Q&A

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

I was brought into the company after they had been using Guru for quite a while. My role in enablement requires me to “touch” many cards, make edits to ensure uniformity and correct wayward grammar. There are literally thousands of cards in our workspace that need attention. Some of these guru cards have recently been verified and had their content scrubbed for accuracy, and then I come behind them and clean up the formatting. Is there a way that I can skip over the designated verifier and just verify the card on my own as a “super user”? There are 2 of us in the company that would need this access. Currently the workflow is to follow one of these 3 options: send the card back to the Verifier and request that they take care of it (again), thus giving them another task in their already busy day marking myself as the verifier so I can take care of it, then set the verifier back to the original SME for the card  set the

Hi Guru Team,I'm trying to create a new Guru Card by importing an HTML file, but I can't find the right option. I went to Collections > Import Content, but there doesn't seem to be a specific choice for HTML files.My goal isn't just to migrate the text, but to preserve the original layout and formatting of my HTML file. Could you please guide me on how to do this correctly?Thanks for your help!

Hello, I’d like the functionality to Name the different Workspaces created, as per their respective company names. Althought it seems like Multi-Tenant functionality is implemented and available for use, I find it difficult to distinguish between various workspaces I have created. Kindly allow the user to configure the name of the Workspace, and provide functionality to switch between them based on the Workspace Name and other identifiers, tags etc. 

Name Workspaces  company Multi-Tenant distinguish workspaces configure switch  Hello, I’d like the functionality to Name the different Workspaces created, as per their respective company names. Althought it seems like Multi-Tenant functionality is implemented and available for use, I find it difficult to distinguish between various workspaces I have created. Kindly allow the user to configure the name of the Workspace, and provide functionality to switch between them based on the Workspace Name and other identifiers, tags etc. 

My knowledge agents don't appear to be pulling information from my slack channels. I've created Connected Sources.When I ask a question that I know was answered in that Slack channel (and added as a connected source), it can't find an answer. Is there something wrong with pulling information from the Slack channel as a connected source?

I’d like to raise a scenario that isn’t clearly covered in the Guru article “Ticket Omni-channel Routing,” specifically under “Urgent email ticket prioritization.”Based on Guru, urgent email tickets should be prioritized over non-urgent tickets. However, it doesn’t clearly explain what to do when two tickets are both urgent across different channels.For example: Urgent email: departure in 1 hour Urgent live channel (chat/call): departure in 45 minutes According to the current guidance, email appears more urgent. However, in practice, agents usually prioritize the live channel, as it is real-time. If the live case takes around 38 minutes to resolve, the email ticket is left with only ~22 minutes before departure. This creates a high risk

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Hi Guru team - we have multiple countries across our organization. Within the HR team, we have some US and some India team members. For ease of assigning questions to HR experts, are we able to set up an additional field in the AI Agent Center that shows the geolocation of the asker?

Hi Team, Wondering if there are any plans to change the way Guru pages are displayed? As an organization teams are using these a lot. Initially this was fine but we are not creating more pages and this is making the left hand menu pretty busy. It would be great to have a way where we can display the most useful pages on the left but then have a way to direct the users to a page (maybe similar to the collections) where we would be able to group pages by subject/topic etc. (I kept getting an error when trying to add this as a conversation/feedback)

My company has grown from a start-up to 320+ employees, and keeping Support aligned with product updates, bugs, feature rollouts, and policy changes is becoming increasingly difficult. My team of 17 support agents is trying to stay on top of every new feature while managing a high volume of chats and emails, and our current process is breaking down.Right now, Product posts release notes and “just-shipped” features in a Slack channel dedicated to product updates, and our PMM team also shares feature announcements about a week before they go live. Those updates then get reposted into our Support Slack channel — which is also used for real-time chat questions — so it quickly becomes noisy and important information gets buried. With the speed of product changes now, Slack is no longer a sustainable way for us to keep everyone informed.I’d love to hear how other teams are leveraging Guru to manage this flow. We currently use Guru mainly as an internal knowledge bas

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I saw this thread for Animated GIF support -- can we get a fix so we can copy-paste GIFs without having to save them first?

Do i need to wait or any issue here first time i just tried to logged in Guru - kindly suggest

Guru is all about knowledge.We have a lot of specific knowledge inhouse but google has even more knowledge. there are some website which have all the information we need and could almost copy paste  certain pages as cards into our GetGuru.Now if we do that we would have to update the gards evey so often to keep it updated in guru (to update guru in case changes have accured on this specific website.As getguru is an AI tool there must be a better solution to this.How do i include pecific URL’s (e.g. Government website) in our own knowledge base to make sure those websites / urls are being included in finding an answer for us.  

The recent activity page and option (in the menu) have disappeared. Is this a bug?

Slack use to have a feature of reporting things from the app. Using the ellipses you were able to select ask an expert and it would flag that question and response to the appropriate person.  Will this or a similar feature come back or is it gone for good?