Q&A
How often do you poll your team on how Guru is working?

Hello all! How often do you poll your users on how Guru is working? How do you do it?

203
Kristin Fretz
Deborah Sanderfur
Deborah SanderfurSmart Cookie
posted in Q&A
Has anyone rolled out a new product launch recently? How did you use Guru?

Hi all! Happy June! :sunflower: Has anyone rolled out a new pricing/packaging, or product launch recently? What challenges came up with that launch and how did Guru alleviate some of these challenges? Anything you'd go back and do differently?

164
Deborah Sanderfur
Sarah W
Sarah WSmart Cookie
posted in Q&A
What are your thoughts on revisiting and restructuring your content?

Hi everyone! I'd love to hear your thoughts on organizing and restructuring content. Many of us have gone through the process of getting information into Guru, but what happens when the time comes to revisit that knowledge and restructure it? I'm thinking especially of determining which cards are related to each other in a series, or making the hierarchy of information really clear.

204
Charlsie
Leigh Purvis
Leigh Purvis
posted in Q&A
Does anyone use Knowledge Triggers on Gong transcripts?

Hi! I saw that there were some Gong + Guru users out there. Wondering if anyone has any experience using knowledge triggers on Gong call transcripts. Use case: since when on calls Gong does transcription, thinking it would be awesome if we could use knowledge triggers to surface cards based on words or phrases. But not sure if that's possible or if anyone has been able to make this happen. If anyone has any insight on how to make these two tools work well together, would love to pick your brain! :brain:

424
John McKoll
loraine
loraineScholar
asked in Q&A
Can you turn off related Card suggestions at the bottom of a Card?

Morning all, I hope someone may know the answer to this, as I haven't been able to find it (though that very definitely could be user error!). Is there a way to turn off the "Users who viewed this Card also viewed:" suggestions at the bottom of specific cards (or even more specifically the bottom of cards all in one collection) please? For context, I have a collection that only has public cards in it for recruitment candidates and pre-boarding. However because we've also been setting up cards in internal collections, the suggestions at the bottom of the public only cards are suggesting internal facing cards that those people won't be able to access (and shouldn't see unless they're employed). Any help will be gratefully received - thank you in advance! :thankyou:

533
June Zhang
Joshua Ordehi
Joshua OrdehiSmart Cookie
posted in API & Integrations
Issue querying Card IDs

Hello again! I've been happily querying card IDs for a few days, but now ran into this issue: > Exception: Request failed for https://api.getguru.com returned code 400. Truncated server response: { "description" : "Invalid paging token" } (use muteHttpExceptions option to examine full response) (line 36). When I follow the pagination token URL on the browser it works, logging it also gives me a working token. The call I'm making is using only the Card ID, it breaks when it has to fetch the next page, I'm using the same code from the Google Sheet you shared but only modified it so cardId is added instead of dates.

754
Joshua Ordehi
Deborah Sanderfur
Deborah SanderfurSmart Cookie
posted in Q&A
Has any team experienced a team re-organization, and what role did Guru play in it?

Hey everyone! Sometimes implementing a new process or strategy requires major pivots, and that can affect the way teams are structured. Has anyone experienced a re-org of their team/s or a fundamental process shift? How did Guru come in to play to keep everyone on the same page?

143
Renee Osgood
Laquize Bassey
Laquize BasseySmart Cookie
asked in Q&A
Does anyone use Guru for recurring meeting agendas?

Hello everyone. I have a daily meeting with my agents to go over things like sales, experiments, announcements, bugs, etc.. Does anybody have a template that they use for something like this or that they recommend? I checked out the Guru templates and didn't see one that really fit. Thank you!

422
Laquize Bassey
kelly
kellyScholar
posted in Q&A
As your team has scaled, have you had to change your company's Guru organization?

Good Morning all - have a question for anyone with an answer. As you have scaled - have you found that the way you originally organized your collections isnt the way you need them to be organized as you were scaling. i.e. you used to have they organized by department and now you have them organized by a less silo-ed structure thats more beneficial to your overall business. Would love to hear any thoughts, comments, or suggestions. Thank you all so much!

275
Hassan Muhammad
Zev Zoldan
Zev ZoldanScholar
posted in Q&A
How have you gotten your team to look at Guru before asking team members for answers?

Hey y'all! What's an approach that's worked well to get folks to look into Guru first before slacking team members for answers? At Postscript. we're still learning but when someone asks a question that someone else knows lives in Guru, we use . But..... how can we prevent this?

174
Zev Zoldan
Allie Sullivan
Allie Sullivan
posted in Q&A
Do you have any suggestions on how to easily "draw" on a screenshot?

Any suggestions on how to easily "draw" on a screenshot that you are adding to a Guru card? Like if I wanted to add an arrow or a box around a certain part of the image? What do other folks use to accomplish this?

6917
Siobhan
Martin Theobald
Martin TheobaldSmart Cookie
asked in Q&A
Can you bulk request Cards to be verified?

I've recently inherited our Guru platform and I'm reviewing the unverified cards. As far as I can see, I can only request verification per single card. Is there a smart way of requesting a bunch of cards be verified (by individual) with one click?

977
Martin Theobald
Renee Osgood
Renee OsgoodSmart Cookie
asked in Q&A
How have you reinforced for your team to use email templates in Guru?

Hi all! We have a big push to get our CSMs using more email templates to make them more efficient; we've organized things in Guru to make it easy to see what's available and are thinking about training / rollout now.  In the past, we've found it difficult to get people to use them- mostly because they forget they are there. Has anyone ever had similar challenges? If so, what did you do in terms of training / enforcement to help encourage usage? Thank you!

273
Renee Osgood
Charles Magnuson
Charles MagnusonKnewbie
asked in Q&A
What does "SME" and "DRI" mean?

I'm seeing people use the acronyms 'SME' and 'DRI' when discussing roles and my brain is struggling to guess what these might refer to. Can anyone fill me in?

18052
Charles Magnuson
Nick Snelling
Nick SnellingSmart Cookie
asked in Q&A
Can you link to a specific heading in a Card?

Is it possible to link to a specific heading in a card? like anchors...?

2022
Nick Snelling
Susan Burrows-Rangel
Susan Burrows-RangelKnewbie
posted in Q&A
Does anyone have any examples of templates that they have used for mapping out rules of engagement between GTM teams?

Hi folks, Does anyone have any amazing examples of templates that they have used for mapping out rules of engagement between GTM teams?

245
Susan Burrows-Rangel
Joshua Ordehi
Joshua OrdehiSmart Cookie
asked in API & Integrations
Getting a 500 error when querying the KCS endpoint

Hello! I'm trying to query Guru's KCS endpoint to get all Zendesk tickets linked to a specific card. When I use the `cardId` query, I don't get anything back, and usually a 500 error. However, if I remove`cardId` it works, only I get ALL cards which is not what I want. I've tried `cardId` using the slug (works when doing a call to search by ID but not KCS), and also using the card id property we get in the objects when calling KCS (this also gives me ALL cards). Here's an example test in curl curl -u UNAME:TOKEN https://api.getguru.com/api/v1/kcs?cardId=CARDID This works though curl -u UNAME:TOKEN https://api.getguru.com/api/v1/cards/CARDID/extended Am I doing something wrong? We're trialing Guru for issues and feedback, but we need a way to get all ZD tickets linked to a card for it to be of any use. The Spreadsheet Guru provides is cool, but while trying to introduce the `cardId` query, it's just giving me 500 errors even if the call is properly formatted. Has anyone built something

4612
Siobhan
Charles Magnuson
Charles MagnusonKnewbie
posted in API & Integrations
Managing Jira ticket status next to link in Card

Our team lists known issues in the Guru card that covers the feature or subject the KIs fall under. For example, we have a card titled 'Inviting and managing new and existing club members' which contains information about these features along with any related known issues. Currently, the known issues are written into the card with a hyperlink to the Jira ticket. If the Jira ticket is updated or resolved, that change is not reflected on Guru until a member of the team manually edits the card. What are your recommendations for handling this? It would be wildly helpful if we could embed a custom Jira search into a card so that any updates to Jira tickets are immediately reflected in Guru. While I understand there's an API-based method available to pull Jira tickets into Guru so that each ticket is a card, but we'd like to keep multiple Jira tickets listed within a single card instead of listing them as multiple cards.

272
Charles Magnuson
Hassan Muhammad
Hassan MuhammadScholar
asked in API & Integrations
Is there a way to automatically notify the card creator when a comment is posted..

Is there a way to automatically notify the card creator when a comment is posted without having to individually tag them? This would be similar to the functionality in Google Docs.

4613
Hassan Muhammad
P
Paul
posted in Q&A
Check out the Wizard of Ops Community!

Hey Guru Ops folks, a few weeks back I joined the Wizards of Ops community. Recently, Guru has been getting a good bit of love over there across channels. It's possible I had a little something to do with that (:wink:) but clearly others are fans, too. Anyway, I wanted share the :heart: and encourage folks to check the workspace out - it's been active and helpful so far, as I've been expanding breadth and depth on my ops journey. https://wizops.org/#form :thankyou:

183
P
Rosie Eachus
Rosie EachusKnewbie
posted in Q&A
What are your best practices for when missing knowledge is identified?

Hey everyone! I'm interested to hear of best practices for when missing knowledge is identified, particularly in the use case where the Support agent *knows* how to answer the query, but the process isn't documented yet. It's also worth adding that I'm looking for a particular flow for agents who don't have Author permissions, so can't *create* a new Card. I know this is something that can be solved via Slack, but I'm also interested to hear of ways this could be solved using the Extension, if at all? For context, we're using Zendesk. *For example:* • Agent replies to customer • Agent then wants to flag to Knowledge Council that we need a Card for this process Would the best solution be to use Slack here? Would you use Ask an Expert?

585
Lit Brown

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