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Q&A

Ask and answer questions about all things Guru and knowledge management

  • 540 Posts
  • 1,644 Replies
539 Posts
Devon O'Dwyer
Guru Employee
Devon O'DwyerGuru Senior Product Specialist
posted in Q&A
How does your team keep track of customer insights in Guru?

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

322
Callie Rojewski
Caroline Krueger
Community Manager
Caroline KruegerGuru Technical Support Team Manager
posted in Q&A
How do you encourage people to document knowledge in Guru?

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

541
Caroline Krueger
Community Manager
Andy Miller
Andy MillerKnewbie
asked in Q&A
Zip file validation error

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.  

741
Andy Miller
Daniella Place
Daniella PlaceKnewbie
posted in Q&A
Knowledge Management Job Description

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!

1696
Callie Rojewski
Callie Rojewski
Callie RojewskiGenius
posted in Q&A
What's your Guru goal for the week?

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. 🤓  

334
John Ingram
Joan Alcances
Joan AlcancesKnewbie
asked in Q&A
Bulk archive cards that are not in a board

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

602
Joan Alcances
A
Anonymous
posted in Q&A
How do you document project information in Guru?

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

1064
Ian Link
Andy Miller
Andy MillerKnewbie
asked in Q&A
What level of access is required to import a zip file ?

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

392
Andy Miller
A
Anonymous
posted in Q&A
Does anyone use call outs in Guru Cards?

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?

2455
Brian Anderson
Alyssa Huat
Alyssa HuatSmart Cookie
posted in Q&A
Organizing a Company Knowledge Collection

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!

2956
Alyssa Huat
Kaitlin Warren
Kaitlin WarrenScholar
asked in Q&A
The Guru Q+A Function - Changing an Answer

Hey, guys! Maybe I’m just missing it, but is there a way to change an answer once you’ve answered a question? 

251
Devon O'Dwyer
Guru Employee
J
James AndrewarthaScholar
asked in Q&A
Would it be possible to allow non-http/https links?

Would it be possible to allow non-http/https links? I’d like to put links to Intune Company Portal and Jamf Self Service which use companyportal: and jamfselfservice: URIs respectively.

1785
Devon O'Dwyer
Guru Employee
M
Maddie RishKnewbie
posted in Q&A
How to format intricate process mapping in cards

Hello!I’m new to Guru, and I’m building out a collection for our support team. One of our boards “Support Processes & How To’s” is dedicated to step-by-step instructions for solving/troubleshooting/investigating common issues. I’m getting stuck on how to format cards for some of our more complex issues, which involve multiple steps and an “if yes, do this / if no, do this” decision tree-type support logic.  I’m wondering if anyone has any tips for how to format or structure these more complex cards. Are you listing all of the steps in one card, or breaking up the steps into different cards and linking them throughout? Any advice would be much appreciated!

2623
M
Motorcycle KB
Motorcycle KBKnewbie
asked in Q&A
Animated gif support

When I paste an animated .gif into a card it plays it once and then freezes on the last frame, as apposed to replying the .gif on loop.

6292
Caroline Krueger
Community Manager
Kaitlin Warren
Kaitlin WarrenScholar
asked in Q&A
The Guru Q+A Function

Our team is (FINALLY) starting to use the Guru Q+A function for asking and answering questions, but we’re running into a couple of snags for implementation. Is it possible to view the answers from another asker’s question in the Card Manager?  Is it possible to get any sort of analytics around a particular user’s (or group of users’) usage of the Q+A function outside of the drilldown?  In the drilldown, is there a way to see what questions a user is asking? And if so, can we automate a report to show us their usage of the function?  Thanks, in advance, for the help! :) 

451
Devon O'Dwyer
Guru Employee
Callie Rojewski
Callie RojewskiGenius
posted in Q&A
Poll! What Deep Dive topic would you like to see next?

We want to know: what Deep Dive topic would you like to dive into next? We’re scheduling our Deep Dive topics through the end of the year, and the more relevant we can make them to current challenges/questions you have around maximizing your use of Guru, the better!Weigh into this poll and share the topic most relevant to you, or drop a comment with another suggestion below. After folks weigh in, we’ll announce September’s Deep Dive in a follow-up post :)P.S. If you love Deep Dives and have an extra 5 minutes to share more detailed feedback around event format and follow-up resources, head on over to our survey. 

1481
Callie Rojewski
Taylor Paschal
Taylor PaschalSmart Cookie
posted in Q&A
Splash & Guru Best Practices

Our team is looking to implement Splash for event management and employee experience. I’d love to start a conversation on how customers utilize Splash in a way that compliments and continues to protect Guru as our single source of truth. Any lessons learned/best practices? 

675
Jon Saft
Chelsea Souter
Chelsea SouterFormer Guru employee
posted in Q&A
How do you define your organization's Knowledge Maturity?

We recently created a Guru Knowledge Maturity Model to help customers understand where they are at in their knowledge maturity at their organizations.Where does your organization fall? Since implementing Guru, do you think your company has moved through any phases of the maturity model? What are blockers you have come up against when trying to create a knowledge driven culture at your org?Would love to hear thoughts/feedback on this model and any concrete benefits you’ve seen knowledge maturity have on your organization and role!

760
Chelsea Souter
Siobhan Hyser
Siobhan HyserSmart Cookie
asked in Q&A
Embed PDFs for Public Sharing

https://help.getguru.com/en/articles/4681196-how-to-embed-a-pdf-into-a-guru-cardWhen I get to “embed” I see this:Only the owner and explicitly shared collaborators have accessCan the embedded PDF only be seen by people with access to the file in Drive?  I’d like to make a Collection with Public Sharing that contains PDFs our users might need. They do not need to edit or add any content, only view. They do not have access to any internal systems, including Guru and Drive.  I made a card that is in a Collection with Public Access yet when I access it from a different browser, I’m asked to login to Guru: https://app.getguru.com/card/cn9bGe4i/Test-2-Embed-from-Drive (it’s my wifi bill, nothing with PII ) 

1907
Siobhan Hyser
A
Ashley TerwilligerKnewbie
asked in Q&A
Why does Guru torture me with these red dots?

Anyone else feel compelled to continually check the Task/Verification list cause they want the red dots to go away?! LOL - I accept that I’ve been conditioned by my phone to want those things to disappear, so can you help me Guru?   

793
A
C
Chris LibbyKnewbie
asked in Q&A
Lost images in card

Has anyone else experienced issues with lost images in cards?  We have a couple cards in our collection that the images no longer load, but it had been working a few months back.  Is there a way to recover these images?

1084
Devon O'Dwyer
Guru Employee
Ben Sykes
Ben SykesKnewbie
posted in Q&A
Salesforce and Guru Integrations

Hello fellow Guru-ers!We currently use Salesforce as our CRM, and have a customer portal, which features case deflection software using the content that our Support Engineers have written in SFDC over the years.Obviously, we’d like to replace Salesforce Knowledge Base with Guru - but the case deflection software has been heavily customised to accomodate Salesforce. Unfortunately, if we change that connection, then we effectively have to get the case deflection softwares Machine Learning to re-learn everything so it can recommend content can help customers when they’re submitting their cases - and losing 2 years worth of data is the veto’d idea of the last resort of the last resort.Additionally, if we used the Knowledge Sync from Salesforce back into Guru, it means that Engineers will have to use Guru to solve cases, but write content in Salesforce (which in itself isn’t great) and then maintain the content in Salesforce as well. Part of the drive behind this is to have one place that E

1700
Ben Sykes
Lars Böhnke
Lars BöhnkeSmart Cookie
asked in Q&A
KCS, Intelligent Swarming and Guru

Hey folks 👋I’d like to introduce KCS and Intelligent Swarming for our customer facing teams. Do you have any experiencee or resources how to do it with Guru? I’m thinking about a kick off workshop with one team first where I outline the basics of KCS and Intelligent Swarming and then show how it can be done with Guru.

1223
Matt Garren
Guru Employee
Daniel Bergamini
Daniel BergaminiKnewbie
asked in Q&A
Unable to Add Guru app in Slack

I was able to add the Guru Slack app last week and it disappeared this week. (This may have been due to some security changes for my work’s Slack)I am running into the same issue I had when I first tried adding it. When I click Add Guru Wiki, it brings me to the Guru page and when I click Enable Guru + Slack it brings me to the Slack page and it is an endless loop. 

442
Daniel Bergamini
Tracy Vick
Tracy VickKnewbie
asked in Q&A
Quiz audience after sharing Card

Is there a way to “quiz” the audience after a knowledge sharing card to ensure they have grasped the concept that was shared? 

941
Devon O'Dwyer
Guru Employee

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