If one department in your company uses Guru robustly to suit their particular needs, you may be wondering where Light users would fit in. Let us illustrate with an example:


A support team uses Guru to document support-specific knowledge, like:

  • Bug logging process

  • Protocols for outages and incidents

  • Holiday coverage calendar

This knowledge is unique to support, and the rest of the organization doesn’t necessarily need access to this information to do their jobs. However, the support team also uses Guru to document general knowledge that the entire company would benefit from having access to, like:

  • Product FAQs

  • Troubleshooting tips

  • Processes such as how to request updates to the Help Center

  • For more examples of customer support knowledge that can be shared widely, check out these customer support templates in Guru’s Template Gallery

Team members within support who need access to support-specific knowledge should be Core users so they can add new knowledge, receive Knowledge Alerts, and take advantage of Guru’s capabilities meant to support robust knowledge management. Any teammates outside of support who need access to general knowledge can be added as Light users. Support’s general knowledge can be separated out into its own Collection, which can then be shared with All Members for Light users on other teams to access. This way, the support team saves themselves time from having to answer internal questions, and their non-support teammates are empowered to find knowledge themselves in Guru.

In this graphic, you'll see that Support operates self-sufficiently with support-specific and general knowledge in Guru, but can benefit from sharing that general knowledge with the rest of the company via Light users.

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