Our company has plenty of internal terminology that we use in a lot of our Guru cards. We have glossaries, but it would be great if there was a way to build definitions of certain terms non-intrusively into cards so that agents don’t have to constantly pull up glossaries, and we don’t have to add bulk and repetition into cards by adding things like “(which refers to...),” “(an acronym for...)” into every card that contains a certain word/phrase/acronym/etc.

I would envision this as either the ability to manually select a word or phrase in a card and tie a definition to it, or the ability to create an internal glossary within Guru and tell it to automatically add the definition any time the words/phrases you define are used within cards.

Once a word/phrase has a definition tied to it, the definition would pop up when you hover over or click on that word/phrase. It could have a special type of underline or italics that would indicate to a user that something will happen if they hover/click.

Being able to add a definition to every instance of a word/phrase being used, while also not having that definition be constantly repeated directly within the card itself, would save users time and effort, and help to improve their subject matter expertise and understanding of company lingo. They wouldn’t have to pull up glossaries in a separate tab, or have to backtrack within the card to find where the word/phrase was previously defined. For users who already know what a term means, cards are quicker to get through without unnecessary definitions added in.