It may not seem like a big deal in the moment, but it turns out that multitasking is exhausting for our brains. And considering that we switch between 35 job-critical applications more than 1,100 times every day on average, multitasking isn’t just impacting productivity, it's impacting quality of life. Not cool.
That’s why we intentionally designed Guru to be as embedded into users’ workflows as possible. To us, collaboration isn’t about switching between portals — it’s about connecting with people.
Knowledge management isn’t about passively storing and organizing knowledge in a silo. It’s about connecting teams and people to one another, and delivering that knowledge at the right moment in the right place. It’s how we’ve approached building Guru since day one, and what’s propelled us to lead the market in customer satisfaction for Knowledge Management.
That’s why we’re so excited to unveil our newest updates — to make the most out of your existing tools, and the teams using them.
The TL;DR on Our Newest Collaboration Features
- Guru can now support knowledge sharing in Slack’s Shared Channels. Everyone can see knowledge shared in the channel, even if they don’t have a Guru license.
- We’ve brought our verification workflow to Cards that have been synced from another knowledge source, as well as the ability to add tags to synced content.
- Guru is now embedded into the Microsoft Outlook desktop app as well as G Suite.
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Guru + Slack: Better Than Ever
As Slack has become the go-to communication tool for companies, they’ve begun to find ways for their own users – irrespective of company – to communicate with one another and not leave the app. Shared Channels allow Slack users across two or more companies to communicate effortlessly in Slack, without even leaving their team’s Slack instance.
But here’s the thing: while Slack can create more fluid customer interactions, it can also present a daunting amount of questions, all of which are expected to be answered in real-time. Every one of those questions is a need for knowledge. And that’s where Guru comes in.
With our Shared Channels integration, you can share Guru Cards with your customers. They don’t even need their own Guru license – the Card is visible to everyone, right in the channel. With Guru’s knowledge base in your shared Slack channels, you can give your customers instant access to the answers they need.
Using Guru and Slack together, your sales teams can collaborate more efficiently with partners and close deals faster, while your support teams can create amazing, frictionless customer experiences by meeting their customers where they work – in their own Slack workspaces.
Staying in Sync
Teams create knowledge in different tools. It’s why we first introduced our Content Sync functionality, which unifies siloed knowledge inside Guru. Content Sync lets you sync (or store) knowledge from any source you have, while taking advantage of Guru’s Browser Extension and Slack integration.
Today, we’re excited to share that we’ve added two exciting pieces of functionality to our Content Sync: verification and tags.
- With verification of synced content, content managers can now verify content that has been synced from an outside source so that users know the information is accurate and up-to-date. This is available immediately for content synced from Google Docs, and will soon be rolled out to all of our Sync sources.
- You can also now tag your synced content in Guru just like you do with content you create natively in Guru. Any user with Author or Collection Owner access to the Card can add or remove tags, either individually or in bulk.
We recognize the importance of investing in our sync experience, so expect ongoing improvements.
If you’re a Microsoft shop and use the Outlook desktop app, accessing knowledge in Guru previously required opening up a web browser. That all changes today with our Outlook Add-In.
Here’s some of what you can do in our new Outlook Add-In:
- Quickly search knowledge related to emails
- Copy Cards to paste into emails
- Create Cards from knowledge shared over email
G Suite Add-On
Many of our customers live and breathe Gmail. Email is one of the primary ways to share digital knowledge, but until now, capturing it in the moment with Guru hadn’t been an optimized experience.
Now, creating Cards in Gmail is simpler and more streamlined. With Guru’s G Suite Add-On, you can get your team in the habit of capturing the organic knowledge everyone creates in their email workflow. Install the Add-On here and see our launch post for more information.
Linking Customer Support Tickets to Guru Cards
Unlike traditional KM solutions, which tend to prioritize the housing of knowledge for its own sake, we know that any piece of stored knowledge should serve a very specific purpose. So while Guru Cards are being used on top of support tickets all the time, knowing which Cards are resolving which tickets is paramount.
With Guru’s new ticket linking functionality, users can associate a Card with a specific ticket. When viewing that ticket, the extension will show all knowledge used for the purposes of reviews.
Ticket linking gives knowledge managers the ability to report on and improve their content strategy to ensure they're publishing and storing the right content for their users.
We heard you! Many teams use tags as a way to categorize and classify Cards, and you wanted a simple view of all Cards with a specific tag. Tags can now be clicked, taking you to a search result page of all Cards with that tag.
Plan Name Changes
A quick note to our current customers: your plan names are changing. Teams previously on Essential will now be on Builder, and teams on our Team plan will now be on our Expert plan. These are name changes only! There will be no rate plan changes, and no entitlement changes.
By making knowledge management collaborative, you can turn collections of information into useful knowledge and connect colleagues and experts with one another. By delivering the right knowledge at the right time, Guru aims to accelerate new hire ramp time, drive amazing customer experiences, and make people – and teams – the best versions of themselves.
Moving forward, we’re working on even better reporting to help you see the value in how you use your knowledge. In addition, we’ll continue to focus on the discoverability of knowledge, both through search enhancements, and our AI Suggest functionality.