If a couple departments (but not your entire company) use Guru to collaborate and share knowledge with each other, it’s a bit easier to see where Light users can fit in. Here are a few examples based on the primary use cases we see our customers using Guru to accomplish:

PRODUCT ENABLEMENT

One of the most common ways we see teams using Guru is to share verified product information from engineering and product to customer-facing sales and support teams. Just as in the previous example, these teams all create department-specific knowledge as well as general knowledge.

Department-specific knowledge in this use case might involve:

  • Technical product specs for the engineering and product teams to access

  • How to use customer-facing tools like Intercom or Outreach for the sales and support teams to access

The rest of the company doesn’t necessarily need access to that knowledge to do their jobs, but they may need access to the general knowledge that these teams create:

  • A marketer may want to reference release notes when a new feature goes live so they can properly advertise it on the website.

  • An HR recruiter may want to review the product delivery process so they can speak about it to an engineering candidate.

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

Using Light users for Product Enablement

Sharing product enablement information widely with your company not only saves your technical and customer-facing teams from answering repetitive internal questions, it also primes the rest of your organization to become like product experts themselves.

INTERNAL COMMS

Another popular use case for Guru is to facilitate internal communications. People Ops, Leadership, and dedicated Internal Comms teams use Guru to collaborate on and document department-specific knowledge amongst themselves, and share general knowledge with the broader company.

Department-specific knowledge may include:

  • Internal processes

  • Sensitive information

  • High-level workplace strategy

General information that needs to be communicated to the entire company may include:

  • Company Objectives and Key Results (OKRs)

  • Events calendar

  • Slack, Zoom, or meeting etiquette

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

Light users for Internal Comms

The primary mechanism for facilitating internal comms via Guru is Knowledge Alerts, so it may be helpful to think about the information and audience you plan Knowledge Alerts around as you figure out who in your company should be Core and Light users. Any general information that needs to be shared with the entire company can be sent via Knowledge Alert to All Members and hit Core and Light users alike. Any department-specific information that needs to be shared with a particular team or subset of users can only be sent to Core users.


ONBOARDING

A third popular use case of Guru is onboarding new hires. People Ops and hiring managers have department-specific and general knowledge that they need to share with new hires, who in turn need personalized onboarding experiences.

Department-specific onboarding knowledge might include:

  • Team-specific tech stack information (Salesforce logins for Sales, Shortcut logins for Engineering)

  • Team charters

  • Personalized training info

General onboarding knowledge might include:

  • Company code of conduct

  • Employee benefits

  • A glossary of company acronyms and industry terms

  • Org chart

  • For more examples of product enablement knowledge that can be shared widely, check out these employee onboarding templates in Guru’s Template Gallery

Because a new hire on the engineering team needs access to different knowledge and onboarding resources than a new hire on the marketing team, both (and all new hires) should be Core users. Light users can come in as more experienced employees who no longer need access to team-specific onboarding knowledge, but still want to reference general company knowledge shared during onboarding.

Light users for Onboarding
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