Q&A

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. 😄

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?

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! 😃🙏

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???

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?

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?

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? 

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?

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!

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:

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.

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?

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

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? 

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?

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.

Hey Guru Community! One of the most frequently asked questions that we hear (especially after rolling out Guru or implementing Guru company-wide) is this: how can I increase my team’s usage of Guru? If you’re struggling to get folks to: Search in Guru BEFORE virtual shoulder-tapping Put information in Guru (specifically, the kinda information that belongs in Guru, with optimal formatting)We’ll be diving into this topic on November 18th, 11am PST/2pm EST at this month’s Guru Deep Dive, so make sure you RSVP.   What problems are you seeing at your company when it comes to Guru adoption? What practices have you put in place to try to improve adoption?  If you have solid Guru adoption amongst your team members, how did you get your team to love Guru? Share below, and remember, you are not alone! Here are two posts shared previously in the community you can check out:     Adoption Resources: Help Center Article: 6 Tips to Increase Adoption of Guru

It seems that all users can edit cards - how can we stop this from happening?I can’t work out how to change users’ access levels to prevent them from being able to edit cards.

Hey everyone, hope you are having a great start to another week! What Guru goals are top of mind for you this 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! Guru Goals:Watch the latest Guru Deep Dive on Product Enablement Review how to use Card Manager to perform bulk actions (great for clean up) Improve your use of Guru for Product Enablement, Internal Comms, and Emplotee 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!

Hi all - We’ve been using Guru as our KMS, but we will be sunsetting our current internal comms system (open source that has been integrated with Slack) and using Guru for that in the future. Teams update the company on major initiatives and status check-ins, but sometimes the knowledge doesn’t move out of the announcement itself (in effect, sometimes the internal comms system was treated as a knowledge base separate from the one we were using). We are thinking about using Guru announcements to share newsletters and team updates in cards.  I’m hoping fellow Guru users might provide some insight into how they are utilizing Guru for internal comms:Do most people create a separate internal comms collection and how is that structured? Or are team collections housing those updates? When teams are providing updates, how are internal comms staff encouraging their teams to make sure that any stable knowledge is added into the announcing team’s collection where the other relevant knowledge alre

How can I delete a card template?

What is the best way to add admonitions to our Guru pages? ie: Warning, Note, Hint text block etc? Guru text formatting doesn't seem to have such a concept. :-( Compare that to AsciiDoc for example. Any workarounds for this missing documentation feature?Also, if there is no suitable workaround, could such functionality be added to Guru text formatting? Admonitions are a common thing in documentation.

Hi everyone!We've recently rolled out Guru for our support team, and have used elements of KCS methodology in developing many of our processes. I'm now looking to take the next steps.Does anyone have experience following a KCS curriculum path/certification from the Consortium for Service Innovation?  If so, I'd love to hear about your experience with the course and how you've tied these practices into Guru. Similarly, if anyone has used other KCS courses/resources that have informed your use of Guru, I’m all ears! 

Hello, The user interface changed pretty dramatically without an email communication indicating the changes. My team is a bit confused on how to navigate the homepage.  Is there a resource that lists the changes and how to optimize using the new homepage interface?Thank youErica

In a release mail I received contained this information: Admins can reinforce a sense of connection to the company with custom branding, making Guru feel more like your organization. Your custom colors and logo will appear across pages in the Guru web app, creating a sense of continuity across your company’s knowledge.  I can’t find where I can define “custom colors”. Where is this? I assume it is not referring to color option of a collection.