Skills Library

This library holds 30 pre-built skill templates for your Guru Knowledge Agent, organized into 9 categories — everything from asking a clarifying question before answering to briefing a rep before a sales call. Each skill is a ready-to-use Description and Instructions pair you copy into your agent's Operator Mode.

How to use this library

1. Find the skill you need in the categories below.
2. Open its article and copy the Skill Description and Skill Instructions exactly as written.
3. In Guru, go to your Knowledge Agent's Operator Mode and ask it to create a new skill using the template you provide.
4. The Operator Mode should do this for you, but if you're adding skills manually, be sure to replace any bracketed placeholders with your organization's actual tools, teams, and terminology, and remove references to sources you don't use.
5. Test the skill against real questions and adjust the wording until it fires correctly and answers the way you expect.

Skills are not mutually exclusive — most agents run several at once. The Knowledge Agent prompt can be used to help the Agent priroritize which skills to use and in what order. You can ask the Operator Mode to help you design the Knowledge Agent prompt as well. A few skills (Consistent Answer Format and Write In Our Voice) are designed to apply to every answer rather than trigger on a specific topic, so they're worth adding early.

Before the Agent Answers

Three skills that run before an answer is composed: clearing up an ambiguous question, resolving internal shorthand, and stopping cold on topics the agent must never touch.

• Ask One Clarifying Question First
• Acronym Handling
• Restricted Topics Guard

Routing and Escalation

Getting a question to the right person when the Knowledge Agent should defer to human experts.

• Escalate To A Human
• Route To The Right Team
• Open a ticket with IT

How Answers Look and Sound

Set the shape and voice of every answer once, instead of hoping each one comes out readable.

• Consistent Answer Format
• Write In Our Voice
• Include Images in Responses

Customer-Facing Replies

For teams whose people turn an internal answer into a message a customer actually receives.

• Make This Customer-Ready
• Draft A Customer Reply
• Is This Safe To Share Externally?

Frontline Support

Diagnosis and process guidance delivered one step at a time, grounded in the runbooks you already have.

• Troubleshoot One Step At A Time
• Confirm The Details Before Diagnosing
• Check Known Issues First
• Step-by-Step Process Walkthroughs

Knowledge Base Health

Point your agent at your knowledge base. These four give you a standing read on where your Knowledge Agent and knowledge base could improve

• Find The Gaps In Your Knowledge Base
• Find Stale And Conflicting Content
• Weekly Question-Trend Digest
• Audit An Answer That Went Wrong
• Bulk Operations

Capturing Knowledge

Closing the loop: turning answers, threads, and documents into content that answers the question next time.

• Turn This Into A Card Draft
• Capture Answers From Chat
• Restructure A Card That is Hard To Use
• Capture Knowledge Shared in Slack

Briefs, Documents and Review

Assembling what you know into something a person can read, act on, or pressure-test before it ships.

• Meeting Prep Brief
• Executive Summary From Findings
• Answer A Security Or Compliance Questionnaire
• Onboarding Path For A New Hire
• Devil's Advocate Review

Sales and Post-Sales Team Enablement

Getting a rep an approved answer quickly while on the call or going into one.

• Competitive Positioning Lookup
• Objection Handling Coach
• Account Overview