Product feedback
Product updates
Events

Home
Get help
Q&A

Q&A

Ask and answer questions about all things Guru and knowledge management

377 Posts
1,273 Replies

When you subscribe we will email you when there is a new topic in this category

377 Posts

Recently active

Most replies Most views Newest first

Check out the Wizard of Ops Community!

Hey Guru Ops folks, a few weeks back I joined the Wizards of Ops community. Recently, Guru has been getting a good bit of love over there across channels. It's possible I had a little something to do with that (:wink:) but clearly others are fans, too. Anyway, I wanted share the :heart: and encourage folks to check the workspace out - it's been active and helpful so far, as I've been expanding breadth and depth on my ops journey. https://wizops.org/#form :thankyou:

1 year ago

Rosie EachusKnewbie

posted in Q&A

What are your best practices for when missing knowledge is identified?

Hey everyone! I'm interested to hear of best practices for when missing knowledge is identified, particularly in the use case where the Support agent *knows* how to answer the query, but the process isn't documented yet. It's also worth adding that I'm looking for a particular flow for agents who don't have Author permissions, so can't *create* a new Card. I know this is something that can be solved via Slack, but I'm also interested to hear of ways this could be solved using the Extension, if at all? For context, we're using Zendesk. *For example:* • Agent replies to customer • Agent then wants to flag to Knowledge Council that we need a Card for this process Would the best solution be to use Slack here? Would you use Ask an Expert?

1 year ago

Chris AndersonCommunity Manager

posted in Q&A

Callie RojewskiFormer Guru employee

posted in Q&A

Does anyone have Guru Card inspiration around onboarding?

Hey everyone! :wave: I'm looking for Guru inspiration around *onboarding.* Does anyone have good examples of cards you use for: • New employee orientation • 30 60 90 plan • Performance reviews • Interview feedback during recruiting

1 year ago

Eduardo Vieira

posted in Q&A

Do you have best practices around using Guru and Slack?

Hey everyone! I think I've heard someone say here that they set-up slack bots to answer common questions with guru cards. Anyone here has done this before, or has other best practices using Guru+Slack to share? Thanks!

1 year ago

AlexKnewbie

posted in Q&A

Is Guru meant for use for standard operating procedures (SOP)?

Is Guru meant for use for standard operating procedures (SOP)? I'm trying to create cards for the next steps for customer onboarding. We have multiple different customer onboarding flows depending on whether they are a current customer or new and which product they are purchasing which also determines which email templates to use. How can I do that while also keeping the cards "byte-sized"? Is there a how-to guide for this use-case?

1 year ago

Kate Persons - she/herKnewbie

posted in Q&A

Has anyone used Guru Cards to display a company or org chart?

Has anyone figured out a way to create a Guru card that displays a company or dept. org chart? I don't see a template for this. Just curious if others have tackled this successfully. Unfortunately, the org chart tool that our HR/Finance software (NetSuite) provides is awkward and doesn't provide iframe code for embedding in a Guru card.

1 year ago

Siobhan

asked in Q&A

When using the "Ticket Linking" feature, can you see what Cards a ticket is linked to?

When using the "Link to Ticket" feature, has anyone figured out a way to see what Cards a Ticket is linked to? In Zendesk, if I'm looking at a ticket, I want to easily see that someone has linked this ticket to the appropriate card without needing extra steps. We're using to track product feedback and bugs so there can be more than one linked card per ticket. I was thinking perhaps some kind of API call that could populate a Google Sheet and filter for that Ticket ID. Google Sheets can be added as a sidebar in ZD, so maybe somehow there's some magic that could work there? Or if the Guru Extension could show what cards this ticket is linked to -that would be stellar!

1 year ago

Amanda LabbyScholar

posted in Q&A

Where is Guru's security landing page?

We've repurposed a few cards from the pre-populated collection frameworks before the new help desk was created, and I can't find the updated URL for this card: https://help.getguru.com/articles/qi7zojc8/Security-Overview If it doesn't exist I don't need it, but would love to include it if I'm just missing it

1 year ago

Mirna LessingerSmart Cookie

asked in Q&A

How to ensure people can use the extension?

Hi Everyone - Long story short, we've have some logistics challenges getting our team + partner teams to use the Guru Chrome extension and I'd like to find an easy way for our vendors to confirm they're able to use it. Are there any Chrome browser -only tasks that you can think of they can complete to confirm they've the extension installed?

1 year ago

Amy BehmKnewbie

posted in Q&A

How can the Guru Slackbot be automatically added for all users?

Question regarding the guru slack bot. Some users experience the app automatically added to their slack and some say they have to add the app. Does anyone know what steps need to be taken so that the app is automatically added in slack for all users?

1 year ago

Steve MayernickGuru Employee

posted in Q&A

Is anyone using Guru with Loom?

hello friends! is anyone using :gurulogo: in combination with loom? if so, i'd love to chat!

1 year ago

Dillon HeadKnewbie

posted in Q&A

We made this CLI tool using the Guru API.

Hello fellow Gurus! At Pliancy, we encourage everyone to contribute docs where they can, and we do as little gatekeeping as possible. This has led to significant engagement with our docs, both in terms of creation and consumption. We've tripled our team over the last two years, and all the while were biasing for hiring proactive people that wanted to share their knowledge. We knew we didn't want to do any additional gatekeeping, but we increasingly needed a way to administer Guru in ways that the UI doesn't support. So, using the excellent Guru API, we made this CLI tool. Based on a bit of lurking here in the Guru Slack community, we thought others might want some of these features and decided to publish the tool on NPM. It's open-source, so you can use it however you see fit. Please feel free to open a GitHub pull request if you notice any issues or have a feature request. As a side note, you must be a Guru admin for the tool to work correctly. :slightlysmilingface: Features include:

1 year ago

Lindsey HartSmart Cookie

asked in Q&A

Has anyone run through a content audit?

Hi friends! Has anyone successfully ran their SMEs through a formal content *audit process*? We have taken everyone through one audit cycle, but I was hoping to revamp our process and see if anyone had some best practices to share!

1 year ago

Charles DerupeKnewbie

asked in Q&A

Does anyone have a job description for a Knowledge Manager?

Hey gang! Does anyone have a JD specifically for a Knowledge Manager?

1 year ago

Kristin FretzSmart Cookie

asked in Q&A

Does anyone use the Pins feature?

Random question - does anyone use the Pins feature and find it useful? Curious how this may be different from knowledge triggers. Thanks! https://help.getguru.com/en/articles/4740114-setting-up-and-using-pins

1 year ago

John McKoll - he/himScholar

asked in Q&A

Does anyone have a "how to guide" template?

hey y'all. Who has a 'How To Guide' template that they are super proud of and wants to let me steal ideas from it? :smile: My end goal is a template that is fleshed out enough to guide other authors as they fill them out. (Trying to take another baby step toward having other authors live in our system.)

1 year ago

Martin Theobald

asked in Q&A

What's the difference between a Board and Board Group?

I'm considering creating and managing a Glossary of Terms in Guru. I'm deliberating whether to have individual cards for each term, or group terms under related sections. Grouping is an option as verification is done by different teams. And what's the difference between a Board and a Board Group, and how would I use them differently? Any thoughts....

1 year ago

Georgia McGoldrick

asked in Q&A

Does anyone have ideas about your Guru Collection/Board structure?

Anyone have ideas around documenting your overall Guru collection/board structure? Similar to an org chart, where any employee could view this document at a high level and know where to go for certain information?

1 year ago

John McKoll - he/himScholar

asked in Q&A

What does Recent Activity feed mean when it says someone "used" a Card?

Does anyone know exactly what Guru means when it says on my Recent Activity that someone 'used' a card? Does that just mean viewed or did they interact with it by like copying content? I couldn't find anything in the Help Center that spelled this out for me.

1 year ago

Siobhan

asked in Q&A

What is your team's best practices for Knowledge Alerts?

What kind of best practices/guidelines are folks using to make sure people making good use - but not over use - of Knowledge Alerts, especially if you've got the whole company in Guru?

1 year ago

John McKoll - he/himScholar

asked in Q&A

Can you filter Admins out of the Knowledge tab in Analytics?

Question: I'm viewing the Knowledge tab in Analytics and I'd like to filter myself and another admin out of the results. Is this possible? Our edits to some cards are registering as extra views and it's skewing the data to make some frequently edited cards look more popular with our userbase than is actually true.

1 year ago

Page 12 / 16

Badge winners

Amelia Altstadthas earned the badge Visionary
Grace Taylorhas earned the badge Visionary
Joshhas earned the badge Visionary
Emily Singerhas earned the badge Visionary
John McKoll - he/himhas earned the badge Visionary

See all badges

Terms & Conditions Cookie settings

Sign up

Already have an account? Login

Use your Guru account credentials

Log in to engage in discussions

Use your Guru account credentials

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.