Answering Incoming Questions as an Expert
f you’ve been assigned a question in Guru, you can respond directly from the Tasks section in the web app. Choose to answer the question with a Guru Card, comment for clarification, or reassign it to someone better suited to respond.
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
- Navigate to the Tasks page in the Guru web app.
- Click the Questions tab, then select Inbox to view open questions assigned to you.
- Click the question you want to respond to.
- 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.
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.
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?
- Click the question to open it.
- Click Add a comment.
- 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
- Go to Tasks > Questions > Inbox, then click the question.
- At the top-left of the question window, click Change in the answerer field.
- Select the person or Group better suited to answer.
- Click Okay to save. The new assignee will receive a notification.
Note
You can always track the status of open and sent questions from the Tasks page in the web app dashboard.
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Updated 9 days ago