Ask and answer questions about all things Guru and knowledge management
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Hey all! I've been doing some digging into my Guru analytics (love that feature!!) and had a question about MAU. I know MAU is any active user who has performed an active event, but am having trouble finding the definition of an "active event." What is an active event? (Not sure the best channel for this question - if I should post it elsewhere, please let me know!)
Hi! I noticed in this blog post an awesome brand story Card that nicely displays Guru's hex color codes. Is that a markdown element? Curious if Guru can share how that was made? Thanks https://blog.getguru.com/how-guru-uses-brand-guidelines-to-empower-our-revenue-team
Happy tips and tricks Thursday!! :star2: Has your team considered using Guru for professional development? Here at Guru, our People Ops team uses Guru *to advertise professional development opportunities and include summaries/relevant links after the session in Guru Cards*. Here's a recent example, where we had an excellent training about developing a growth mindset :brain:: Does your team use Guru for professional development? If not, are there ways you could expand Guru to be used in this way? Let us know down below!! :arrow_down:
:brain: *Template Spotlight:* Product Feature Support Troubleshooting:notebook: By @bwayne, Program Lead - Communications at Freshbooks :leaves: > "When a product doesn't work the way it's supposed to, we want to ensure our agents have the information readily available to troubleshoot and solve the customer's issue effectively. This template keeps all the details in one central place, in case the issues overlap, and the anchored links helps our agents jump to the right spot on a card quickly. No problem is too intimidating when all this information is laid out clearly for our agents like this template." -Brooke Wayne *Check out and copy the template here. Have questions about the template, or your own examples of using Guru for competitive intel? Snap a screenshot and share in the thread so we can all learn and grow together!*
Hey all - Happy Thursday! Here at Guru, we're experimenting with using a Card to communicate how to ensure our Slack communication is as efficient and effective as possible. In this new normal of remote work, it can be challenging to manage Slacks zipping to and fro/in all directions. (AKA How can we go from :explodinghead: to :maninlotusposition:...) One interesting idea we're testing out is a set of custom emoji's that clarifies the urgency of a Slack message, whether it's a high priority ASAP need, just an FYI with no action needed, or somewhere in between with a response needed in 1 or 3 days. Check out this blog post, posted today, for more on this and other ways we're working to improve Slack with Guru. As always, thread your realted ideas and suggestions here for the benefit of all! :handshake::heart::rocket: Have a great rest of the week!
Is anyone here using the Ticket Linking feature (for Zendesk), and can you share any wins or challenges you've had? We just completed a test run with a small group of our Japanese language agents, and I'm gathering data and feedback to see if we want to roll this out team-wide. Would love to hear others' experiences (both as an admin or manager, or an agent!) so I know what to look out for and any cool things you've done with the data!
Is there a way to see how often the "Z" button was clicked to copy an article link when someone has searched in the sidebar? They don't have to view the card to copy the link and I'm trying to determine engagement with that. Users will not necessarily filter for the collection so I can't count on that option in the analytics.
For folk who didn't catch last week's Guru Deep Dives, we heard from a few different Collection Champs at Guru about how they organize their department's Collections. Check out this clip where Emily Nguyen walks through the Marketing Collection: https://getguru.wistia.com/medias/hn10ks6tom
:wave: hey everyone, happy Friday. Quick question for those using Slack Reacj channeler. I'm trying to find a good workaround for the limitation on using the same emoji for different channels/purposes. I'm assuming most people are creating a different emoji for each purpose , is this the case or do you have any other suggestions? I really like the Guru brain emoji, and I wish I could keep using that consistently across the different channels.
:wave: Hey Guru Sales friends! Does anyone have any *recommendations for vendors that do first-time/new manager training*? I want them to have a safe (virtual) space to practice the basics and learn from/connect with others outside of our org. I'm thinking of AMA off the top of my head, but would love recommendations.
Hi all, what tools are teams using for innovation management, ideation etc? Any that play nice with Guru and are well suited to an SME business? Would really like it to handle capture and rating of ideas with the least friction possible, perhaps also measure / assess the value of them, but doesn't necessarily have to facilitate the project management aspect of seeing the development of an idea through to completion.
Hi friends! I was wondering if an SOP exists for a best practice on "*How to write a good Guru Card*". In short, we are running into a situation in which employees are creating cards and just throwing links to other documentation within the card without clear explanation of what that link even is in the first place. Thanks!
have you guys ever thought about implementing a bulk upload feature via csv? for instance, we just launched a new product and have tons of FAQ's that we are putting in one by one. i would love to have been able to put those in a sheet and upload. i could then fill in the context if necessary. this also came up with our CSM team. they all worked as a group to put together plays for objection handling but they were all built together outside of guru. so they then had to put them in guru but wished to be able to bulk upload
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