Q&A

Ask and answer questions about all things Guru and knowledge management

  • 397 Posts
  • 1,332 Replies

397 Posts

Meir Rotenberg
Meir Rotenberg
asked in Q&A

How can you use Guru and a customer help website?

Hi, we're a guru org and I would love to use guru to power our customer help website. Is there an easy way to do this with Guru? And/or what does the team at guru do to power https://help.getguru.com/ ? Some context: • We use salesforce for our CRM • We currently use salesforce for our customer support ticketing • We currently use salesforce knowledgebase for our help site but IMO it has a terrible UI (internal and customer facing), is not easy to manage, and has poor search functionality. Appreciate any suggestions related to this on how you might handle or what you might suggest here :pray:.

5
Mary Houston
1 year ago
Zev Zoldan
Zev ZoldanScholar
posted in Q&A

How does your team use Guru and analytics?

Happy Hump Day! Question for y'all: We don't use the Analytics tab as much as we probably should, and want to know the best way to dive in. While this is an open-ended question, curious how you and your team use Guru's Analytics feature. What do you look for most? Card usage? Team usage? :add-to-guru:

6
Callie Rojewski
1 year ago
Allie Sokoloff
Allie SokoloffSmart Cookie
posted in Q&A

How do you use Guru to manage a new hire's onboarding schedule?

HI! Does anyone have examples of how they used cards to manage a new hires onboarding schedule? (I searched Slack and found all of your amazing onboarding lists - but nothing that looked like an agenda). I was using the table, but with the limited functionality it doesn't look as pretty as I had hoped :wink: Hoping there is a better idea out there!

24
Graham Anenberg
1 year ago
Deborah Sanderfur
Deborah SanderfurSmart Cookie
posted in Q&A

What is your favorite sales enablement resource?

Hi all! I hope everyone is having a productive end to 2020 and ready to come back next week refreshed! :sparkles: As we get ready to start the new year, does anyone want to share a favorite sales enablement (or sales methodology) book, podcast, or resource for professional development? :fireworks: :calendar: :books:

1
Katie Vermilyea
1 year ago
Diana Simmons
Diana SimmonsKnewbie
asked in Q&A

Images not coming through when card content copied?

Hi everyone and happy holidays!! Quick question for you -- just found out (like 5 minutes ago) that images I saved in Guru cards to send to clients in Intercom are not transmitting through to the client. :grimacing: Wondering if I should be uploading images in a different manner or is there something else I should know to ensure our saved message images will go through via Intercom? Thanks a bunch!! And no rush - this can be dealt with post holiday for sure :+1:

4
Diana Simmons
1 year ago
Zev Zoldan
Zev ZoldanScholar
posted in Q&A

How does your team use Guru to share information on office closures?

:snowflake: Happy Holidays y'all! Quick question - how does your team use Guru to share information on office closures? Do you list all "office closed" dates in a card? Do you use a shared calendar? We're looking into how we can better communicate the days we're out, and who needs to be on standby, etc. Any thoughts?

5
Zev Zoldan
1 year ago
Emily Singer
Emily SingerKnewbie
posted in Q&A

Is there no total number of cards that need verification in My Tasks?

Am I missing it, or is there no total number of cards that need Verification in My Tasks? The only place I can see this right now is in the morning Slack notification, but sometimes I just want to know the total after I've chipped away for a while. I realize I can do this in Card Manager, but I'm really just looking for a total number somewhere on the My Tasks page.

10
Donovan Watts
1 year ago
Emily Singer
Emily SingerKnewbie
posted in Q&A

Does your team have tips for adoption problems?

We're seeing a pretty big adoption problem that I believe stems from the fact that cards open as a modal (isolated card on a black background) when you arrive at them from a link or a search. So many of our cards are surrounded by other cards that provide a huge amount of context, but it's easy to hop from card to card without ever realizing they live within this larger ecosystem (what we call a knowledge base). As a result, navigation of Guru can feel really chaotic to many of our hesitant adopters. Right now, it requires a lot of education around either 1) using the breadcrumb link at the top or 2) linking to the board to allow someone to easily open what we're calling the "directory view." Is there something we're missing? Or other ideas for simpler workarounds that others have used? Thanks in advance!

14
A
1 year ago
Kaitlin Warren
Kaitlin WarrenScholar
asked in Q&A

Can I see what cards were viewed when users received their search results?

In the searches producing results section of analytics, is there an easy way to see what cards were viewed when users received their search results? Use case: I'm interested in seeing my top-performing cards. I'm a bit new to analytics, though, so maybe there's an easier way to go about getting that info?

3
A
1 year ago
Chrissy Sebald
Chrissy SebaldKnewbie
posted in Q&A

Best tips for getting more people to use Guru

I'd love to know your best tips for getting more people to use Guru. consistently What features or things that you've done have you found have led to better adoption from your teams (templates, search tips, tagging, etc.)?

7
Chrissy Sebald
1 year ago
Sydney Sundell
Community Manager
Sydney SundellGuru Product Team
posted in Q&A

What's one piece of advice you'd give your past self as you were ramping up with Guru?

Hey everyone, hope you had a great holiday weekend! We have some newer Guru champions and admins in our channel , so let's get into the holiday spirit by sharing some words of wisdom with our peers. *What's one piece of advice you'd give your past self (or past team) as you were ramping up with Guru?*

7
kelly
1 year ago
Deborah Sanderfur
Deborah SanderfurSmart Cookie
posted in Q&A

What are some of the key initiatives you're hoping to close out by year end?

Hey everyone! We hope you had a relaxing week last week and were able to take some time off. :calendar: :fallen_leaf: As we're heading toward the end of the year, I thought it would be good to start a discussion about December/end-of-year goals. *What are some of the key initiatives you're hoping to close out by year end?* :whitecheckmark: :fireworks: I'll start with mine in the :thread:

9
kelly
1 year ago
Jace Eliscu
Jace Eliscu
posted in Q&A

Hey Everyone, I have had a few employees request a "personal collection" only a..

Hey Everyone, I have had a few employees request a "personal collection" only accessible to them. They mentioned that this would be a good place for them to store more confidential information and have a place to draft documents before moving them to a new collection. Has anyone else tried this? How did it work out? I'm not sure whether it would be helpful or add even more places for documents to hide

5
kelly
1 year ago
Marcos Perez
Marcos Perez
posted in Q&A

Is there an API endpoint to get the time a user spends on a Card or in Guru overall?

Hi community! Hope you are well.

14
A
1 year ago
Zev Zoldan
Zev ZoldanScholar
posted in Q&A

How do you use Guru for Black Friday/Cyber Monday?

:add-to-guru: If you used Guru for this past weekend for BFCM (support, internal scheduling, etc.), what's one tip you'd share to improve for next week?

5
A
1 year ago
Katie Vermilyea
Katie VermilyeaSmart Cookie
asked in Q&A

Does anyone have advice on managing third-party access contractor access to Guru?

:wave: Hey all, anyone have any advice about managing *third-party contractor access in Guru*? we're bringing on some Support contractors and want to limit their access. Curious to hear what others have done!

4
Katie Vermilyea
1 year ago
Zev Zoldan
Zev ZoldanScholar
posted in Q&A

Any ideas how to use Zapier and Guru?

Any ideas how to use Zapier and Guru? :slightlysmilingface:

8
Zev Zoldan
1 year ago
A
Anonymous
posted in Q&A

Subject Matter Expert (SME) Expectations and Best Practices

Card "WIP: SME Charter of Responsibilities" added to Board: Knowledge Resources by Chris Anderson

2
Zev Zoldan
1 year ago
Jason Collette
Jason Collette
posted in Q&A

Guru and Salesforce Community Experts

Happy Thanksgiving all. Looking to connect with someone who has both Guru & Salesforce Communities as a vital part to operations to a Service/Support structure. Please shoot me a DM

5
A
1 year ago
Zev Zoldan
Zev ZoldanScholar
posted in Q&A

Do any of y'all use Cards for recipes, meal plans?

Thanksgiving Eve question! As we gear up for the holiday weekend, do any of y'all use cards for recipes, meal plans, etc.? Does Guru have a place at your org's BFCM?

3
Zev Zoldan
2 years ago
Leslie Lulham
Leslie Lulham
posted in Q&A

Is there a way to see a count of cards created within a specific amount of time?

Is there a way to see a count of cards created within a specific amount of time? I'd like to compare cards created MoM.

2
Leslie Lulham
2 years ago
Cynthia
Cynthia
posted in Q&A

What are ways in which your CX team is ensuring that guru is part of your KPIs?

As the end of the year is approaching, what are ways in which your CX team is ensuring that guru is part of the success of the individual KPIs, team KPIs, department KPIs for 2021?

5
Ali Berman
2 years ago
Siobhan
Siobhan
posted in Q&A

Pasting a Template from the Template Gallery

How do I paste the template to keep the formatting? When I copy/paste this template, it loses all the table formatting. https://www.getguru.com/add-to-guru/glossary-of-terms

10
A
2 years ago
Leslie Lulham
Leslie Lulham
posted in Q&A

What is an active event in Guru?

Hey all! I've been doing some digging into my Guru analytics (love that feature!!) and had a question about MAU. I know MAU is any active user who has performed an active event, but am having trouble finding the definition of an "active event." What is an active event? (Not sure the best channel for this question - if I should post it elsewhere, please let me know!)

5
Zev Zoldan
2 years ago
Bethany Beech
Bethany Beech
posted in Q&A

How can I build out Knowledge Triggers?

Wondering if there is someone who could assist me in building out some knowledge triggers. I seem to be missing something :disappointed:

8
Bethany Beech
2 years ago

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