Q&A

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

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!

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?

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!

I am curious what flavor of markdown Guru has implemented.

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.  

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!  

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

Is there a way to keep the Guru Slack bot from posting newly created Guru cards in a channel?

I have a question about the “usage” performance metric, referring back to this Help Center article: Evaluating Performance AnalyticsUnder “Understanding the Data › Guru usage”, it says:Here, Guru usage is defined as viewing or copying a Card while a ticket is open. This is not specific to AI Suggest; it represents all Guru usage over support conversations. So am I understanding this correctly, whenever I have a ticket open on Intercom in one browser tab and any Guru Card in another tab, that counts as usage in a support conversation?I’m trying to find out how relevant that data really is. So in my example, I could have been viewing a Card on whatever topic on Guru while my Intercom tab with that conversation was still open, and Guru would count my viewing of the Card as support usage?Sorry, likely missing something and a bit confused, appreciate any advice…

Hello Gurus,I am new to Guru, hoping to use it as a tool for presenting and managing our project white paper. Something similar is done with Gitbooks.Anyone have any warnings, tips or thoughts on this endeavor?Thanks

I think something changed. We used to be able to re-assign questions that were assigned to us, but now we can only re-assign the ones we’ve sent. Is this intentional? Is the feature coming back? 

hi guys!  is there a way to be notified when a card is archived? the only way I know is via using a third party tool like ZAPIER

Hi,Following the deep dive session on “When (and when not) to make knowledge hires” I attached a model of the knowledge manager role.Knowledge manager is an interdisciplinary role and combines skills from different fields. It is not just about content, but much more. The uniqueness of the role is the combination of 4 main categories:content/ knowledge management system characterization & implementation of knowledge flow processes in the organization  Journey partners Socialization and communicationThose 4 categories are connected by the Core of the organization.I used the word “mapping” in the name of the model because for me it offers countless suggestions on how to create knowledge solution, there isn’t one solution. The model frames the knowledge organizational landscape for us to work in.For now I see Guru mainly in the content area and the great challenge for best implementation is to connect it to the other 3 categories.I hope you find it useful.Here is a link to the original

Hey everyone! How do you all create processes and workflows to share customer learnings across your internal teams?On the Support Team at Guru, we have a few ways we've done this. I'd love to hear any other tactics you all use to share knowledge within your teams! A bi-weekly Support Knowledge Exchange Every other week during our team meeting, each team member documents a short reflection and learning on a recent customer interaction they had. They document these stories in a Guru Card using a template. Below is an example of our template Card that each team member uses:     In our live meeting, the team member presents their Card and shares out their story. We spend a few minutes as a team listening and asking any follow-up questions. As a team, we emphasize any key takeaways that the team member took away from the interaction. One key action item is using the customer interaction to update any documentation or tweak any internal processes. These Cards all live with

Good morning! 👋 How does your team keep track of customer insights in Guru? After you've compiled these insights, how do you share them across other teams?Here at Guru, we have a Technical Support Collection for our Support team. Within it, we have a Customer Insights and Support Data Board. This Board includes the following information:  A Card with our Support Data Strategy: this is our north star of how our Support team uses insights at Guru A Section with how we track customer-facing insights: this includes the tagging conventions we use and different resources that we pull data from Multiple sections with our data insight data: Using our embed tool, we create Cards with both Google PowerPoints and Google Sheets for each asset that we've used to present our data findings to other teams inside of Guru. In this way, we have a record of our past data, and the data is accessible to anyone when they need it! 🙌  You can take a look at how we organize this below:How do you and your

Hi everyone! How are you all moving organic Q&A convos. that happen in Slack, Teams, etc. into Guru? How is your process working? Would love to see some examples!Here at Guru, we know that work is easier when the information you need is searchable so we want everyone across all departments to feel empowered to contribute to our knowledge base.Earlier this spring, our support team restructured our Product FAQ Cards, resulting in a brand new Product Q&A Collection. There are two main benefits of this new Collection 1) it is easier than ever to search in and 2) everyone has author access, meaning everyone can contribute! 🧠A great way to source new Cards for this Collection is through our #product-questions channel in Slack, which is where people can ask questions about our product that they can not find in Guru. Our goal is to make this process simple while ensuring that these Cards are accurate and maintained going forward. Below is the Card we shared with the simple set of inst

I can’t get past this error when validating a zip import file:“We encountered an error parsing this board's yaml file: Cannot read properties of undefined (reading 'replace')”The error is on this board1.yaml fileTitle: import testingItems:- ID: "card1"  Type: "card"- ID: "card2"  Type: "card" I get the same validation error when board1.yaml is exactly the same as the example here https://developer.getguru.com/docs/importing-a-zip-directory#boardsIs this a problem with the validator or with the data? If I omit the boards yaml entirely, validation passes, but import fails with Error parsing yaml file.  

We are thinking of hiring someone on our knowledge management team who would be responsible for being the internal lead for everything related to knowledge management with Guru. I expect this would be 50%+ of their role. I am hoping to gather some ideas on job attributes and responsibilities that would fall into this role. I see this card with Knowledge Manager: Sample Titles and Job Descriptions which is very helpful. To add to that, I wanted to know what are specific things that you find yourself managing on a weekly basis, or wish you had someone to manage? Thank you in advance for your feedback!

Hey everyone! Let’s set some intentions for the week and support each other. What is one Guru goal you are working towards? 🗒️ Are you focused on updating your tags? Managing your verification queue? Setting up some Guru automations perhaps? Chances are, someone in the community is working towards the same goal.  If you’re looking for a place to start, take a look at these recent posts for tips, tricks, and new ideas. 🤓  

Is there a way to bulk archive the cards that are not in a board? Not sure if I’m missing anything. Thanks!

Hey everyone, happy Wednesday! How do you all document project information in Guru? I'd love to see some examples. And if certain teams don't document project info. in Guru, where does that documentation live typically? Here are two examples of how we’re doing this currently (there’s likely an opportunity to consolidate these actually): How our product/design/engineering (PDE) teams document projects (e.g., new feature specs) Our PDE project summary Card template  How some go-to-market (GTM) teams document projects (e.g., demand generation campaigns, customer educations & engagement programs, research, experiments) Our GTM project summary Card template  We document projects like this for a few reasons: It helps get all stakeholders on the same page right from the outset of a project. It becomes a source of truth for the project. If anyone has a question about the project, the project summary Card is a trusted resource to find all of the details (questions can be worked out via

What level of access is required for importing a zip directory?https://developer.getguru.com/docs/importing-a-zip-directory 

Inspired by this thread with @siobhan and @bwayne, who else does callouts in their Guru cards (via markdown or otherwise)? Can you share some examples via screenshot or public card link in the thread for inspiration?

Our company has scaled very quickly, and we utilize a Company Knowledge collection to house all cross-functional content/company-facing content.The methodology is now outdated, and I’m looking to source ideas for how other teams/organizations that use a similar strategy have decided to organize their information.I’m thinking of doing a cleanup of the collection, and have cards move to the respective collections that they are linked to (we organize collections by department, i.e. Zoom tips would live in our Technology Department collection).Then, we would create directories using Guru card links that would live in the actual Company Knowledge collection itself. Anything that teams determine are cross-functional and/or are company-facing, they can create the card within the Company Knowledge collection.It’s very difficult because this is not a black and white process, there are so many contingencies. I would love some help and crowdsource ideas from the community!