Love this topic @cynthia! cc @jsoffa who's been thinking about this a lot here at Guru as well.

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Great minds! Since knowledge-driven culture is baked into Guru, right now we're focusing on having "knowledge innovation" goals per team. We want each team to identify and actively use Guru to solve a problem they're facing

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Looping in a few other folks here for visibility, would love to hear everyone's thoughts when you have a chance! cc @mirna.lessinger, @joshua, @caroline.svenson, @tawnya, @coachtaylor.paschal, @coachlindsey.hart, @laura.jolly, @ylongoria, @mariah, @jose.paez, @aberman

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Hello! We did not officially roll out until August so not enough time for the team but my knowledge manager has the trust score >90% and engagement >90% in her annual KPIs

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We are in the process of building Looker dashboards using the Guru API to track card verification and other health metrics, which will complement our other Looker dashes for ticket-related metrics and give more visibility into Guru health. My main challenge has been that it's hard for managers/senior team members to see a holistic view of what's happening in Guru (and why they should care) and we have so many verifiers/sub-teams, etc. the overall verification score doesn't give us targeted info on what could be improved. I've been saying "verify your cards please!" for 6 months with little progress being made, hopefully being able to provide more granular data on trust score and Guru usage - and how it correlates to our ticket work, response times, accuracy, etc. - will have more impact!

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