When to Include Files in Guru Cards: Best Practices
One of the biggest benefits of using Guru is speed. 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.
Based on this, 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 don't go stale.
- "Pasteable 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.