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Q&A

Ask and answer questions about all things Guru and knowledge management

  • 497 Posts
  • 1,557 Replies
497 Posts
Abbey Florence
Abbey FlorenceSmart Cookie
asked in Q&A
Guru Invitations

We're about to rollout the product to our team and plan to use the native Guru invitation format. We see that you cannot hyperlink text in Guru invitations but had been inserting the full URL as a work around (something like “Contact Abbey Florence at chieffaa@newschool.edu with any questions”). However, the system has started inserting a space before the extension in every URL string. So in this example, it breaks “chieffaa@newschool.” apart from the “edu” for some reason. Is that supposed to happen? Is there a workaround? Thanks!Abbey 

1
Marie Frei
1 year ago
Gan Zhi Hong
Gan Zhi HongKnewbie
asked in Q&A
Option to publish the knowledge base externally?

Meaning the entire base is only accessible by invited teammate?I am looking for solution to build Customer support online manual.

1
Marie Frei
1 year ago
Ayat Abu Sini
Ayat Abu SiniKnewbie
asked in Q&A
How do I get notified on my announcement?

Hey guru Community?I would like to know the general rule of announcement notification. Is it available via Slack, email, and chrome extension? I didn't receive an email for the announcement, but some of my teammates did - Slack is the only way I get notified or I can see it in Chrome. ThanksA

1
Marie Frei
1 year ago
Steph Schulz
Steph SchulzKnewbie
posted in Q&A
Internal (k)newsletters - how does your team share knowledge news and updates?

Hey everyone! I’m curious to know how your companies use internal newsletters, specifically for sharing knowledge news and updates.On my end, we have started a Knewsletter using Guru Announcements for our Support team to keep them apprised of product and operation news/changes, new Guru cards, action items, and celebrations (anniversaries, events, etc). We also include a “⚡️Fast Fact” which is a quick, 2-4 sentence info bite about topical product info or workflows.Initially this Knewsletter was bi-weekly, but we saw engagement drop so we’re looking to switch things up, as stuff changes fast around here and it’s important for the team to keep up-to-date. As we’re re-thinking the Knewsletter, these are top of mind:Moving to a monthly cadence Scheduling time for the team to read it  Improving the look/formatting Any thoughts on how to best deliver news/updates? How are you maintaining engagement? I’d love to see examples of what you find works well to keep the team in the know.  Thanks! �

2
Steph Schulz
1 year ago
John Trickett
John TrickettKnewbie
asked in Q&A
Multiple Companies

We operate 12 businesses, as such we have teams that operate in each business from a sales and operations perspective, yet also have teams that operate across multiple businesses such as finance, HR, IT, Health and Safety, Management etc.What would the best practice be in this case for structuring our collections and groups?

1
Marie Frei
1 year ago
Linda Moore
Linda MooreSmart Cookie
asked in Q&A
Does anyone experience the Announcement email notification going to spam?

Is there a best practice to prevent the Guru Announcement notifications from going into spam?

3
Erica G
1 year ago
Reba Mitchell
Reba MitchellSmart Cookie
asked in Q&A
Backlinking for embedded content?

Hi! Is there a way to check within Guru where cards are embedded? Our use case is for Guru cards embedded into Workramp. When a Guru card changes, we want to be sure to double-check the content in the places where that card is embedded to make sure those workflows still make sense. I don’t believe this is a feature, but I thought I’d check. Thanks! 

1
Marie Frei
1 year ago
Linda Moore
Linda MooreSmart Cookie
asked in Q&A
What's the different between "archiving" and "dismissing" a question?

After addressing questions from the “Ask an Expert” feature, I see two options to either Archive question or Dismiss.  Is there a difference between the two actions?   What is best practice if you want to make sure you have access to questions/answers for historical reference but would also like to clear out your inbox?Example 1: Clicking the red X in the “Questions - Inbox” prompts you to “dismiss” :   Example 2: Clicking the “Archive question” at the bottom of the open questions page: 

2
Linda Moore
1 year ago
Lynn Miller
Lynn MillerSmart Cookie
asked in Q&A
Comment reactions??

When I hover over a comment reaction, I can’t see who reacted. Am I missing something? And while I’m thinking of it, is there a way to get notifications about reactions to comments?

3
Marie Frei
1 year ago
Devon O'Dwyer
Guru Employee
Devon O'DwyerGuru Senior Product Specialist
asked in Q&A
How does your team use Knowledge Triggers?

Hi everyone!I'm curious to hear how does your Guru team use Knowledge Triggers? What questions do you have about our Knowledge Trigger feature?Knowledge Triggers can be used to surface information using the Guru extension over specific webpages. On the Support team, we use Knowledge Triggers in a few different ways:Logging Bugs: We have a Guru Card that outlines how to assign a bug based on our internal engineering system When we are over app.shortcut.com, we surface that Card automatically in the extension for easy access, no search required!  Customer Conversations: When using Intercom, our chat platform, we use Knowledge Triggers to surface information about the tags that we use to keep track of customer conversations  I'd love to hear how your team uses Knowledge Triggers or answer any questions you might have about the feature!You can also watch this Deep Dive session on Knowledge Triggers for some more examples. 😄

5
Kendall Sipp-Paris
1 year ago
Gabriela Boska
Gabriela BoskaKnewbie
posted in Q&A
How does your team use Ask an Expert?

We’re trying to think of ways to implement the Ask an Expert feature. We tried in the past but it failed because we hadn’t thought the process through. We’re very heavy on using Slack but obviously, Slack doesn’t lead to creating Guru cards and thus, valuable information gets lost in the slack noise.I’d love to speak with someone who has implemented the feature and the company has adopted it to avoid reinventing the wheel and making the mistakes we can avoid.Anyone would be open to talk and walk me through their steps?

4
Jon Saft
1 year ago
Richard Friedland
Richard FriedlandKnewbie
asked in Q&A
Trying to figure out the best way address all comments in the org on a regular basis, any ideas?

When looking though I didn’t find a way to parse all the comments made on all cards in all collections for a given time frame. As a Guru admin, I would like to be able to ensure that all comments that were made in a given time frame were seen and addressed (both resolved and open). I may have missed it when going through the options and documentation. Please do let me know if I missed it or have any ideas for a workaround (maybe an email filter or using the API). Thanks in advance! 😃🙏

7
Jacqueline Hill
1 year ago
Lynn Miller
Lynn MillerSmart Cookie
asked in Q&A
Forcing Slack Notifications

Is there any way to know how many of our users have Slack notifications enabled or somehow only allow Slack notifications for our users? Our organization doesn’t use email unless interacting with clients and external stakeholders and if our users don’t make this change, it is a given they will overlook some important announcements. We are using SCIM in Okta, if that makes any difference???

1
Marie Frei
1 year ago
Lynn Miller
Lynn MillerSmart Cookie
asked in Q&A
Code blocks in lists

In some of our documentation, we have code blocks that appear in lists/numbered bullets, but I don’t think that is an option in Guru. Is there something I’m overlooking? A workaround? Or something that is on the roadmap?

1
Marie Frei
1 year ago
Leah Colatosti
Leah ColatostiKnewbie
asked in Q&A
Pasting Text with Formatting from OneNote?

I’m trying to copy and paste information from OneNote into various cards in Guru. When I do a regular copy/paste, it inserts an image of the text box, not the text itself. I can do a Ctrl+Shift+V to paste without formatting, which at least inserts as plain text. However it removes any bold/text color, which is cumbersome to go back and re-add. Does anyone have any helpful tips for copy/pasting text into a Guru card?

1
Marie Frei
1 year ago
Reba Mitchell
Reba MitchellSmart Cookie
asked in Q&A
Embedding a Look in Guru

I’m attempting to embed a Looker Dashboard and/or Look into a Guru card. I’ve followed the steps in this Looker page, but I only get a blank screen after the user signs into Looker via the embed prompt. Has anyone had any luck embedding a Look into Guru? 

1
Marie Frei
1 year ago
Alex Helton
Alex HeltonKnewbie
asked in Q&A
Fun or beautiful card layouts? It's for our newsletter

I’ve been looking at templates for hours. All the templates are for very purpose-driven communications. My team of designers wants to make a beautiful internal Newsletter and I’m trying to push for a Guru card instead.I want to show them what can be done -- and without too much custom code because I also have to do this work. Anyone have something elegant yet also engaging they can share so I can convince visual designers to not overcomplicate this? Again, these are designers who make beautiful things. Also, my thinking is that the email announcement that drives to Guru could be animated or something… let’s get those clicks into Guru! lastly -- thoughts on this idea:  we just create one Newsletter card and update it monthly, adding to the top, instead of “issues” for each month… thoughts on that?

3
Catherine Vendryes
1 year ago
Craig Lloyd
Craig LloydKnewbie
asked in Q&A
Is there a way to change the verifier of a card without automatically unverifying the card?

Hello! We had a situation come up where a team verified a set of cards, but told us afterward that the verifier should be changed to someone else going forward.From my experience, changing a verifier will automatically unverify the card. I would rather not undo this team’s work of verifying these cards once I change the verifier. So I’m wondering if there’s a way I could change the verifier but keep the verified status on the cards.Thank you!

1
Marie Frei
1 year ago
Siobhan
Siobhan
posted in Q&A
How do you monitor your Guru tags?

How do you keep an eye on tags as people will definitely add new ones? I don't see a report that will show tags added in last X days or tag added by Y user. We've redone ours and even though we're going to ask folks to not add new ones, they probably will if they don't see the one they want :slightlysmilingface:

7
Marie Frei
1 year ago
Elliot Shaw
Elliot ShawSmart Cookie
asked in Q&A
Tag Manager: Selecting Multiple Tags

We love creating cards in bulk using a spreadsheet. The latest collection has over 1300 individual cards that were created in bulk, with several shared tags.On the flip side, we love tags, but were curious if the ability to select (and delete) more than one tag at a time would be a feature coming? Selecting each individual tag and then deleting them, or moving them one by one is a bit cumbersome.

1
David MacVicar
1 year ago
Mark Alcarez
Mark AlcarezKnewbie
asked in Q&A
Reassigning cards to another employee

Is it possible to bulk reassign cards to another person, and keep the verification dates the same? For example, we have a Guru Admin. That person has about 100 cards assigned to them and we want to transfer ownership of them to another person. How can we do this in bulk, and keep the verification dates as is?

1
Mark Alcarez
1 year ago
Caroline Krueger
Community Manager
Caroline KruegerGuru Technical Support Team Manager
posted in Q&A
Managing your Guru notifications

Hey everyone! Caroline from Guru Technical Support here 👋 I wanted to talk a little about managing your Guru notifications today! Guru will send you a notification whenever someone requests that you verify a Card, tags you in a comment, sends you a Knowledge alert, and more - full list here. Below are a couple of tips on how you can manage these notifications to fit your needs.  Get notifications via Slack/MS Teams: Instead of receiving notifications via email, you can opt into receiving notifications in Slack or Teams instead. This means you can seamlessly keep tabs of Guru happenings without leaving your workflow.  (In Slack) Get verification notifications at a specific time: Our Slack integration allows you to set up a reminder of your verification queue on a regular basis that you specify. For example, I set up my Slack integration to ping me every Friday afternoon so I can wind my week down by working through my verification queue! Use Zapier or Workato: If you want to get more n

3
Marie Frei
1 year ago
Reba Mitchell
Reba MitchellSmart Cookie
asked in Q&A
Links won't paste into Guru correctly

Hello! A couple of my teammates have noted that when they attempt to copy/paste content into a Guru card, it won’t paste the most current thing they’ve copied. I’ve noticed this happen when I have specific programs open in the background (namely Notion), but I’m not sure what is causing it otherwise.  The workaround they’re using is to copy a link from elsewhere, paste it into a blank note, and then recopy/paste it into Guru. Has anyone else run into this? 

4
Reba Mitchell
1 year ago
Lynn Miller
Lynn MillerSmart Cookie
asked in Q&A
Image links/files on deleted cards?

Hi all - we are trying to prepare to have a process in place if pii data needs to be deleted (if anybody has any best practices, we’d love to hear). But our bigger question is that when we delete cards, we see that the image file link still exists. Can we get some clarity on when cards are deleted and what happens to files/images/etc that are associated with the card?

2
Lynn Miller
1 year ago
Gabriela Boska
Gabriela BoskaKnewbie
asked in Q&A
Reassigning cards verification when employee leaves

I”m wondering what’s the process for reassigning cards verification when an employee leaves the company or their account is deactivated due to a longer leave? Is there an automatic process running in the backend? Can it be changed or adjusted?We’ve seen cards being assigned to a collection owners’ group for verification but we try to avoid having groups as verifiers for the lack of accountability. It would be ideal to assign it to a manager, for example.

1
Gabriela Boska
1 year ago

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