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:
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!
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. 😄
@Devon O'Dwyer ,
For our CS Team, we are creating K-Triggers mainly in Intercom, to find Chatbot Tags and give the agents the right Process-related cards for that ending. Moreover, We have organize our Knowledge structure to have a similar architecture to our Chatbot, so we can trigger one specific board for each Chatbot ending.
We have also created some specific for Clients Triggering when their client ID appears. (Client ID equals XXXX).
When creating the K-Triggers we have come up with some challenges & Doubts:
I hope this information is insightful!
Let me know if you have any issues accessing it, I think that Card will give you some inspiration of examples of how to set up triggers.