Q&A

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a Company Knowledge collection to house all cross-functional content/company-facing content.The methodology is now outdated, and I’m looking to source ideas for how other teams/organizations that use a similar strategy have decided to organize their information.I’m thinking of doing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

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

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.

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!

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.

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! :) 

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 

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? 

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!

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-

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?   

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?

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

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.

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. 

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

Can we add a filter in card manager: IS NOT ON BOARD

Hey all!So this is going to be a super random question, but is there any way to edit the actual visibility of the templates? It’s a difficult thing to try to explain, but we have 14 or 15 different templates, one for each of the products that we have support, and they’re all getting used.Our Support Engineers themselves however, only work on a (at most) 2 products, and they can only write into the collections that they work on through the Groups and Permissions that have been set for them, but even if the templates aren’t relevant to that one individual, they still see them.So I guess the TLDR question is, is it possible to tie templates to specific Groups / Permissions, so we can ensure that the templates that are displayed are tailored to that users characteristics.

Does anyone have a fave app that they use in or with guru for brainstorming/concept planning? I'm looking at collaborative mind mapping tools and would love to pick one that's tried and true as well as useful in Guru!

Hey all,I’m implementing Guru for the very first time and it’s so cool but also so  🧠🔨!I’ve set up collections for every department, with an access “group” for department leads, and another group for team members with read only access. For the rest of the org, I’ve not allowed all members read only access in any collections. Therefore, every department will only have access to their team’s collection.I do this so that team leads can pick and choose which boards/sections/cards will be visible out to the org.Is this a good empty state, do you think? Why or why not?

I must be missing something basic here. I’m looking at some questions in the Card Manager that need answers, but I’m not seeing where they were asked. How do you normally find the card associated to a question?

Hello Guru Community!!I’m hoping I can get some suggestions for some online training courses for myself and my team to go through. Thank you in advance!!

We are launching Guru next week and curious about best practices for experts to check questions and cards that need verification? I was going to set the expectations that experts should be checking on Mondays and Wednesday. That might even be overkill but at least there will only be a few day delay at most.

Hello. I was wondering if there is a way to change a specific member of a collection status to something else without having to do it for the other members of the collection. For example, our CEO is a member of the CX collection but when I send knowledge alerts, I don't want them to receive those alerts. I know in order to receive those alerts you have to be an "Author" of that collection, so I want to change their status to something different without having to remove them from the collection. Thank you :slightlysmilingface: