Ask and answer questions about all things Guru and knowledge management
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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?
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!
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
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?
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?
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:
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.)
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....
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?
Does anyone know exactly what Guru means when it says on my Recent Activity that someone 'used' a card? Does that just mean viewed or did they interact with it by like copying content? I couldn't find anything in the Help Center that spelled this out for me.
Hi Everyone! :wave::skin-tone-4: My team and I are exploring the *Ask an Expert* feature. 1. Does anyone use this feature? If so - how does your team use the functionality? 2. Do you have experts answering the questions? 3. Do you have an SLA on when questions need to be answered by?
Hey! Curious how people are approaching verifying new cards within collections, as I wonder if we've over-engineered our approach. Right now, we have 8 verifiers (called guru gurus) split by segment/product who are meant to review new cards as they come in and check against relevancy, recency and make sure it's not duplicative. In reality, there are only a few people on the team, mostly on Ops or senior members, who are adding new content to the collection. Their content doesn't need to go through the "guru guru" check. *Basically - how do you successfully gatekeep new content to your collections?*
Hi! Wish you all a great day! My team and I were discussing the best way to manage comments in the cards. Today we have near 12.000 people with access to the content, and you can imagine the amount of comments it's not low :sweat_smile: We have very few people to attend all of them, and sometimes the management turns difficult. I thought on asking you: • How do you manage the comments? • Ever created a solution from information via API? • Ever had to deal with something like this and applied certain methodology to resolve it? There are 3 questions but a single answer resuming the idea is more than enough. Thankssss
Hey everyone! Curious how you use Guru to support *product enablement*. `Do you have go to cards that support the process of feature development, release, enablement, and updates?` We'd love to see some examples and learn more about your process! We're looking for new templates for the template gallery and stories to feature at the next Guru Deep Dive on March 4th. :spiralcalendarpad:
Question: Is it possible to delete previous revisions from the revisions history list in the details of a card? I totally goofed when creating a bunch of cards before realizing there was the draft option and now there are several cards with 15+ versions that all contain minor changes. Would love to keep revision history for a place to see changes, but it's a bit difficult now that the list is so long.
Question for the room. Do any of you have approval processes set up for your content in Guru? Example: If I put together a new card that I want someone in leadership to review before I share it wide with all the sales users...what's the best way to do that? I'm currently the primary author of all content, and have not yet established the rules I want to use for adding new authors. So this is an interim solution potentially. Any and all advice is appreciated. Thanks, y'all!!
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