What is the problem?

• Answers can accurately pull a brief and accurate answer for most questions, but sometimes we need more than a short paragraph. For that, we click on the card. The problem is that it opens the card to the top of the card, and not the location from which the answer was pulled.

• This is a problem because we have some cards that are large tables of information, like error code definitions. 

• People do not use answers because they know they will just have to search the card anyway.

Who is it a problem for?

• This is a daily problem for all customer-facing roles (Support, Success, Sales)

How do you solve the problem today?

• Some people avoid using Answers and go straight to the cards

• Others will access the cards and use command-F to search the error code in guru.

How would you ideally solve the problem?

• When a user clicks on the card from which the answer was pulled, the card would open in the exact location of the information.

• In short, guru would auto-command-F based on the original question.

• Best version - the information is immediately scrolled to on the card and highlighted so that it was easy to spot.

How big is the problem (business impact, frequency of impact etc.)?

• This issue happens multiple times per day.