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Connecting Knowledge Sources

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Access Required

You must be an Admin of a Guru workspace on an All-in-one or Enterprise plan with the Answers feature enabled to connect sources.

Guru's Answers feature combines your team's verified knowledge with the capability of generative AI to deliver trusted answers to questions on demand. Secure natural language processing interprets the meaning of a question and searches across any connected application your company uses to provide one answer. 

To link a source

  1. Navigate to Manage > Sources.
  2. Identify to the source you'd like to connect and follow the prompts to authenticate the application.
    1. When setting up Slack as a source specifically, you will be prompted to select a Slack channel to connect. The Guru Slackbot must be invited to the channel. Type /invite @guru in the Slack channel and press Enter to invite it. 
  3. Specify which Guru Groups should have access to the content once synced.
  4. Guru will send a confirmation email when the initial sync is complete. This will also be indicated in the web app when you see the Sync status change from "Initializing" to "Synced." 

Managing permissions with linked sources

There are two things to consider when it comes to permissions and sources:

  1. The user account used to authenticate when connecting the source to Guru. This user needs to have permission to the content you would like to connect.
  2. The Guru Groups you grant permission to use this content as a source. This setting defines who will be able to use those sources to answer the questions they ask in Guru.  

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Tip

Level of access (ie. Admin access, etc.) required to establish the connection varies by application. If you're unsure what level of access you need, contact us at [email protected]

Viewing the linked source details

  1. Click the caret to the right of the source's name to open its details.
  2. Click the vertical ellipses ("⋮") to the right of the folder's name to open the Options menu. 
  3. Click Show details.
  4. Review the connected source information including Source, Synced attribute, Set up by (the Guru user who created the link, not necessarily the same username as the external source user they authenticated as), Last sync attempt (Date and time), and Attempt status ("Syncing" or "Synced").

Deleting the linked source

  1. Click the caret to the right of the source's name to open its details.
  2. Click the vertical ellipses ("︙") to the right of the folder's name to open the Options menu.
  3. Click Delete source.
  4. Confirm the permanent deletion of the source by clicking Delete. Click Cancel to return to the previous view.

Why Connect Different Sources

File Storage Repositories

Guru customers are connecting their file storage tools as sources to Guru to find information found in the assets included in the repository.

Think: I want to know about X topic.

Example questions to ask:

  • What is our policy?
  • How does X functionality work?
  • How do I complete X process?

CRMs

Guru customers are connecting their CRMs as sources to Guru to find customer and account data like renewal date, plan, revenue, point of contact, contact information, account history, etc.

Think: I need to know a quick fact about a record and don’t want to dig around in Salesforce for it.

Example questions to ask:

  • What is the stage of the X customer opportunity?
  • Who is the account owner for X customer?
  • Which plan/edition is X customer on?
  • What is X customer revenue type?

This video walks through a sample of Enterprise AI Search in a CRM tool

Support or Internal IT Ticketing Tools

Guru customers are connecting their customer support and ITSM ticketing tools as sources to Guru to find information that may be in the content of a ticket like troubleshooting processes, reported issues, language used, etc.

Think: I want to know about the handling of a specific situation.

Example questions to ask:

  • What’s the error on the feature?
  • How do I process a task i.e. cancellation?
  • How have we handled situation/topic?
  • Is there a reported issue with topic?

This video walks through a sample of Enterprise AI Search in a ticketing tool.

Project Management or Software Development Tools

Guru customers are connecting their project management and software development task tools as sources to Guru to find factual information about a project like timelines, due dates, and tasks.  

Think: I need to know the status of work or project details.

  • Example questions to ask:
    • What is the status of XYZ in project?
    • When is the due date of XYZ in project?
    • Is task list name complete?
    • What is X project about?

This video walks through a sample of Enterprise AI Search in a project management tool.

Slack

Guru customers are connecting Slack as sources to Guru to find information that may be in the content of a thread from the past 90 days.

Think: I want to know what was discussed related to topic.

Example questions to ask:

  • How does X functionality work?
  • Where are we on X project?
  • What are the troubleshooting steps for X situation?
  • When/what/where is our announcement topic?

Source Credential Details

The flow for setting up a source is the same, but there are some nuanced differences depending on what type of tool you are looking to connect. As you follow the above instructions, see here for any additional details.

Aha

What you'll need

  • Your team domain

Objects we sync

  • Comments
  • Features
  • Products
  • Tasks
  • Users

Airtable

What you'll need

  • Airtable credentials

Objects we sync

  • Specified tables

Asana

What you'll need

  • Your Asana Credentials

Objects we sync

  • Projects
  • Stories
  • Tasks
  • Users

Azure DevOps

What you'll need

Objects we sync

  • Workitem
  • Project
  • Comment
  • Member
  • Team

Basecamp

What you'll need

  • Your Basecamp subdomain

Objects we sync

  • People
  • Projects
  • To Dos
  • Comments

Bitbucket

What you'll need

  • Your workspace ID

Objects we sync

  • Issue
  • Repository
  • Comment
  • Member

Box

What you'll need

  • Select "Read Only" Permissions
  • Your Box Credentials

Objects we sync

  • Files located in the specific folders you select

Confluence

What you'll need

  • Your Confluence credentials
  • Read Access to the space you want to sync

Objects we sync

  • Page content for the designated space

Clickup

What you'll need

  • Your Clickup credentials

Objects we sync

  • Comments

  • Spaces

  • Tasks

  • Teams

  • Groups

  • Users

Dixa

What you'll need

  • Dixa API Key

Objects we sync

  • Conversation
  • Message
  • Agent
  • Note

Dropbox

What you'll need

  • Your Dropbox Credentials

Objects we sync

  • Files located in the specific folders you select

Freshdesk

What you'll need

  • Your Freshdesk subdomain

Objects we sync

  • Agents
  • Companies
  • Conversations
  • Tickets
  • Replies
  • Notes

Freshservice

What you'll need

  • Your Freshservice credentials

Objects we sync

  • Ticket
  • Conversation
  • Agent

Front

What you'll need

  • Your Front credentials

Objects we sync

  • Conversations
  • Inbox
  • Account
  • Message
  • Teammate
  • Event
  • Team

Gitlab

What you'll need

  • Your Gitlab credentials

Objects we sync

  • Issues
  • Projects
  • Comments
  • Users
  • Groups
  • Notes

GitLab Repository

What you'll need

  • Your Gitlab credentials

GitHub Issues

What you'll need

Objects we sync

  • Issues
  • Repositories
  • Comments
  • Users

The GitHub source allows Guru's GenAI search, Answers, to search across your Issues within GitHub and use the content in Issues to answer user questions. At this time, it does not include the ability to search across code repos or the GitHub wiki. Follow these instructions to generate a token which you'll need to use when setting up the source.

Github Repository

What you'll need

  • Your Github credentials

Objects we sync

  • Code Repositories

Github Wiki

What you'll need

  • Your Github credentials

Objects we sync

Gladly

What you'll need

  • Your Gladly subdomain

Objects we sync

  • Conversations
  • Tasks
  • Customers
  • Agents
  • Teams
  • Inboxes
  • Comments
  • Notes

Google Drive

What you'll need

  • Your Google Drive Credentials

Objects we sync

  • Files located in the specific folders you select

Google Sheets

What you'll need

  • Your Google Drive Credentials

Objects we sync

  • Specific pages of sheets that you select
  • Note: This will link existing live Google Sheets, not .xlsx files.

Gorgias

What you'll need

  • Your Gorgias subdomain

Objects we sync

  • Tickets
  • Messages
  • Users
  • Teams

Gong

What you'll need

  • Gong credentials

Helpscout

What you'll need

  • Help Scout credentials

Objects we sync

  • Conversations

  • Mailboxes

  • Threads

  • Users

  • Teams

  • Members

Hive

What you'll need

  • Hive API Key

Objects we sync

  • Task
  • List
  • Activity
  • User
  • Group

Hubspot

What you'll need

  • API Access
    • Available in all Hubspot CRM editions per the Hubspot API documentation page [https://developers.hubspot.com/apisbytier]
    • Access is controlled via a Private App defined in Hubspot
      • Admins configure the Private App within Hubspot including all scopes and data access
      • Guru utilizes the Private App via an API key provided in the integration installation

Note: on the first screen in the setup process, you will need to input your Hubspot Tenant ID in the "Enter your CRM's subdomain" field. You can find your tenant ID in Hubspot in the dropdown on the upper right hand side.

Objects we sync

  • Companies (Accounts)
  • Pipelines (Stages)
  • Owners (Users)
  • Deals (Opportunities)
  • Notes
  • Tasks

Hubspot Ticketing (Service Hub)

What you'll need

  • API Access
    • Available in all Hubspot Service Hub editions per the Hubspot API documentation page
    • Access is controlled via a Private App defined in Hubspot
      • Admins configure the Private App within Hubspot including all scopes and data access
      • Guru utilizes the Private App via an API key provided in the integration installation

Objects we sync

  • Tickets

Intercom

What you'll need

  • Intercom Credentials

Objects we sync

  • Companies
  • Conversations
  • Users

Intercom Articles

What you'll need

  • Intercom Credentials

Objects we sync

  • Articles

Ironclad

What you'll need

  • Ironclad domain

Objects we sync

  • Workflows
  • Users

Jira

What you'll need

  • Jira domain

Objects we sync

  • Projects
  • Issues
  • Users
  • Comments

Jira Service Management

What you'll need

  • Jira subdomain

Objects we sync

  • Projects
  • Issues
  • Comments
  • Users

Kustomer

What you'll need

  • API Key

Objects we sync

  • Conversations
  • Users
  • Companies
  • Notes
  • Messages

Linear

What you'll need

  • Linear credentials

Objects we sync

  • Tickets
  • Users

Notion

What you'll need

  • Notion credentials

Objects we sync

  • Pages you specify

OneDrive

What you'll need

  • Read only permission
  • OneDrive credentials

Objects we sync

  • Files located in the specific folders you select

Pivotal Tracker

What you'll need

  • Pivotal API Token

Objects we sync

  • Story
  • Project
  • Comment
  • Users
  • Epics
  • Memberships

Rally

What you'll need

  • Rally API key

Objects we sync

  • Artifact
  • Project
  • Conversation
  • Users
  • Iterations
  • Releases
  • Milestones

Re:Amaze

What you'll need

  • Re:amaze subdomain

Objects we sync

  • Conversations
  • Messages

Salesforce

What you'll need

  • API Access

Objects we sync

  • Account
  • Opportunity
  • Notes
  • Stages
  • Tasks
  • Users

Salesforce Service Cloud

What you'll need

  • API Access
    • Available in the following editions per Salesforce Help Page
      • Enterprise Edition
      • Unlimited Edition
      • Developer Edition
      • Performance Edition
    • A valid Salesforce User with API Access enabled can be used to access the API, per the Salesforce Developer site

Objects we sync

  • Cases

ServiceNow

What you'll need

  • ServiceNow subdomain

Objects we sync

  • Tasks
  • Customer Accounts
  • Journals
  • Users
  • Incidents
  • Cases
  • Requests
  • Problem

Sharepoint

What you'll need

  • "Read only for non-admin users" permissions
  • Sharepoint credentials

Objects we sync

  • Files located in the specific folders you select

Shortcut

What you'll need

  • Shortcut API Key

Objects we sync

  • Epics
  • Stories
  • Workflows
  • Iterations
  • Projects
  • Groups

Slack

What you'll need

  • Slack credentials

Objects we sync

  • Messages in designated channels from the last 90 days

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Tip

Consider also turning on Suggested Answers in Slack, so your team can access all connected content in Guru within their workflow in Slack

Smartsheet

What you'll need

  • Smartsheet credentials

Objects we sync

  • Designated table - you'll be prompted to select the title column

Spotdraft

What you'll need

  • Client id & Secret (from Spotdraft's team)

Objects we sync

  • Contracts
  • Notes
  • Users

Teamwork

What you'll need

  • Teamwork subdomain

Objects we sync

  • Tasks
  • Projects
  • Comments
  • People
  • Task Lists

Trello

What you'll need

  • Trello credentials

Objects we sync

  • Cards
  • Comments
  • Boards
  • Members
  • Organizations

Wrike

What you'll need

  • Wrike subdomain
  • API Access

Objects we sync

  • Comments
  • Tasks
  • Folders
  • Accounts
  • Users
  • Groups

Zendesk

What you'll need

  • Zendesk credentials
  • API Access

Objects we sync

  • Tickets
  • Users
  • Accounts
  • Comments

Zendesk Guide

What you'll need

  • Zendesk subdomain
  • Zendesk API Token

Objects we sync

  • Articles from designated Zendesk guide

**You can designate which brand and which languages (multi-select) you'd like to sync.

Zoho Bug Tracker

What you'll need

  • Zoho credentials

Objects we sync

  • Bugs
  • Projects
  • Comments
  • Users
  • Bugs

Zoho Desk

What you'll need

  • Zoho credentials
  • Org ID

Objects we sync

  • Tickets
  • Accounts
  • Comments
  • Agents
  • Teams
  • Conversations
  • Threads

Frequently Asked Questions about connecting sources for Guru Answers

What other apps can I let Guru source content from?
Guru connects several different kinds of applications: document repositories, knowledge bases, wiki's, project management, support tools, CRMs, marketing and developer tools. Guru continues to build out this area of our product and wants to hear from customers what sources we should connect next. Contact Guru's team at [email protected]** to tell us exactly what apps you'd like to connect Guru to and we'll take it from there.

How frequently does Guru connect with sources used for search?
The Guru user who links a new source will receive an email notification the first time Guru has completed indexing the source.Guru links with all of your workspace's connected sources looking for edits and new content periodically throughout the day. This process can take anywhere from 3 to 6 hours depending on the source and the amount of data you're asking Guru to index. Depending on when you reference the "Sources" page, you will notice the linked source in a "Synced" or "Sync in progress" state.

How does Guru prioritize which sources to use when multiple sources are connected?
Guru doesn't prioritize any content source over others; it searches for relevant content and, of that subset of relevant content, generates an answer.

What happens when the admin who connected the source leaves the organization?
To avoid any disruption in suggested answers, we recommend having a different admin, with the same permissions at the source, delete the current linked source and re-connect the source to Guru again. Learn more about what happens when a user is removed in Guru.

Can Guru users belonging to other workspaces in our organization see source files?
It depends. If the user is a member of the source connected to at least one of the workspaces in their Guru organization, the user's permission in the connected source will determine what files they see as a source in a suggested answer in their workspace.

Updated 1 day ago