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Q&A

Ask and answer questions about all things Guru and knowledge management

  • 540 Posts
  • 1,644 Replies
539 Posts
Siobhan
Siobhan
asked in Q&A
What notifications does the Slack notification schedule refer to?

Does the "daily, weekly, weekdays, etc" options here only refer to Card Verification notifications or to ALL notifications, such as KAs, comments, etc? https://intercom.help/getguru/en/articles/4681226-managing-your-guru-notifications-in-slack

192
Siobhan
Callie Rojewski
Callie RojewskiGenius
asked in Q&A
How do you use Guru to support product enablement?

Hey everyone! Curious how you use Guru to support *product enablement*. `Do you have go to cards that support the process of feature development, release, enablement, and updates?`  We'd love to see some examples and learn more about your process! We're looking for new templates for the template gallery and stories to feature at the next Guru Deep Dive on March 4th. :spiralcalendarpad:

314
Callie Rojewski
Callie Rojewski
Callie RojewskiGenius
asked in Q&A
Do you have go-to Cards for product enablement?

Hey everyone! We're looking to make the Guru Card Template Gallery even better by adding a new round of customer templates, specifically to support *product enablement*. `Do you have go to cards that support the process of feature development, release, enablement, and updates?` We'd love to see some examples and learn more about your process!

233
Shona Fenner
Siobhan
Siobhan
posted in Q&A
I know that it's possible to pull linked Zendesk tickets via the API. Has someon..

I know that it's possible to pull linked Zendesk tickets via the API. Has someone done magic with a Zap that can get linked ticket IDs sent to a Google Sheet? This is slightly out of my wheelhouse so I'm not even sure of the right questions to ask around this. I'm thinking of trying to gather reports of user feature requests in a Guru card and link the relevant tickets. It'd be great if the linked tickets were viewable right in Guru, but I still think that's not possible?

277
Siobhan
Chrissy Sebald
Chrissy SebaldKnewbie
posted in Q&A
What's your favorite tip you share with new Guru users during onboarding?

Happy Thursday everyone! I'd love to know: *What's your favorite tip or trick to share with new team members during onboarding to help take them from Guru novice to Guru pro?*

283
Chrissy Sebald
Kaitlin Warren
Kaitlin WarrenScholar
asked in Q&A
If you click "discard draft" is the draft Card saved somewhere?

If, theoretically, I were to have accidentally clicked "discard draft" rather than "back to editor," is there a chance the card in progress is temporarily saved somewhere? :seenoevil:

2997
M
J
Jessica Saranich
posted in Q&A
What is your company's post COVID strategy?

Hi everyone! :mega: I'm curious about your company's post COVID strategy. Have you transitioned fully to a remote-first style? Or did you go for a hybrid model? OR, are you requiring employees to return to the office - if so, what target date have you set for a return to office?

512
Renee Osgood
Kaitlin Warren
Kaitlin WarrenScholar
asked in Q&A
Is there a way to upload multiple images at the same time to a single Guru card?

Is there a way to upload multiple images at the same time to a single Guru card?

617
Kaitlin Warren
A
Amelia Estrich
posted in Q&A
How can you use Guru with Monday.com?

:wave: Hey folks! Looking for any advice or guidance on how to use Guru with monday.com so the tools complement one another rather than cause confusion about where to document what. The fact that the two don't integrate (to my knowledge) is a bit of a stumbling block for us so far.

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J
A
Amanda LabbyScholar
asked in Q&A
What rules do you use for sending our Knowledge Alerts?

Does anyone have a rule of thumb or workflow they'd like to share for sending out & following up on knowledge alerts? I sent out a knowledge alert on one card on day 1, then sent a reminder for three workdays in a row, and the KA read rates are still pretty low (56%). We're newer to Guru, and this card is to inform a few teams about a pilot we're starting for Guru, so higher readership may come with time, but I'd love to know what works for you all

396
A
Charles Derupe
Charles DerupeKnewbie
asked in Q&A
Does anyone have a job description for a Knowledge Manager?

Hey gang! Does anyone have a JD specifically for a Knowledge Manager?

577
Charles Derupe
Alex Armstead
Alex ArmsteadSmart Cookie
posted in Q&A
How does your team use Confluence and Guru?

Would love to learn more about other companies that use both Confluence and Guru successfully. We operate both products and are finally evaluating guidelines for what information should be stored where. • Which teams are operating in each platform? • What guidelines are there as to where information should be stored? (i.e. product vs. business information) Some added context: • Moving completely off Confluence *is not* in consideration • Only 50% of our org has Guru licenses - an output of our planning is a recommendation re: additional spend for full company licensing.

9410
Mirna Lessinger
Ivan Ramirez
Ivan Ramirez
asked in Q&A
How can I solve this issue with viewing permissions for videos in Guru Cards?

*Question:* I am having an issue with viewing permissions for videos. I have all our videos hosted in a shared drive in Google Drive. Those users that are part of that shared drive can view the videos in Guru just fine. However, those that are not in that shared drive are unable to view the videos in Guru. I really don't want to give everyone access to that shared drive as it becomes overhead for us. Is there a way for us to solve this without having to give all Guru users access to shared drive or having to make the links public?

391
Callie Rojewski
Zev Zoldan
Zev ZoldanScholar
posted in Q&A
Do any of you use Guru to manage paid time off?

It's snowing here in my small town of NYC! Do any of you guys use Guru to manage PTO or snow day SOP? If so, curious if you use a Knowledge Alert to send it on the day of, or if it's something people just float onto?

226
A
Ashley W.
Ashley W.Knewbie
posted in Q&A
Here is a way for non-Guru Admins to manage their own Guru Groups.

*TIP: We found a way to enable non-guru admins to manage their own Guru groups.* Guru groups must be controlled by Guru admins, however you can enable individuals outside of the administrators to do so by using Okta AND Google groups. For example, at Strava we have several Google groups that we give group owners control over. They add and remove members from their Google group as they need. We then can have our IT team send that Google group over to Okta and then to Guru as one of the synchronized groups. Any time a person is added or removed from the Google group, it updates Guru without Guru admin intervention.

401
Zev Zoldan
Ian Link
Ian LinkScholar
posted in Q&A
How can you use Jira and Guru together?

does anyone have any suggestions on how to use Jira and Guru in conjunction with each other, so as to replace Confluence? I don't see any integration or connectors.

878
Mary Houston
A
Anonymous
posted in Q&A
Cross posting here - does anyone else who uses Guru for saved Support/CX respons..

Cross posting here - does anyone else who uses Guru for saved Support/CX responses have tips to share with @siobhan?

154
Siobhan
Zev Zoldan
Zev ZoldanScholar
posted in Q&A
What did you learn over the course of the last month and this new year with your team and Guru?

And we're almost at the end of the first month of 2021 (sounds scary, I know)... wanted to start a quick thread to get a feel: What did you learn over the course of the last month and this new year with your team and Guru?

2015
Gabriel Ginorio
Callie Rojewski
Callie RojewskiGenius
posted in Q&A
Here is a post on the Guru blog about internal communications flow!

Loving this post by @jsoffa that just came out on the Guru blog! I know all teams struggle with their own versions of internal communications "noise" - notifications, pings, information overload all around. Guru, especially last year, had to take a closer look at our communications norms to improve the way we shared information and collaborated. As with any good process - the core problem, the why, and experiments to test a solution had to be put in place! Full story here. Curious - what specific Guru cards or processes allowed you to combat information overload for your teams this year?

185
Gabriel Ginorio
Allie Sokoloff
Allie SokoloffSmart Cookie
posted in Q&A
Do you have best practices for presenting large amounts of material in a Guru Card?

Best practices for presenting large amount of material that is housed on a Guru card? I want to avoid copy/pasting it into a powerpoint, but I find the Guru card isn't always the easiest to read when presenting on a large screen. Any best practices here? Curious how Guru presents the material for lets say a new product roll out when you have a lot of material in a card you need to showcase and speak to?

12113
Allie Sokoloff
Meir Rotenberg
Meir Rotenberg
asked in Q&A
How can you use Guru and a customer help website?

Hi, we're a guru org and I would love to use guru to power our customer help website. Is there an easy way to do this with Guru? And/or what does the team at guru do to power https://help.getguru.com/ ? Some context: • We use salesforce for our CRM • We currently use salesforce for our customer support ticketing • We currently use salesforce knowledgebase for our help site but IMO it has a terrible UI (internal and customer facing), is not easy to manage, and has poor search functionality. Appreciate any suggestions related to this on how you might handle or what you might suggest here :pray:.

1585
Mary Houston
Zev Zoldan
Zev ZoldanScholar
posted in Q&A
How does your team use Guru and analytics?

Happy Hump Day! Question for y'all: We don't use the Analytics tab as much as we probably should, and want to know the best way to dive in. While this is an open-ended question, curious how you and your team use Guru's Analytics feature. What do you look for most? Card usage? Team usage? :add-to-guru:

536
Callie Rojewski
Allie Sokoloff
Allie SokoloffSmart Cookie
posted in Q&A
How do you use Guru to manage a new hire's onboarding schedule?

HI! Does anyone have examples of how they used cards to manage a new hires onboarding schedule? (I searched Slack and found all of your amazing onboarding lists - but nothing that looked like an agenda). I was using the table, but with the limited functionality it doesn't look as pretty as I had hoped :wink: Hoping there is a better idea out there!

9724
Graham Anenberg
Deborah Sanderfur
Deborah SanderfurSmart Cookie
posted in Q&A
What is your favorite sales enablement resource?

Hi all! I hope everyone is having a productive end to 2020 and ready to come back next week refreshed! :sparkles: As we get ready to start the new year, does anyone want to share a favorite sales enablement (or sales methodology) book, podcast, or resource for professional development? :fireworks: :calendar: :books:

191
Katie Vermilyea
Diana Simmons
Diana SimmonsKnewbie
asked in Q&A
Images not coming through when card content copied?

Hi everyone and happy holidays!! Quick question for you -- just found out (like 5 minutes ago) that images I saved in Guru cards to send to clients in Intercom are not transmitting through to the client. :grimacing: Wondering if I should be uploading images in a different manner or is there something else I should know to ensure our saved message images will go through via Intercom? Thanks a bunch!! And no rush - this can be dealt with post holiday for sure :+1:

394
Diana Simmons

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