Setting Up & Editing Knowledge Triggers

Roles: Authors


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 To Setup a Knowledge Trigger:

Open the Guru extension, click on your avatar, then select Knowledge Triggers

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There are two kinds of Knowledge Triggers:

  1. "Equals" Triggers: Surface knowledge based on a field and its value

  2. "Exists" Triggers: Surface knowledge if a word or phrase appears on the page

How to Create an “Equals” Knowledge Trigger

The logic here is “If [Word] is near [Other Word], then show [Card].” This is useful for surfacing content that will be relevant whenever a certain field value is on a page (i.e. "When the Stage is 'Open', then show this Card.")

While Knowledge Triggers can be set up on any webpage (i.e. Intercom, Zendesk, Gmail, etc.), for these instructions we are using Salesforce as an example.

  1. First, decide on what you want the Trigger to be named, and input this in “Display Title”

  2. Find the field in Salesforce you want to map to and input its name in “IF” (e.g. Industry)

  3. Input the value of that Field after equals (e.g. Shipping)

    1. If you want to add multiple text values (e.g. If Industry equals Shipping OR Agriculture) select “Add/edit additional text values”

    2. If you want to add multiple conditions (e.g. If Industry equals Shipping AND if Stage equals Negotiation), select “Add a Condition”

  1. Next, under Knowledge Assignments, click “Add an Assignment”.

  2. Then click “Assign a Card” under where it says “Then display”.

  3. When you click “Assign a Card” a box will pop up with a Search bar. Search for the Guru Card you’d like to select and click that Card.

    1. NOTE: You can repeat this process to add as many Cards as you’d like to the Trigger. If you'd like to surface a lot of Cards at once, you can assign a Board as well.

Things to NOTE:

  • A trigger spells the logic out for you: “If Industry (Field) is Technology (Field Value), then display [CARD].”

  • The Trigger will ONLY be visible to users who have permission to view the specified card.

Once you have double-checked that everything looks the way you want it to, select Save.

Now, any time that the specified Field Value populates in the specified Field, the Guru extension icon will flash a purple triangle in the bottom right to alert you of the presence of a Knowledge Trigger, and your specified Card will be shown to the user when they click into the extension. You can see if the page you are on has any Knowledge Triggers already set up by clicking the wand icon in the extension.


How to Create an “Exists” Trigger

The logic here is “If [Word] exists on this page, then show [Card].” This is useful for surfacing content that will be relevant whenever a certain word, field, or value is on a page.

  1. First, decide on what you want the Trigger to be named, and input this in “Display Title”

  2. Find the field in Salesforce you want to map to and input its name in “IF” (e.g. Industry)

  3. Select EXISTS

    1. If you want to add multiple conditions (e.g. If ABC Software exists on this page AND Rick Nucci exists on this page), select “Add a Condition”

  4. Next, under Knowledge Assignments, click “Add an Assignment”.

  5. Then click “add a Card” under where it says “Then display”.

  6. When you click “add a Card” a box will pop up with a Search bar. Search for the Guru Card you’d like to select and click that Card.

    1. NOTE: You can repeat this process to add as many Cards as you’d like to the Trigger.


Did you 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.

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