What is the problem?

• Transferring ownership of cards is too manual.

• If an employee leaves the organization, Guru will prompt an admin to transfer card ownership (this is good), but this is an issue if the former employee authored 100+ cards across multiple collections and boards.

Who is it a problem for?

• HR/People Ops - creates another item on the employee offboarding checklist

• Guru admin - needs to make sure all cards are owned

• Department leaders - help identify all knowledge experts. “Who should own this card next?”

How do you solve the problem today?

• Currently, the process is entirely manual.

  • Employee leaves

  • HR notifies Guru Admin

  • Guru admin deactivates employee account in Guru

  • Guru admin asks relevant department managers who the next point of contact should be for each specific card.

  • Guru admin reassigns guru cards to new owner

How would you ideally solve the problem?

• Connect guru to HRIS so that Guru knows when an employee has been let go.

• Guru Admin assigns logic to cards, reassigning cards to an employee’s supervisor in the event that an employee’s account is deactivated.
  
                                      alternatively

• Guru Admin assigns logic to card designating an employee who will automatically gain ownership of the card in case the original owner leaves

• Guru automatically deactivates the former employee’s account and sends confirmation to the Guru admin and any other designated employee (HR, IT managers, etc)

• Possible flow - 

  • Guru Admin assigns Manager Z to be the “backup owner” for all of Employee A, B, C and D’s Guru cards.

  • Employee A leaves Company

  • HR updates HRIS

  • HRIS signals to Guru through an API to deactivate Employee A’s account

  • Guru transfers ownership of all of Employee A’s cards to Manager Z

  • Guru notifies Manager Z through an automated email and push notification.

• Possible Flow 2 - 

  • Guru Admin assigns Employee E to be the “backup owner” for all of Employee A, B, C and D’s Guru cards.

  • Employee A leaves Company

  • HR updates HRIS

  • HRIS signals to Guru through an API to deactivate Employee A’s account

  • Guru transfers ownership of all of Employee A’s cards to Employee E

  • Guru notifies Manager Z and Employee E through an automated email and push notification.

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

• Followup boss has felt this pain in a large way twice, when key employees, who were responsible for hundreds of cards, left the company.

• Context - Follow Up Boss adds new APIs and updates our software offering on a daily basis, which puts heavy stress on our guru verification process.

• The business impact - increased customer support response times because product information was untrustworthy