Ask and answer questions about all things Guru and knowledge management
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How do you clarify what product information is meant for internal use only vs. what can be shared with customers?
Hey Guru community! How do you structure and utilize Collections, Boards and Cards to separate internal knowledge vs externally sharable information, specifically when it comes to product and feature information?At Guru, we have a feature breakdown card (template up for grabs here) where we specifically note "can we talk about this" and "how to talk about it".What other techniques do you use to organize, structure and create distinctions?@Brianna Zoffka (Carta) @Renee Osgood (Ceros) @Cynthia how does this show up for your teams?
Hey everyone!Some teams like to restrict Author-level access to SMEs only, but are then faced with a challenge of closing knowledge gaps for end-users. Frequently these teams have a system for end-users to request new knowledge. I’d love to learn about some of the ways your team is approaching knowledge requests. How does your team request new Cards be created? Here are a couple ways I’ve seen: Use Ask an Expert with specific Expert Groups assigned for specific content areas Create a “Drafts/Sandbox/Knowledge Requests” Collection that grants broad Author access to the team. Populate the Collection with Board Groups and Boards broken down by department and/or content areas. Educate the team on how to submit (could create Cards in Guru and/or create Cards from Slack/MS Teams to help better capture informal knowledge sharing). Establish a review cadence with SMEs to review submitted content before using Card Manager to transfer approved and finalized Cards into the appropriate Colle
Hey everyone! As you may have seen, this month’s Guru Deep Dive is all about Knowledge Councils. A Knowledge Council is a group of representatives from each of your teams that is using Guru. This Group will meet regularly to maintain Guru at the highest level and ensure it is serving the needs of each department. Knowledge Councils are a great way to distribute ownership to manage and maintain Guru over time, but it can be a challenge to rally the troops and keep folks engaged. What challenges do you have when it comes to creating and managing a knowledge council? What would you want to learn more about? If you are a part of a knowledge council, what tips would you give to others looking to create their own council? Check out the recap of our Deep Dive on building a knowledge council and share your additional tips and questions below!
Hey everyone, happy Monday! Are you organizing your Guru goals for the week? Let’s support each other! Share one Guru goal you are working towards below. ️ Chances are someone in the community is working towards the same thing! Need Ideas?If you’re looking for some Guru goal inspiration, consider focusing on building an internal knowledge council. A knowledge council is a group of representatives from each of your teams that is using Guru. This Group will meet regularly to maintain Guru at the highest level and ensure it is serving the needs of each department. Tackle these Knowledge Council goals week:RSVP to the Guru Deep Dive featuring Guru champs and community members @Grace Taylor and @Deborah Sanderfur , Sales Enablement leads at Dataiku and Articulate Read this help center article to learn how to set up a knowledge council Get inspired by the North Star. This white paper describes the knowledge-driven culture opportunity, and what lies on the other side of knowledge council ef
Hello Guru Community 👋I've been talking to fellow product marketers about how to approach competitive intel and I wanted to ask how are other Guru users organizing and maintaining their competitor battle cards?We've been talking about how to decide which competitors merit a full analysis, when to make a battle card for a category (vs. updating a large number of company battle cards), and the role of competitive intelligence platforms in the process. For example, part of our process at my last company included embedding Crayon reports into Guru cards using iframes so sellers could have up-to-the-minute info on a specific set competitors. @kelly I know you were talking about Crayon+Guru several months ago in the Community--would love to know how it’s going! At Guru, we’re working towards organizing our competitor materials by category. Here’s a peek:Square has provided a great battle card template that you can download and useI'd love to hear from folks here how they are tackling this a
Hey everyone 👋🏻, One of the most successful ways to create change within an organization is to create urgency and communicate that urgency. How have you created a positive sense of urgency at your organization to get things done, for example, rolling out Guru? Any fun, unique methods that made the change really stick?At Guru, we follow the Rule of 7: people need to hear something 7 times for it to stick. Therefore, our internal comms strategy is multi-channel when we need to to communicate big important changes.We leverage: Guru Knewsletters via Knowledge Alerts Slack announcements channel with links to Guru cards and Loom videos Virtual Town Halls Team Meetings, 1:1s, etc. These Guru Card templates can help if you're looking to improve your process: 12+ Change Management Templates Template: Noom's Weekly Team Announcements Postscript's Revenue Team Newsletter Template How have you approached communicating big changes at your company? How has Guru been able to support that
Hi,I have a user who made changes to a Guru card for which I am the Verifier. In short, the changes made by the user are wrong, and they have virtually re-written the card to be incorrect. I want to use the previous trusted and Verified version of the card, and reject the changes. I do not want to have to rewrite my entire card from scratch!How can I reject/revert the change to the previous version? Thank you!
Hi Guru team, A fun bug for you!If I set a guru card to Restricted access (to which I have access), and then link to it from another Guru card, the link appears as “invalid guru card”. If I click it (left-click) it tells me it is invalid/doesn’t exist. If I right-click and open in a new tab, it resolves the URL and I can access it :)To replicate:Create a Restricted guru card, as the author (I have full access). Create another guru card, and link to the Restricted card.
Hi all- hoping for some advice from the community for anyone that currently uses CS platforms like ChurnZero, Gainsight, or Totango! We are onboarding ChurnZero, will help our CS team automate a lot of our playbooks, automatically serving up what steps to take, resources to share, etc with customers when certain behaviors or actions are detected. We currently have all of these resources living in Guru. My initial vision is that this content will be migrated into ChurnZero as to inform our automated “checklists”, but will refer back to Guru for more detailed information (such as call scripts to follow), and Guru will also have the high level information of what is in ChurnZero. However, I’d love to hear from any one that currently uses platforms like these, and how they have the two setup to compliment each other. Thanks!
Hey everyone, happy Monday! Are you organizing your Guru goals for the week? Let’s support each other! What is one Guru goal you are working towards? 🗒️ Chances are someone in the community is working towards the same thing! If you’re looking for a place to start, here are some quick wins: Review how to use Card Manager to perform bulk actions (great for clean up) Take a Guru Academy course Improve your use of Guru for Product Enablement, Internal Comms, and Onboarding by reading these implementation guides Start a conversation in the Guru community to get feedback on your current Guru initiatives!Drop your goals below, and let us know what questions you have!
Hey everyone! How do you use Guru to collaborate with other departments? Being on Guru’s Technical Support team, I work closely with many different departments (engineering, sales, CS, etc.) and it’s so important that we all have access to the information we need to stay on the same page. This quarter, I’ve focused on creating processes for our Revenue teams (AMs/AEs/CSMs) to follow when they collaborate with our Technical Support team on customer issues. Our Support team uses Intercom and as of right now, we don't have a set process in place when our Revenue team members escalate technical issues to our team. This can lead to a bit of confusion across our teams. There’s a few different ways I’ve utilized Guru to create this process: Break up content so it’s easy for others to read: I’ve created a Guru Card with bulleted steps, tables, and dividers to document a well-defined process that’s still easy to read and understand. Here’s an example of a table I've inserted to break up the Car
Hey everyone! Let’s set some intentions for the week and support each other. What is one Guru goal you are working towards? 🗒️ Are you focused on updating your tags? Managing your verification queue? Setting up some Guru automations perhaps? Chances are, someone in the community is working towards the same goal. If you’re looking for a place to start, here are some quick wins and workflows: Take a Guru Academy course Read about Best Practices for Improving Search Learn How to Build a Tagging Structure Create a workflow to accelerate onboarding → Invite User to Group Authoring Slack Channel when they are Added to Group in Guru Create a workflow to maintain your trust score → Add unverified Guru cards as Asana tasksDrop your goals below, and let us know what questions you have!
I have a question about the “usage” performance metric, referring back to this Help Center article: Evaluating Performance AnalyticsUnder “Understanding the Data › Guru usage”, it says:Here, Guru usage is defined as viewing or copying a Card while a ticket is open. This is not specific to AI Suggest; it represents all Guru usage over support conversations. So am I understanding this correctly, whenever I have a ticket open on Intercom in one browser tab and any Guru Card in another tab, that counts as usage in a support conversation?I’m trying to find out how relevant that data really is. So in my example, I could have been viewing a Card on whatever topic on Guru while my Intercom tab with that conversation was still open, and Guru would count my viewing of the Card as support usage?Sorry, likely missing something and a bit confused, appreciate any advice…
Hi,Following the deep dive session on “When (and when not) to make knowledge hires” I attached a model of the knowledge manager role.Knowledge manager is an interdisciplinary role and combines skills from different fields. It is not just about content, but much more. The uniqueness of the role is the combination of 4 main categories:content/ knowledge management system characterization & implementation of knowledge flow processes in the organization Journey partners Socialization and communicationThose 4 categories are connected by the Core of the organization.I used the word “mapping” in the name of the model because for me it offers countless suggestions on how to create knowledge solution, there isn’t one solution. The model frames the knowledge organizational landscape for us to work in.For now I see Guru mainly in the content area and the great challenge for best implementation is to connect it to the other 3 categories.I hope you find it useful.Here is a link to the original
Hey everyone! How do you all create processes and workflows to share customer learnings across your internal teams?On the Support Team at Guru, we have a few ways we've done this. I'd love to hear any other tactics you all use to share knowledge within your teams! A bi-weekly Support Knowledge Exchange Every other week during our team meeting, each team member documents a short reflection and learning on a recent customer interaction they had. They document these stories in a Guru Card using a template. Below is an example of our template Card that each team member uses: In our live meeting, the team member presents their Card and shares out their story. We spend a few minutes as a team listening and asking any follow-up questions. As a team, we emphasize any key takeaways that the team member took away from the interaction. One key action item is using the customer interaction to update any documentation or tweak any internal processes. These Cards all live with
Good morning! 👋 How does your team keep track of customer insights in Guru? After you've compiled these insights, how do you share them across other teams?Here at Guru, we have a Technical Support Collection for our Support team. Within it, we have a Customer Insights and Support Data Board. This Board includes the following information: A Card with our Support Data Strategy: this is our north star of how our Support team uses insights at Guru A Section with how we track customer-facing insights: this includes the tagging conventions we use and different resources that we pull data from Multiple sections with our data insight data: Using our embed tool, we create Cards with both Google PowerPoints and Google Sheets for each asset that we've used to present our data findings to other teams inside of Guru. In this way, we have a record of our past data, and the data is accessible to anyone when they need it! 🙌 You can take a look at how we organize this below:How do you and your
Hi everyone! How are you all moving organic Q&A convos. that happen in Slack, Teams, etc. into Guru? How is your process working? Would love to see some examples!Here at Guru, we know that work is easier when the information you need is searchable so we want everyone across all departments to feel empowered to contribute to our knowledge base.Earlier this spring, our support team restructured our Product FAQ Cards, resulting in a brand new Product Q&A Collection. There are two main benefits of this new Collection 1) it is easier than ever to search in and 2) everyone has author access, meaning everyone can contribute! 🧠A great way to source new Cards for this Collection is through our #product-questions channel in Slack, which is where people can ask questions about our product that they can not find in Guru. Our goal is to make this process simple while ensuring that these Cards are accurate and maintained going forward. Below is the Card we shared with the simple set of inst
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