Q&A

We noticed the browser extension UI was updated today that gives visual priority to tags over card content when using the extension in Chrome. Given how we have configured our instance, tags are not as important as a content preview. Historically our team was able to see the first few lines of a card without hovering over the card - now they are not able to see any card content until they hover over a card (which shows the top six lines). There have been a few UI changes over the last few months (most of which have caught us off guard). Are there plans to release these with more notice or perhaps on a more set cadence? To take it even further is there a means of disabling/reverting? Change management is a big part of what we do and as our product changes, managing changes for the tools that help us do that becomes increasingly challenging.

Has anyone figured out a way to create a Guru card that displays a company or dept. org chart? I don't see a template for this. Just curious if others have tackled this successfully. Unfortunately, the org chart tool that our HR/Finance software (NetSuite) provides is awkward and doesn't provide iframe code for embedding in a Guru card.

is there a way to share out a group of guru cards publicly at a board or collection level or can you only create individual links for specific cards and share those?

Hello! I’m passing this feedback along on behalf of one of our agents:    What is the problem? “Guru Link Copied” removes the ability for users to see card preview in extension (photo below)  Steps to recreate:  Open extension  Click the “copy link” icon in any card > black background and “Guru Link Copied” text replaces the card preview  Wait about ten seconds  Click the black background and “Guru Link Copied” text > preview appears to left of the extension  Option to click preview to see the card  Who is it a problem for? Guru searchers  How do you solve the problem today? Waiting ten seconds s

Hi there, I’ve been considering using Guru to replace our internal weekly email newsletter. Content and analytics-wise a card seems to work but one of the reasons we love the email newsletter is because it can be read easily on mobile by team members who travel regularly. Does anyone know if there is a way to send an email that displays the Guru card contents in the body of the email? We use an integration with Okta so many employees cannot open the Guru cards themselves on their phone. Thanks,Catherine

Howdy team, I was trying to reorder some cards within a section, and I can’t seem to do it anymore it appears that the UI for dragging and dropping cards from one location to another also seems to not be working for me anymore either so I’m having to go:to a section » Add existing card » search for the card » go to the original card location » remove from existing boardIt’s so many extra steps as opposed to the ol drag and drop. I just don’t know if this is a me problem or a wider problem.Is there a generic sort feature that I’m just really not seeing 😂

Does anyone know how to get videos to play in the Guru mobile app? Issue - In the Guru mobile app it was noticed that the videos that are embedded are not playing.  Below is a screen print from my phone (iphone).   Current workflow - We store out videos on a shared google drive, and when putting them into a card, we have been getting the embedded HTML code and putting that into an iframe.  On a computer it is working nice, however a lot of our staff access Guru only from their mobile device.  Current Workaround identified - Put the link to the video into the card as well. Users can click on the link and access the video, however it does not play through Guru so the user has to authenticate through another app.    

Is it possible to create a clone of an existing card?  I am looking for a way to have the same card exist in two different collections and/or boards so that the content is the same and any future edits to either card would be reflected on both cards?

Hi Everyone - QQ regarding Knowledge Syncs - has anybody done one with an app that's not part of the current/official list? Did you use content migration periodically instead? The app we're thinking about is RFPIO.

Hey! What would be really beneficial is being able to use “AND” statements in the Knowledge Trigger setup. For instance, we have different processes for False Positive investigations depending on the product - so we could have have IF Conidition 1 is ProductA AND IF Condition 2 is “False Positive” use this Knowledge Assignment.It would really let us customise and recommend content in specific situations, while the ML learns what to recommend at specific times.

Hi everyone!Our team is planning to clean up and (re)build our tagging structure on Guru. We have trialed a “free-for-all” approach, but found that the tags were too inconsistent, and are looking towards a more purposeful tagging scheme. Currently, we are thinking of using controlled (admin-created) tags to group cards across various collections and boards (ex. onboarding material), and uncontrolled (user-created) tags for alternate search terms.Before getting started, I just wanted to gather some insights into lessons learned / pitfalls to avoid / best practices / examples / experiences of how you have structured your tags and how the implementation and maintenance process has been like.Thank you!

Yesterday, 2/6/23 around 2pm EST our users began losing access to any and all cards. These users are in different localities using different machines and have different titles. None of them belong to any Groups other than the default “All Members”. Adding them to Groups grants them permission to cards and collections those groups have access too, but not the cards open to “All Members”.  We have been working with Guru Support 23 hours and this coincided with an “Edit” update as well as a yesterday File Service Partial Outage. This occurs in the extension or web app, and persists if you send the user a direct URL link to a card they were previously accessing.We have been working with Guru support for about 23 hours but are about to create a group with access to a new card with appropriate permissions before adding our users to it.Presumably we will delete this group later once “All Member” functionality has been restored or we (or Guru) find another solution.Is a

Hi Guru Community,We are in the process of planning our Guru structure so that Authors can begin populating it with data (YAY!). But the Project Team is grappling with how IT Admin will best keep track of the Board Group Permissions which are clunky to review at the board level only. There are a bunch of posts requesting changes to this (and I have upvoted them all! 😄) but in the meantime, I am looking for suggestions for how to stay across this in the meantime. There was a suggestion of a spreadsheet in one webinar I attended but I didn’t ask for a template at the time.I am hoping that one of you might be able to steer me in the right direction or give me some tips to do/not do that you have come across on your Guru journeys.Thanks in advance! 

Hey everyone! Our CX Team is completely re-organizing the content structure of our Guru boards but our company is quite complex… Does anyone want to connect and chat about what worked and what didn’t work for your company if you’ve gone through a similar struggle? Or if you’re super proud of how your company has organized and is using Guru, I’d love to chat about what’s working well for you! 

When I have my Slack notifications turned on, and one of my groups is asked a question through Ask an Expert I appear to be getting duplicate notifications.  Below are some examples.  Is this working as intended, or is there a setting turned on somewhere that I need to turn off? 

Does anyone have a good template for a Job description?

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 

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

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

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

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?

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

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! 

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: 

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?