Q&A

Ask and answer questions about all things Guru and knowledge management

  • 414 Posts
  • 1,373 Replies

414 Posts

Ben Sykes
Ben SykesKnewbie
asked in Q&A

Did the option to reorder Cards within a Section disappear?

Howdy team, I was trying to reorder some cards within a section, and I can’t seem to do it anymore it appears that the UI for dragging and dropping cards from one location to another also seems to not be working for me anymore either so I’m having to go:to a section » Add existing card » search for the card » go to the original card location » remove from existing boardIt’s so many extra steps as opposed to the ol drag and drop. I just don’t know if this is a me problem or a wider problem.Is there a generic sort feature that I’m just really not seeing 😂

2
Ben Sykes
1 day ago
Ben Sykes
Ben SykesKnewbie
asked in Q&A

AND condition for Knowledge Triggers

Hey! What would be really beneficial is being able to use “AND” statements in the Knowledge Trigger setup. For instance, we have different processes for False Positive investigations depending on the product - so we could have have IF Conidition 1 is ProductA AND IF Condition 2 is “False Positive” use this Knowledge Assignment.It would really let us customise and recommend content in specific situations, while the ML learns what to recommend at specific times.

5
Jake Sauer
Guru Employee
2 days ago
P
Paula SchwartzKnewbie
asked in Q&A

Videos on the Mobile App

Does anyone know how to get videos to play in the Guru mobile app? Issue - In the Guru mobile app it was noticed that the videos that are embedded are not playing.  Below is a screen print from my phone (iphone).   Current workflow - We store out videos on a shared google drive, and when putting them into a card, we have been getting the embedded HTML code and putting that into an iframe.  On a computer it is working nice, however a lot of our staff access Guru only from their mobile device.  Current Workaround identified - Put the link to the video into the card as well. Users can click on the link and access the video, however it does not play through Guru so the user has to authenticate through another app.    

0
P
12 days ago
Hanna Bae
Hanna BaeKnewbie
posted in Q&A

Lessons learned around tagging

Hi everyone!Our team is planning to clean up and (re)build our tagging structure on Guru. We have trialed a “free-for-all” approach, but found that the tags were too inconsistent, and are looking towards a more purposeful tagging scheme. Currently, we are thinking of using controlled (admin-created) tags to group cards across various collections and boards (ex. onboarding material), and uncontrolled (user-created) tags for alternate search terms.Before getting started, I just wanted to gather some insights into lessons learned / pitfalls to avoid / best practices / examples / experiences of how you have structured your tags and how the implementation and maintenance process has been like.Thank you!

1
Sarah Regner
13 days ago
Sleeves Barnesafunks
Sleeves BarnesafunksKnewbie
asked in Q&A

"All Members" Group members losing access to any and all Cards?

Yesterday, 2/6/23 around 2pm EST our users began losing access to any and all cards. These users are in different localities using different machines and have different titles. None of them belong to any Groups other than the default “All Members”. Adding them to Groups grants them permission to cards and collections those groups have access too, but not the cards open to “All Members”.  We have been working with Guru Support 23 hours and this coincided with an “Edit” update as well as a yesterday File Service Partial Outage. This occurs in the extension or web app, and persists if you send the user a direct URL link to a card they were previously accessing.We have been working with Guru support for about 23 hours but are about to create a group with access to a new card with appropriate permissions before adding our users to it.Presumably we will delete this group later once “All Member” functionality has been restored or we (or Guru) find another solution.Is anyone else experiencing 

1
Marie Frei
Community Manager
14 days ago
J
Jessica McMahonKnewbie
asked in Q&A

How do you manage Board Group Permissions?

Hi Guru Community,We are in the process of planning our Guru structure so that Authors can begin populating it with data (YAY!). But the Project Team is grappling with how IT Admin will best keep track of the Board Group Permissions which are clunky to review at the board level only. There are a bunch of posts requesting changes to this (and I have upvoted them all! 😄) but in the meantime, I am looking for suggestions for how to stay across this in the meantime. There was a suggestion of a spreadsheet in one webinar I attended but I didn’t ask for a template at the time.I am hoping that one of you might be able to steer me in the right direction or give me some tips to do/not do that you have come across on your Guru journeys.Thanks in advance! 

0
J
15 days ago
P
Pierre SegerströmKnewbie
asked in Q&A

Emojis are "capped" when used as Card Title

Hello!Can we please fix so that emojis are not “capped” when used in Guru Card titles? (see picture below)  

1
Marie Frei
Community Manager
16 days ago
Lexi A.
Lexi A.Knewbie
asked in Q&A

Guru structure ideas anyone?

Hey everyone! Our CX Team is completely re-organizing the content structure of our Guru boards but our company is quite complex… Does anyone want to connect and chat about what worked and what didn’t work for your company if you’ve gone through a similar struggle? Or if you’re super proud of how your company has organized and is using Guru, I’d love to chat about what’s working well for you! 

5
Lynn Miller
20 days ago
P
Paula SchwartzKnewbie
asked in Q&A

Should I be getting Duplicate Notifications for Ask an Expert Questions?

When I have my Slack notifications turned on, and one of my groups is asked a question through Ask an Expert I appear to be getting duplicate notifications.  Below are some examples.  Is this working as intended, or is there a setting turned on somewhere that I need to turn off? 

3
P
23 days ago
Steve Robertson
Steve RobertsonKnewbie
asked in Q&A

Request for Job Description Template

Does anyone have a good template for a Job description?

1
Marie Frei
Community Manager
23 days ago
Abbey Florence
Abbey FlorenceSmart Cookie
asked in Q&A

Guru Invitations

We're about to rollout the product to our team and plan to use the native Guru invitation format. We see that you cannot hyperlink text in Guru invitations but had been inserting the full URL as a work around (something like “Contact Abbey Florence at chieffaa@newschool.edu with any questions”). However, the system has started inserting a space before the extension in every URL string. So in this example, it breaks “chieffaa@newschool.” apart from the “edu” for some reason. Is that supposed to happen? Is there a workaround? Thanks!Abbey 

1
Marie Frei
Community Manager
26 days ago
Gan Zhi Hong
Gan Zhi HongKnewbie
asked in Q&A

Option to publish the knowledge base externally?

Meaning the entire base is only accessible by invited teammate?I am looking for solution to build Customer support online manual.

1
Marie Frei
Community Manager
1 month ago
Ayat Abu Sini
Ayat Abu SiniKnewbie
asked in Q&A

How do I get notified on my announcement?

Hey guru Community?I would like to know the general rule of announcement notification. Is it available via Slack, email, and chrome extension? I didn't receive an email for the announcement, but some of my teammates did - Slack is the only way I get notified or I can see it in Chrome. ThanksA

1
Marie Frei
Community Manager
1 month ago
Steph Schulz
Steph SchulzKnewbie
posted in Q&A

Internal (k)newsletters - how does your team share knowledge news and updates?

Hey everyone! I’m curious to know how your companies use internal newsletters, specifically for sharing knowledge news and updates.On my end, we have started a Knewsletter using Guru Announcements for our Support team to keep them apprised of product and operation news/changes, new Guru cards, action items, and celebrations (anniversaries, events, etc). We also include a “⚡️Fast Fact” which is a quick, 2-4 sentence info bite about topical product info or workflows.Initially this Knewsletter was bi-weekly, but we saw engagement drop so we’re looking to switch things up, as stuff changes fast around here and it’s important for the team to keep up-to-date. As we’re re-thinking the Knewsletter, these are top of mind:Moving to a monthly cadence Scheduling time for the team to read it  Improving the look/formatting Any thoughts on how to best deliver news/updates? How are you maintaining engagement? I’d love to see examples of what you find works well to keep the team in the know.  Thanks! �

2
Steph Schulz
1 month ago
John Trickett
John TrickettKnewbie
asked in Q&A

Multiple Companies

We operate 12 businesses, as such we have teams that operate in each business from a sales and operations perspective, yet also have teams that operate across multiple businesses such as finance, HR, IT, Health and Safety, Management etc.What would the best practice be in this case for structuring our collections and groups?

1
Marie Frei
Community Manager
1 month ago
Linda Moore
Linda MooreSmart Cookie
asked in Q&A

Does anyone experience the Announcement email notification going to spam?

Is there a best practice to prevent the Guru Announcement notifications from going into spam?

3
Erica G
1 month ago
P
Pierre SegerströmKnewbie
asked in Q&A

Different rendering views on Guru.com vs. Guru Chrome Extension

Hello!This might be a weird situation. We think that the editing/designing possibilities are quite limited in the Guru Card Editor. Therefore, we have made our card design more intractable and flexible by utilizing Markdown (HTML/CSS).Although, it seems that our cards are “rendered” differently on the website, compared to the Guru Extension. Is there a way to solve this? Card in Guru Extension:Card in Guru website 

6
D
1 month ago
Reba Mitchell
Reba MitchellSmart Cookie
asked in Q&A

Backlinking for embedded content?

Hi! Is there a way to check within Guru where cards are embedded? Our use case is for Guru cards embedded into Workramp. When a Guru card changes, we want to be sure to double-check the content in the places where that card is embedded to make sure those workflows still make sense. I don’t believe this is a feature, but I thought I’d check. Thanks! 

1
Marie Frei
Community Manager
1 month ago
Linda Moore
Linda MooreSmart Cookie
asked in Q&A

What's the different between "archiving" and "dismissing" a question?

After addressing questions from the “Ask an Expert” feature, I see two options to either Archive question or Dismiss.  Is there a difference between the two actions?   What is best practice if you want to make sure you have access to questions/answers for historical reference but would also like to clear out your inbox?Example 1: Clicking the red X in the “Questions - Inbox” prompts you to “dismiss” :   Example 2: Clicking the “Archive question” at the bottom of the open questions page: 

2
Linda Moore
1 month ago
Lynn Miller
Lynn MillerSmart Cookie
asked in Q&A

Comment reactions??

When I hover over a comment reaction, I can’t see who reacted. Am I missing something? And while I’m thinking of it, is there a way to get notifications about reactions to comments?

3
Marie Frei
Community Manager
1 month ago
Devon O'Dwyer
Guru Employee
Devon O'DwyerGuru Employee
asked in Q&A

How does your team use Knowledge Triggers?

Hi everyone!I'm curious to hear how does your Guru team use Knowledge Triggers? What questions do you have about our Knowledge Trigger feature?Knowledge Triggers can be used to surface information using the Guru extension over specific webpages. On the Support team, we use Knowledge Triggers in a few different ways:Logging Bugs: We have a Guru Card that outlines how to assign a bug based on our internal engineering system When we are over app.shortcut.com, we surface that Card automatically in the extension for easy access, no search required!  Customer Conversations: When using Intercom, our chat platform, we use Knowledge Triggers to surface information about the tags that we use to keep track of customer conversations  I'd love to hear how your team uses Knowledge Triggers or answer any questions you might have about the feature!You can also watch this Deep Dive session on Knowledge Triggers for some more examples. 😄

5
Kendall Sipp-Paris
1 month ago
Gabriela Boska
Gabriela BoskaKnewbie
posted in Q&A

How does your team use Ask an Expert?

We’re trying to think of ways to implement the Ask an Expert feature. We tried in the past but it failed because we hadn’t thought the process through. We’re very heavy on using Slack but obviously, Slack doesn’t lead to creating Guru cards and thus, valuable information gets lost in the slack noise.I’d love to speak with someone who has implemented the feature and the company has adopted it to avoid reinventing the wheel and making the mistakes we can avoid.Anyone would be open to talk and walk me through their steps?

4
Jon Saft
Community Manager
1 month ago
Richard Friedland
Richard FriedlandKnewbie
asked in Q&A

Trying to figure out the best way address all comments in the org on a regular basis, any ideas?

When looking though I didn’t find a way to parse all the comments made on all cards in all collections for a given time frame. As a Guru admin, I would like to be able to ensure that all comments that were made in a given time frame were seen and addressed (both resolved and open). I may have missed it when going through the options and documentation. Please do let me know if I missed it or have any ideas for a workaround (maybe an email filter or using the API). Thanks in advance! 😃🙏

7
Jacqueline Hill
1 month ago
Lynn Miller
Lynn MillerSmart Cookie
asked in Q&A

Forcing Slack Notifications

Is there any way to know how many of our users have Slack notifications enabled or somehow only allow Slack notifications for our users? Our organization doesn’t use email unless interacting with clients and external stakeholders and if our users don’t make this change, it is a given they will overlook some important announcements. We are using SCIM in Okta, if that makes any difference???

1
Marie Frei
Community Manager
1 month ago
Lynn Miller
Lynn MillerSmart Cookie
asked in Q&A

Code blocks in lists

In some of our documentation, we have code blocks that appear in lists/numbered bullets, but I don’t think that is an option in Guru. Is there something I’m overlooking? A workaround? Or something that is on the roadmap?

1
Marie Frei
Community Manager
1 month ago

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