Answering Incoming Questions as an Expert

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Note

You’ll receive a notification in email, Slack, or Microsoft Teams when a new question is assigned to you. A red dot will also appear next to Tasks in the Guru web app.

Answering a question in Guru

1. Navigate to the Tasks page in the Guru web app.
2. Click the Questions tab, then select Inbox to view open questions assigned to you.
3. Click the question you want to respond to.

4. Choose one of the following:
   • Answer question – Provide a reusable answer using a Guru Card.
   • Add a comment – Request more context or clarification.
   • Archive question – Close the question if it’s no longer relevant.

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Note

Long questions may appear shortened in the preview. Open the Comments tab to view the full context.

Option 1 – Answer and resolve the question

Click Answer question, then choose:

• Create new Card – Open the Card Editor to draft a new Card with your answer. Once saved, the Card becomes part of your team’s knowledge. You can adjust the verification interval as needed.
• Find existing Card – Search for a Card within your accessible Collections. Hover over a result and click Open Card to preview it. Once selected, a green checkmark appears. Click Answer question to confirm.

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Note

You cannot answer a question with a restricted Card. If the answer exists in a restricted Card, either:

• Create a new published Card with the information, or
• Update the Card’s permissions to “Your Guru Teammates.”

Option 2 – Request more information

Need clarification before answering?

1. Click the question to open it.
2. Click Add a comment.
3. Type your request or tag the appropriate teammates or Groups using @mention.

The asker and any mentioned users will be notified.

Option 3 – Reassign the question

1. Go to Tasks > Questions > Inbox, then click the question.
2. At the top-left of the question window, click Change in the answerer field.
3. Select the person or Group better suited to answer.
4. Click Okay to save. The new assignee will receive a notification.

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Note

You can always track the status of open and sent questions from the Tasks page in the web app dashboard.