If you don't find information you need in Guru, you can ask an expert or Group of experts via Guru Q&A. The expert(s) is notified and their answer can be turned into a Card that you and your team can reference moving forward, making it easy to organically build out your team's knowledge base.
Benefits of Q&A
When asking a question, Guru alerts you of similar content to avoid duplicate questions. Guru uses Q&A to learn from your team and improve search. When questions are answered with an existing Card, Guru remembers the terms of the question and automatically associates them with the Card, regardless of whether or not the words of the question are included on that Card.
This means that Guru naturally begins to reflect how your team searches without any additional effort by the subject matter experts. Guru Q&A allows your knowledge base to grow with the needs of your team.
Frequently Asked Questions about Q&A
How do I know the right person to ask my question?
Guru recommends choosing someone with the specific knowledge to answer the question, or the Group who generally works with the topic. For example, API questions would go to the Engineering Experts Group or the specific back-end engineer in charge of your team's API.
Why am I still assigned to a question even if I'm not the Expert?
When a user asks a question using the 'Q&A' feature, Guru will assign the original user who asked the question and expert as “followers” on the question. All users involved will appear in all of the “followers” lists until a question is answered. When you change an expert, you are adding a new follower to the list. All followers will receive notifications when changes to questions are made.
What happens if another expert answers a question that was directed at a Group I am a member of?
Questions that have been assigned to a Group and answered by one individual will still appear in everyone's inbox. They should appear under the "Answer" column with the name of the Card that was used to answer the question. The purpose of this is to allow others to see that questions have been answered and give them the opportunity to follow up (in the comments section) if they have additional information to share rather than have the question vanish.
Can we see Analytics for Q&A?
You can also use our Analytics API to pull information about when questions for your team were created, answered, or deleted. While this requires a slightly more technical lift, this would give you a little more information about Q&A usage.
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