Setting up Knowledge Triggers

Knowledge Triggers in Guru automatically surface relevant content based on specific words, fields, or values on any webpage (e.g., LinkedIn, Intercom, Salesforce, Zendesk, Gmail). They can be set up using the Guru browser extension or web application, ensuring users have the right information without searching.

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Access Required

• Knowledge Triggers are available to Guru workspaces on an All-in-one or Enterprise plan.
• You must have Collection owner or author permission in the workspace Collection that a Card belongs to in order to create a Knowledge Trigger displaying that Card.
• You must have at least read only permission in the Collection that a Card belongs to in order to see the Knowledge Trigger notification.

How do Knowledge Triggers work?

• Knowledge Triggers are tied to a specific domain or specific URL. You should create a new Knowledge Trigger for every domain that you want the trigger to surface over. For best performance, we recommend building less than 50 unique Knowledge Triggers per domain.
• Knowledge Triggers will appear as long as the specific fields that you have defined consistently appear on the screen. Unfortunately, Guru does not support Knowledge Triggers over live chat or fields that are inputted or selected from a dropdown menu. This is Product Feedback you can share in the Guru Community.
• A Knowledge Trigger spells the logic out for you while building it: “If [word] is near [other word], then show [Guru Card].”
• Knowledge Triggers are workspace-specific. The Knowledge Trigger's knowledge assignment will only be visible to users with permission to view the specified Card in the workspace the Card belongs to and the user is logged into that workspace in their browser extension.
• If you don't select a Group for the trigger, it will default to appearing for the "All Members" Group.
• You can see if the webpage you are on has any Knowledge Triggers already set up by expanding the Guru extension and clicking the Suggestions icon (a lightning bolt).
• You can add as many Cards as you’d like to each Knowledge Trigger.

Accessing all Knowledge Triggers

1. Web app
   1. Click Manage in the left navigation and then click Collections Knowledge Triggers.
   2. Click the + Create new trigger button, or, click the pencil icon to the right of an existing Knowledge Trigger to manage its settings.
2. Browser extension
   1. Open the Guru browser extension and click the lightning bolt icon to navigate to the Suggestions tab.
   2. Click the text Knowledge Triggers. Select Create New Trigger to build a new Knowledge Trigger, or, click an existing Knowledge Trigger to manage its settings.

Creating and Editing a Knowledge Trigger

1. Add a title in the Trigger name field. It will not save without a name.
   1. Optional: Add a Description for users so that your teammates understand why the trigger was activated over the page they're viewing. This description will be shown to users when the trigger occurs.
2.  The Enabled on field is for the domain or specific URL you would like the Knowledge Trigger to be activated on.
3. Under Visible to, search for the Groups you'd like the Knowlege Trigger to appear for. Keep in mind, the Group must have permission to see at least one of the Cards in order for the Knowledge Trigger to appear.
4. Select whether you'd like the trigger to display as Icon only (subtle) or with Card title and description (slides out from the side of the browser window the Guru extension is pinned to).
5. The When this text box is where you'll type the word or phrase appearing on the page that will cause the Knowledge Trigger to activate (e.g. Hospitality and Tourism).
   1. The default setting is for the trigger to activate when the word or phrase "is anywhere on the page".
   2. Select the radio button "is near a second piece of text" if you want to add multiple text values (e.g. if Industry equals Hospitality and Tourism).
   3. If the setup requires another condition to be met, click + Require another condition (advanced). This will enable you to create an even more advanced trigger (e.g. if Industry equals Hospitality and Tourism AND if Stage equals Negotiation).
   4. Guru uses additive "And this text" logic when you apply multiple conditions in one Knowledge Trigger.
6. Under Display these cards, determine what Cards should be displayed when the Knowledge Trigger is activated by clicking the + Add Cards button.
   1. A modal will pop open containing a search bar for Cards. Search for the Guru Card(s) you’d like to appear when the user navigates to the webpage where the conditions on the page are a match and the user has permission to view the selected Card. The Card's verification state is visible in search results. You can also click the Card to open it in a new browser tab.
   2. Click the Card title once to add it to the Knowledge Trigger. When you're done adding Cards, click Save to save your selection.
   3. Once you have double-checked that everything looks the way you want it to, click Save to save and activate your Knowledge Trigger. To delete a Card from the Knowledge Trigger, click the Delete Assignment trash can icon to the right of its title.

Any time that the specified value populates in the specified field on the specified domain, the Guru extension will activate. The extension's icon in the browser extension toolbar will reflect a yellow dot and the chosen notification (icon or card title and description style) will appear. Once the user clicks the notification, they'll view the chosen Cards.

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Note

If a user does not have access to the Card shown by the Knowledge Trigger, the title of the Knowledge Trigger will not appear. However, if multiple Cards are assigned and the user has permission to at least one of the Cards, the title of the Knowledge Trigger will appear. Only users who have permission to the Card will be able to view it.

Managing and tracking usage of Knowledge Triggers

In Guru's web app, click Settings in the left navigation and then click Knowledge Triggers. This table lists all Knowledge Triggers built and active for your Guru workspace sorted in ascending order by Name (default). It can be toggled to sort in ascending or descending order by Name, URL, or Date Created.

• Name - The title of the Knowledge Trigger.
• URL - The domain over which the Knowledge Trigger will fire.
• Visible to - The Group(s) the Knowledge Trigger is visible to when the conditions are met.
• Attached Card(s) - The count of attached Cards. Click to expand the Card titles and click on a Card title to view the Card. If you don't have permission to view a Card assigned to the trigger, a "# Card you do not have access to" error will display in the Card's place.
• Created by - The workspace member who created the Knowledge Trigger.
• Date Created - The date the Knowledge Trigger was created.
• Last triggered - The date the Knowledge Trigger was last triggered.

Pinning a Card to a specific webpage

1. As a Collection owner or author, navigate to the desired website you'd like to pin the Card to.
2. Open the Guru extension and find the Card you'd like to pin to the webpage.
3. In the top right corner of the Card, click the Share button. Under More Ways to Share, click 📌 Pin Card to page for all users (who have permission to view the Card). Now, this pinned Card will be automatically pushed to the user's attention for their consumption.

Frequently asked questions about managing Knowledge Triggers

What happens when a Card attached to a Knowledge Trigger is archived or deleted?
When a Card attached to a Knowledge Trigger is archived or permanently deleted, the Knowledge Trigger will remain and the "Suggestions" tab of the browser extension will continue to reflect the condition, but the archived or deleted Card will not surface. If there are multiple published Cards assigned to the trigger, it will still activate, it just won't show the archived or deleted Cards.

Under "Attached Card(s)" in the Knowledge Trigger dashboard, an archived or deleted Card will appear as "1 card you do not have access to". When editing the Knowledge Trigger in the web app or extension, the "Display these Cards" section will show "There are Card assignments you are unable to view based on your permissions.".

Can Knowledge Triggers be configured to suggest files stored in linked external source applications?
At this time, you can only select Guru Cards when building a Knowledge Trigger. If your Guru workspace syncs content from Zendesk, Salesforce, or Confluence, you can select those synced Cards in your Knowledge Trigger. The ability to select files stored outside of Guru when building a Knowledge Trigger is something our Product team would like to receive as Product Feedback.