Definition of what goes in your knowledge base?

Hi Lynn. I’m a Customer Success Manager here at Guru and wanted to give one idea.

I’ve noticed is that some customers do keep meeting records/minutes in Guru. It would typically be just 1 card, with a historical log, with the goal of allowing users to self-serve past meetings that they have missed. We do this at Guru for our Revenue and Company-wide All Hands, and it’s extremely helpful!

I am sure others will chime in with their various governance standards to spark ideas 😄

Hey Lynn!  I think about this a lot as I’m going through our collections:

• KCS has a philosophy that “80% of the tickets are solved by 20% of the knowledge articles.” The question I often ask is “What is the information that needs to/is ready to be known?” and use that as a way to guide the mindmapping with teams on what belongs in Guru vs. can stay in a doc/Drive.
• There’s also an opportunity, especially for go-to-market functions and workflows, to think about where knowledge documentation and sharing fits, as, to your point, I might be crafting a Product Brief for development (which happens at the beginning of the workflow), but what needs to be known is the Help Center documentation and go-to-market materials (Marketing material, Sales/CS talk tracks, etc.) that come later.
• There’s also approaching it from “What are the questions your team gets asked that you’d love to be able to answer with a Guru card?” This helps with the “What needs to be known” bit.

Hope this helps!