Q&A

I”m wondering what’s the process for reassigning cards verification when an employee leaves the company or their account is deactivated due to a longer leave? Is there an automatic process running in the backend? Can it be changed or adjusted?We’ve seen cards being assigned to a collection owners’ group for verification but we try to avoid having groups as verifiers for the lack of accountability. It would be ideal to assign it to a manager, for example.

Hey Guru Community! One of the most frequently asked questions that we hear (especially after rolling out Guru or implementing Guru company-wide) is this: how can I increase my team’s usage of Guru? If you’re struggling to get folks to: Search in Guru BEFORE virtual shoulder-tapping Put information in Guru (specifically, the kinda information that belongs in Guru, with optimal formatting)We’ll be diving into this topic on November 18th, 11am PST/2pm EST at this month’s Guru Deep Dive, so make sure you RSVP.   What problems are you seeing at your company when it comes to Guru adoption? What practices have you put in place to try to improve adoption?  If you have solid Guru adoption amongst your team members, how did you get your team to love Guru? Share below, and remember, you are not alone! Here are

It seems that all users can edit cards - how can we stop this from happening?I can’t work out how to change users’ access levels to prevent them from being able to edit cards.

Hey everyone, hope you are having a great start to another week! What Guru goals are top of mind for you this week? Let’s support each other!   Share one Guru goal you are working towards below. Chances are someone in the community is working towards the same thing! Guru Goals:Watch the latest Guru Deep Dive on Product Enablement Review how to use Card Manager to perform bulk actions (great for clean up) Improve your use of Guru for 

Hi all - We’ve been using Guru as our KMS, but we will be sunsetting our current internal comms system (open source that has been integrated with Slack) and using Guru for that in the future. Teams update the company on major initiatives and status check-ins, but sometimes the knowledge doesn’t move out of the announcement itself (in effect, sometimes the internal comms system was treated as a knowledge base separate from the one we were using). We are thinking about using Guru announcements to share newsletters and team updates in cards.  I’m hoping fellow Guru users might provide some insight into how they are utilizing Guru for internal comms:Do most people create a separate internal comms collection and how is that structured? Or are team collections housing those updates? When teams are providing updates, how are internal comms staff encouraging their teams to make sure that any stable knowledge is added into the announcing team’s collection where

How can I delete a card template?

What is the best way to add admonitions to our Guru pages? ie: Warning, Note, Hint text block etc? Guru text formatting doesn't seem to have such a concept. :-( Compare that to AsciiDoc for example. Any workarounds for this missing documentation feature?Also, if there is no suitable workaround, could such functionality be added to Guru text formatting? Admonitions are a common thing in documentation.

Hi everyone!We've recently rolled out Guru for our support team, and have used elements of KCS methodology in developing many of our processes. I'm now looking to take the next steps.Does anyone have experience following a KCS curriculum path/certification from the Consortium for Service Innovation?  If so, I'd love to hear about your experience with the course and how you've tied these practices into Guru. Similarly, if anyone has used other KCS courses/resources that have informed your use of Guru, I’m all ears! 

Hello, The user interface changed pretty dramatically without an email communication indicating the changes. My team is a bit confused on how to navigate the homepage.  Is there a resource that lists the changes and how to optimize using the new homepage interface?Thank youErica

In a release mail I received contained this information: Admins can reinforce a sense of connection to the company with custom branding, making Guru feel more like your organization. Your custom colors and logo will appear across pages in the Guru web app, creating a sense of continuity across your company’s knowledge.  I can’t find where I can define “custom colors”. Where is this? I assume it is not referring to color option of a collection.

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

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 pul

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.

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?