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Q&A

Ask and answer questions about all things Guru and knowledge management

  • 547 Posts
  • 1,660 Replies
546 Posts
Matt Garren
Guru Employee
Matt GarrenGuru Employee
posted in Q&A
How do you structure your permissions in Guru?

Hey everyone, happy Tuesday! How do you all structure Group permissions in Guru? Let’s see some examples so folks who are feeling stuck can get some inspiration!  Here is a strong example of granting permission to a specific department’s Collection:This is a great permission structure because: The Collection Owner group is the department to whom the Collection belongs (Account Management) Other groups who may have valuable information to share with Account Management, like Customer Experience and the Sales team, have been given Author access ‘All Members’ has been given Read-Only access so the whole org. can see this department’s work. Here is another example that utilizes small “expert groups” for a more restrictive authorship structure:Using expert groups that consist of a small # of subject matter experts can be useful for permissioning a Collection when: You only want SMEs to be able to document content, create Card Templates, and permission out folders. You want to make it s

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Callie Rojewski
Callie Rojewski
Callie RojewskiGenius
asked in Q&A
Examples of Project Management Cards in Guru?

Hey everyone! How do support project management efforts with Guru? We’re looking to find some examples of project management Guru Cards to turn into templates! If you use Guru in tandem with other tools like team chat apps and project management tools (i.e. Asana or Monday.Com), what information lives in Guru? How often do you point people back to that information, and keep that information updated through out the project? Share screenshots and examples below! We’d love to get some inspiration, and with your permission, turn your ideas into Guru Card templates that will be featured along with other Guru Card templates. 

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Callie Rojewski
Callie RojewskiGenius
posted in Q&A
Share your Guru goals for the week + quick wins for increasing adoption!

Hey everyone! If you’re looking to cure your case of the Mondays, you’re in the right place.  Every week we share what we’re looking to accomplish during the week. If you’re still re-calibrating from the weekend, we suggest some quick wins for you to tackle to help you reach your knowledge goals and maximize Guru.  SHARE BELOW → What is one Guru goal you are hoping to accomplish this week? Chances are someone in the community is working towards the same thing! QUICK WINS → Increase internal adoption of Guru!On Thursday, 11am PST / 2pm EST, we’ll be diving into tips and tricks for increasing Guru adoption. RSVP to learn more and get examples from @kelly , Revenue Enablement Manager at Ceros, and @Sarah W , Internal Comms lead at You Need a Budget (YNAB).  Until then, here are some easy ways you could reinforce Guru usage with your teams:Film a quick video with your team depicting how to search and find information pre-Guru and post-Guru. Include humor and emoji. Gamify Guru! Expand on t

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Callie Rojewski
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Senya RahmilKnewbie
asked in Q&A
List of cards by creator

How can have a list/report of card by a creator? 

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Callie Rojewski
A
Anonymous
posted in Q&A
How do you ask your team for feedback about Guru?

I'm curious how folks solicit feedback about Guru from your teams, particularly after rolling out (e.g., on content organization, collections/boards you've set up, card templates, etc.). Have you sent out a survey, held a debrief meeting, created a Slack/Teams channel for feedback, all of the above? Any examples or templates you can share?

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Patti LehmanKnewbie
posted in Q&A
Linking to local documents

We have many procedural GURU cards that need to reference documents on our server that change frequently.For example, we have a GURU card on file retention that has data that does not change, then we have a Master List of the file names that changes often.I tried using the paperclip attach feature, but that attaches a static copy of the document. Even is you open the attached file and make changes, it does not save the changes. I can’t use the link feature since the documents are on a local server instead of on the WWW.Any suggestions?

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Callie Rojewski
Jeremy Heersink
Jeremy HeersinkKnewbie
asked in Q&A
Google Authorization Error

I am in my trial period and I’m trying to view a PDF that was uploaded. I can view it in my web browser, but when i try to use the mobile app, i get a google error (I’m using google to login to the Guru system). It says 403: disallowed_useragent and that i can’t log in because the app doesn’t comply with Google’s embedded webview policy. Anyone else have this issue or know how to solve? mobile access is a big part of my strategy for rolling this out to our team.

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Jeremy Heersink
Siobhan Hyser
Siobhan HyserSmart Cookie
asked in Q&A
Metrics about card creation/updates/archived over time frames?

Is there a way to see in the Analytics tab how many cards were created updated archivedIn the last [timeframe]? I sort of hacked it together in the Card Manager for the last 30 days but I can’t see a way to know how the last 30 days compares to 3 months ago, nor account for cards getting archived/deleted. Am I missing this somewhere? 

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Grace Taylor
Callie Rojewski
Callie RojewskiGenius
posted in Q&A
Share your Guru goals!

Happy Monday! I hope everyone had a great Halloween Weekend! 🎃To make sure nothing scary knowledge-wise makes it’s way into November, let’s set some Guru goals!  What is one Guru goal you are hoping to accomplish by the end of the year? 🗒️  Chances are someone in the community is working towards the same thing! If you’re looking for a place to start, here are some quick wins: Boost internal adoption with these tips. Sign up for our upcoming Deep Dive on the topic here! Review how to use Card Manager to perform bulk actions (great for clean up) Improve your use of Guru for Product Enablement, Internal Comms, and Onboarding by reading these implementation guides Start a conversation in the Guru community to get feedback on your current Guru initiatives!Drop your goals below, and let us know what questions you have!

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Callie Rojewski
Cassie Haughey
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

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Cassie Haughey
Siobhan Hyser
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.   

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Callie Rojewski
Annie.Phan
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)? 

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Callie Rojewski
Kassidy Butler
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

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Kassidy Butler
Adrian Guggenheim
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?

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Renee Osgood
Matt Garren
Guru Employee
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

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Alyssa Huat
Callie Rojewski
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!

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Callie Rojewski
Chelsea Souter
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

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Gabriel Ginorio
Jonathan Butler
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!

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Jonathan Butler
Karolin Zosgornik
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?

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Jordi Garcia
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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!

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Sandy Tran
Ian Link
Ian LinkScholar
asked in Q&A
Guru's Markdown Flavor

I am curious what flavor of markdown Guru has implemented.

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Callie Rojewski
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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.  

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June Zhang
Renee Osgood
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!  

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Shona Fenner
Kassidy Butler
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

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Siobhan Hyser
Steph Lundberg
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?

9211
Lorraine Pocklington

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