If you use Zendesk, Confluence, or Salesforce for your documentation and don't know what to bring into Guru, this article helps you determine when to use Guru's Knowledge Sync.

When to sync knowledge

Sometimes it doesn't make sense to bring the document into Guru, but that shouldn't stop you from accessing it from Guru! Examples of when you might sync knowledge into Guru:

  • Sales Assets: customer-facing case studies, presentations, white papers, etc.

  • Analyst Research: Reports like this are often licensed and must not be altered.

  • Research Document: Ephemeral documentation showing why a decision was made.

When to link knowledge

If you want to provide your team with coaching on when & how to use the assets, it's better to create a Guru card with a short blurb about the document, link to it, and embed an iFrame of the asset, so that your team can scroll through the asset without leaving the Guru Card.

Some things you could put in a Guru Card about the asset:

  • Recommended email templates or social language to use when sharing the document externally

  • Guidance on when in the sales cycle it's appropriate to send this asset

  • Customer segments this asset works well with

When to create a Card

Break up your long documents and make each smaller piece of knowledge its own Guru card. Examples of when you might do this:

  • On-the-phone questions that reps need to get fast. Think of how you'd want your reps using AI Suggest: they should only see the answer to the question at hand.

  • Paste-able answers like email templates, code snippets, and FAQs. The rep simply needs to hit the Copy Card Content button to paste their response where they need it.

  • Process How-To's that walk through how to complete a single task. If there are many interdependent tasks, you can link several Guru cards here.

💡 Tip

Once your long-form document or process is spread across several Guru Cards, you can make one "Overview" Card that links to the other Guru Cards. If your Card is really long but it has to stay in one Card, consider using anchored text with Guru's Markdown functionality to create a Table of Contents at the top of the Card.

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