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Ask and answer questions about all things Guru and knowledge management

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448 Posts

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Allie Sullivan

posted in Q&A

Does anyone have any examples of templates that they have used for mapping out rules of engagement between GTM teams?

Hi folks, Does anyone have any amazing examples of templates that they have used for mapping out rules of engagement between GTM teams?

2 years ago

Martin TheobaldSmart Cookie

Check out the Wizard of Ops Community!

Hey Guru Ops folks, a few weeks back I joined the Wizards of Ops community. Recently, Guru has been getting a good bit of love over there across channels. It's possible I had a little something to do with that (:wink:) but clearly others are fans, too. Anyway, I wanted share the :heart: and encourage folks to check the workspace out - it's been active and helpful so far, as I've been expanding breadth and depth on my ops journey. https://wizops.org/#form :thankyou:

2 years ago

Rosie EachusKnewbie

posted in Q&A

What are your best practices for when missing knowledge is identified?

Hey everyone! I'm interested to hear of best practices for when missing knowledge is identified, particularly in the use case where the Support agent *knows* how to answer the query, but the process isn't documented yet. It's also worth adding that I'm looking for a particular flow for agents who don't have Author permissions, so can't *create* a new Card. I know this is something that can be solved via Slack, but I'm also interested to hear of ways this could be solved using the Extension, if at all? For context, we're using Zendesk. *For example:* • Agent replies to customer • Agent then wants to flag to Knowledge Council that we need a Card for this process Would the best solution be to use Slack here? Would you use Ask an Expert?

2 years ago

Anonymous

posted in Q&A

Do you have any tips for keeping a Knowledge Council engaged?

Happy Friday everyone! Show of hands :hand:...who has a Knowledge Council where you work (aka a group of folks responsible for helping to maintain knowledge and uphold established best practices in Guru)? What are some tips for keeping council members engaged and/or leveraging the group to help improve your Guru trust score?

2 years ago

Siobhan

posted in Q&A

How are other teams managing data erasure requests under GDPR?

This isn't exactly related to Guru, but I'm wondering how others are managing data erasure requests under GDPR. Do you have an automated system you direct users to? An internal process of asking each dept to see if there's info and delete? We get a lot of these and I'm wondering if there's a better way to handle them.

2 years ago

Mirna LessingerSmart Cookie

posted in Q&A

Can you see tables in Guru Cards when you open them in Slack?

Hi Everyone - I have some Guru cards with tables that when I see on Slack, the format is of the table is off. It doesn't look like a table actually. Are tables expected to be displayed properly when you look at the card on Slack?

2 years ago

Callie RojewskiGenius

posted in Q&A

Does anyone have Guru Card inspiration around onboarding?

Hey everyone! :wave: I'm looking for Guru inspiration around *onboarding.* Does anyone have good examples of cards you use for: • New employee orientation • 30 60 90 plan • Performance reviews • Interview feedback during recruiting

2 years ago

Eduardo Vieira

posted in Q&A

Do you have best practices around using Guru and Slack?

Hey everyone! I think I've heard someone say here that they set-up slack bots to answer common questions with guru cards. Anyone here has done this before, or has other best practices using Guru+Slack to share? Thanks!

2 years ago

AlexKnewbie

posted in Q&A

Is Guru meant for use for standard operating procedures (SOP)?

Is Guru meant for use for standard operating procedures (SOP)? I'm trying to create cards for the next steps for customer onboarding. We have multiple different customer onboarding flows depending on whether they are a current customer or new and which product they are purchasing which also determines which email templates to use. How can I do that while also keeping the cards "byte-sized"? Is there a how-to guide for this use-case?

2 years ago

Siobhan

asked in Q&A

When using the "Ticket Linking" feature, can you see what Cards a ticket is linked to?

When using the "Link to Ticket" feature, has anyone figured out a way to see what Cards a Ticket is linked to? In Zendesk, if I'm looking at a ticket, I want to easily see that someone has linked this ticket to the appropriate card without needing extra steps. We're using to track product feedback and bugs so there can be more than one linked card per ticket. I was thinking perhaps some kind of API call that could populate a Google Sheet and filter for that Ticket ID. Google Sheets can be added as a sidebar in ZD, so maybe somehow there's some magic that could work there? Or if the Guru Extension could show what cards this ticket is linked to -that would be stellar!

2 years ago

Amanda LabbyScholar

posted in Q&A

Where is Guru's security landing page?

We've repurposed a few cards from the pre-populated collection frameworks before the new help desk was created, and I can't find the updated URL for this card: https://help.getguru.com/articles/qi7zojc8/Security-Overview If it doesn't exist I don't need it, but would love to include it if I'm just missing it

2 years ago

Mirna LessingerSmart Cookie

asked in Q&A

How to ensure people can use the extension?

Hi Everyone - Long story short, we've have some logistics challenges getting our team + partner teams to use the Guru Chrome extension and I'd like to find an easy way for our vendors to confirm they're able to use it. Are there any Chrome browser -only tasks that you can think of they can complete to confirm they've the extension installed?

2 years ago

Amy BehmKnewbie

posted in Q&A

How can the Guru Slackbot be automatically added for all users?

Question regarding the guru slack bot. Some users experience the app automatically added to their slack and some say they have to add the app. Does anyone know what steps need to be taken so that the app is automatically added in slack for all users?

2 years ago

Steve MayernickGuru Employee

posted in Q&A

Is anyone using Guru with Loom?

hello friends! is anyone using :gurulogo: in combination with loom? if so, i'd love to chat!

2 years ago

Dillon HeadScholar

posted in Q&A

We made this CLI tool using the Guru API.

Hello fellow Gurus! At Pliancy, we encourage everyone to contribute docs where they can, and we do as little gatekeeping as possible. This has led to significant engagement with our docs, both in terms of creation and consumption. We've tripled our team over the last two years, and all the while were biasing for hiring proactive people that wanted to share their knowledge. We knew we didn't want to do any additional gatekeeping, but we increasingly needed a way to administer Guru in ways that the UI doesn't support. So, using the excellent Guru API, we made this CLI tool. Based on a bit of lurking here in the Guru Slack community, we thought others might want some of these features and decided to publish the tool on NPM. It's open-source, so you can use it however you see fit. Please feel free to open a GitHub pull request if you notice any issues or have a feature request. As a side note, you must be a Guru admin for the tool to work correctly. :slightlysmilingface: Features include:

2 years ago

Lindsey HartSmart Cookie

asked in Q&A

Has anyone run through a content audit?

Hi friends! Has anyone successfully ran their SMEs through a formal content *audit process*? We have taken everyone through one audit cycle, but I was hoping to revamp our process and see if anyone had some best practices to share!

2 years ago

Charles DerupeKnewbie

asked in Q&A

Does anyone have a job description for a Knowledge Manager?

Hey gang! Does anyone have a JD specifically for a Knowledge Manager?

2 years ago

Kristin FretzSmart Cookie

asked in Q&A

Does anyone use the Pins feature?

Random question - does anyone use the Pins feature and find it useful? Curious how this may be different from knowledge triggers. Thanks! https://help.getguru.com/en/articles/4740114-setting-up-and-using-pins

2 years ago

John McKollScholar

asked in Q&A

Does anyone have a "how to guide" template?

hey y'all. Who has a 'How To Guide' template that they are super proud of and wants to let me steal ideas from it? :smile: My end goal is a template that is fleshed out enough to guide other authors as they fill them out. (Trying to take another baby step toward having other authors live in our system.)

2 years ago

Martin TheobaldSmart Cookie

asked in Q&A

What's the difference between a Board and Board Group?

I'm considering creating and managing a Glossary of Terms in Guru. I'm deliberating whether to have individual cards for each term, or group terms under related sections. Grouping is an option as verification is done by different teams. And what's the difference between a Board and a Board Group, and how would I use them differently? Any thoughts....

2 years ago

Georgia McGoldrick

asked in Q&A

Does anyone have ideas about your Guru Collection/folder (formerly "board") structure?

Anyone have ideas around documenting your overall Guru collection/folder structure? Similar to an org chart, where any employee could view this document at a high level and know where to go for certain information?

2 years ago

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