Utilizing Knowledge Triggers
Roles: Read Only, Authors, Admins
Guru can be configured to suggest specific knowledge to your team based on specified content or fields on the webpage they are viewing. This feature is called Knowledge Triggers. The setup process is so easy that any user can do it. For managers, Knowledge Triggers allows you to easily coach your users with information pertinent to their job. No more searching. Guru surfaces knowledge when and where your team needs it.
How Teams Use Knowledge Triggers
Knowledge Triggers can be set up for various use cases to help guide users to the information that need to do their job. Learn how to set up Knowledge Triggers here.
SUPPORT TEAMS generally utilize Knowledge Triggers (KT) to surface answers and workflows for their team based on the tags and fields on a ticket. You can also set it up with your external help center, so that as your reps review a ticket, the applicable internal and external information is suggested to them.
Common webpages where KTs are useful: Intercom, Zendesk, or any external Help Center or ticketing system
SALES TEAMS primarily utilize Knowledge Triggers to suggest next steps and sales assets for teams, so that they can leverage appropriate content dependent on the status, industry, or other factors of the deal.
Common webpages where KTs are useful: Salesforce, LinkedIn, Gmail, or any CRM or prospecting tool
MARKETING TEAMS utilize Knowledge Triggers to encourage Sales reps to leverage compelling assets dependent on the nature of deal.
Common webpages where KTs are useful: Hubspot, Salesforce, LinkedIn, Gmail, Google Analytics, or any place assets live
Previously use Guru Context?
Not to worry, any previously configured Contexts WILL STILL WORK in Guru. In order to edit or delete them, you can navigate to the old Context by clicking Knowledge Triggers and then selecting "click here" to see the old Context setup.