When to Include Files in Guru Cards: Best Practices
When teams are using Guru to assist a customer, they need to find the answer as fast as possible. This is important to consider when deciding what content should be authored directly in Guru vs. included in a file.
Here are examples of content that should be included in the text of a Card:
"On the phone questions": Take competitive positioning as an example. There should be at least one card for each competitor with the 3 top points of differentiation between your solution and theirs. Examples like this, in which a rep could be asked on a call, should be captured in Guru because it is the fastest way for them to answer the question and eliminates the need to open a new search, view the files that come back, open them, etc.
FAQs: capturing individual questions and their corresponding answers is most scalable in Guru. As these FAQs accumulate over time, you can easily assign owners to verify them in Guru and ensure the answers stay accurate.
"Canned Answers": When working in email, often times you need quick access to information that you want to paste into your email reply. Keeping these in Guru ensures that you can access and use these answers without having to open new windows or alter your workflow.
Here are examples of content that should be uploaded or linked to a Card:
Sales Assets: customer facing case studies, presentations, whitepapers, etc. Guru cards should contain the approved versions of those documents. This way they can easily be found without having to search through multiple versions, and your team can be confident that they have the correct file.
Blog Posts: Blogs get very long over time. We recommend creating a Guru card for each blog post or topical collection that you will send to customers over time, with a brief description of the posts.
Analyst Research: Reports like this are often licensed and must not be altered. We recommend creating Guru cards that contain key quotes from the report, along with a link to the report itself.
You can also embed web-based files into Cards. This way, any changes you make in the original file will be reflected in the Card. Click here to access the instructions to embed files into Cards.
Guru-hosted files earn a higher rank in search. Upload your files in your Guru Cards to improve search results. Learn how to upload your files using the file uploader in Card Editor, here.
Google-hosted files found in synced Cards help surface relevant search results. Find more information on how to sync Google Drive content into Guru through Google Drive Knowledge Sync, here.
If you have any questions about Guru, please contact Guru Support by clicking "Chat with Us!" under 'Team Settings' in Guru or by sending an email to email@example.com 🧠