Q&A

Hi! Do any of you have advice/experience consolidating card ownership for cross-team processes? We’ve democratized card creation by letting teams create what they need. That has served us very well, but now we are running up against multiple cards on the same process written by different authors from the perspective of their teams. This can cause a little bit of confusion and waters down the single source of truth approach we hoped to have. Should one person do all the verification for each? Use better tags? Have a trunk card with branch cards linked to it?Any advice greatly appreciated - thanks folks!Ash 

I am trying to move some cards to a new collection. However, whether I export/import them or use Card Manager, it appears that their view data is reset. Am I missing a step or option somewhere? I am trying to work around issue where the analytics tab doesn’t filter for board or tag. (And card manager view count is always a total, not a affected by the date selected.) The export file from Guru has all the analytics data in it. 

If there a way to get the count of “Ask A Expert” questions raised by every user on the system, we need this to incentivize those who ask questions there by adding to the knowledge base. More like a leaderboard of who asked the most question in a period of time.

Hey Guru Community! We are currently working on completely reorganizing one of our collections (has ~1800 cards). We want to make it as easy of a transition and rollout as possible, so I was thinking about creating a new collection, adding in all the future board groups, boards, and sections so that all we would need to do is move the cards over. Would it be better to do that vs just updating the existing collection? Any insight as to what we may loose in creating a whole new collection? 

Now that Guru is our source of truth, I am hoping to reduce the number of places SMEs need to update content when things change. We use Workramp as an LMS, which allows Guru cards to be embedded.  I’m finding that the Guru card isn’t formatted in the most useful way in Workramp, though. It looks clunky in that context, and makes the Workramp flow seem a bit disjointed. Wishful thinking, but is there a way to sync only SOME of the card content from a card into Workramp? Is that anything that would ever be on the horizon?

Knowledge Fest by Guru 2022 - a free two-day event uniting knowledge managers and thought leaders shaping the new world of work - is quickly approaching on Sept. 28-29! We’re in high gear confirming speakers and designing a stellar program of sessions, and would love your input...what types of workshops and community collaboration/networking opportunities would you find most valuable?Workshops will be opportunities for you to meet in small groups and collaborate to solve common challenges — things like how to drive company-wide adoption of KM tools, content architecture dos and don'ts, how to create an internal newsletter that teams will love, etc.What workshop topics would you love to see? What types of folks are you most excited about connecting with?Please share any and all feedback and ideas below! Copying in a few folks who expressed interest recently 😉 @Lindsey Hart @Ali Berman @Jose Paez @Valerie Renda @Nina Frank @Shona Fenner @Allanah Hughes @Laura Jolly @BethAnne Freund @Car

Any ZenDesk CS users out there who have been part of a Guru launch and implementation?  I’m looking for “real world” advice on key success factors, pitfalls to avoid, realistic expectations, what works and what doesn’t.  Thanks!

Is there a way to print a card where the formatting of the card will remain?  I have a group that would like to be able to print a card and take the printed version with them to do inventory vs. taking their laptop to look at the card to do inventory or their mobile.  Below is what has been tried?Right click on the card and print - formatting shows the entire web page  Coping the content of the card to a document - if there are pictures they are not showing  What has been able to print is PDF’s linked to cards Any suggestions?

What have you all learned about the causes of burnout at your organizations (e.g., through ENPS or other employee experience surveys)? What effects has employee burnout had on teammates and the business? How has information overload - both the volume of information and the proliferation of tools and notifications - contributed to burnout you’ve experienced or observed on your teams? So many questions...would love to hear different perspectives from the community!@Julia Soffa (Principal Internal Communications Manager at Guru) explored this topic recently at Knowledge Fest, and it was fascinating to hear her insights and recommendations for how to combat information overload, and burnout, in the workplace.There wasn’t time for Q&A after the session, so I wanted to pull in some questions from the chat for follow up discussion:Erin Grau asked: “Can you share how you use Loom? I'm so intrigued, but it seems a bit intimidating.” @Tim Subealdea asked: “My team sends weekly announcements

Hi All, We noticed this morning that block quote styling looks different within the Guru interface versus a public card. Is that supposed to happen? Is there a fix in place to standardize the formatting?  Thanks!Abbey

If we have a Guru card that has a PDF, and/or other links, is there a way to report on or see how many times a PDF has been downloaded, or links clicked? 

I was wondering if there was a way to see all the relevant cards for a search result. We recently changed some terminology within the company and it requires us to make a mass update to many of our Guru Cards. Unfortunately, I’m only able to see 50 out of the ~400 cards that may be relevant to my search and I’m unable to use the Card Manager to filter for attributes. Wondering if anyone has any insight into what I can do. Is there a way to export a list of my search results?Thanks in advance!

I have created a card through the browser interface.  My card has screen shot images in it.  When I am looking at the card in the mobile app, the images are not there and there is the “broken” image icon.  

Within our CX organization we have multiple teams that use tools that point our agents to Guru Cards for additional details (e.g. Salesforce flows, Training modules, etc.)Unfortunately, our Knowledge Management team doesn’t have visibility on all tools that reference our Cards so we can easily disrupt a flow/training if we make significant changes (or archive) to a Card.Our manual solution that we adopted about a year ago was to use tags so we at least know that another tool has a dependency on a specific Card. That said, it’s not super thorough and it requires us to email/Slack a team if a large change is made. Guru’s linked Card feature is a perfect example of the visibility we need for other tools/software that our teams use. This will give us a better idea of what Card edits/updates will have downstream to any linked Trainings, Salesforce Flows, etc. I’m curious how other teams keep track of changes to Guru content that impact other tools at their company?Does anyone know what type

We’re planning on incorporating videos into many of our cards as we develop our content. We have been using Loom so far, but does anyone use something they like better? We’re lukewarm on Loom, it does the trick but we don’t like how the preview appears on the card before it’s played. What are others using to record videos for content in their cards? Do you have something that you especially like with it’s integration in Guru? 

How do you build trust across your teams in a KM solution, or any other tool for that matter? And once you earn their trust, how do you keep it? We’ve probably all grappled with this challenge at one time or another. If folks don’t trust the system, chances are pretty slim that they’ll even give it a shot, let alone spend enough time learning the tool and using it enough to build behaviors that become habits.Lucky for us, @Dana Tessier (Director, Knowledge Management at Shopify) has a ton of experience and wisdom around building and sustaining trust in KM systems, and shared her insights with us last week at Knowledge Fest. After sharing her story, reflections, and best practices for building trust among teams in a KM system, Dana fielded questions from the live audience. Here are a few additional questions that came in that we didn’t have time to cover:@Gary Morin asked: “You mentioned knowledge was 96% up to date before Guru, but "over 90%" after. Was there a bit of a drop? If so, th

Dropping by to say that we updated the open source guru-cli tool. We created it a year or so ago to help with a few admin tasks. The most important update in this version fixes an error that occurred whenever a group was set as a verifier of a card rather than an individual.Some things you can do with the guru-cli:Verify any article on behalf of a user Find/replace across any or all collections Verify ‘expired’ articles Plus some other stuff!If this sounds useful to you, here’s the npm homepage: https://www.npmjs.com/package/guru-cliGithub: https://github.com/pliancy/guru-cli

Hello! So my team is dealing with an interesting conundrum. There was a Guru card that was recently verified, but it showed up as a revision in the revision history. However, comparing revisions doesn’t show any changes to the content at all.We’ve only noticed this once so far, but it’s something we want to get to the bottom of because we have a Zapier automation that gathers all Guru cards that have been edited, and this one card that was simply verified made it on this list, even though no edits were made.Does anyone have any insight on what might be happening here?

Is Guru using its own platform for the KB now? Or is it Intercom? When I click the links at the bottom of this page, it takes me to this page with intercom.help at the beginning of the URL.

Is there any way (version) in Guru that lets me check who has opened a card? Or even better, is there a way to let users mark a card a read?

Is anyone else experiencing difficulty when moving cards into different boards/sections with the new navigational layout?  This used to be so easy before the change and now I have to move it and drop it in a spot a few times before the card ‘sticks’ to the new spot. 

Hi. We just got finished with the first full draft of a style guide for content in Guru and someone suggested sharing it here since other posts here have been helpful for us. It’s based around the three main values at our company, which you can see towards the bottom of our careers page.You should be able to see the style guide here:https://app.getguru.com/card/c9ApakGi/Platformsh-style-guideDo any of you have any helpful examples or advice for style guides?

Hello! I am a Guru admin and instead of moving 34 cards to a collection, I moved them ALL! I need help reverting the action so the cards can go back tot their original collection…. Anyone know how to do this?!

Hi there,  I have a collection that is synced to Zendesk, I want to move it to another collection in another folder, when I click the 3 dots to ‘move collection’ I don’t get the option to do so. Is there a reason I can’t move the collection?  Thanks,

Some other teams have pages with useful information that we’d like access to in Guru but we don’t want or need to sync the entire space. Is there a way to embed a Confluence page the way that a Google Doc/Sheet can be so that any updates are shown, rather than doing a static copy/paste?