How do Product and other teams use Guru to share and manage product knowledge đź’ˇ

  • 19 May 2022
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Need some ideas for how to best organize product information in Guru?

 

We've got you covered! In our recent Deep Dive on Guru for Different Teams, we be split into breakout rooms to discuss specifics.

 

Streamlining product information from multiple sources

Mario Frenkel, Channel Sales Enablement Manager & Knowledge Manager at Pipefy, will share how he’s supported the broader Pipefy team in documenting product information in Guru to support their roles.

 

“Pipefy is a no code, low code platform, which means that each and every team is using the platform for their own processes. The product team who is creating new features, the education team is creating content regarding how to use the platform for the end users, and the sales engineering team who are our experts in the platform are modeling different, use cases every day for different clients, creating demo environments, and doing product demonstrations to enable the sales team. What we are doing with Guru now is to centralize all the product content that is coming from these different teams into the same tagging structure. At the end of the day, if I am an account executive selling the platform, and I need to show a specific feature of my product, it almost doesn't matter if it comes from marketing sales, engineering, or product—I need the information.”

 

He covered his approach to:

  • Creating consistency among documented knowledge at Pipefy
  • Rallying on multiple product team stakeholders to ensure product information is shared in Guru
  • Making product information searchable and accessible company-wide through tags

 

Get a closer look at Pipefy’s Sales Engineering Collection and Demo Card:

 

 

 

 

How do your product team members use Guru? Get the conversation started below!

 

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Great discussion in the Deep Dive breakout room today, and huge shoutout to Mario for being our featured expert! Here are a few take-aways for me, below, but please add your questions, tips, and examples (screenshots encouraged) below as well!

  • Build Consistency: Using Card templates with consistent title and body formatting really helps create a consistent, uniform structure for Product knowledge, like feature overview Cards; similarly, create a tagging system that is well organized and logical, to enable easier searching (see screenshot above for examples).
  • Solve a pain: When building buy-in for Guru from other teams who may be using other knowledge management tools, it’s important to first identify what pain points they’re experiencing (e.g., difficulty finding info., repeat questions, info. not easily accessible in typical tools and workflows, info. being outdated/duplicative/disorganized, etc.), and help them understand how those pains can be alleviated using Guru.
  • Answer questions with Guru Cards: Lots of repeat product questions inevitably flow into Slack, MS Teams, or whatever collaboration tool you may use. Don’t get stuck in the habit of typing out answers repetitively, sucking valuable time from your subject matter experts. Instead, build the habit of a.) documenting new questions in Guru (e.g., through a Product Q&A Collection or board), and b.) answering questions with a Card. Some folks even use a custom reacji like “DYG” (Did You Guru it?) to playfully reinforce the behavior of checking Guru before asking questions -- h/t @Nina Frank from Hopin for this brilliant approach 🙌
  • Create a product knowledge sharing rhythm: Several folks on the call mentioned they have a recurring weekly or bi-weekly newsletter, where they share out a recap of key product updates (Card links) and send them out on a regular cadence via Knowledge Alerts. You can also consider setting up Slack Activity Feeds to automatically share out product info. when Cards are added to specific Collections and/or Boards.
  • Create a Knowledge Council: Managing product knowledge (as well as other important info. your teams need) is a group effort - don’t shoulder it all yourself! Setting up a knowledge council is a great way to share the work across a group of SMEs, create norms and best practices around knowledge management, share tips on building adoption across teams, and more.

Check out lots of other helpful tips and resources on product enablement here. Let’s keep the discussion going -- add your questions, tips and ideas below!

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