Q&A

Ask and answer questions about all things Guru and knowledge management

469 Posts
1,509 Replies

469 Posts

Cassie HaugheyFormer Guru employee

asked in Q&A

Tips for improving search to ensure team members can find content quickly?

Hey everyone 👋🏻Let’s talk about search. How do you increase the likelihood your teams can find the right content when searching in Guru?I know that some of our successful customers take a two-pronged approach to improving search results: Use best practices when creating or updating content to make it surface in appropriate search results Teach your teams how to use search filters and favorite cards to narrow down to the content they need Incorporating both tactics is a great strategy, especially when you have a ton of content and your reps are looking for that one piece of information they need at the moment they need it. Making Content Easier to FindHere are some action items to tackle that will improve content for search: 1. Title CheckUse your Guru analytics to compare Searches Producing Results and Searches Producing No Results to understand how your users are searching for content. Update card titles to make them more findable. 2. Archive Old ContentUse the Card Manager filte

2 years ago

Siobhan HyserSmart Cookie

asked in Q&A

Answer with card posts in main channel not thread? Can't delete it.

I used the Answer with Card action in Slack and instead of posting in a thread on the message, it made a HUGE reply in the main channel, reposting the entire message and the card as well. I can’t delete it either. Is this a Slack issue or a problem with the Guru actions? I use Answer with Card a lot and haven’t had this happen since the first or second time I tried it months ago.

2 years ago

Annie.PhanKnewbie

asked in Q&A

Best Practices for Formatting Images

Though we’re practicing creating more concise cards, we’re still faced with some content that require a lengthier write up -- particularly cards detailing processes or instructions on how to complete a task. Adding screenshots add the the length of the cards. Has anyone found any tips on shortening instructional cards or ways to format imaging to help reduce card length (e.g., ability to show/hide images, specific info types can be on separate card, etc)?

2 years ago

Kassidy ButlerFormer Guru employee

posted in Q&A

What files do you often embed into Guru Cards?

Hey everyone! What files do you often embed into Guru Cards? Our Technical Support team creates a ton of Cards that walk-through how to use our tech stack, log bugs, work with other teams, etc. and it’s a huge timesaver to be able to embed Loom videos that further explain each topic. I love having the ability to create a detailed, informative Card that can link out to the supplemental video and/or document (i.e. Google Docs) while the Card itself remains short, sweet, and easy to read. This is especially helpful when we onboard new hires to our support team. We typically go through a mock chat style shadowing session so new folks can get a glimpse at our day-to-day responsibilities and use Intercom to respond to customers. We do this by using a test Guru environment and a test Intercom environment, which involves a few set-up steps. To make this as easy as possible, I’ve embedded a Loom video into a Guru Card that shows exactly what these new hires need to do to set this up. Here’s wha

2 years ago

Adrian GuggenheimKnewbie

posted in Q&A

How do you clarify what product information is meant for internal use only vs. what can be shared with customers?

Hey Guru community! How do you structure and utilize Collections, Boards and Cards to separate internal knowledge vs externally sharable information, specifically when it comes to product and feature information?At Guru, we have a feature breakdown card (template up for grabs here) where we specifically note "can we talk about this" and "how to talk about it".What other techniques do you use to organize, structure and create distinctions?@Brianna Zoffka (Carta) @Renee Osgood (Ceros) @Cynthia how does this show up for your teams?

2 years ago

Matt GarrenGuru Employee

posted in Q&A

How do you request new Cards in Guru?

Hey everyone!Some teams like to restrict Author-level access to SMEs only, but are then faced with a challenge of closing knowledge gaps for end-users. Frequently these teams have a system for end-users to request new knowledge. I’d love to learn about some of the ways your team is approaching knowledge requests. How does your team request new Cards be created? Here are a couple ways I’ve seen: Use Ask an Expert with specific Expert Groups assigned for specific content areas Create a “Drafts/Sandbox/Knowledge Requests” Collection that grants broad Author access to the team. Populate the Collection with Board Groups and Boards broken down by department and/or content areas. Educate the team on how to submit (could create Cards in Guru and/or create Cards from Slack/MS Teams to help better capture informal knowledge sharing). Establish a review cadence with SMEs to review submitted content before using Card Manager to transfer approved and finalized Cards into the appropriate Colle

2 years ago

Callie RojewskiGenius

asked in Q&A

Tips for creating and engaging a Knowledge Council?

Hey everyone! As you may have seen, this month’s Guru Deep Dive is all about Knowledge Councils. A Knowledge Council is a group of representatives from each of your teams that is using Guru. This Group will meet regularly to maintain Guru at the highest level and ensure it is serving the needs of each department. Knowledge Councils are a great way to distribute ownership to manage and maintain Guru over time, but it can be a challenge to rally the troops and keep folks engaged. What challenges do you have when it comes to creating and managing a knowledge council? What would you want to learn more about? If you are a part of a knowledge council, what tips would you give to others looking to create their own council? Check out the recap of our Deep Dive on building a knowledge council and share your additional tips and questions below!

2 years ago

Kate HutchinsonFormer Guru employee

posted in Q&A

How are you using Guru for competitor battle cards?

Hello Guru Community 👋I've been talking to fellow product marketers about how to approach competitive intel and I wanted to ask how are other Guru users organizing and maintaining their competitor battle cards?We've been talking about how to decide which competitors merit a full analysis, when to make a battle card for a category (vs. updating a large number of company battle cards), and the role of competitive intelligence platforms in the process. For example, part of our process at my last company included embedding Crayon reports into Guru cards using iframes so sellers could have up-to-the-minute info on a specific set competitors. @kelly I know you were talking about Crayon+Guru several months ago in the Community--would love to know how it’s going! At Guru, we’re working towards organizing our competitor materials by category. Here’s a peek:Square has provided a great battle card template that you can download and useI'd love to hear from folks here how they are tackling this a

2 years ago

Chelsea SouterFormer Guru employee

posted in Q&A

How have you created urgency to get things done at your org? How did you leverage Guru to support?

Hey everyone 👋🏻, One of the most successful ways to create change within an organization is to create urgency and communicate that urgency. How have you created a positive sense of urgency at your organization to get things done, for example, rolling out Guru? Any fun, unique methods that made the change really stick?At Guru, we follow the Rule of 7: people need to hear something 7 times for it to stick. Therefore, our internal comms strategy is multi-channel when we need to to communicate big important changes.We leverage: Guru Knewsletters via Knowledge Alerts Slack announcements channel with links to Guru cards and Loom videos Virtual Town Halls Team Meetings, 1:1s, etc. These Guru Card templates can help if you're looking to improve your process: 12+ Change Management Templates Template: Noom's Weekly Team Announcements Postscript's Revenue Team Newsletter Template How have you approached communicating big changes at your company? How has Guru been able to support that

2 years ago

Jonathan ButlerKnewbie

asked in Q&A

Cannot Restore Archived Cards; Resolved with hard refresh of the browser page

Hi All! Is anyone else encountering an issue where they cannot restore archived cards? Not a big issue right now as these are just the intro cards, but wanted to see if this was an isolated issue or if I’m missing something obvious :? Thanks!

2 years ago

Karolin ZosgornikKnewbie

asked in Q&A

Can we sync specific parts of Confluence?

I just read into the Confluence knowledge synch, and it says "Guru's Confluence Sync will sync the entire Space from Confluence." Is there a possibility to limit the synch to specific pages/parts of Confluence?

2 years ago

Charshy NashKnewbie

asked in Q&A

How to reject Guru card changes?

Hi,I have a user who made changes to a Guru card for which I am the Verifier. In short, the changes made by the user are wrong, and they have virtually re-written the card to be incorrect. I want to use the previous trusted and Verified version of the card, and reject the changes. I do not want to have to rewrite my entire card from scratch!How can I reject/revert the change to the previous version? Thank you!

2 years ago

Ian LinkScholar

asked in Q&A

Guru's Markdown Flavor

I am curious what flavor of markdown Guru has implemented.

2 years ago

Charshy NashKnewbie

asked in Q&A

Bug: Restricted access cards appear as "invalid guru card" to the author

Hi Guru team, A fun bug for you!If I set a guru card to Restricted access (to which I have access), and then link to it from another Guru card, the link appears as “invalid guru card”. If I click it (left-click) it tells me it is invalid/doesn’t exist. If I right-click and open in a new tab, it resolves the URL and I can access it :)To replicate:Create a Restricted guru card, as the author (I have full access). Create another guru card, and link to the Restricted card.

2 years ago

Renee OsgoodSmart Cookie

asked in Q&A

How does your team use Guru & Churn0 (CS Platform)

Hi all- hoping for some advice from the community for anyone that currently uses CS platforms like ChurnZero, Gainsight, or Totango! We are onboarding ChurnZero, will help our CS team automate a lot of our playbooks, automatically serving up what steps to take, resources to share, etc with customers when certain behaviors or actions are detected. We currently have all of these resources living in Guru. My initial vision is that this content will be migrated into ChurnZero as to inform our automated “checklists”, but will refer back to Guru for more detailed information (such as call scripts to follow), and Guru will also have the high level information of what is in ChurnZero. However, I’d love to hear from any one that currently uses platforms like these, and how they have the two setup to compliment each other. Thanks!

2 years ago

Kassidy ButlerFormer Guru employee

posted in Q&A

How do you use Guru to collaborate with other departments?

Hey everyone! How do you use Guru to collaborate with other departments? Being on Guru’s Technical Support team, I work closely with many different departments (engineering, sales, CS, etc.) and it’s so important that we all have access to the information we need to stay on the same page. This quarter, I’ve focused on creating processes for our Revenue teams (AMs/AEs/CSMs) to follow when they collaborate with our Technical Support team on customer issues. Our Support team uses Intercom and as of right now, we don't have a set process in place when our Revenue team members escalate technical issues to our team. This can lead to a bit of confusion across our teams. There’s a few different ways I’ve utilized Guru to create this process: Break up content so it’s easy for others to read: I’ve created a Guru Card with bulleted steps, tables, and dividers to document a well-defined process that’s still easy to read and understand. Here’s an example of a table I've inserted to break up the Car

2 years ago

Steph Lundberg

asked in Q&A

Can you keep the Guru Slack integration from posting newly created Guru Cards in a channel?

Is there a way to keep the Guru Slack bot from posting newly created Guru cards in a channel?

2 years ago

Caspar HübingerSmart Cookie

asked in Q&A

What does “Guru usage” mean in performance analytics?

I have a question about the “usage” performance metric, referring back to this Help Center article: Evaluating Performance AnalyticsUnder “Understanding the Data › Guru usage”, it says:Here, Guru usage is defined as viewing or copying a Card while a ticket is open. This is not specific to AI Suggest; it represents all Guru usage over support conversations. So am I understanding this correctly, whenever I have a ticket open on Intercom in one browser tab and any Guru Card in another tab, that counts as usage in a support conversation?I’m trying to find out how relevant that data really is. So in my example, I could have been viewing a Card on whatever topic on Guru while my Intercom tab with that conversation was still open, and Guru would count my viewing of the Card as support usage?Sorry, likely missing something and a bit confused, appreciate any advice…

2 years ago

Gabriel BKnewbie

asked in Q&A

Guru for white paper?

Hello Gurus,I am new to Guru, hoping to use it as a tool for presenting and managing our project white paper. Something similar is done with Gitbooks.Anyone have any warnings, tips or thoughts on this endeavor?Thanks

2 years ago

Sarah WSmart Cookie

asked in Q&A

Re-assigning questions isn't working anymore?

I think something changed. We used to be able to re-assign questions that were assigned to us, but now we can only re-assign the ones we’ve sent. Is this intentional? Is the feature coming back?

2 years ago

Eileen - SCWKnewbie

asked in Q&A

Notifications when card archived

hi guys! is there a way to be notified when a card is archived? the only way I know is via using a third party tool like ZAPIER

2 years ago

Tami DubiKnewbie

posted in Q&A

Knowledge manager role

Hi,Following the deep dive session on “When (and when not) to make knowledge hires” I attached a model of the knowledge manager role.Knowledge manager is an interdisciplinary role and combines skills from different fields. It is not just about content, but much more. The uniqueness of the role is the combination of 4 main categories:content/ knowledge management system characterization & implementation of knowledge flow processes in the organization Journey partners Socialization and communicationThose 4 categories are connected by the Core of the organization.I used the word “mapping” in the name of the model because for me it offers countless suggestions on how to create knowledge solution, there isn’t one solution. The model frames the knowledge organizational landscape for us to work in.For now I see Guru mainly in the content area and the great challenge for best implementation is to connect it to the other 3 categories.I hope you find it useful.Here is a link to the original

2 years ago

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