Q&A

Hey y'all! Anyone have fun examples for a "Meet the Team" section?

Hey everyone! Caroline from Technical Support here 👋 I wanted to pop in here and follow up on a post from a few weeks back about how to embed files into Guru Cards.  To zoom out a bit, we often get questions about when and when not to embed files into Cards and I thought it may be helpful to share more about how we think about this internally at Guru! We recommend embedding (or linking to) an external file:  If it is written in long-form content (think, a research document)  If it is a specific-use program that has specific editing capabilities for that asset (think, a Google Sheet)  A great example of this is the Project Summary Cards that our team creates to detail an ongoing project for internal stakeholders. The purpose of these Cards is to summarize the project goals and deadlines, and address potential questions from those across departments. Often, the authors of these Cards will embed any relevant research document or Figma file. That way, they are not duplicating work and t

Hey there! I know many companies are starting to ramp up in hiring for 2021! Curious to know if anyone has used *Guru in the onboarding process* and if so, would you be willing to share some *best practices, examples or screenshots of onboarding pathways in Guru?*

I’m not able to find any resource on this but is there any way to continue your numbered bullet points after inputting a iframe or other piece of content within a Guru card?I am trying to do:1.2.3.[iframe piece]4.I am currently unable to figure it out but wondering if it’s not possible and I just need to manually format the numbered bullets myself.

Hey everyone! I hope you enjoyed Thanksgiving weekend and had the best food and time with family and friends. Since it’s the start of a new week (and the holiday season!) I’m sharing a very special surprise that will help you make the most of both!  INTRODUCING THE 12 DAYS OF GURU CHALLENGE Starting December 1st until the Deep Dive on Dec 16th, we'll be dropping a series of tips to help you recognize your 2021 impact with Guru. Participants will have the chance to win prizes daily by measuring the Guru metric of the day.  Follow posts each day to learn how to measure your success, Guru Analytics hacks, and more! We'll meet to share our wins and celebrate before the holidays.  RSVP to our last Deep Dive of the year and keep an eye out for the challenge kick off this Wednesday in the Community! NOW, IT’S GOAL TIME! 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 → Improve your u

Hi everyone! 👋On the Support team, we often hear customers asking how you can move Cards between Collections, whether you're trying to re-structure your Guru environment or have a single Card you want to live in a different Collection.🚨Before you follow these steps, ensure that you have Author access to the Collection that the Card lives in and the Collection that you're moving the Card to. You can double check your Collection permissions from the Collections page in Team Settings! 🚨In order to move a Card between Collections, first navigate to the Card Manager. From here, you can filter for the Card(s) you want by using the Filter by Attribute column on the right hand side of the page.After you have filtered for the desired Card, click on a single Card or all Cards: Next, click on the Move to Collection icon:Select the Collection that you want the Card to move to, and tada! 🎉 You've moved a Card between Collection.You can read more about moving content between Collections here. Wh

Hey everyone 👋🏻How do you capture customer and internal feedback to help improve your Help Center?At Guru, I work with our Technical Support Team to manage and update all of our Help Center documentation. We capture feedback through: an internal Asana form for employees to submit new ideas, flag typos, and suggest edits new feature releases We collaborate with our Product Managers and Product Marketing Managers to update documentation before any major product launch implicit signals from customers We use Intercom Articles for our Help Center. Their reporting feature to captures article views and overall satisfaction for articles, which we analyze on a monthly basis to inform improvements. However, we don't capture explicit feedback or comments about our Help Center usefulness. Intercom has a thumbs up/thumbs down feature, but we can't capture comments on articles themselves. How do you all improve your Help Center usefulness? I'm curious to hear if Guru's tactics res

Hey everyone! Is your team using Guru across teams or company-wide? If so, what challenges have you come up against as you build engagement? What tips and tricks would you share for using Guru across teams or the entire company?Sometimes when folks roll out Guru company-wide, it takes some intentional change management to make sure all teams see how Guru can benefit them within their workflows. If you're coming up against this challenge, here are 3 features you can utilize to encourage adoption across departments. Guru's Slack + MS Teams Integrations The ability to integrate Guru with chat tools such as Slack and MS Teams has been incredibly helpful when communicating across teams. Here at Guru, we use Guru + Slack to collaborate on ideas with other team members, and create and share Guru Cards without having to leave Slack.  Permissions Setting up your permissions is key when using Guru across teams or company wide. It’s important that each team has access to the correct knowl

With the holiday season is soon approaching, we wanted to share some Out of Offices best practices. Our team is digital by default and spread all across the country, so these best practices allow those on vacation to truly disconnect and those still working not left wondering, why hasn't my colleague responded to my slack. What OOO best practices does your team follow? Please share!Tactical tips:Set an OOO message in your inbox if you have an external-facing role. Check in with your content team to shares on-brand out of office messaging. Block OOO on your calendar to decline all meetings automatically and make others aware that you won't be attending. Set your slack status as away (perhaps including your return date and the team/channel to reach out to in your absence). Also works for Teams and Google Chat. For pre-planned OOO: Use this OOO Template: Art Vandelay Coverage Plan to communicate with your team about who's covering what in your absence/escalation procedures.OOO Rules to li

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

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. 

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

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

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?

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?

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.

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? 

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!

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

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.   

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)? 

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

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?

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

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!