Best Practices: Sources

Why Connect Different Sources?

File & File Storage Repositories

Guru customers are connecting their file storage tools as sources to Guru to find information found in the assets included in the repository. Customers can also connect individual files.

Think: I want to know about X topic.

Example questions to ask:

• What is our policy?
• How does X functionality work?
• How do I complete X process?

CRMs

Guru customers are connecting their CRMs as sources to Guru to find customer and account data like renewal date, plan, revenue, point of contact, contact information, account history, etc.

Think: I need to know a quick fact about a record and don’t want to dig around in Salesforce for it.

Example questions to ask:

• What is the stage of the X customer opportunity?
• Who is the account owner for X customer?
• Which plan/edition is X customer on?
• What is X customer revenue type?

This video walks through a sample of Enterprise AI Search in a CRM tool

Support or Internal IT Ticketing Tools

Guru customers are connecting their customer support and ITSM ticketing tools as sources to Guru to find information that may be in the content of a ticket like troubleshooting processes, reported issues, language used, etc.

Think: I want to know about the handling of a specific situation.

Example questions to ask:

• What’s the error on the feature?
• How do I process a task i.e. cancellation?
• How have we handled situation/topic?
• Is there a reported issue with topic?

This video walks through a sample of Enterprise AI Search in a ticketing tool.