Unanswered questions

122 Posts

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. 😄

2 hours ago

Pierre SegerströmKnewbie

asked in Q&A

Different rendering views on Guru.com vs. Guru Chrome Extension

Hello!This might be a weird situation. We think that the editing/designing possibilities are quite limited in the Guru Card Editor. Therefore, we have made our card design more intractable and flexible by utilizing Markdown (HTML/CSS).Although, it seems that our cards are “rendered” differently on the website, compared to the Guru Extension. Is there a way to solve this? Card in Guru Extension:Card in Guru website

11 hours ago

Elliot ShawSmart Cookie

asked in Q&A

When do knowledge triggers "turn off"?

We understand how knowledge triggers (KTs) are set up and work, but when do they “go away”?I’ve noticed that when a KT appears in the Chrome extension, even after selecting the card or cards that the KT has pushed to the user, this is not enough to make the KT go away.Aka, even after1. selecting the relevant cards AND2. navigating away from the relevant informationGuru is still prompting the user that they are missing something important, which is not true.Does anyone else have this issue?

3 days ago

Ambros GasserKnewbie

asked in API & Integrations

Hubspot Integration

It would be amazing if our customer support team could directly use Guru in hubspot. Is this a feature which would make sense for other users/companies in this community?

3 days ago

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! 😃🙏

5 days ago

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???

6 days ago

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?

6 days ago

Lynn MillerSmart Cookie

asked in Q&A

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.

14 days ago

Paula SchwartzKnewbie

asked in Q&A

Should I be getting Duplicate Notifications for Ask an Expert Questions?

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?

16 days ago

Lynn MillerSmart Cookie

asked in Q&A

Exact searches

I was recently using the quotation marks in the global search bar for an exact search, but was getting results that didn’t contain the exact phrase “on grid”. Does the use of prepositions or something about the number of characters in a phrase affect exact searching?

20 days ago

K VermilyeaSmart Cookie

asked in API & Integrations

SQL Tools using Guru API

Hey all! Wondering if anyone is using a Query tool (like Google’s BigQuery or MySQL) to be able to conduct card audits?I’ve been using Guru’s Google Sheet for Find and Replace to do many of my card audits (not necessarily replacing, just surfacing potential documentation impacts) and with our volume of cards, we’ve outgrown it (it tends to be a tedious, buggy process).As I have a chance to advocate for some additional tools, wanted to see what others were using to know if my ask is out of scope.

22 days ago

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?

30 days ago

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?

1 month ago

James PennyKnewbie

asked in Q&A

How to prevent users from editing cards?

Since our Light Users were upgraded to Core Users, 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.

2 months ago

Callie RojewskiGenius

asked in Q&A

Weekly Guru Goals 📓

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) 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!

2 months ago

Lynn MillerSmart Cookie

asked in Q&A

What are best practices for using Guru for internal comms?

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

2 months ago

Reba MitchellSmart Cookie

asked in Q&A

Resources for formalizing KCS practices with Guru

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!

2 months ago

Page 1 / 5

Unanswered questions

Badge winners

Sign up

Use your Guru account credentials

Log in to engage in discussions

Use your Guru account credentials

Scanning file for viruses.

This file cannot be downloaded