Ask and answer questions about all things Guru and knowledge management
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Is anyone here using the Ticket Linking feature (for Zendesk), and can you share any wins or challenges you've had? We just completed a test run with a small group of our Japanese language agents, and I'm gathering data and feedback to see if we want to roll this out team-wide. Would love to hear others' experiences (both as an admin or manager, or an agent!) so I know what to look out for and any cool things you've done with the data!
Is there a way to see how often the "Z" button was clicked to copy an article link when someone has searched in the sidebar? They don't have to view the card to copy the link and I'm trying to determine engagement with that. Users will not necessarily filter for the collection so I can't count on that option in the analytics.
For folk who didn't catch last week's Guru Deep Dives, we heard from a few different Collection Champs at Guru about how they organize their department's Collections. Check out this clip where Emily Nguyen walks through the Marketing Collection: https://getguru.wistia.com/medias/hn10ks6tom
:wave: hey everyone, happy Friday. Quick question for those using Slack Reacj channeler. I'm trying to find a good workaround for the limitation on using the same emoji for different channels/purposes. I'm assuming most people are creating a different emoji for each purpose , is this the case or do you have any other suggestions? I really like the Guru brain emoji, and I wish I could keep using that consistently across the different channels.
:wave: Hey Guru Sales friends! Does anyone have any *recommendations for vendors that do first-time/new manager training*? I want them to have a safe (virtual) space to practice the basics and learn from/connect with others outside of our org. I'm thinking of AMA off the top of my head, but would love recommendations.
Hi all, what tools are teams using for innovation management, ideation etc? Any that play nice with Guru and are well suited to an SME business? Would really like it to handle capture and rating of ideas with the least friction possible, perhaps also measure / assess the value of them, but doesn't necessarily have to facilitate the project management aspect of seeing the development of an idea through to completion.
Hi friends! I was wondering if an SOP exists for a best practice on "*How to write a good Guru Card*". In short, we are running into a situation in which employees are creating cards and just throwing links to other documentation within the card without clear explanation of what that link even is in the first place. Thanks!
have you guys ever thought about implementing a bulk upload feature via csv? for instance, we just launched a new product and have tons of FAQ's that we are putting in one by one. i would love to have been able to put those in a sheet and upload. i could then fill in the context if necessary. this also came up with our CSM team. they all worked as a group to put together plays for objection handling but they were all built together outside of guru. so they then had to put them in guru but wished to be able to bulk upload
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