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Q&A

Ask and answer questions about all things Guru and knowledge management

513 Posts
1,587 Replies

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513 Posts

John McKollScholar

How do your teams handle having multiple content creators?

How do y'all handle multiple content creators? The time has come for me to set up a knowledge council and get more people creating cards. My thought is to establish a few templates that we all agree on how to use, and then unless there are questions about format/content/visibility, the individuals on the council are trusted to just let it rip and make it live. Am I being foolhardy with that view? Should I be a bottle-neck of approval on all cards? Would love your thoughts, friends. Thanks!!

Is there a way to automatically alphabetize sections and Groups?

Hi all! I add a couple of quick questions for the group. Is there a way to automatically alphabetize sections / groups? Also is there any way to show the last updated/verified timestamp on the front of the card? To clarify, one user doesn't want to click the card then click Details he was hoping we could potentially put the last verified timestamp on the front of the card itself. Let me know, thank you!

382

3 years ago

Rosie EachusKnewbie

posted in Q&A

If your team uses Slack emojis to triage queries, how do you produce reports on the process?

For those who use emojis in Slack to triage queries (for example :did-you-guru-it: ), what's the best way you've found to produce reports on how many times you've used the emojis? And if possible, on which posts?

5167

3 years ago

Zev ZoldanScholar

posted in Q&A

How often do you poll your team on how Guru is working?

Hello all! How often do you poll your users on how Guru is working? How do you do it?

183

3 years ago

Deborah SanderfurSmart Cookie

posted in Q&A

Has anyone rolled out a new product launch recently? How did you use Guru?

Hi all! Happy June! :sunflower: Has anyone rolled out a new pricing/packaging, or product launch recently? What challenges came up with that launch and how did Guru alleviate some of these challenges? Anything you'd go back and do differently?

164

3 years ago

Sarah WSmart Cookie

posted in Q&A

What are your thoughts on revisiting and restructuring your content?

Hi everyone! I'd love to hear your thoughts on organizing and restructuring content. Many of us have gone through the process of getting information into Guru, but what happens when the time comes to revisit that knowledge and restructure it? I'm thinking especially of determining which cards are related to each other in a series, or making the hierarchy of information really clear.

Does anyone use Knowledge Triggers on Gong transcripts?

Hi! I saw that there were some Gong + Guru users out there. Wondering if anyone has any experience using knowledge triggers on Gong call transcripts. Use case: since when on calls Gong does transcription, thinking it would be awesome if we could use knowledge triggers to surface cards based on words or phrases. But not sure if that's possible or if anyone has been able to make this happen. If anyone has any insight on how to make these two tools work well together, would love to pick your brain! :brain:

374

3 years ago

loraineScholar

asked in Q&A

Can you turn off related Card suggestions at the bottom of a Card?

Morning all, I hope someone may know the answer to this, as I haven't been able to find it (though that very definitely could be user error!). Is there a way to turn off the "Users who viewed this Card also viewed:" suggestions at the bottom of specific cards (or even more specifically the bottom of cards all in one collection) please? For context, I have a collection that only has public cards in it for recruitment candidates and pre-boarding. However because we've also been setting up cards in internal collections, the suggestions at the bottom of the public only cards are suggesting internal facing cards that those people won't be able to access (and shouldn't see unless they're employed). Any help will be gratefully received - thank you in advance! :thankyou:

423

3 years ago

Deborah SanderfurSmart Cookie

posted in Q&A

Has any team experienced a team re-organization, and what role did Guru play in it?

Hey everyone! Sometimes implementing a new process or strategy requires major pivots, and that can affect the way teams are structured. Has anyone experienced a re-org of their team/s or a fundamental process shift? How did Guru come in to play to keep everyone on the same page?

143

3 years ago

Laquize BasseySmart Cookie

asked in Q&A

Does anyone use Guru for recurring meeting agendas?

Hello everyone. I have a daily meeting with my agents to go over things like sales, experiments, announcements, bugs, etc.. Does anybody have a template that they use for something like this or that they recommend? I checked out the Guru templates and didn't see one that really fit. Thank you!

382

3 years ago

kellyScholar

posted in Q&A

As your team has scaled, have you had to change your company's Guru organization?

Good Morning all - have a question for anyone with an answer. As you have scaled - have you found that the way you originally organized your collections isnt the way you need them to be organized as you were scaling. i.e. you used to have they organized by department and now you have them organized by a less silo-ed structure thats more beneficial to your overall business. Would love to hear any thoughts, comments, or suggestions. Thank you all so much!

275

3 years ago

Zev ZoldanScholar

posted in Q&A

How have you gotten your team to look at Guru before asking team members for answers?

Hey y'all! What's an approach that's worked well to get folks to look into Guru first before slacking team members for answers? At Postscript. we're still learning but when someone asks a question that someone else knows lives in Guru, we use . But..... how can we prevent this?

Do you have any suggestions on how to easily "draw" on a screenshot?

Any suggestions on how to easily "draw" on a screenshot that you are adding to a Guru card? Like if I wanted to add an arrow or a box around a certain part of the image? What do other folks use to accomplish this?

5617

3 years ago

Martin TheobaldSmart Cookie

asked in Q&A

Can you bulk request Cards to be verified?

I've recently inherited our Guru platform and I'm reviewing the unverified cards. As far as I can see, I can only request verification per single card. Is there a smart way of requesting a bunch of cards be verified (by individual) with one click?

877

3 years ago

Renee OsgoodSmart Cookie

asked in Q&A

How have you reinforced for your team to use email templates in Guru?

Hi all! We have a big push to get our CSMs using more email templates to make them more efficient; we've organized things in Guru to make it easy to see what's available and are thinking about training / rollout now. In the past, we've found it difficult to get people to use them- mostly because they forget they are there. Has anyone ever had similar challenges? If so, what did you do in terms of training / enforcement to help encourage usage? Thank you!

263

3 years ago

Charles MagnusonKnewbie

asked in Q&A

What does "SME" and "DRI" mean?

I'm seeing people use the acronyms 'SME' and 'DRI' when discussing roles and my brain is struggling to guess what these might refer to. Can anyone fill me in?

12492

3 years ago

Nick SnellingSmart Cookie

asked in Q&A

Can you link to a specific heading in a Card?

Is it possible to link to a specific heading in a card? like anchors...?

1832

3 years ago

Susan Burrows-RangelKnewbie

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?

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:

153

3 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?

545

3 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?

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.

154

3 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?

112

3 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

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!

407

3 years ago

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